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 Visual drag-and-drop — no scripting syntax to memorize Real-time API calls (Data Actions) built-in — no AES/CTI middleware needed Version control with Check In/Check Out Debug mode with call simulation Execution History for post-call flow tracing 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: Listen to their team's calls for coaching NOT be able to see calls from the U.S. Sales team Be able to create new agent screen pop scripts for their team Genesys Solution: Assign the Supervisor role (+ User role) — enables silent monitoring and performance views Scope their role to the Monterrey Support Division only — blocks visibility into the U.S. Sales division Assign Script Designer permissions or the appropriate Quality/Admin role for script creation — scoped to their division This mirrors a COR + skill group restriction in Avaya, but is implemented through Roles + Divisions in Genesys. See Also Architectural Build Order — the recommended sequence for building a Genesys Cloud environment Telephony & Trunk Management — BYOC Cloud and BYOC Premises configuration Architect Overview — Architect flow building vs. Vector scripting Roles & Permissions — RBAC model replacing COR-style access Divisions & Access Control — scoping access by business unit Locations & Floor Plans Navigation: Admin → Directory → Locations What Are Locations? Locations represent physical addresses in Genesys Cloud. They serve two distinct purposes: 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. 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 Admin → Directory → Locations Click Add Location 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 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: Toggle Make this location available for use on sites → On Enter the Emergency Number — the callback number sent to emergency services 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 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: In the location record, scroll to the Floors section Click Add Floor Click Upload a new floor plan and upload an image of the floor layout 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: In an emergency, supervisors can see exactly where each agent is sitting Speeds up emergency responder navigation in large facilities Helps remote managers understand physical seating arrangements Location Visibility in the Directory When a location is assigned to a user's profile: It appears on their directory profile card It is searchable — colleagues can find people by location name It displays the floor plan pin if the user has set one 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 Architectural Build Order — Locations are created in Phase 1 (Global Foundation) before Sites and Edges Telephony & Trunk Management — Sites, Edges, and Trunks that reference Locations User Profile Management — where the Location field appears on user profiles 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 Full feature set including advanced analytics, workforce optimization, and contact center intelligence All modules and integrations available Best for enterprise organizations with complex requirements Price: Enterprise pricing model Standard Edition Core contact center functionality Includes basic call routing, IVR, queuing, and reporting Suitable for mid-market organizations Reduced analytics and optimization features compared to Premium Partner Edition Designed for partner organizations and resellers Limited feature set for specific use cases Support for multi-tenant environments 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 Determine number of concurrent agents needed Identify required modules (voice, digital, analytics) Evaluate feature requirements by department Review integration needs Step 2: Purchase Licenses Contact Genesys sales for quote Define license quantities per edition Establish billing cycle (monthly/annual) Set up payment method Step 3: Activate & Manage Licenses Log in to Admin section Navigate to Organization Settings Add users to appropriate license tiers Assign modules and capabilities Monitor license consumption Step 4: Monitor & Optimize Review monthly license usage reports Adjust licenses based on demand Reassign licenses to active users only 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) Seats in queues Handle inbound/outbound contacts Access to omnichannel interactions Limited reporting access Cost: Standard per-seat cost Supervisor License Team management capabilities Agent monitoring Performance reporting Coaching tools Cost: Premium over agent licenses Executive License Dashboard and analytics access No agent seat required Read-only access to systems Strategic reporting Cost: Lower than agent licenses 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 Deactivate inactive users - Remove licenses from users not actively using the system Right-size editions - Don't over-provision when Standard meets requirements Plan for growth - Purchase licenses with 10-15% buffer for growth Monitor grace periods - Know overage policies during scaling User Management Clean up regularly - Remove licenses from terminated employees immediately Use role-based assignments - Assign appropriate license tier to roles Track license inventory - Maintain spreadsheet of assignments Document changes - Keep audit trail of license modifications Compliance & Reporting Enable audit logs - Track all license changes Monthly reviews - Generate usage reports Forecast needs - Plan for future requirements Coordinate with finance - Align licensing budget with subscriptions 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 __LicenseGroup Examples: Support_Agent_LicenseGroup Sales_Supervisor_LicenseGroup Executive_Analytics_LicenseGroup Workforce_Optimization_LicenseGroup 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 Active licenses vs. purchased - Ensure no overages License utilization rate - Target 80-95% utilization Cost per seat - Monitor per-user cost trends Inactive user percentage - Flag unused licenses Module adoption - Track add-on usage and ROI Compliance Reports Available License status report User assignment report Feature utilization report Grace period usage Billing reconciliation report 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 Full access to selected features Up to 50 concurrent users All core modules included No credit card required Automatic conversion to paid plan or expiration Trial Setup Steps Visit Genesys Cloud website Click "Start Free Trial" Enter organization details Verify email Set up initial users Explore features 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 Subscription Model - Genesys PureCloud uses subscription-based licensing per user Three Main Editions - Premium (full features), Standard (core features), Partner (limited) License Types Vary - Agent, Supervisor, Executive with different capabilities and costs Active Management Required - Deactivate unused users to control costs Compliance Tracking - Monitor usage and ensure license compliance monthly Add-on Flexibility - Enhance core editions with specialized modules as needed Right-sizing Critical - Match edition to organizational needs to optimize ROI Grace Periods Exist - Temporary overages allowed but should be resolved quickly Audit Trail Important - Track all license changes for compliance Forecast Growth - Plan ahead for scaling to avoid service interruptions Additional Resources Official Documentation Links Genesys Cloud Licensing Guide: https://help.genesys.com/genesyscloud/current/en-us/LicensingEditions.html Admin Guide: https://help.genesys.com/genesyscloud/current/en-us/Admin/Licensing.html Billing & Subscriptions: https://help.genesys.com/genesyscloud/current/en-us/Billing.html Support Contacts Genesys Sales: sales@genesys.com Genesys Support: https://support.genesys.com Community Forums: https://community.genesys.com Document Version Info Last Updated: March 2026 Source: Genesys PureCloud Official Documentation Version: 1.0