1.- Platform Foundation


Architectural Build Order

This page is the master sequence for building a Genesys Cloud organization from scratch. Each item links to a dedicated reference page in this book. Follow this order — some objects cannot be moved between divisions after creation, and later steps depend on earlier ones being in place.

Phase 1: Global Foundation — The "Containers"

Define the logical and physical structure of the organization before adding any people or telephony.

Step Object Why It Comes First
1 Divisions Logical partitions for your org (e.g., Monterrey Support, U.S. Sales). Some objects cannot be moved between divisions after creation.
2 Roles Review out-of-the-box roles. Copy and customize as needed (e.g., SBC Admin, Read-Only Supervisor).
3 Locations Define physical street addresses. Required anchor for Emergency (E911) routing.

Phase 2: Infrastructure — The "Pipes"

Connect the telephony infrastructure to the org structure you just created.

Step Object Why It Comes Here
4 Sites Create a Site and link it to a Location from Phase 1.
5 Edges & Trunks For BYOC: configure the SIP trunk to your Oracle / AudioCodes SBC. Requires a Site.
6 Phone Management Create Base Settings, then individual WebRTC or SIP phone profiles. Requires a Site and Trunk.

Phase 3: People & Organization — The "Agents"

With infrastructure in place, bring in the staff.

Step Object Notes
7 Users Create profiles via Manual entry, CSV import, or SCIM. Assign each user a Division, a Phone, and Roles. Users must have at minimum the Employee and User roles to take calls.
8 Groups Create General Groups for internal communication. Create Skill Expression Groups for automated expert routing.
9 Work Teams Group agents under their specific Supervisors for performance tracking and reporting.

Phase 4: Contact Center Logic — The "Routing"

Configure the ACD logic — this is where call routing decisions are defined.

Step Object Notes
10 ACD Skills Define languages and technical skills (e.g., VoIP, SIP, Spanish). Required before queue assignment.
11 Queues Create ACD Queues and assign Users and Skills. Requires Skills and Users from previous phases.
12 Architect Flows Build the IVR logic. This is where routing decisions are defined — e.g., "If the caller presses 1, send to the Monterrey Support Queue." Requires Queues to exist first.

Reference Pages

Each item in this build order has a dedicated reference page in this book:

Phase Reference Page
Phase 1 Organization Settings · Divisions · Roles & Permissions · Locations
Phase 2 Telephony & Trunk Management · Sites · Phone Management
Phase 3 User Profile Management · Group & Directory Management · Work Teams
Phase 4 Queue & Routing Management · ACD Skills · Architect & Call Flows

Pages marked with * indicate items with direct dependency on previous steps — do not skip order.

Avaya-to-Genesys Cloud Reference Guide

Audience: Telecom engineers and administrators migrating from Avaya (Aura, CM, Elite) or Aspect environments Purpose: Concept translation, mental model alignment, and key architectural differences

Concept Translation Table

Avaya / Aspect Concept Genesys Cloud Equivalent Key Difference
VDN / Vector Architect Flow Architect is drag-and-drop, visual, and integrates real-time Data Actions (API calls) far more easily than Vectors. No proprietary scripting language required.
Hunt Group / Skill Group Queue Genesys Queues handle all routing logic. ACD Skills are assigned to agents (users) to determine eligibility, not to the queue directly.
BCMS / CMS / IQ Performance Views Reporting is real-time, browser-based, and built-in. No separate thick-client reporting software, no ODBC connectors, no CMS server.
Stations (96xx / 16xx / J-series) WebRTC / SIP Phone Genesys primarily uses WebRTC — the browser IS the phone. Physical SIP desk phones are supported but optional. No station administration required for WebRTC agents.
SBC (Session Border Controller) Edge / BYOC Genesys Edges perform many SBC-like functions natively. You can still use your existing Oracle, AudioCodes, or Ribbon SBC via BYOC Cloud or BYOC Premises.
Class of Restriction (COR) Roles + Divisions COR-style access control is handled through RBAC (Roles & Permissions) scoped by Divisions. More granular and auditable than COR.
Announcements / VAI Architect Audio Prompts Prompts are managed in Architect as TTS or uploaded audio files. No separate announcement board hardware.
ECH / UUI (User-to-User Info) Data Actions / Attributes Interaction attributes and data passing between flows is done via Data Actions (API calls) or flow variables — not UUI headers.
AES / CTI Link Native API / Data Actions Genesys has no separate CTI middleware layer. Screen pops, CRM integrations, and real-time data are handled directly via the Genesys Cloud API or built-in integrations.
Skill / Expert Agent Selection ACD Skills + Routing Methods Same concept — agents have skill proficiency levels (1–5). Queue routing uses Best Available, Most Idle, or Predictive routing to match.
VoIP Media Gateway Edge (Cloud or On-Prem) The Genesys Edge handles media, SIP signaling, and call recording. It can be a physical appliance, a virtual machine on AWS, or a Genesys-managed cloud Edge.
ARS / AAR Routing Architect Flow + Trunks Digit analysis and alternate routing are handled in Architect flows, not dial plan tables. Much more flexible — conditional logic, real-time data lookups.
Avaya Aura Conferencing Genesys Cloud Collaborate Internal conferencing, group chat, and video are handled natively in Genesys Cloud without a separate conferencing platform.

Architectural Mental Model Shift

From Avaya's Server-Centric Model → Genesys Cloud's API-First Model

Avaya Aura architecture thinking:

PBX (CM) → AES → CTI App → Reporting Server → Admin Client

Genesys Cloud architecture thinking:

Everything is an API call → Browser UI → Cloud-native

There is no "server room" equivalent in Genesys Cloud for most functions. Configuration, routing logic, reporting, and administration are all browser-based and API-driven.

Infrastructure Hierarchy (Telecom Engineer View)

Genesys Concept Telecom Equivalent Purpose
Location Physical building / site address Defines the physical address used for emergency services (ELIN/911)
Site PBX logical partition / tenant Groups Edges and Phones. Usually one Site = one Location.
Edge Media Gateway + SBC hybrid Handles audio media, SIP signaling, DTMF, and call recording
Trunk SIP Trunk / T1/PRI circuit External connection to the PSTN, SBC, or legacy PBX 
Location (Address / ELIN)
    └── Site (Logical Hub)
          └── Edge (Media + SIP Engine)
                └── Trunk (PSTN / SBC / PBX connection)

BYOC Options — For Orgs Keeping Their SBC

Genesys offers two BYOC (Bring Your Own Carrier) models for orgs with existing SBC infrastructure:

Model What It Means
BYOC Cloud Your SBC connects to Genesys Cloud via the internet. Genesys manages the Edge in the cloud.
BYOC Premises Your SBC connects to a Genesys Edge device on your premises. More control, more hardware.

Compatible SBCs include Oracle (ACME Packet), AudioCodes, Ribbon (formerly GENBAND/SONUS), and others.

Routing Logic Translation

Avaya Vector → Genesys Architect Flow

Vector Step Architect Equivalent
goto step if... Logical / Decision action
queue to skill Transfer to ACD → Queue
busy / disconnect Disconnect action
collect digits Collect Input action
announcement Play Audio action
goto vector Call Flow action (invoke sub-flow)
adjunct routing Data Action (API call to external system)

Key Architect Advantage Over Vectors

Agent Experience Translation

Avaya Agent Concept Genesys Cloud Equivalent
Agent logged into a station Agent logged into browser (WebRTC) or registered SIP phone
After Call Work (ACW) After Call Work — configurable per queue (optional, mandatory, timeout)
Available / Busy / AUX On Queue / Busy / Away / Break / etc. (admin-configurable statuses)
Skill assignment via CMS ACD Skills assigned via Admin → People → ACD Skills tab (proficiency 1–5)
Supervisor monitoring (silent) Supervisor joins interaction as silent monitor via Performance Views

Licensing Model Translation

Avaya Model Genesys Cloud Equivalent
Port-based licensing User-based licensing (per named user, per month)
Separate reporting license Included in CX license tiers
Separate WFM license WEM Add-on licenses (CX1 WEM Add-on I/II, or CX2/3 bundled)
One-time capex SaaS subscription (OpEx model)

Study Scenario

Scenario: A new manager joins the Monterrey Support team. They need to:

  1. Listen to their team's calls for coaching
  2. NOT be able to see calls from the U.S. Sales team
  3. Be able to create new agent screen pop scripts for their team

Genesys Solution:

This mirrors a COR + skill group restriction in Avaya, but is implemented through Roles + Divisions in Genesys.

See Also

Locations & Floor Plans

Navigation: Admin → Directory → Locations

What Are Locations?

Locations represent physical addresses in Genesys Cloud. They serve two distinct purposes:

  1. Emergency Services (911/112) — Locations are the source of address data sent to emergency dispatchers when a user dials an emergency number. This is the most critical function.
  2. User Directory — Locations appear on user profiles and are searchable in the org directory, helping colleagues find where someone is physically based.

Infrastructure Relationship

Locations connect the physical world to Genesys telephony:

Location (Physical Address)
    └── Site (Logical Telephony Hub)
          └── Edge (Telephony Engine — handles audio, SIP, recording)
                └── Trunk (External connection to PSTN / SBC / PBX)

⚠️ A Site must be linked to a Location for emergency (911) routing to work. Without this link, Genesys cannot send the correct address to emergency dispatchers.

Creating a Location

  1. Admin → Directory → Locations
  2. Click Add Location
  3. Fill in:
Field Notes
Name Descriptive name (e.g., "Monterrey HQ", "Dallas Office Floor 3")
Site Contact A user in your org who is the primary contact for this building
Address Physical street address — used for emergency services
Location Image Optional building photo — JPEG, PNG, or GIF, max 10MB
  1. Click Save

⚠️ Do not put floor numbers in the main address field. Use the dedicated Floors section instead. Mixing floors into the address breaks emergency routing accuracy.

Emergency Services Configuration

This is the highest-priority section for both production deployments and the admin exam.

In the Location Details tab after saving the location:

  1. Toggle Make this location available for use on sites → On
  2. Enter the Emergency Number — the callback number sent to emergency services
  3. Choose the ANI (Automatic Number Identification) logic:
ANI Option Behaviour
Use as the ANI only if the phone or user doesn't have one Fallback — uses the location's emergency number only when the individual user has no assigned DID
Always use as the ANI Override — forces this location's number to be sent to dispatchers regardless of the user's personal extension
  1. Click Save

Why ANI Matters

In multi-line environments (large offices, contact centers), emergency dispatchers need the building address — not a random agent's personal extension. The ANI setting ensures the dispatcher receives a number that maps to the correct physical location so emergency responders go to the right place.

Genesys uses ELIN (Emergency Location Identification Number) for this. When a user at a Site dials 911, Genesys looks up the Location linked to that Site and sends the configured ELIN/ANI to the dispatcher.

Adding Floors & Floor Plans

Best practice: Add multiple floors to a single Location rather than creating a separate Location per floor.

To add a floor:

  1. In the location record, scroll to the Floors section
  2. Click Add Floor
  3. Click Upload a new floor plan and upload an image of the floor layout
  4. Click Save

Supported formats: JPEG, PNG, GIF — max 10MB per image

User Pins

Once a floor plan is uploaded, users can drop a pin on the map from their own profile to mark their exact desk location. This is not admin-controlled — it is self-service per user.

Why floor plans matter beyond aesthetics:

Location Visibility in the Directory

When a location is assigned to a user's profile:

Quick Reference — Key Facts

Feature Detail
Primary purpose Emergency routing + user directory
Emergency standard ELIN (Emergency Location Identification Number)
Site link required for 911 Yes — Site must reference the Location
Floor plan formats JPEG, PNG, GIF
Floor plan max size 10MB
Floor best practice Add floors to one Location — do not create a new Location per floor
ANI override option "Always use as the ANI" — forces location number to dispatch
User pin Self-service — users set their own pin on their profile

See Also

Licensing & Editions

Study Notes

Topic Description
Licensing Model Subscription-based per-user licensing structure
Edition Types Premium, Standard, and Partner editions available
Seat Management Active user management and licensing enforcement
Compliance License compliance monitoring and reporting
Trial Access 14-day free trial available for new organizations

Navigation

Admin → Organization Settings → Licensing & Editions OR Admin → Billing & Subscriptions → Licenses

Edition Overview

Premium Edition

Standard Edition

Partner Edition

Study Notes - License Types

License Type Description Use Case
Agent Full contact center user with all capabilities Customer service representatives
Supervisor Management and team oversight capabilities Team leads and supervisors
Executive Reporting and dashboard access Management and executives
Workforce Optimization Advanced scheduling and forecasting Workforce planners
Customer Insights Interaction analytics and quality management Quality assurance teams

Implementation Guide

Step 1: Assess License Requirements

  1. Determine number of concurrent agents needed
  2. Identify required modules (voice, digital, analytics)
  3. Evaluate feature requirements by department
  4. Review integration needs

Step 2: Purchase Licenses

  1. Contact Genesys sales for quote
  2. Define license quantities per edition
  3. Establish billing cycle (monthly/annual)
  4. Set up payment method

Step 3: Activate & Manage Licenses

  1. Log in to Admin section
  2. Navigate to Organization Settings
  3. Add users to appropriate license tiers
  4. Assign modules and capabilities
  5. Monitor license consumption

Step 4: Monitor & Optimize

  1. Review monthly license usage reports
  2. Adjust licenses based on demand
  3. Reassign licenses to active users only
  4. Track compliance status

How to Implement

Phase Description
Planning Audit current user needs and forecast growth
Procurement Work with sales to select editions and add-ons
Deployment Activate licenses and assign to users
Management Monitor usage and adjust as needed
Optimization Review quarterly and optimize allocations

Licensing Architecture Diagram

Organization
    ↓
Subscription (Edition)
    ├── Premium
    ├── Standard
    └── Partner
    ↓
License Pool
    ├── Agent Licenses
    ├── Supervisor Licenses
    ├── Executive Licenses
    └── Add-on Modules
    ↓
User Assignment
    ├── Active Users
    ├── Inactive Users
    └── License Status

License Features by Edition

Premium Edition Features

Core Platform
    ├── Voice (Inbound/Outbound)
    ├── Digital Channels (Chat, Email, Social)
    ├── Contact Center Intelligence
    └── Advanced Routing
    ↓
Analytics & Reporting
    ├── Real-time Dashboards
    ├── Historical Reports
    ├── Custom Reports
    └── Workforce Analytics
    ↓
Optimization
    ├── Workforce Management
    ├── Quality Management
    ├── Compliance Recording
    └── Performance Analytics
    ↓
Integrations
    ├── CRM Integrations
    ├── Third-party APIs
    ├── Custom Integrations
    └── Marketplace Apps

Standard Edition Features

Core Platform
    ├── Voice (Inbound/Outbound)
    ├── Digital Channels (Chat, Email)
    ├── Basic Routing
    └── IVR / Menu Systems
    ↓
Analytics & Reporting
    ├── Basic Dashboards
    ├── Historical Reports
    └── Queue Reports
    ↓
Limited Modules
    ├── Basic Quality Management
    ├── Recording
    └── Basic Integrations

User License Assignments

Agent License (Most Common)

Supervisor License

Executive License

Real Flow Scenario: New User License Assignment

New Hire Onboarding
    ↓
Determine Role (Agent/Supervisor/Executive)
    ↓
Check Available Licenses
    ↓
Assign License in Admin
    ↓
Activate User Account
    ↓
Grant Appropriate Permissions
    ↓
User Can Access System

Usage Scenarios

Scenario Solution
Company growing from 50 to 100 agents Purchase additional Agent licenses and upgrade to Premium
Need advanced analytics Add-on Workforce Optimization module
Support for multiple customer channels Include digital channel add-ons (Chat, Email, Social)
Multi-site organization Centralized licensing with site-based allocation
Seasonal staffing Use grace period for temporary license overages

License Management Checklist

Task Frequency Owner
Review license utilization Monthly IT/Admin
Update user counts As needed HR/Admin
Check compliance status Quarterly Compliance
Audit inactive users Monthly Admin
Plan for growth Quarterly Management
Review billing Monthly Finance

Best Practices

License Optimization

User Management

Compliance & Reporting

Common Issues & Resolutions

Issue Cause Resolution
Users cannot log in License limit reached Purchase additional licenses or deactivate unused accounts
Missing features in user account Wrong edition assigned Upgrade user to Premium edition
Excessive billing costs Inactive users still licensed Implement user deactivation process
License mismatch No license assignment Assign appropriate license tier to user
Add-on unavailable Not included in edition Purchase add-on module or upgrade edition

Naming Convention for License Groups

<Department>_<Role>_LicenseGroup

Examples:

Add-on Modules & Pricing

Module Description Best For
Workforce Optimization Advanced scheduling, forecasting, analytics Large contact centers
Quality Management Call recording, evaluation, coaching Quality assurance teams
Customer Insights AI-powered interaction analytics Compliance-focused orgs
Advanced Analytics Custom dashboards and reporting Data-driven organizations
Chat & Messaging Digital channel support Omnichannel centers
Social Media Social channel integration Customer engagement teams

Licensing Compliance Monitoring

Key Metrics to Track

Compliance Reports Available

License Allocation by Department Example

Organization: TechCorp (500 users)

Premium Edition: 400 seats
├── Support Department (150 agents)
├── Sales Department (120 agents)
├── Back-office (80 supervisors/executives)
└── Operations (50 agents)

Standard Edition: 100 seats
├── Part-time support (60 agents)
└── Contractors (40 agents)

Add-ons by Department:
├── Workforce Optimization: Support + Sales (270 users)
├── Quality Management: Support + Sales QA (20 users)
└── Advanced Analytics: Management (15 users)

Trial Period & Onboarding

14-Day Free Trial

Trial Setup Steps

  1. Visit Genesys Cloud website
  2. Click "Start Free Trial"
  3. Enter organization details
  4. Verify email
  5. Set up initial users
  6. Explore features
  7. Convert to paid plan before day 14

Interview Cheat Sheet

Question Answer
What are the main Genesys PureCloud editions? Premium, Standard, and Partner
Where do you manage licenses? Admin → Organization Settings → Licensing & Editions
What is an Agent license used for? Full contact center functionality for customer service reps
How do you handle license overages? Grace period available; must purchase additional licenses
What should you do with inactive users? Deactivate them to free up licenses for active users
Can you mix editions in one organization? Yes, different users can have different edition licenses
What's the most cost-effective way to grow? Right-size editions, avoid over-provisioning
How often should you review licenses? Monthly for usage, Quarterly for compliance
What's the difference between Agent and Supervisor licenses? Supervisor has team management, analytics, and coaching capabilities
What add-ons provide the most ROI? Workforce Optimization and Quality Management for large centers

Key Takeaways

Additional Resources

Official Documentation Links

Support Contacts

Document Version Info

Last Updated: March 2026
Source: Genesys PureCloud Official Documentation
Version: 1.0