PURECONNECT Managed Services Customer Guide

Transcription

1 PURECONNECT Managed Services Custmer Guide 1

2 Table f Cntents Welcme... 4 Wrld-Class Cntact Center... 4 Glbal Availability... 4 Getting Started... 4 Hurs f Operatin... 5 Supprt during Nrmal Business Hurs... 5 Supprt during Nn-Business Hurs... 5 Hw t Cntact Managed Services... 6 Phne... 6 Web... 6 Opening a new web Case... 6 Viewing/Managing Cases... 9 Transfer Files t/frm Case Update an Open Case Aut Fllw-Up Prcess Clsing Cases Repening Cases Update an Open Incident Types f Cases Service Request Cases Interactin Attendant Change Cases Supprt Cases Practive Cases Admin Cases Case Severity Definitins Prd Dwn High pririty Medium pririty Lw pririty Service Level Agreement

3 Custmer Reprts Case Reprts Escalatin Management Case Escalatin Site Impacting Issues Billing Issues User Name r Passwrd Requests fr the IVR and Web Prtal Maintenance Activities Release Upgrades Patches Gateway Service Updates/Firmware Updates Windws Updates (if applicable) Generic System Maintenance System Enhancements and Optimizatins System Mnitring System Backups Managed Services Best Practices

4 Welcme The Genesys Managed Services Organizatin is designed t manage and maintain yur missin critical PureCnnect System - allwing yu t remain fcused n yur cre business. Wrld-Class Cntact Center Ensuring innvative peratins and cntinuus imprvement thrughut ur wn cntact center is a cnstant fcus. And like the custmer rganizatins and partners we supprt, leveraging the PureCnnect platfrm s multi-channel sftware technlgy makes urs a wrld-class PureCnnect t manage yur supprt issues. Glbal Availability Managed Services is a true wrldwide rganizatin equipped t supprt yur business wherever it s lcated, including multi-site branch ffices and internatinal lcatins. Our Supprt Centers actively serve Genesys custmers in mre than 100 cuntries Getting Started A Reginal Supprt Manager will be assigned t yur rganizatin based n yur gegraphical lcatin. The Reginal Manager will schedule a kick-ff call with yur rganizatin prir t ging live with Managed Services. This call is designed t cver the fllwing areas: Intrductins discuss Managed Services/Supprt rganizatinal structure & rles Reginal Supprt Manager (RM) Accunt Engineer Technical Accunt Manager Review scpe f service and wnership f system cmpnents Remte mnitring Remte access Review Supprt nrmal business hurs and emergency availability (24/7/365) Review case severity levels definitins Review engagement prcess Discuss which custmer cntacts are authrized t pen supprt case Discuss which custmer cntacts are authrized t submit Mves, Adds, and Changes (MACs) Review prcess fr hw t request a MAC Onging cmmunicatin plan/expectatins Discuss escalatin prcedures/path Discuss nging system maintenance/management requirements Discuss maintenance activities Releases and Patches 4

5 Custmer infrmatin Discuss Sftware Change Request (SCR) prcess Verify custmer emergency cntacts (e.g. wh des Managed Services cntact if we receive a remte mnitring alert) Verify custmer s hurs f peratin and maintenance windw availability Discuss and dcument any custmer change cntrl/apprval prcess Discuss custmer best practices Hurs f Operatin Supprt during Nrmal Business Hurs Managed Services is fully staffed Mnday Friday 7am 9pm Eastern Standard Time (excluding Hlidays) fr emergency issues, nrmal service needs such as Mve, Add, Changes (MAC), applicatin issues and end-user issues. Supprt during Nn-Business Hurs Emergency Supprt is available 24/7/365 fr service impacting issues nly (i.e. Cde Red utage situatins). Please see the Case Severity Definitins fr details n what cnstitutes a Cde Red. Please review this definitin carefully. All ther issues during nn-business hurs shuld be submitted via web. A Managed Services Supprt respnse shuld be returned during the next business day. During sme, r all nn-business hurs in yur regin, emergency supprt calls may rll t Managed Services after-hurs supprt. This team is cmprised f a rtating selectin f thse wh wrk within the Managed Services team. 5

6 Hw t Cntact Managed Services Fr technical issues r t request a Mve, Add, r Change (MAC) yu can call Managed Services r submit a Case nline. High Pririty r Cde Red (Emergency) Cases must be pened via phne. Phne Step 1: Call r Step 2: Enter yur PIN number. (If yu d nt have a PIN number r need t have it resent, please cntact Supprt.CustmerCare@genesys.cm r call yur Technical Accunt Manager.) Web Step 1: G t Step 2: Enter yur username & passwrd. If yu d nt have a User Name r Passwrd r need t have it resent, please cntact Supprt.CustmerCare@genesys.cm r call yur Technical Accunt Manager. Fr infrmatin n pening a new Case n the web, viewing Cases n the web r directly navigating t a Case n the web please read belw. Opening a new web Case Navigate t Lg n t the fllwing screen using the credentials that have been ed t yu. 6

7 Once lgged in, yu shuld see this screen T pen a new incident, under Cases, select the Open a Supprt Case r Open a Service Request fr a MAC case Fill in the apprpriate prduct grup and prduct that the issue is in as well as majr versin 7

8 Fill in the required infrmatin fr the issue yu are experiencing. Case sub type: Prblem r Inquiry Envirnment Type: What envirnment the issue exists in (dev r prd) Pririty: Chse pririty f case. Autmatically defaults t lw Subject: Brief descriptin f prblem Descriptin f Issue: Be as descriptive as pssible including if there were any recent changes Business Impact: i.e. number f agents/calls affected OS: OS level f server/wrkstatin experiencing issue 8

9 Press the Save buttn Viewing/Managing Cases Navigate t Lg n t the My Supprt Prtal using the credentials that have been ed t yu. Navigate t Cases -> View/Manage Cases. Chse which case view yu want t use. Frm here yu can chse the specific case yu want t update/view Once in a case, yu can chse t update, clse, r uplad files 9

10 Transfer Files t/frm Case Genesys prvides a file transfer tl n My Supprt t allw custmers t uplad lgs and ther files that may be needed t help reslve Cases. Clicking the Transfer Files buttn within any nn-clsed Case launches the brwser-based File Transfer Client, which prvides the fllwing features: Secured data transfer ver HTTPS Sending multiple files cncurrently File transfer resume capability Integrity validatin N file size limit Brwser Settings and Other System Requirements T use the built-in file transfer tl, the fllwing settings must be in place: The brwser running the client must have ckies enabled. The brwser must allw pp-ups frm the fllwing servers fr the Transfer Files functinality t wrk prperly The fllwing brwser versins are currently supprted: Internet Explrer v11 r later Chrme v44 r later Firefx v39 r later Safari v8 r later n Mac OS Temprary FTP Accunts A situatin may arise when the file transfer tl n My Supprt cannt be used fr a given transactin. T address this need, Genesys has established the Temprary FTP Accunt prcess. Fr a given Case, yu can ask Custmer Care t create a temprary FTP accunt, and then use an SFTP client applicatin f yur chice t transfer the files. Ptential SFTP clients fr Windws users include WinSCP, FileZilla, CuteFTP, PSFTP, Cre FTP, and Fire FTP. Ptential SFTP clients fr Mac OS users include FileZilla, ClassicFTP, Fire FTP, Secure FTP, and Crss FTP. Unix users can use the SFTP utilities built int the perating system. 10

11 Once the temprary accunt is created, it will be assciated with the given Case and remain active fr the next 5 days (120 hurs ttal). The lgin credentials alng with the expiratin date will be displayed in the Temprary FTP Accunt sectin f the Case details page while the temprary accunt is active. Update an Open Case There are 2 ways t update a case: via My Supprt prtal r via Update via My Supprt Prtal: Click the Case number yu want t update Click Pst Update in the tp bar Nte: The prtal update des nt supprt rich text. Please use the respnse back t the case if yu need rich text fr yur update. A separate windw pens fr yu t add yur update. Once finished, click Save at bttm f page 11

12 Update via Yu can update an Open Case by if yu reply t an riginated frm the Case by a Genesys Custmer Care representative r t an autmated Case ntificatin. An riginated frm a Case includes a special Reference ID, which ties any reply back t the Case. On the cntrary, if yu start a new and send it t Custmer Care, it will nt link t the Case autmatically, even if yu have specified a Case #. Such an will be prcessed by the Custmer Care Admin team and may be manually linked t the Case specified, but autmatic linkage will nt ccur unless the bdy cntains the Reference ID. NOTE: If the Case is in Awaiting Inf r Slutin Prpsed status, and the Case cntact replies t an riginated frm the Case, this will als change the Case Status t Open. In additin t this, will als see the updates in the Case Updates sectin f the Case. Aut Fllw-Up Prcess The Autmated Fllw-up Service is designed t ensure timely and practive fllw-up with custmers when we need infrmatin t advance a Case twards reslutin. Autmated Fllw-ups will be sent t the Custmer Cntact n the Case accrding t the rules utlined belw. Aut Fllw-Up #1: When Custmer Care prpses a slutin r requests infrmatin fr an pen Case, a fllw-up timer is started fr that Case. If there is n custmer respnse within tw (2) business days, an autmated is sent t the custmer cntact wh pened the Case, with a reminder f the custmer actin requested (prvide infrmatin r accept/reject slutin), and a link t access the Case. Aut Fllw-Up #2: If there is n custmer respnse within five (5) business days after Custmer Care prpses a slutin r requests infrmatin fr a Case, a secnd autmated is sent t the custmer 12

13 cntact wh pened the Case. This cntains a reminder f the custmer actin requested (prvide infrmatin r accept/reject slutin), and a link t access the Case. Aut Fllw-Up #3: If there is n custmer respnse within ten (10) business days after Custmer Care prpses a slutin r requests infrmatin fr a Case, the Case is clsed and a final aut fllw-up is sent t the Custmer Cntact wh pened the Case. All infrmatin in the Case will remain intact fr ne mnth (including any lgs r attachments). The custmer can repen it nly by a telephne call t Custmer Care. NOTE: This autmated fllw-up prcess applies t all Cases with Critical, High, Medium r Lw pririty. Autmated fllw-ups are nt used fr Critical - Prductin Dwn cases. The fllw-up timer culd start and stp several times fr a given case. Sme examples f requests that start the fllw-up timer: Send envirnment infrmatin Describe what happened befre applicatin failure Send prduct lgs Verify prpsed slutin Clsing Cases Yu can clse a Case thrugh My Supprt using the fllwing steps: 1. Lgin t My Supprt using the crprate listed in yur user prfile. 2. G t yur dashbard, Select Cases and then View and Manage Cases. 3. Select the Case yu want t clse. 4. Click the Clse Case buttn. 5. Select either Reslved r Cancelled as the Sub Status. 6. Enter yur Clsure Cmment. 7. Select Clse Case. Genesys Custmer Care will clse a Case fr the fllwing reasns: The prpsed slutin r answer prvided by Custmer Care has been accepted by the Custmer. The Custmer requests clsure/cancellatin f the Case. Genesys has sent three autmated fllw-ups abut the Case withut a respnse frm the Custmer. Fr mre infrmatin, see the Aut Fllw-Up Prcess in the Managing Cases sectin. All attached data in a clsed Case (including any lgs r ther custmer files) is purged frm My Supprt ne mnth after the case is clsed. If yu repen a Case mre than 30 days after it was clsed, yu will need t resubmit the attached data since it is purged 30 days after the Case is clsed. 13

14 Repening Cases A previusly clsed Case may be repened if an issue has nt been reslved r if a Case was clsed by accident. Fr the Case t be repened, all new supprting infrmatin demnstrating that an issue has nt been reslved shuld be supplied t Genesys Custmer Care within 30 days frm Case clsure. Withut this infrmatin, the Case will nt be repened. The Custmer can repen a Case by: Lgin t My Supprt, g t yur dashbard and select View and Manage Cases lcated behind the Cases, view My Clsed Cases r All Clsed Cases, then select the case and click "Request t Re-pen" at the tp. Nte: This functin will nly be available fr Cases clsed within 30 days frm Case clsure. Call Custmer Care. Fr Cases clsed mre than 30 days, cntact Custmer Care r create a new Case s supprting infrmatin can be supplied. Update an Open Incident Click the Case number yu want t update Click Pst Update in the tp bar A separate windw pens fr yu t add yur update. Once finished, click Save at bttm f page 14

15 Types f Cases Service Request Cases These are fr Mve, Add, and Changes (MAC) cases. MACs are PureCnnect system changes typically made t individual users nly, but nt in all cases. These are the mst cmmn types f changes made n custmer systems. Belw is a list f Mve, Add, and Changes (MAC) that are cvered 15

16 In mst cases, a Web frm is available. Web frms ensure that all required infrmatin necessary fr the change request is prvided. Additinal Web frms will be created as needed. All ther changes will be handled n Time & Material (T&M) cntract basis. Interactin Attendant Change Cases Interactin Attendant changes are categrized as Mve, Add, and Changes (MAC) as well as billable prjects. Due t the high visibility f Interactin Attendant changes strict Change Cntrl must be adhered t fr all changes. Belw are the requirements fr submitting a Case t update/change Interactin Attendant: Open a web Case, r call the Managed Services IVR t request a change All requirement gathering fr the changes MUST happen via a telephne call with a Managed Services Engineer Prfile Detailed descriptin f change Requested implementatin cmpletin date A Managed Services Engineer will dcument all prpsed changes in the Managed Services Case, the dcumentatin will include the fllwing: Existing call flw diagram Call Flw diagram f prpsed changes Test plan Cntingency back ut plan All prpsed changes MUST be apprved in the Case prir by the custmer t any change being implemented In mst cases, all testing f the changes will be dne jintly with a Managed Services Engineer and the custmer t ensure accuracy f changes As a part f strict Change Cntrl the Managed Services Engineer will als exprt a current Attendant cnfiguratin backup pre, and pst changes. Supprt Cases A truble Case shuld be pened fr any unexplained behavir f the PureCnnect platfrm. Supprt Cases can be pened via the web prtal and via the phne. Fr the timeliest results, it is recmmended that cases be pened via the phne. Practive Cases As a Managed Services custmer, yur PureCnnect platfrm is mnitred regularly by the Managed Services team. Using remte mnitring telemetry, the Managed Services Engineering staff will practively pen Cases t cnsult with the custmer t ptimize the PureCnnect Platfrm based n the custmer s usage f the system. 16

17 Admin Cases These cases are used fr prblems r questins related t yur My Supprt Prtal accunt. Case Severity Definitins Prd Dwn Issues that cause a lss f cre functinality f the PureCnnect Platfrm. High pririty Issues that severely impact the PureCnnect Platfrm as a whle. In these scenaris, the system will still be functining but the usability f the system will be significantly impeded. High pririty Cases are priritized ver all ther in an engineer s queue utside f Cde Red s. Incidents may be escalated t High pririty, shuld the custmer recgnize the need t shift pririty. This functin must be perfrmed via a phne call t the Managed Services queue. This requirement is s that Managed Services can gather all necessary infrmatin quickly t facilitate timely reslutin. Medium pririty Issues with mderate impact n the PureCnnect Platfrm. The reprted prblem nly impedes the use f nnessential functins, r nly affects individual users. This is the default incident pririty. Lw pririty Issues with minimal impact n the PureCnnect Platfrm. The reprted prblem has a limited impact n nnessential system functins, is csmetic, r is simply a dcumentatin errr. General inquiries abut the PureCnnect Platfrm are als included in this categry. Service Level Agreement All Service Level Agreement (SLA) s are dependent n the deplyment f Genesys remte mnitring slutin which is prvided at n charge with mst Managed Service cntracts, and redundant hardware deplyed. 17

18 Custmer Reprts Case Reprts Upn request all Managed Services Custmers are entitled t an Open/Clsed Managed Services Case reprt. The reprts will be scheduled t be delivered n a pre-determined reccurring time perid such as weekly, bi-weekly, mnthly r quarterly. In rder t receive this reprt a Managed Services Case shuld be pened via the web r by phning the Managed Services IVR and specify the fllwing: Time perid preference (weekly, bi-weekly, mnthly r quarterly) distributin list Escalatin Management Case Escalatin Cases pened n the My Supprt Prtal ( by default are pened as a Lw pririty. T raise the pririty f a Case, please fllw the fllwing steps: Step 1: Add an update in the case requesting that the engineer mve the pririty f the incident t be raised. Typically, this will mve the case pririty t Medium. A phne call t the Managed Services Engineer is required t escalate a case t High r Cde Red pririty. Step 2: If the incident requires further escalatin, cntact the Supprt Management staff fr yur regin via r phne call. Cntact infrmatin will be prvided upn the transitin t supprt meeting. Site Impacting Issues Site impacting issues are categrized as issues that severely impede nrmal business peratins r ttal system utages relating t the PureCnnect Platfrm. All site impacting issues are categrized as Cde Red r High Pririty and are typically pened frm the Genesys remte mnitring platfrm. In cases where they are nt, these issues must be pened via the phne. Once a site impacting incident has been pened and further escalatin is required, please cntact the Supprt Management Team Billing Issues Fr billing inquires the fllwing cntact shuld be used: invices@genesys.cm. If yu d nt receive a timely respnse, please cntact yur Supprt Management Team. 18

19 User Name r Passwrd Requests fr the IVR and Web Prtal Fr any access issues t the Managed Services IVR and/r Web Prtal, please pen an Admin case r cntact supprt.custmercare@genesys.cm. If yu d nt receive a timely respnse, please cntact yur Reginal Supprt Management Team. Maintenance Activities When PureCnnect services will be impacted by custmer maintenance it is highly recmmended that a Managed Services Case be pened fr ntificatin f prbable impact. Cases will nt nly serve as ntice t the Managed Services team f maintenance, it will als allw the Managed Services team t place the custmer s mnitring platfrm int Maintenance Mde. Maintenance mde prevents unnecessary ntificatins frm being sent t the Managed Services supprt team and the custmer. Release Upgrades Mst Managed Service custmers are entitled t ne Release upgrade t their PureCnnect platfrm per quarter. Please cnsult yur Managed Services cntract t verify eligibility fr Release upgrades. Belw are the typical reasns a Release will be applied t a custmer s PureCnnect platfrm: The custmer is experiencing a service prblem due t ne f the fllwing: Knwn Sftware Change Request (SCR) New Sftware Change Request (SCR) The custmer has requested an upgrade t btain and use a new feature. The fllwing are reasns a Release upgrade request may be denied: Nne f the apprval criteria have been met abve A Release upgrade has already been applied t the custmer s system in the current quarter There are n system impacting issues driving the request In all cases if a Release is ging t be applied, all pen Managed Services cases that are t be reslved by the Release will be clsed and referenced in a new case fr the installatin f the Release. Patches Patches are released t fix specific sftware related issues. Patches are tested by the Genesys testing team in a 2 week release cycle. Managed Services will apply Patches t custmer systems fr the fllwing reasns: The custmer is experiencing a service prblem due t ne f the fllwing: Knwn Sftware Change Request (SCR) 19

20 New Sftware Change Request (SCR) The fllwing are valid reasns fr reasns a Patch request may be denied: The custmer is nt using the feature f prduct affected by the Sftware Change Request (SCR) The Sftware Change Request (SCR) is nt service affecting Gateway Service Updates/Firmware Updates Mst Managed Service custmers are entitled t ne update/upgrade t their Gateways. Please cnsult yur Managed Services cntract t verify eligibility. Gateway updates cme in tw frms typically, Service Updates (SU) and Firmware Updates. Depending n the type f Gateway used determines type f update required. Fr instance, Interactin Gateways have Service Updates (SU); hwever Audicdes Gateways have Firmware Updates. In bth Service Updates (SU) and Firmware updates new features and sftware updates are included. Mst Managed Services custmers have Service Updates/Firmware Updates cvered in their Managed Services cntracts. Please cnsult yur Managed Services cntract t verify eligibility fr Service Updates (SU) and Firmware Upgrades. Belw are the cnditins in which a custmer s Gateway(s) will be updated: The custmer is experiencing a service prblem due t ne f the fllwing: Knwn Sftware Change Request (SCR) New Sftware Change Request (SCR) The custmer has requested an upgrade t btain and use a new feature released in a Service Update. The custmer has becme 3 r mre Service Updates/Firmware Updates behind the current Generally Available (GA) Update. The fllwing are reasns a Service Update / Firmware Update request may be denied: Nne f the criteria abve has been meet There are n system impacting issues driving the request In all cases if a Service Update (SU)/Firmware Update is ging t be applied, all pen Managed Services cases that are t be reslved by the update will be clsed and referenced in a new case fr the installatin f the Service Update (SU)/Firmware Update. Windws Updates (if applicable) Managed Services, where applicable, will nly apply Genesys Testing Department validated Micrsft updates. Micrsft critical updates typically take ne calendar week t be validated by Genesys Testing Department. 20

21 Generic System Maintenance Fr a variety f reasns the Managed Services Team may need t perfrm maintenance activities n a custmer s servers. Maintenance activities may include server switchvers, and server rebts. These activities will typically supprt necessary server changes r Managed Services pen Cases. System Enhancements and Optimizatins As each new Release is applied new features and ptimized system cnfiguratins becme available. In many cases implementatin f these features will be implemented as a part f nrmal Managed Services Cases. In sme cases, implementatin f new features may require a T&M cntract t implement, as the change may be very invlved t implement. 21

22 System Mnitring Managed Services mnitrs custmers PureCnnect platfrms via remte mnitring. The Genesys mnitring platfrm is a server slutin which remtely bserves the servers, gateways, SIP prxies, and assciated devices with the PureCnnect cnfiguratin. Managed Services use f mnitring fully autmates the mnitring prcess in a single envirnment 24/7/365. Managed Services custmers receive the advantage f unique integratin t ur case management system fr fast respnse frm ur Engineers. During nrmal business hurs alerts received autmatically pen Prd Dwn cases and engage ur team f Engineers. Belw is brief list f items and services mnitred PureCnnect PureCnnect Related Devices: Interactin Gateways Interactin SIP Prxy Interactin Media Server Audicdes Mediant Gateways PureCnnect Sub-systems Starts/Stps/Restarts Windws Event Lgs *- Managed Services can nly detect alerts if the custmer s netwrk can reach the Managed Services mnitring servers System Backups Managed Services prvides fr an autmatic weekly cnfiguratin backup f PureCnnect platfrm. All backups will be perfrmed autmatically with Managed Services string a minimum f the previus tw weeks backups. Managed Services Best Practices Anti-Virus Sftware Running active virus scanning n prductin servers is never recmmended. If active scanning is abslutely required, please cntact Managed Services fr cnsultatin. It is als nt recmmended t run any 3rd party sftware that is nt certified and apprved by Genesys Testing Department. Fr a cmplete list f apprved list f anti-virus sftware please reference the Genesys Testing Department s website fr a list f recmmended sftware (Genesys Testing Department). Wh shuld cntact Managed Services? 22

23 Typically access t Managed Services is funneled thrugh a custmer s wn internal IT staff r a set f limited persnnel familiar with the PureCnnect sftware and features. Ideally less than five (5) peple shuld be accessing Managed Services via the web r phne. Change Cntrl Typically access t Managed Services is funneled thrugh a custmer s wn internal IT staff r a set f limited persnnel familiar with the PureCnnect platfrm. Limiting the number f persnnel requesting changes t the PureCnnect platfrm decreases the chances f cnflicting requests f system changes. Attendant Changes Changes t Interactin Attendant are sme f the mst imprtant changes that can be requested by Managed Services custmers. It is recmmended that all Interactin Attendant changes are funneled thrugh a smaller number f resurces than nrmal Mve, Add, Change (MAC) requests. Netwrk Changes All netwrk traffic between SIP devices shuld always maintain QS markings end-t-end at all time. Changes t a Custmer s netwrk shuld be planned carefully in rder t maintain full end-t-end netwrk Quality f Service (QS) t avid any vice quality issues. 23