Genesys Demo Images
This web page contains ordering and update information for currently available and supported demo environments.
February 2020 DEMOSRV Lab Edition Image
The goal of this DEMOSRV Lab Edition is to make sure that the components on the demo image are generally the latest versions available at the time of release with less focus on Movies and Scripts, with the expectation that customer demos are increasingly moving to our hosted platforms. There have not been any new Movies or Scripts produced for this release, however, the demo image still allows the user to demonstrate many products within the Genesys PureEngage suite. It is meant as a sales tool for use by Genesys employees and approved partners and should not be used as a reference for production implementations or architectural best practices.
Ordering
License Expiration Dates on the image:
- Genesys: Expires March 31, 2021 - New expiration March 31, 2025 - please visit the Genesys License Request Page to request an updated license file for Genesys components.
- Genesys Interaction Recording (SpeechMiner): New expiration March 31, 2025 - Download GIR License Update and install within your demo image.
- Unfortunately, we can no longer generate Nuance licenses for the version of Nuance on Demosrv because that version of Nuance (version 6) is no longer supported. If Nuance is required then you will need to upgrade to Nuance 7. You can Download the Nuance_Upgrade.zip & PDF instructions from the Demosrv FTP site. You’ll need to use your FTP credentials (If your credentials are expired then you can get new ones by re-ordering Demosrv February 2020). Once you have FTP credentials you can find the files in the February 2020 2020 Demosrv\Nuance Upgrade directory
- Nuance Expires: February 04, 2022. New expiration June 30, 2024 (for Nuance 7)- Download Nuance License Update and install within your demo image.
DEMOSRV Updates
- Patch #1 (Released 2020-03-16): Download here: demosrv-2020-feb-patch1.zip. Unzip and run the executable inside your DEMOSRV image. This update fixes the following issues:
- Unable to login to Workspace Web Edition
- Unable to login to Designer after running ChangeIP utility
- Updates Change IP utility with correct parameters
- If you have issues with Jetty_HTTC or GWE starting (due to corrupted Cassandra), run the above update and then run c:\gcti\reset_cassandra_storage.bat to clean up the Cassandra data store.
- Patch #2 (Released 2021-11-29): Download here: demosrv-2020-feb-patch2.zip. Unzip and run the executable inside your DEMOSRV image, accepting the default location. This update will overwrite older files in the Genesys Softphone directory. The following issue is fixed with this update:
- Genesys Softphone unable to register against Workspace Web Edition in newer versions of Chrome
[+] Show Previous Release (March 2019) content
March 2019 DEMOSRV Lab Edition Image
The goal of this DEMOSRV Lab Edition is to make sure that the components on the demo image are generally the latest versions available at the time of release with less focus on Movies and Scripts, with the expectation that customer demos are increasingly moving to our hosted platforms. There have not been any new Movies or Scripts produced for this release, however, the demo image still allows the user to demonstrate many products within the Genesys PureEngage suite. It is meant as a sales tool for use by Genesys employees and approved partners and should not be used as a reference for production implementations or architectural best practices.
- Full Description: [+] Show March 2019 Full Description
A listing of functionality in March 2019:
- Genesys Mobile Engagement - New API for querying callback using ID. Journey timeline can display conversation in reverse order.
- Knowledge Center - Improved search accuracy, expanded list of supported languages. Ability to use translation service from Google, Microsoft, and Yandex to pre-translate articles of FAQs. Usability improvements.
- Pulse - Updated GUI to latest design guidelines. The Grid widget and the Data view have new Compact and High Color Contrast modes. The Text Widget supports extended styling options: Customize the background color of the widget, Change the text size, Change the text style (normal, bold, italic), Change the text color, Ability to show or hide the widget title for any type of widgets. Keyboard navigation.
- iWD - iWD Manager, iWD Plug-in for GAX, and iWD Web is now localized to support additional languages. The iWD Data Mart database schema has been updated. iWD Manager, iWD Web, and iWD History Note now fully support Local Control Agent (LCA). iWD Data Mart—IWD Data Mart now supports centralized logging. A checkbox that enables logging has been added to the Data Mart logging settings in the GAX plugin.
- Widgets - Rich Message Type support, fetching of EWT for a single virtual queue or group of queues, improved scrollbar, Async chat mode.
- Chat - Async mode support
- GIA - Natural Language Menu module capable to work with latest Dialog Engine, Two types of two-factor authentication. chat personas for use in chat-based applications. Intelligent Automation now supports rich media in the chat channel -- this includes the ability to enhance chat messages with images, videos, buttons, rich text, and hyperlinks. VoiceBots (previously known as Cognitive IVR), which uses Google Cloud Speech-to-Text to improve the performance of natural-language interfaces such as Dialog Engine.
- GIA Demo Capabilities - A special configuration allowing to engage chatbots and perform routing based on the Last Name entered in the Widgets. Agents can now transfer the chat back to the chatbots via 'ChatBot Transfer Queue'. The searches in the knowledge bases performed by the customers with identified email addresses are now recorded in the search history.
'Appointment' micro application. 'Holiday' demo application showing usage of Dialog Engine, rich media and two-factor authentication. 'Rich Media Demo' demo application showing usage of rich media. 'Cognitive IVR' application is a skeleton application for demoing Google Cloud Speech-to-Text integration.
- GAX eServices Management Plugin - Support of Rich Message Type in Standard Responses
- GIR / QM - Speech Miner - Interaction Search Improvements - search for screen recordings, filter by minute granularity, total matches, and a pop out media player. Support for Elasticsearch: The solution no longer uses Lucene to store the index for search and retrieval purposes. The solution now uses Elasticsearch. Quality Management Improvements: enhancements to Form Weighting, Export Completed QM Sessions Improvements, Improved Scheduling and Distribution Options.
- Genesys Universal Scripting - Genesys Universal Scripting is an intuitive Agent Scripting and Knowledge Assistance solution designed to simplify customer service operations and improve customer experience. Email and dial elements now accept a variable.
- Version upgrades - Here is just a sampling of the many components that have been upgraded to the latest versions:
Management Framework, WFM, GRS, IWD, WDE, Composer, SIP Server, Outbound Contact Server, Knowledge Center, Stat Server, Genesys Intelligent Automation (GAAP).
- Updated Configuration Server, Management Framework components as well as latest Genesys Administrator Extension (GAX) and Genesys Administrator (GA) - Configuration Server has been updated to allow Unicode character support. This means that chats, emails, display of configuration objects (such as agents) can now support any language.
- Language Packs for GUIs - Language packs have been installed for WDE, GAX, Pulse, IWD so that users can select GUI language at login
- Designer and Genesys Composer - Designer now supports Basic chat routing – a sample application is provided. Also in Designer, the Survey app called from story applications now save the results in UCS database
- Genesys Classification Server - Classification Server can now classify chat transcripts after the interaction has concluded.
- Genesys Interaction Workflow Samples - You can now set an Integrated Capture Point (ICP) to stopped mode by changing the state of the corresponding configuration object to disabled; changing the state to enabled restarts the inbound cycle of the ICP.
- Genesys Intelligent Automation (GAAP/SpeechStorm) - updated to the latest version. All demo applications have been upgraded as well.
- ‘Kate’ functionality - The language translator bot can be instantiated by conferencing in the ‘Kate Translator’ agent during a chat interaction in WDE/WWE. Note that this is a custom implementation, GIA (formerly GAAP / SpeechStorm) MicroApps are now available. The agent can send and invitation to a user through chat or email to a customer to run a MicroApps. Additionally, MicroApp ‘deflection’ can be shown by typing ‘+K’ into the Chat subject. These capabilities will allow users to demonstrate Microapps through the hosted GDemo platform and thus no longer require use of dedicated PODs. When an agent is handling an interaction with a customer, the agent can ask for assistance from the Instant Messaging Virtual Assistant using Team Communicator (SIP IM). The agent can start a consultative interaction with 'IM Helpdesk'. This functionality is only available in WDE.
- Web Engagement - When using the proxy, Proactive callback can now be triggered on external websites by updating URLs in one of the GWE-CB-* categories within the GWE plugin in GAX. Unlike previous Proactive Callback, agent availability is no longer considered in offering the callback – callbacks will be offered regardless of agent availability. This is by design of the product.
- Genesys Social Media Plugin - for Workspace Desktop Edition. Support of 280 chars in tweets.
- Proxy Configuration Tool - A new custom tool allows the user to Prefill registration forms, select widget theme (color), override widget language, enable/disable channels, enable/disable Knowledge Center, click 4 times on a proxied web page to bring up the Proxy Configuration tool.
- Manage Workspace Desktop Plugins - A new custom tool is available on the desktop when logged in Horizon View or via RDP on POD desktop. This feature allows you to define, for the current session, the plugins/tabs that are loaded by Workspace Desktop Edition.
- Additional Language Support - More components have been updated and configured to support Unicode. This enables additional language support across agents, contacts, and history.
- A completely live voice environment based on Genesys SIP Server - PBX simulators are no longer used on the demo image. These have been replaced by SIP call generators and automated endpoints. In effect, you are truly running a live contact center in this demo image. For example, one inbound voice scenario shows call center activity (1 call/second) with CCPulse Reporting showing business data, service objectives, and transactional data in real-time.
- Genesys Framework, including Genesys Administrator, and Composer - the Genesys Administrator is a web-based interface that allows you to monitor, provision, and manage your Genesys environment from a single interface, replacing CME and SCI. The Genesys Composer allows you to develop GVP based callflows and Orchestration enabled workflows in a sophisticated and developer friendly application.
- Genesys intelligent Workload Distribution (iWD) - shows capabilities such as submitting work items via a web interface (Credit Card application, Home Equity Application), fax, or email, and Bluesky web site submitting vacation package information requests. These tasks are handled by iWD and are presented into Interaction Workspace, which shows an integration of SugarCRM business application. GI2 reports are available to demonstrate historical reporting of iWD items.
- Genesys SIP Voicemail - Demonstrates use of newly released SIP Voicemail platform. Callers can leave voicemail for individual or group mailboxes. Agents can see voicemail notifications in Interaction Workspace retrieve and manage voicemails through a web or phone interface.
- Last Agent Scenario - A Composer-based scenario shows call delivery to the last called agent, including the opportunity to request a callback or to leave a voicemail that will be routed to an agent for handling.
- Genesys Rules System - Shows use of Genesys Rules in defining application and routing logic. Several Composer based applications implement rules functionality to make intelligent decisions based on customer, environment and context data.
- Genesys PSDK - Platform SDK Samples have been compiled in the environment and show use of .NET platform in developing Genesys applications.
- Genesys Co-browse - Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer "share" the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party's browser instance or the whole desktop. Genesys Co-browse provides processing of highly dynamic web pages of contemporary web sites. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.
- Genesys Proactive Engagement - Genesys Proactive Engagement provides the ability to monitor, identify, and proactively engage web visitors in conversations that match business objectives. Customers are identified using robust business rules that provide a simple and comprehensive means for identifying key customers based on their behavior on your web site and their value to your business. Key customers are then evaluated, leveraging the full power of Genesys Orchestration, and the best candidates are matched with the best agents, allowing you to better achieve your business objectives, including new customer acquisition, product sales, or customer support.
- Genesys SIP Feature Server - Genesys SIP Feature Server integrates with Genesys SIP Server to provide a SIP-based voicemail and SIP feature manager for Genesys contact centers and enterprise environments. Callers leave voicemail, and users retrieve and manage that voicemail. Administrators manage users, devices, voicemail, and call disposition (the dial plan). A distributed architecture enables scalability and enhances performance.
- Genesys Social Media Engagement - Demonstrates integration of Genesys environment with Facebook (Chat, Email, FAQ, and Web callback) and Twitter. Posts on these social media platforms are routed through Genesys based on sentiment and actionability. iWD provides an interface to view, prioritize, define rules, manage, and route interactions to an Agent Desktop. The configuration page allows the administrator to dynamically specify up to four search keywords/hashtags/mentions to capture posts in Twitter.
- Genesys Info Mart / Interactive Insights - The reporting capabilities of Info Mart and Interactive Insights, with comprehensive sets of sample interaction and business data -- including iWD, Outbound, and multi-media support (Chat/Email/Social Media), are included in this environment. Contact Center Analyzer (CCA) is also included.
- Workspace Desktop Edition - The latest desktop interface brings voice, email, chat, SMS, Twitter, Facebook, outbound, webform, web callback, proactive web engagement and cobrowse interactions into an attractive agent application. An integrated SIP endpoint, agent-to-agent communication via IM, statistical widgets, numerous interface options, and examples of customization through some creative new applications are provided. Also provides for chat and voice coaching/monitoring and agent signatures. Supervisor features include management of interactions sitting in queues and workbins. Several customizations allow for administrator-selected screenpop URL's/images/SugarCRM, voicemail integration, and saving information about the last contacted agent.
- Genesys Workforce Management, Skills Assessor, Training Manager - Genesys Workforce Management, Skills Assessor, and Training Manager have been updated on the image, allowing contact center managers an enhanced ability to manage agent schedules, training plans, and skills.
- Genesys Voice Platform (GVP) - showing numerous VoiceXML (VXML) applications, comprehensive Eclipse-based development and debugging environment, latest ASR and TTS capabilities from Nuance, GVP logging and VAR reporting - including comprehensive historical data, service quality monitoring, Video IVR, Web Service interfaces, Legacy 7.6 application/CTI support, Supplemental Services Gateway (SSG), and more...
- Orchestration Server - showcasing the capabilities provided by Conversation Manager, Genesys Rules Engine, and Orchestration Server. A comprehensive scenario (BlueSky) demonstrates the use of Conversation Manager, rules, and orchestration across multiple channels. Many basic orchestration samples are also covered.
- CIM Platform - shows Inbound voice capabilities with a simple SIP / GVP based application written in Composer. Segmentation, prioritization, and routing are demonstrated.
- Professional Services Survey Asset - shows the survey application developed as a reusable asset by Professional Services. The GVP application and associated web-based survey manager and reporting interface are included for use as a live environment.
- Outbound Contact Server, including Call Progress Detection - Live CPD results using 'pre-recorded calls' via the Genesys Media Server. Interaction Workspace is included as the new agent application handling outbound interactions.
- Genesys Administrator Extension (GAX) - The use of Genesys Administrator Extension in deploying software, managing audio resources and operational parameters, as well as license reporting in Genesys environments is available on the environment.
- E-Services - These scenarios showcase the multimedia capabilities using the Premier Financial Services website. Email, Chat (standard and proactive), SMS, Cobrowsing, and web callback are covered. Interaction Workspace has been upgraded to handle email and chat in addition to voice interactions. Genesys Agent Desktop is available to show media types that have not yet been ported to Interaction Workspace (Social Media and Callback). E-Services capabilities such as Chat and Email have also been integrated to a live Facebook page, providing for automated or interactive responses.
- Proactive Contact - Utilizing an architecture combining GVP, Media Server, and OCS, several new proactive contact applications have been built to highlight the capabilities provided by this solution
- Genesys Mobile Services - GMS allows enterprise developers to build mobile applications that utilize Genesys capabilities such as inbound voice routing, GMS chat, and callback. This platform simplifies integration with contact center infrastructure by exposing a set of APIs which can be accessed through the Internet and deployed into a customer network infrastructure.
- Custom SIP Endpoint - A custom SIP endpoint, built on the Genesys SIP Endpoint SDK has been provided on the image. This largely replaces X-Lite and Eyebeam as the default SIP endpoint.
- Integration of custom content in agent application - A web-based configuration tool allows to integrate custom content into Windows Desktop Edition by selecting an URL, the embedded SugarCRM application or your own image. This applies to most of the scenarios across multiple channels (voice, email, chat, iWD).
- Increased flexibility in deployment - This environment will allow you to change the underlying IP address of the machine with just a few small updates. You can quickly have a live environment running on your local network.
- Installation Packages - Installation packages for Genesys client applications are included in My Documents / Installers. You may use these installation packages if you wish to install clients on a separate machine.
- Microsoft Office Licensing - Microsoft Office is installed on the environment, however, on the partner
version of the image, a license key has not been installed. You can view and print documents in this reduced functionality mode. To enable full functionality of Office 2007, you must enter a license key. The Genesys internal image already has the license installed.
- Windows Updates have been disabled by default - In order to avoid any unpredicted effect on the environment, Windows automatic Updates have been disabled.
- Composer - Genesys Composer is a graphical development environment for callflows (VXML) and workflows (SCXML) that form the foundation of routing interactions in Genesys.
- Genesys Proactive Engagement - Proactive chat or Voice call back can be offered to a customer browsing PFS application based on preconfigured business rules. Integration with Co-browse can be demonstrated for established proactive chat interaction.
- Intelligent Workload Distribution (iWD) - iWD is now managed through a GAX Plugin. This means several configuration features that previously resided in iWD Manager (such as services, datamart, departments and processes, etc.) are now configured through the iWD GAX plugin. iWD Manager is now primarily used for task management and monitoring of the global task list.
- GBank Demonstration Scenario - Demonstrates multiple products in the cohesive storyline of a customer's interaction with the fictional GBank website. In addition to almost all Genesys products and solutions, this scenario includes a number of customizations such as visual assistant and customer journey timeline.
- Genesys Pulse - Genesys Pulse is a web based application that enables at-a-glance views of realtime contact center statistics. Pulse uses a modern UI and a responsive design to display statistics using many different types of visualizations. Multiple demonstration scenarios show the breadth of real-time reporting options for contact center objects.
- Genesys Knowledge Center - Genesys Knowledge Center (GKC) allows you to make the best use of your enterprise knowledge by capturing, storing, and distributing it wherever it is needed. The solution index knowledge from a variety of data sources and expose them via a single search interface, search for knowledge, provides suggestions as you type your search phrase, collects user feedback in order to promote or demote a given knowledge article's relevance for future searches. GKC plugin for Workspace Desktop Edition gives agents customer search history, allows agents to search knowledge bases, transfer the resulting knowledge to the interaction response, leverage agent’s subject matter expertise and allow them to contribute content to the knowledge base. Genesys Knowledge Center comes with a rich set of APIs and easily customizable widgets that can be exposed to the external website and intranet sites. The solution provides role-based access for Agents, Administrators, Content Managers and Reporting Users.
- Genesys Callback - The Callback service is built on top of the Genesys Mobile Services (GMS) platform, which enables mobile and other applications to easily utilize Genesys callback capabilities from their applications. Integration with the contact center callback functionality is accomplished with APIs that can be accessed through the internet and deployed into a customer’s network infrastructure. The demonstration allows you to try different callback scenarios, including voice and chat channels. You can observe the GMS callback REST API requests and the server responses in the callback demo UI. The calls are delivered to a customer (a soft-phone), and to an agent desktop.
- Workspace Desktop Edition - The latest available version of Workspace Desktop Edition is installed along with the latest versions of all plugins (social, GAS, Cobrowse, GWE and KC) and is used across all demos involving customer interactions. Workspace also includes the recently released plugin for Knowledge Center which gives easy access to centralized knowledge, as well as insight into customer search history.
- Genesys Web Services / Workspace Web Edition - The latest available version of GWS is installed and used by other solutions (interaction recording). It can be used to build custom applications on top of its API (SalesForce adapter and others). Workspace Web Edition is available as a web-based desktop.
- Genesys Survey PS Asset - Genesys Survey Solution provides the ability to create, publish and report on surveys. Four different scenarios are demonstrated. First, the immediate survey directly invokes a survey when the user calls a specific phone number. Second, a post agent interaction survey demonstrates a survey invoked after a call to an agent is completed. Third, a survey is engaged via voice callback later in the day and fourth, is the ability to perform a survey via the web. Reporting for the surveys is available in the Survey Manager component of the product.
- Ordering
- License Expiration Dates and Updates:
- Genesys: March 31, 2020. Please contact Technical Marketing (tm@genesys.com) for updated license information.
- Genesys Interaction Recording (SpeechMiner):March 31, 2020. Please contact Technical Marketing (tm@genesys.com) for updated license information.
- Nuance Expires: July 13, 2019. New expiration June 07, 2020 - Download Nuance License Update and install within your demo image.
- GIA / GAAP / SpeechStorm Expires: March 1, 2020
[+] Show Previous Release (June 2018) content
June 2018 DEMOSRV Lab Edition Image
The goal of this DEMOSRV Lab Edition is to make sure that the components on the demo image are generally the latest versions available at the time of release with less focus on Movies and Scripts, with the expectation that customer demos are increasingly moving to our hosted platforms. There have not been any new Movies or Scripts produced for this release, however, the demo image still allows the user to demonstrate many products within the Genesys PureEngage suite. It is meant as a sales tool for use by Genesys employees and approved partners and should not be used as a reference for production implementations or architectural best practices.
- Full Description: [+] Show June 2018 Full Description
A listing of functionality in June 2018:
- Genesys Classification Server - Classification Server can now classify chat transcripts after the interaction has concluded.
- Genesys Interaction Workflow Samples - You can now set an Integrated Capture Point (ICP) to stopped mode by changing the state of the corresponding configuration object to disabled; changing the state to enabled restarts the inbound cycle of the ICP.
- Genesys Intelligent Automation (GAAP/SpeechStorm) - updated to the latest 9.0.003.00 version. All demo applications have been upgraded as well.
- Genesys Mobile Services - upgraded with new capabilities. The former Admin UI of the GMS Service Management UI has been moved to the new tabs, menus, and panels of the new Services and Tools UI. The new WaitForTarget IRD Strategy has been updated. GDPR Support for Callback (Forget Me) by adding a new Delete Callback API. Chat v2 API over CometD now supports sending HTTP Notifications.
- Genesys Social Media Plugin - for Workspace Desktop Edition. Support of 280 chars in tweets.
- Speechminer Interface - Interaction Search, Export and Add Improvements, QM improvements, Search for Interactions with Screen Recording requires Recording Web Services (RWS) version 8.5.202.69 or later.
- iWD - New IWD Manager UI. iWD now uses history node for reporting. only iWD-relevant data is made available to iWD, thereby boosting performance. REST API for iWD Manager is now available to customers who want to develop custom solutions that embeds or automates iWD manager capabilities. iWD Manager no longer has a separate database for configuration objects. Configuration of iWD Manager filters, icons and user settings has been moved to Configuration Server. Excel and CSV task importing. TLS 1.2 support. Support for Interaction Server clustering.
- Genesys Universal Scripting - Genesys Universal Scripting is an intuitive Agent Scripting and Knowledge Assistance solution designed to simplify customer service operations and improve customer experience.
- Version upgrades - Here is just a sampling of the many components that have been upgraded to the latest versions:
Management Framework, WFM, GRS, IWD, WDE, Composer, SIP Server, Outbound Contact Server, Knowledge Center, Stat Server, Genesys Intelligent Automation (GAAP).
From Previous Releases:
- Updated Configuration Server, Management Framework components as well as latest Genesys Administrator Extension (GAX) and Genesys Administrator (GA) - Configuration Server has been updated to allow Unicode character support. This means that chats, emails, display of configuration objects (such as agents) can now support any language.
- Language Packs for GUIs - Language packs have been installed for WDE, GAX, Pulse, IWD so that users can select GUI language at login
- Designer and Genesys Composer - Designer now supports Basic chat routing – a sample application is provided. Also in Designer, the Survey app called from story applications now save the results in UCS database
- iWD, Rules - Primarily focused on back-end enhancements around security, fixing defects, and optimizing Business Processes. Also enhancements to role based access control, HA, and load balancing.
- Knowledge Center - Enhanced integration with Genesys Widgets, support for HTML content, an updated sample UI.
- GAAP (Speechstorm) updated to latest version - Updated look and feel, Facebook Messenger integration, enhanced multi-modal IVR capability, and many bug fixes. Also, call transfer enhancements, updated default demo application, and a new demo application (Genesys Energy) showcase many of the new features and includes 10 languages support for voice and visual personas.
- Widgets - Cobrowse tile has been added to the widget, file transfers are now possible when in a chat session, the overall Widget style now reflects the new Genesys branding and Callback (immediate/scheduled) tile has been added to the widget.
- ‘Kate’ functionality - The language translator bot can be instantiated by conferencing in the ‘Kate Translator’ agent during a chat interaction in WDE/WWE. Note that this is a custom implementation, GIA (formerly GAAP / SpeechStorm) MicroApps are now available. The agent can send and invitation to a user through chat or email to a customer to run a MicroApps. Additionally, MicroApp ‘deflection’ can be shown by typing ‘+K’ into the Chat subject. These capabilities will allow users to demonstrate Microapps through the hosted GDemo platform and thus no longer require use of dedicated PODs. When an agent is handling an interaction with a customer, the agent can ask for assistance from the Instant Messaging Virtual Assistant using Team Communicator (SIP IM). The agent can start a consultative interaction with 'IM Helpdesk'. This functionality is only available in WDE.
- GIR / QM - Speech Miner - allows an audio wave graph in Chrome that allows the user to see where there are silences in recorded audio files. From the Audio Wave Graph (when dual-channel audio is available), the user can also distinguish between when one speaker is talking vs. the other.
- Web Engagement - When using the proxy, Proactive callback can now be triggered on external websites by updating URLs in one of the GWE-CB-* categories within the GWE plugin in GAX. Unlike previous Proactive Callback, agent availability is no longer considered in offering the callback – callbacks will be offered regardless of agent availability. This is by design of the product.
- Proxy Configuration Tool - A new custom tool allows the user to Prefill registration forms, select widget theme (color), override widget language, enable/disable channels, enable/disable Knowledge Center, click 4 times on a proxied web page to bring up the Proxy Configuration tool.
- Manage Workspace Desktop Plugins - A new custom tool is available on the desktop when logged in Horizon View or via RDP on POD desktop. This feature allows you to define, for the current session, the plugins/tabs that are loaded by Workspace Desktop Edition.
- Additional Language Support - More components have been updated and configured to support Unicode. This enables additional language support across agents, contacts, and history.
- A completely live voice environment based on Genesys SIP Server - PBX simulators are no longer used on the demo image. These have been replaced by SIP call generators and automated endpoints. In effect, you are truly running a live contact center in this demo image. For example, one inbound voice scenario shows call center activity (1 call/second) with CCPulse Reporting showing business data, service objectives, and transactional data in real-time.
- Genesys Framework, including Genesys Administrator, and Composer - the Genesys Administrator is a web-based interface that allows you to monitor, provision, and manage your Genesys environment from a single interface, replacing CME and SCI. The Genesys Composer allows you to develop GVP based callflows and Orchestration enabled workflows in a sophisticated and developer friendly application.
- Genesys intelligent Workload Distribution (iWD) - shows capabilities such as submitting work items via a web interface (Credit Card application, Home Equity Application), fax, or email, and Bluesky web site submitting vacation package information requests. These tasks are handled by iWD and are presented into Interaction Workspace, which shows an integration of SugarCRM business application. GI2 reports are available to demonstrate historical reporting of iWD items.
- Genesys SIP Voicemail - Demonstrates use of newly released SIP Voicemail platform. Callers can leave voicemail for individual or group mailboxes. Agents can see voicemail notifications in Interaction Workspace retrieve and manage voicemails through a web or phone interface.
- Last Agent Scenario - A Composer-based scenario shows call delivery to the last called agent, including the opportunity to request a callback or to leave a voicemail that will be routed to an agent for handling.
- Genesys Rules System - Shows use of Genesys Rules in defining application and routing logic. Several Composer based applications implement rules functionality to make intelligent decisions based on customer, environment and context data.
- Genesys PSDK - Platform SDK Samples have been compiled in the environment and show use of .NET platform in developing Genesys applications.
- Genesys Co-browse - Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer "share" the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party's browser instance or the whole desktop. Genesys Co-browse provides processing of highly dynamic web pages of contemporary web sites. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.
- Genesys Proactive Engagement - Genesys Proactive Engagement provides the ability to monitor, identify, and proactively engage web visitors in conversations that match business objectives. Customers are identified using robust business rules that provide a simple and comprehensive means for identifying key customers based on their behavior on your web site and their value to your business. Key customers are then evaluated, leveraging the full power of Genesys Orchestration, and the best candidates are matched with the best agents, allowing you to better achieve your business objectives, including new customer acquisition, product sales, or customer support.
- Genesys SIP Feature Server - Genesys SIP Feature Server integrates with Genesys SIP Server to provide a SIP-based voicemail and SIP feature manager for Genesys contact centers and enterprise environments. Callers leave voicemail, and users retrieve and manage that voicemail. Administrators manage users, devices, voicemail, and call disposition (the dial plan). A distributed architecture enables scalability and enhances performance.
- Genesys Social Media Engagement - Demonstrates integration of Genesys environment with Facebook (Chat, Email, FAQ, and Web callback) and Twitter. Posts on these social media platforms are routed through Genesys based on sentiment and actionability. iWD provides an interface to view, prioritize, define rules, manage, and route interactions to an Agent Desktop. The configuration page allows the administrator to dynamically specify up to four search keywords/hashtags/mentions to capture posts in Twitter.
- Genesys Info Mart / Interactive Insights - The reporting capabilities of Info Mart and Interactive Insights, with comprehensive sets of sample interaction and business data -- including iWD, Outbound, and multi-media support (Chat/Email/Social Media), are included in this environment. Contact Center Analyzer (CCA) is also included.
- Workspace Desktop Edition - The latest desktop interface brings voice, email, chat, SMS, Twitter, Facebook, outbound, webform, web callback, proactive web engagement and cobrowse interactions into an attractive agent application. An integrated SIP endpoint, agent-to-agent communication via IM, statistical widgets, numerous interface options, and examples of customization through some creative new applications are provided. Also provides for chat and voice coaching/monitoring and agent signatures. Supervisor features include management of interactions sitting in queues and workbins. Several customizations allow for administrator-selected screenpop URL's/images/SugarCRM, voicemail integration, and saving information about the last contacted agent.
- Genesys Workforce Management, Skills Assessor, Training Manager - Genesys Workforce Management, Skills Assessor, and Training Manager have been updated on the image, allowing contact center managers an enhanced ability to manage agent schedules, training plans, and skills.
- Genesys Voice Platform (GVP) - showing numerous VoiceXML (VXML) applications, comprehensive Eclipse-based development and debugging environment, latest ASR and TTS capabilities from Nuance, GVP logging and VAR reporting - including comprehensive historical data, service quality monitoring, Video IVR, Web Service interfaces, Legacy 7.6 application/CTI support, Supplemental Services Gateway (SSG), and more...
- Orchestration Server - showcasing the capabilities provided by Conversation Manager, Genesys Rules Engine, and Orchestration Server. A comprehensive scenario (BlueSky) demonstrates the use of Conversation Manager, rules, and orchestration across multiple channels. Many basic orchestration samples are also covered.
- CIM Platform - shows Inbound voice capabilities with a simple SIP / GVP based application written in Composer. Segmentation, prioritization, and routing are demonstrated.
- Professional Services Survey Asset - shows the survey application developed as a reusable asset by Professional Services. The GVP application and associated web-based survey manager and reporting interface are included for use as a live environment.
- Outbound Contact Server, including Call Progress Detection - Live CPD results using 'pre-recorded calls' via the Genesys Media Server. Interaction Workspace is included as the new agent application handling outbound interactions.
- Genesys Administrator Extension (GAX) - The use of Genesys Administrator Extension in deploying software, managing audio resources and operational parameters, as well as license reporting in Genesys environments is available on the environment.
- E-Services - These scenarios showcase the multimedia capabilities using the Premier Financial Services website. Email, Chat (standard and proactive), SMS, Cobrowsing, and web callback are covered. Interaction Workspace has been upgraded to handle email and chat in addition to voice interactions. Genesys Agent Desktop is available to show media types that have not yet been ported to Interaction Workspace (Social Media and Callback). E-Services capabilities such as Chat and Email have also been integrated to a live Facebook page, providing for automated or interactive responses.
- Proactive Contact - Utilizing an architecture combining GVP, Media Server, and OCS, several new proactive contact applications have been built to highlight the capabilities provided by this solution
- Genesys Mobile Services - GMS allows enterprise developers to build mobile applications that utilize Genesys capabilities such as inbound voice routing, GMS chat, and callback. This platform simplifies integration with contact center infrastructure by exposing a set of APIs which can be accessed through the Internet and deployed into a customer network infrastructure.
- Custom SIP Endpoint - A custom SIP endpoint, built on the Genesys SIP Endpoint SDK has been provided on the image. This largely replaces X-Lite and Eyebeam as the default SIP endpoint.
- Integration of custom content in agent application - A web-based configuration tool allows to integrate custom content into Windows Desktop Edition by selecting an URL, the embedded SugarCRM application or your own image. This applies to most of the scenarios across multiple channels (voice, email, chat, iWD).
- Increased flexibility in deployment - This environment will allow you to change the underlying IP address of the machine with just a few small updates. You can quickly have a live environment running on your local network.
- Installation Packages - Installation packages for Genesys client applications are included in My Documents / Installers. You may use these installation packages if you wish to install clients on a separate machine.
- Microsoft Office Licensing - Microsoft Office is installed on the environment, however, on the partner
version of the image, a license key has not been installed. You can view and print documents in this reduced functionality mode. To enable full functionality of Office 2007, you must enter a license key. The Genesys internal image already has the license installed.
- Windows Updates have been disabled by default - In order to avoid any unpredicted effect on the environment, Windows automatic Updates have been disabled.
- Composer - Genesys Composer is a graphical development environment for callflows (VXML) and workflows (SCXML) that form the foundation of routing interactions in Genesys.
- Genesys Proactive Engagement - Proactive chat or Voice call back can be offered to a customer browsing PFS application based on preconfigured business rules. Integration with Co-browse can be demonstrated for established proactive chat interaction.
- Intelligent Workload Distribution (iWD) - iWD is now managed through a GAX Plugin. This means several configuration features that previously resided in iWD Manager (such as services, datamart, departments and processes, etc.) are now configured through the iWD GAX plugin. iWD Manager is now primarily used for task management and monitoring of the global task list.
- GBank Demonstration Scenario - Demonstrates multiple products in the cohesive storyline of a customer's interaction with the fictional GBank website. In addition to almost all Genesys products and solutions, this scenario includes a number of customizations such as visual assistant and customer journey timeline.
- Journey Analytics Dashboard - Genesys Journey Dashboard is built on top of the Genesys Pulse 8.5, which enables supervisor and contact center managers to track and monitor context services activities and visualize at-a-glance the distribution of journeys by media and type as well as the progress and trending of their journeys defined with business attributes (Services/States/Tasks). This demonstration allows you to monitor the distribution of simulated journeys for the GBank scenario including the progress and trending of the Loan application and the Loan Selection service type.
- Genesys Pulse - Genesys Pulse is a web based application that enables at-a-glance views of realtime contact center statistics within the GAX user interface. Pulse uses a modern UI and a responsive design to display statistics using many different types of visualizations. Multiple demonstration scenarios show the breadth of real-time reporting options for contact center objects.
- Genesys Knowledge Center - Genesys Knowledge Center (GKC) allows you to make the best use of your enterprise knowledge by capturing, storing, and distributing it wherever it is needed. The solution index knowledge from a variety of data sources and expose them via a single search interface, search for knowledge, provides suggestions as you type your search phrase, collects user feedback in order to promote or demote a given knowledge article's relevance for future searches. GKC plugin for Workspace Desktop Edition gives agents customer search history, allows agents to search knowledge bases, transfer the resulting knowledge to the interaction response, leverage agent’s subject matter expertise and allow them to contribute content to the knowledge base. Genesys Knowledge Center comes with a rich set of APIs and easily customizable widgets that can be exposed to the external website and intranet sites. The solution provides role-based access for Agents, Administrators, Content Managers and Reporting Users.
- Genesys Callback - The Callback service is built on top of the Genesys Mobile Services (GMS) platform, which enables mobile and other applications to easily utilize Genesys callback capabilities from their applications. Integration with the contact center callback functionality is accomplished with APIs that can be accessed through the internet and deployed into a customer’s network infrastructure. The demonstration allows you to try different callback scenarios, including voice and chat channels. You can observe the GMS callback REST API requests and the server responses in the callback demo UI. The calls are delivered to a customer (a soft-phone), and to an agent desktop.
- Workspace Desktop Edition - The latest available version of Workspace Desktop Edition (version 8.5.106) is installed along with the latest versions of all plugins (social, GAS, Cobrowse, GWE and KC) and is used across all demos involving customer interactions. Workspace also includes the recently released plugin for Knowledge Center which gives easy access to centralized knowledge, as well as insight into customer search history.
- Genesys Web Services / Workspace Web Edition - The latest available version of GWS is installed and used by other solutions (interaction recording). It can be used to build custom applications on top of its API (SalesForce adapter and others). Workspace Web Edition is available as a web-based desktop.
- Genesys Survey PS Asset - Genesys Survey Solution provides the ability to create, publish and report on surveys. Four different scenarios are demonstrated. First, the immediate survey directly invokes a survey when the user calls a specific phone number. Second, a post agent interaction survey demonstrates a survey invoked after a call to an agent is completed. Third, a survey is engaged via voice callback later in the day and fourth, is the ability to perform a survey via the web. Reporting for the surveys is available in the Survey Manager component of the product.
- Ordering
- License Expiration Dates and Updates:
- Nuance Expires: August 19, 2018 (Update 1 expired January 27, 2019). New expiration for Update 2: July 13, 2019- Download Nuance License Update and install within your demo image.
- This license update extends the expiration of Nuance to July 13, 2019.
- GIA / GAAP / SpeechStorm Expires: December 21, 2018. New expiration: December 21, 2019- Download GIA License Update and install within your demo image.
- This license update extends the expiration of GIA to December 21, 2019.
- Genesys Expires: March 31, 2019. New expiration: March 31, 2020- Download Genesys License Update and install within your demo image.
- This license update extends the expiration of Genesys to March 31, 2020.
- Genesys Interaction Recording (SpeechMiner) Expires: March 31, 2019. New expiration: March 31, 2020- Download Speechminer / GIR License Update and install within your demo image.
- This license update extends the expiration of Speechminer / GIR to March 31, 2020.
- Known Issues
- 2018-07-02 Fix for Recording/Screen Recording issues - call recording and screen recording do not work properly as shipped. Download DEMOSRV_June2018_fixScreenRecording.zip, extract it *inside* the virtual machine image and run the batch file. After the batch file has completed successfully, you will be prompted to restart the virtual machine.
- 2018-07-02 Fix for Workforce Management Routing simulation scenario - WFM Routing simulation causes excessive memory usage and crash. Download DEMOSRV_June2018_WFMStrategyFix.zip, extract it *inside* the virtual machine image and run the executable. After the update has completed successfully, you will be prompted to restart the virtual machine.
- 2018-07-23 Fix for Performance DNA Reporting - Crystal Reports does not properly load due to .NET updates. Download DEMOSRVJune2018PDNAReporting.zip, extract it *inside* the virtual machine image and run the executable. There is no need to restart the virtual machine after the update has completed.
- 2018-08-03 Fix for Genesys Universal Scripting - The GUS Admin Console displays 'Internal Server Error' upon startup. Download DEMOSRVJune2018gus.zip, extract it *inside* the virtual machine image and run the executable. There is no need to restart the virtual machine after the update has completed.
[+] Show Previous Release (December 2017) content
December 2017 DEMOSRV Lab Edition Image
The goal of this DEMOSRV Lab Edition is to make sure that the components on the demo image are generally the latest versions available at the time of release with less focus on Movies and Scripts, with the expectation that customer demos are increasingly moving to our hosted platforms. There have not been any new Movies or Scripts produced for this release, however, the demo image still allows the user to demonstrate many products within the Genesys PureEngage suite. It is meant as a sales tool for use by Genesys employees and approved partners and should not be used as a reference for production implementations or architectural best practices.
- Full Description: [+] Show December 2017 Full Description
A sample listing of functionality in December 2017:
- Updated Configuration Server, Management Framework components as well as latest Genesys Administrator Extension (GAX) and Genesys Administrator (GA) - Configuration Server has been updated to allow Unicode character support. This means that chats, emails, display of configuration objects (such as agents) can now support any language.
- Language Packs for GUIs - Language packs have been installed for WDE, GAX, Pulse, IWD so that users can select GUI language at login
- Designer and Genesys Composer - Designer now supports Basic chat routing – a sample application is provided. Also in Designer, the Survey app called from story applications now save the results in UCS database
- iWD, Rules - Primarily focused on back-end enhancements around security, fixing defects, and optimizing Business Processes. Also enhancements to role based access control, HA, and load balancing.
- Knowledge Center - Enhanced integration with Genesys Widgets, support for HTML content, an updated sample UI.
- GAAP (Speechstorm) updated to latest version - Updated look and feel, Facebook Messenger integration, enhanced multi-modal IVR capability, and many bug fixes. Also, call transfer enhancements, updated default demo application, and a new demo application (Genesys Energy) showcase many of the new features and includes 10 languages support for voice and visual personas.
- Widgets - Cobrowse tile has been added to the widget, file transfers are now possible when in a chat session, the overall Widget style now reflects the new Genesys branding and Callback (immediate/scheduled) tile has been added to the widget.
- ‘Kate’ functionality - The language translator bot can be instantiated by conferencing in the ‘Kate Translator’ agent during a chat interaction in WDE/WWE. Note that this is a custom implementation, GIA (formerly GAAP / SpeechStorm) MicroApps are now available. The agent can send and invitation to a user through chat or email to a customer to run a MicroApps. Additionally, MicroApp ‘deflection’ can be shown by typing ‘+K’ into the Chat subject. These capabilities will allow users to demonstrate Microapps through the hosted GDemo platform and thus no longer require use of dedicated PODs. When an agent is handling an interaction with a customer, the agent can ask for assistance from the Instant Messaging Virtual Assistant using Team Communicator (SIP IM). The agent can start a consultative interaction with 'IM Helpdesk'. This functionality is only available in WDE.
- GIR / QM - Speech Miner - allows an audio wave graph in Chrome that allows the user to see where there are silences in recorded audio files. From the Audio Wave Graph (when dual-channel audio is available), the user can also distinguish between when one speaker is talking vs. the other.
- Web Engagement - When using the proxy, Proactive callback can now be triggered on external websites by updating URLs in one of the GWE-CB-* categories within the GWE plugin in GAX. Unlike previous Proactive Callback, agent availability is no longer considered in offering the callback – callbacks will be offered regardless of agent availability. This is by design of the product.
- Proxy Configuration Tool - A new custom tool allows the user to Prefill registration forms, select widget theme (color), override widget language, enable/disable channels, enable/disable Knowledge Center, click 4 times on a proxied web page to bring up the Proxy Configuration tool.
- Manage Workspace Desktop Plugins - A new custom tool is available on the desktop when logged in Horizon View or via RDP on POD desktop. This feature allows you to define, for the current session, the plugins/tabs that are loaded by Workspace Desktop Edition.
- Additional Language Support - More components have been updated and configured to support Unicode. This enables additional language support across agents, contacts, and history.
- A completely live voice environment based on Genesys SIP Server - PBX simulators are no longer used on the demo image. These have been replaced by SIP call generators and automated endpoints. In effect, you are truly running a live contact center in this demo image. For example, one inbound voice scenario shows call center activity (1 call/second) with CCPulse Reporting showing business data, service objectives, and transactional data in real-time.
- Genesys Framework, including Genesys Administrator, and Composer - the Genesys Administrator is a web-based interface that allows you to monitor, provision, and manage your Genesys environment from a single interface, replacing CME and SCI. The Genesys Composer allows you to develop GVP based callflows and Orchestration enabled workflows in a sophisticated and developer friendly application.
- Genesys intelligent Workload Distribution (iWD) - shows capabilities such as submitting work items via a web interface (Credit Card application, Home Equity Application), fax, or email, and Bluesky web site submitting vacation package information requests. These tasks are handled by iWD and are presented into Interaction Workspace, which shows an integration of SugarCRM business application. GI2 reports are available to demonstrate historical reporting of iWD items.
- Genesys SIP Voicemail - Demonstrates use of newly released SIP Voicemail platform. Callers can leave voicemail for individual or group mailboxes. Agents can see voicemail notifications in Interaction Workspace retrieve and manage voicemails through a web or phone interface.
- Last Agent Scenario - A Composer-based scenario shows call delivery to the last called agent, including the opportunity to request a callback or to leave a voicemail that will be routed to an agent for handling.
- Genesys Rules System - Shows use of Genesys Rules in defining application and routing logic. Several Composer based applications implement rules functionality to make intelligent decisions based on customer, environment and context data.
- Genesys PSDK - Platform SDK Samples have been compiled in the environment and show use of .NET platform in developing Genesys applications.
- Genesys Co-browse - Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer "share" the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party's browser instance or the whole desktop. Genesys Co-browse provides processing of highly dynamic web pages of contemporary web sites. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.
- Genesys Proactive Engagement - Genesys Proactive Engagement provides the ability to monitor, identify, and proactively engage web visitors in conversations that match business objectives. Customers are identified using robust business rules that provide a simple and comprehensive means for identifying key customers based on their behavior on your web site and their value to your business. Key customers are then evaluated, leveraging the full power of Genesys Orchestration, and the best candidates are matched with the best agents, allowing you to better achieve your business objectives, including new customer acquisition, product sales, or customer support.
- Genesys SIP Feature Server - Genesys SIP Feature Server integrates with Genesys SIP Server to provide a SIP-based voicemail and SIP feature manager for Genesys contact centers and enterprise environments. Callers leave voicemail, and users retrieve and manage that voicemail. Administrators manage users, devices, voicemail, and call disposition (the dial plan). A distributed architecture enables scalability and enhances performance.
- Genesys Social Media Engagement - Demonstrates integration of Genesys environment with Facebook (Chat, Email, FAQ, and Web callback) and Twitter. Posts on these social media platforms are routed through Genesys based on sentiment and actionability. iWD provides an interface to view, prioritize, define rules, manage, and route interactions to an Agent Desktop. The configuration page allows the administrator to dynamically specify up to four search keywords/hashtags/mentions to capture posts in Twitter.
- Genesys Info Mart / Interactive Insights - The reporting capabilities of Info Mart and Interactive Insights, with comprehensive sets of sample interaction and business data -- including iWD, Outbound, and multi-media support (Chat/Email/Social Media), are included in this environment. Contact Center Analyzer (CCA) is also included.
- Workspace Desktop Edition - The latest desktop interface brings voice, email, chat, SMS, Twitter, Facebook, outbound, webform, web callback, proactive web engagement and cobrowse interactions into an attractive agent application. An integrated SIP endpoint, agent-to-agent communication via IM, statistical widgets, numerous interface options, and examples of customization through some creative new applications are provided. Also provides for chat and voice coaching/monitoring and agent signatures. Supervisor features include management of interactions sitting in queues and workbins. Several customizations allow for administrator-selected screenpop URL's/images/SugarCRM, voicemail integration, and saving information about the last contacted agent.
- Genesys Workforce Management, Skills Assessor, Training Manager - Genesys Workforce Management, Skills Assessor, and Training Manager have been updated on the image, allowing contact center managers an enhanced ability to manage agent schedules, training plans, and skills.
- Genesys Voice Platform (GVP) - showing numerous VoiceXML (VXML) applications, comprehensive Eclipse-based development and debugging environment, latest ASR and TTS capabilities from Nuance, GVP logging and VAR reporting - including comprehensive historical data, service quality monitoring, Video IVR, Web Service interfaces, Legacy 7.6 application/CTI support, Supplemental Services Gateway (SSG), and more...
- Orchestration Server - showcasing the capabilities provided by Conversation Manager, Genesys Rules Engine, and Orchestration Server. A comprehensive scenario (BlueSky) demonstrates the use of Conversation Manager, rules, and orchestration across multiple channels. Many basic orchestration samples are also covered.
- CIM Platform - shows Inbound voice capabilities with a simple SIP / GVP based application written in Composer. Segmentation, prioritization, and routing are demonstrated.
- Professional Services Survey Asset - shows the survey application developed as a reusable asset by Professional Services. The GVP application and associated web-based survey manager and reporting interface are included for use as a live environment.
- Outbound Contact Server, including Call Progress Detection - Live CPD results using 'pre-recorded calls' via the Genesys Media Server. Interaction Workspace is included as the new agent application handling outbound interactions.
- Genesys Administrator Extension (GAX) - The use of Genesys Administrator Extension in deploying software, managing audio resources and operational parameters, as well as license reporting in Genesys environments is available on the environment.
- E-Services - These scenarios showcase the multimedia capabilities using the Premier Financial Services website. Email, Chat (standard and proactive), SMS, Cobrowsing, and web callback are covered. Interaction Workspace has been upgraded to handle email and chat in addition to voice interactions. Genesys Agent Desktop is available to show media types that have not yet been ported to Interaction Workspace (Social Media and Callback). E-Services capabilities such as Chat and Email have also been integrated to a live Facebook page, providing for automated or interactive responses.
- Proactive Contact - Utilizing an architecture combining GVP, Media Server, and OCS, several new proactive contact applications have been built to highlight the capabilities provided by this solution
- Genesys Mobile Services - GMS allows enterprise developers to build mobile applications that utilize Genesys capabilities such as inbound voice routing, GMS chat, and callback. This platform simplifies integration with contact center infrastructure by exposing a set of APIs which can be accessed through the Internet and deployed into a customer network infrastructure.
- Custom SIP Endpoint - A custom SIP endpoint, built on the Genesys SIP Endpoint SDK has been provided on the image. This largely replaces X-Lite and Eyebeam as the default SIP endpoint.
- Integration of custom content in agent application - A web-based configuration tool allows to integrate custom content into Windows Desktop Edition by selecting an URL, the embedded SugarCRM application or your own image. This applies to most of the scenarios across multiple channels (voice, email, chat, iWD).
- Increased flexibility in deployment - This environment will allow you to change the underlying IP address of the machine with just a few small updates. You can quickly have a live environment running on your local network.
- Installation Packages - Installation packages for Genesys client applications are included in My Documents / Installers. You may use these installation packages if you wish to install clients on a separate machine.
- Microsoft Office Licensing - Microsoft Office is installed on the environment, however, on the partner
version of the image, a license key has not been installed. You can view and print documents in this reduced functionality mode. To enable full functionality of Office 2007, you must enter a license key. The Genesys internal image already has the license installed.
- Windows Updates have been disabled by default - In order to avoid any unpredicted effect on the environment, Windows automatic Updates have been disabled.
- Composer - Genesys Composer is a graphical development environment for callflows (VXML) and workflows (SCXML) that form the foundation of routing interactions in Genesys.
- Genesys Proactive Engagement - Proactive chat or Voice call back can be offered to a customer browsing PFS application based on preconfigured business rules. Integration with Co-browse can be demonstrated for established proactive chat interaction.
- Intelligent Workload Distribution (iWD) - iWD is now managed through a GAX Plugin. This means several configuration features that previously resided in iWD Manager (such as services, datamart, departments and processes, etc.) are now configured through the iWD GAX plugin. iWD Manager is now primarily used for task management and monitoring of the global task list.
- GBank Demonstration Scenario - Demonstrates multiple products in the cohesive storyline of a customer's interaction with the fictional GBank website. In addition to almost all Genesys products and solutions, this scenario includes a number of customizations such as visual assistant and customer journey timeline.
- Journey Analytics Dashboard - Genesys Journey Dashboard is built on top of the Genesys Pulse 8.5, which enables supervisor and contact center managers to track and monitor context services activities and visualize at-a-glance the distribution of journeys by media and type as well as the progress and trending of their journeys defined with business attributes (Services/States/Tasks). This demonstration allows you to monitor the distribution of simulated journeys for the GBank scenario including the progress and trending of the Loan application and the Loan Selection service type.
- Genesys Pulse - Genesys Pulse is a web based application that enables at-a-glance views of realtime contact center statistics within the GAX user interface. Pulse uses a modern UI and a responsive design to display statistics using many different types of visualizations. Multiple demonstration scenarios show the breadth of real-time reporting options for contact center objects.
- Genesys Knowledge Center - Genesys Knowledge Center (GKC) allows you to make the best use of your enterprise knowledge by capturing, storing, and distributing it wherever it is needed. The solution index knowledge from a variety of data sources and expose them via a single search interface, search for knowledge, provides suggestions as you type your search phrase, collects user feedback in order to promote or demote a given knowledge article's relevance for future searches. GKC plugin for Workspace Desktop Edition gives agents customer search history, allows agents to search knowledge bases, transfer the resulting knowledge to the interaction response, leverage agent’s subject matter expertise and allow them to contribute content to the knowledge base. Genesys Knowledge Center comes with a rich set of APIs and easily customizable widgets that can be exposed to the external website and intranet sites. The solution provides role-based access for Agents, Administrators, Content Managers and Reporting Users.
- Genesys Callback - The Callback service is built on top of the Genesys Mobile Services (GMS) platform, which enables mobile and other applications to easily utilize Genesys callback capabilities from their applications. Integration with the contact center callback functionality is accomplished with APIs that can be accessed through the internet and deployed into a customer’s network infrastructure. The demonstration allows you to try different callback scenarios, including voice and chat channels. You can observe the GMS callback REST API requests and the server responses in the callback demo UI. The calls are delivered to a customer (a soft-phone), and to an agent desktop.
- Workspace Desktop Edition - The latest available version of Workspace Desktop Edition (version 8.5.106) is installed along with the latest versions of all plugins (social, GAS, Cobrowse, GWE and KC) and is used across all demos involving customer interactions. Workspace also includes the recently released plugin for Knowledge Center which gives easy access to centralized knowledge, as well as insight into customer search history.
- Genesys Web Services / Workspace Web Edition - The latest available version of GWS is installed and used by other solutions (interaction recording). It can be used to build custom applications on top of its API (SalesForce adapter and others). Workspace Web Edition is available as a web-based desktop.
- Genesys Survey PS Asset - Genesys Survey Solution provides the ability to create, publish and report on surveys. Four different scenarios are demonstrated. First, the immediate survey directly invokes a survey when the user calls a specific phone number. Second, a post agent interaction survey demonstrates a survey invoked after a call to an agent is completed. Third, a survey is engaged via voice callback later in the day and fourth, is the ability to perform a survey via the web. Reporting for the surveys is available in the Survey Manager component of the product.
- Ordering
- License Updates / Expiration Dates:
- Nuance Expires: March 4, 2018. New expiration: August 19, 2018 - Download Nuance License Update and install within your demo image.
- This license update extends the expiration of Nuance to August 19, 2018.
- GIA / GAAP / SpeechStorm: September 19, 2018
- Genesys: March 31, 2019
- Genesys Interaction Recording (SpeechMiner): March 31, 2018. New expiration: March 31, 2019 - Download Speechminer License Update and install within your demo image.
- This license update extends the expiration of Speechminer to March 31, 2019.
- Known Issues
- 2017-12-20: Speechminer Web UI is not working. Please download the Speechminer fix, extract it within you image and execute it to apply the update.
[+] Show Previous Release (March 2017) content
March 2017 DEMOSRV Lab Edition Image
The goal of this DEMOSRV Lab Edition is to make sure that the components on the demo image are generally the latest versions available at the time of release with less focus on Movies and Scripts, with the expectation that customer demos are increasingly moving to our hosted platforms. There have not been any new Movies or Scripts produced for this release, however, the demo image still allows the user to demonstrate many products within the Genesys PureEngage suite. It is meant as a sales tool for use by Genesys employees and approved partners and should not be used as a reference for production implementations or architectural best practices.
- Full Description: [+] Show March 2017 Full Description
A sample listing of functionality in March 2017:
- A completely live voice environment based on Genesys SIP Server - PBX simulators are no longer used on the demo image. These have been replaced by SIP call generators and automated endpoints. In effect, you are truly running a live contact center in this demo image. For example, one inbound voice scenario shows call center activity (1 call/second) with CCPulse Reporting showing business data, service objectives, and transactional data in real-time.
- Genesys Framework, including Genesys Administrator, and Composer - the Genesys Administrator is a web-based interface that allows you to monitor, provision, and manage your Genesys environment from a single interface, replacing CME and SCI. The Genesys Composer allows you to develop GVP based callflows and Orchestration enabled workflows in a sophisticated and developer friendly application.
- Genesys intelligent Workload Distribution (iWD) - shows capabilities such as submitting work items via a web interface (Credit Card application, Home Equity Application), fax, or email, and Bluesky web site submitting vacation package information requests. These tasks are handled by iWD and are presented into Interaction Workspace, which shows an integration of SugarCRM business application. GI2 reports are available to demonstrate historical reporting of iWD items.
- Genesys SIP Voicemail - Demonstrates use of newly released SIP Voicemail platform. Callers can leave voicemail for individual or group mailboxes. Agents can see voicemail notifications in Interaction Workspace retrieve and manage voicemails through a web or phone interface.
- Last Agent Scenario - A Composer-based scenario shows call delivery to the last called agent, including the opportunity to request a callback or to leave a voicemail that will be routed to an agent for handling.
- Genesys Rules System - Shows use of Genesys Rules in defining application and routing logic. Several Composer based applications implement rules functionality to make intelligent decisions based on customer, environment and context data.
- Genesys PSDK - Platform SDK Samples have been compiled in the environment and show use of .NET platform in developing Genesys applications.
- Genesys Co-browse - Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer "share" the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party's browser instance or the whole desktop. Genesys Co-browse provides processing of highly dynamic web pages of contemporary web sites. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.
- Genesys Proactive Engagement - Genesys Proactive Engagement provides the ability to monitor, identify, and proactively engage web visitors in conversations that match business objectives. Customers are identified using robust business rules that provide a simple and comprehensive means for identifying key customers based on their behavior on your web site and their value to your business. Key customers are then evaluated, leveraging the full power of Genesys Orchestration, and the best candidates are matched with the best agents, allowing you to better achieve your business objectives, including new customer acquisition, product sales, or customer support.
- Genesys SIP Feature Server - Genesys SIP Feature Server integrates with Genesys SIP Server to provide a SIP-based voicemail and SIP feature manager for Genesys contact centers and enterprise environments. Callers leave voicemail, and users retrieve and manage that voicemail. Administrators manage users, devices, voicemail, and call disposition (the dial plan). A distributed architecture enables scalability and enhances performance.
- Genesys Social Media Engagement - Demonstrates integration of Genesys environment with Facebook (Chat, Email, FAQ, and Web callback) and Twitter. Posts on these social media platforms are routed through Genesys based on sentiment and actionability. iWD provides an interface to view, prioritize, define rules, manage, and route interactions to an Agent Desktop. The configuration page allows the administrator to dynamically specify up to four search keywords/hashtags/mentions to capture posts in Twitter.
- Genesys Info Mart / Interactive Insights - The reporting capabilities of Info Mart and Interactive Insights, with comprehensive sets of sample interaction and business data -- including iWD, Outbound, and multi-media support (Chat/Email/Social Media), are included in this environment. Contact Center Analyzer (CCA) is also included.
- Workspace Desktop Edition - The latest desktop interface brings voice, email, chat, SMS, Twitter, Facebook, outbound, webform, web callback, proactive web engagement and cobrowse interactions into an attractive agent application. An integrated SIP endpoint, agent-to-agent communication via IM, statistical widgets, numerous interface options, and examples of customization through some creative new applications are provided. Also provides for chat and voice coaching/monitoring and agent signatures. Supervisor features include management of interactions sitting in queues and workbins. Several customizations allow for administrator-selected screenpop URL's/images/SugarCRM, voicemail integration, and saving information about the last contacted agent.
- Genesys Workforce Management, Skills Assessor, Training Manager - Genesys Workforce Management, Skills Assessor, and Training Manager have been updated on the image, allowing contact center managers an enhanced ability to manage agent schedules, training plans, and skills.
- Genesys Voice Platform (GVP) - showing numerous VoiceXML (VXML) applications, comprehensive Eclipse-based development and debugging environment, latest ASR and TTS capabilities from Nuance, GVP logging and VAR reporting - including comprehensive historical data, service quality monitoring, Video IVR, Web Service interfaces, Legacy 7.6 application/CTI support, Supplemental Services Gateway (SSG), and more...
- Orchestration Server - showcasing the capabilities provided by Conversation Manager, Genesys Rules Engine, and Orchestration Server. A comprehensive scenario (BlueSky) demonstrates the use of Conversation Manager, rules, and orchestration across multiple channels. Many basic orchestration samples are also covered.
- CIM Platform - shows Inbound voice capabilities with a simple SIP / GVP based application written in Composer. Segmentation, prioritization, and routing are demonstrated.
- Professional Services Survey Asset - shows the survey application developed as a reusable asset by Professional Services. The GVP application and associated web-based survey manager and reporting interface are included for use as a live environment.
- Outbound Contact Server, including Call Progress Detection - Live CPD results using 'pre-recorded calls' via the Genesys Media Server. Interaction Workspace is included as the new agent application handling outbound interactions.
- Genesys Administrator Extension (GAX) - The use of Genesys Administrator Extension in deploying software, managing audio resources and operational parameters, as well as license reporting in Genesys environments is available on the environment.
- E-Services - These scenarios showcase the multimedia capabilities using the Premier Financial Services website. Email, Chat (standard and proactive), SMS, Cobrowsing, and web callback are covered. Interaction Workspace has been upgraded to handle email and chat in addition to voice interactions. Genesys Agent Desktop is available to show media types that have not yet been ported to Interaction Workspace (Social Media and Callback). E-Services capabilities such as Chat and Email have also been integrated to a live Facebook page, providing for automated or interactive responses.
- Proactive Contact - Utilizing a architecture combining GVP, Media Server, and OCS, several new proactive contact applications have been built to highlight the capabilities provided by this solution
- Genesys Mobile Services - GMS allows enterprise developers to build mobile applications that utilize Genesys capabilities such as inbound voice routing, GMS chat, and callback. This platform simplifies integration with contact center infrastructure by exposing a set of APIs which can be accessed through the Internet and deployed into a customer network infrastructure.
- Custom SIP Endpoint - A custom SIP endpoint, built on the Genesys SIP Endpoint SDK has been provided on the image. This largely replaces X-Lite and Eyebeam as the default SIP endpoint.
- Integration of custom content in agent application - A web-based configuration tool allows to integrate custom content into Windows Desktop Edition by selecting an URL, the embedded SugarCRM application or your own image. This applies to most of the scenarios across multiple channels (voice, email, chat, iWD).
- Increased flexibility in deployment - This environment will allow you to change the underlying IP address of the machine with just a few small updates. You can quickly have a live environment running on your local network.
- Installation Packages - Installation packages for Genesys client applications are included in My Documents / Installers. You may use these installation packages if you wish to install clients on a separate machine.
- Microsoft Office Licensing - Microsoft Office is installed on the environment, however, on the partner
version of the image, a license key has not been installed. You can view and print documents in this reduced functionality mode. To enable full functionality of Office 2007, you must enter a license key. The Genesys internal image already has the license installed.
- Windows Updates have been disabled by default - In order to avoid any unpredicted effect on the environment, Windows automatic Updates have been disabled.
- Composer - Genesys Composer is a graphical development environment for callflows (VXML) and workflows (SCXML) that form the foundation of routing interactions in Genesys.
- Genesys Proactive Engagement - Proactive chat or Voice call back can be offered to a customer browsing PFS application based on preconfigured business rules. Integration with Co-browse can be demonstrated for established proactive chat interaction.
- Intelligent Workload Distribution (iWD) - iWD is now managed through a GAX Plugin. This means several configuration features that previously resided in iWD Manager (such as services, datamart, departments and processes, etc.) are now configured through the iWD GAX plugin. iWD Manager is now primarily used for task management and monitoring of the global task list.
- GBank Demonstration Scenario - Demonstrates multiple products in the cohesive storyline of a customer's interaction with the fictional GBank website. In addition to almost all Genesys products and solutions, this scenario includes a number of customizations such as visual assistant and customer journey timeline.
- Journey Analytics Dashboard - Genesys Journey Dashboard is built on top of the Genesys Pulse 8.5, which enables supervisor and contact center managers to track and monitor context services activities and visualize at-a-glance the distribution of journeys by media and type as well as the progress and trending of their journeys defined with business attributes (Services/States/Tasks). This demonstration allows you to monitor the distribution of simulated journeys for the GBank scenario including the progress and trending of the Loan application and the Loan Selection service type.
- Genesys Pulse - Genesys Pulse is a web based application that enables at-a-glance views of realtime contact center statistics within the GAX user interface. Pulse uses a modern UI and a responsive design to display statistics using many different types of visualizations. Multiple demonstration scenarios show the breadth of real-time reporting options for contact center objects.
- Genesys Knowledge Center - Genesys Knowledge Center (GKC) allows you to make the best use of your enterprise knowledge by capturing, storing, and distributing it wherever it is needed. The solution index knowledge from a variety of data sources and expose them via a single search interface, search for knowledge, provides suggestions as you type your search phrase, collects user feedback in order to promote or demote a given knowledge article's relevance for future searches. GKC plugin for Workspace Desktop Edition gives agents customer search history, allows agents to search knowledge bases, transfer the resulting knowledge to the interaction response, leverage agent’s subject matter expertise and allow them to contribute content to the knowledge base. Genesys Knowledge Center comes with a rich set of APIs and easily customizable widgets that can be exposed to the external website and intranet sites. The solution provides role-based access for Agents, Administrators, Content Managers and Reporting Users.
- Genesys Callback - The Callback service is built on top of the Genesys Mobile Services (GMS) platform, which enables mobile and other applications to easily utilize Genesys callback capabilities from their applications. Integration with the contact center callback functionality is accomplished with APIs that can be accessed through the internet and deployed into a customer’s network infrastructure. The demonstration allows you to try different callback scenarios, including voice and chat channels. You can observe the GMS callback REST API requests and the server responses in the callback demo UI. The calls are delivered to a customer (a soft-phone), and to an agent desktop.
- Workspace Desktop Edition - The latest available version of Workspace Desktop Edition (version 8.5.106) is installed along with the latest versions of all plugins (social, GAS, Cobrowse, GWE and KC) and is used across all demos involving customer interactions. Workspace also includes the recently released plugin for Knowledge Center which gives easy access to centralized knowledge, as well as insight into customer search history.
- Genesys Web Services / Workspace Web Edition - The latest available version of GWS is installed and used by other solutions (interaction recording). It can be used to build custom applications on top of its API (SalesForce adapter and others). Workspace Web Edition is available as a web-based desktop.
- Genesys Survey PS Asset - Genesys Survey Solution provides the ability to create, publish and report on surveys. Four different scenarios are demonstrated. First, the immediate survey directly invokes a survey when the user calls a specific phone number. Second, a post agent interaction survey demonstrates a survey invoked after a call to an agent is completed. Third, a survey is engaged via voice callback later in the day and fourth, is the ability to perform a survey via the web. Reporting for the surveys is available in the Survey Manager component of the product.
- Ordering
- License Updates / Expiration Dates:
- Nuance Expires: September 19, 2017. New expiration: March 4, 2018 - Download Nuance License Update and install within your demo image.
- This license update extends the expiration of Nuance to March 4, 2018.
- SpeechStorm (GAAP): Expires: September 19, 2017. New expiration: September 19, 2018 - Download SpeechStorm (GAAP) License Update and install within your demo image.
- This license update extends the expiration of SpeechStorm (GAAP) to September 19, 2018.
- Genesys: January 31, 2018. New Expiration: March 31, 2019 - Download Genesys License Update and install within your demo image.
- This license update extends the expiration of Genesys to March 31, 2019.
- Genesys Interaction Recording (SpeechMiner): March 31, 2018
- Known Issues
- Please see the Release Notes available on the Demo Image (under Demo Startup folder) for the known issues at the time of publishing.