Description
Genesys Cloud provides contact center functionality to university groups. The environment allows for advanced Automatic Call Distribution (ACD) features as well as programmatic outbound dialing enabling effecting communication.
Standard Activities and Processes
With all Unified Communication and Genesys Cloud services the following basic steps are performed (not necessarily in this order):
- Determine the scope of the problem
- Determine any time constraints (is there a specific time that the problem should be solved to prevent problems for the customer)
- Determine what caused the problem
- Determine the solution for the problem
SLA: For non-urgent issues you can expect a reply within 4 business hours. Stop Work/Urgent request you can expect a reply within 15 minutes.
Constraints
- Any changes requested by student employees will have to be verified with their supervisor prior to any changes being made
Directions
Please use linked knowledgebase articles and documentation to solve any problems and then if you are unable to solve them enter an incident into the system and a technician will assist you.
Maintenance
Every Friday from 4am-7:30am
Other time when critical or planned and communicated