Genesys Cloud - Chapter 1 - Architectural Build Order

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.