Genesys Hosted Provider Edition (HPE) 8.1 User manual

Genesys Telecommunications Laboratories, Inc.
2001 Junipero Serra Boulevard, Daly City, CA 94014
Tel: (888) GENESYS Fax: [phone] www.genesyslab.com
Product Availability Announcement
Hosted Provider Edition (HPE) 8.1
June 30, 2011
1. Product Availability
The Genesys team is pleased to announce the Product Availability of
Hosted Provider Edition (HPE) 8.1 effective today, June 30, 2011. Version 8.1
HPE targets Genesys Hosted Partners and their Enterprise customers.
2. Product Information (New Features):
Features/Capabilities
Benefit
Service Provider Utilization Reports
Service providers have simplified access to tenant by
tenant reports that detail system utilization and
measure peak concurrent logins. Reports can be by
month or across a series of months.
HPE TrueConnect
Casual agents are able to participate in routing
scenarios with just a phone set. Contact center
operations can continue even if IP connectivity is
interrupted or a building evacuation occurs.
Predefined HPE Routing Strategies
These parameter-based routing strategies can be
provided to tenants out of the box or simply used as
templates for creating new strategies. Either way, the
process of making new tenants active on the system is
accelerated.
Predefined HPE Announcements
Service providers are able to install a set of system
resources that can be provided to new tenants. These
resources are designed to complement the HPE
routing strategies. And assist in system deployment
and management.
Automated Tenant Creation
Eliminates potential human errors during the tenant
creation process. Enables rapid deployment and
speeds time to market by shortening the tenant
activation process.
Automated Service Deployment
Repeatable service deployment lowers the chance of
human error during the service activation process.
Enables rapid deployment, speeds time to market and
reduces costs by shortening the service activation
process.

Genesys Telecommunications Laboratories, Inc.
2001 Junipero Serra Boulevard, Daly City, CA 94014
Tel: (888) GENESYS Fax: [phone] www.genesyslab.com
Enhanced Disaster Recovery
Disaster recovery is embedded in the tenant and
service automation processes. This reduces the
amount of manual steps that must be initiated during a
DR scenario, thus saving critical time and money
Operational Parameter
Management
End users are able to change announcements, queue
thresholds and even routing targets without the need
for rewriting complex, routing strategies. Changes are
immediate and do not require IRD or reloading the
routing strategy.
Audio Resource Management
Enhanced end user experience. Allows rapid
uploading of new announcements and supports
multiple media types.
HPE Sizing Tool
Service providers are better able to manage their
solution resources. Startup costs can be reduced when
deploying a new HPE system and when adding new
tenants to an existing HPE system. Providers can
prevent over or under utilization of resources to
provide enhanced service levels to their customers
while effectively managing costs.
Detailed information about all of the new features of this release can be found in
the HPE 8.1 FAB
3. Supported Platforms
HPE 8.0 includes support for the following recommended hardware and
operating systems:
oHP Blade Server
oLinux 64
oVMWare ESX
For details on platform support including OS and switches, please refer to the
HPE Solution Guide.
Please refer to the Release Notes of the HPE 8.1 solution as well.

Genesys Telecommunications Laboratories, Inc.
2001 Junipero Serra Boulevard, Daly City, CA 94014
Tel: (888) GENESYS Fax: [phone] www.genesyslab.com
4. Product Compatibility
HPE is designed to work with the Genesys 8.0 suite of products. Specific
Products supported are defined in the table below.
Component Name
Component Version
Genesys Interactive Insights BOE Server Linux
7.6.203.00
Genesys Interactive Insights BOE Client Windows
7.6.203.00
Genesys Interactive Insights BOE Documentation
3.1.003.00
Genesys Interactive Insights
8.0.001.00
Genesys Desktop (GDK / GAD / GSD)
7.6.303.17
Genesys Info Mart
8.0.100.23
SIP Server
8.0.400.62
Network SIP Server
7.5.000.12
Genesys Administrator
8.1.000.12
Genesys Administrator Extension
8.1.001.30
Configuration Server
8.0.300.42
DB Server
8.0.300.06
ConfigServer Writable Proxy
8.0.300.42
Local Control Agent
8.0.300.09
Message Server
8.0.300.05
Solution Control Server
8.0.300.05
Configuration Import Wizard
8.0.300.01
SNMP Master Agent
8.0.300.01
Stat Server
8.0.000.33
Universal Routing Server
8.0.001.30
Interaction Routing Designer (IRD)
8.0.000.12
Interaction Concentrator (ICON)
8.0.000.37
IVR Server
7.5.016.16
eServices Interaction Server
8.0.100.24
eServices Knowledge Manager
8.0.102.00
Genesys E-mail
8.0.100.02
Genesys Chat
8.0.101.08
Universal Contact Server
8.0.200.11
Outbound Contact Server
8.0.001.10

Genesys Telecommunications Laboratories, Inc.
2001 Junipero Serra Boulevard, Daly City, CA 94014
Tel: (888) GENESYS Fax: [phone] www.genesyslab.com
License Report Manager (LRM)
8.0.000.24
Workforce Management (WFM) Server
8.0.001.03
WFM Daemon
8.0.000.09
WFM Web
8.0.001.02
WFM Data Aggregator
8.0.000.06
WFM Builder
8.0.001.04
Voice Platform Media Control Platform
8.1.310.24
Voice Platform Resource Manager
8.1.310.11
CCPulse+
8.0.000.04
5. Migration Guidelines
You will find all migration information in the HPE 8.1 Solution Guide.
6. Internationalization & Localization
HPE 8.1 solution components support localization in several languages.
Please contact Product Management for details.
7. Pricing
Packaging and Pricing for HPE 8.1 is defined through the service provider
contract and based on the Genesys Pay-Per-Use License Fee. Please refer
to the latest Genesys Pricing Guide on Xchange.
HPE 8.1 is orderable through a new sellable item:
v8.1 –Hosted Provider Edition
8.1.0
3GP08747ACAA
The HPE 8.1 sellable item requires PM approval at this time.
It is required that HPE customers order the new License Reporting Manager
8.0 to enable usage tracking in the HPE environment:
v8.0 - License Reporting Manager
8.0.0
3GP08709ACAA

Genesys Telecommunications Laboratories, Inc.
2001 Junipero Serra Boulevard, Daly City, CA 94014
Tel: (888) GENESYS Fax: [phone] www.genesyslab.com
8. Documentation
The HPE 8.1 Solution Guide and the HPE 8.1 Tenant Administrators Guide
are restricted documents available by ordering HPE 8.1 or Genesys Technical
Support.
9. Sales Tools
In the upcoming months, a full library of HPE Sales Tools will be available on
Xchange. Feel free to share this material with customers and partners as it
becomes available.
10. If you need further help
Any production related technical questions should be addressed to Genesys
Technical support.
Other contacts:
Kelly Still Product Manager
Barb Rigel Product Marketing Manager
11. Acknowledgements
Thanks to the HPE team for the dedication that resulted in this highly
anticipated release. In addition, thanks to all on the extended teams who
showed superb teamwork and without whose help HPE 8.1 could not have
been achieved.
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