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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.

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