Contact Technical Support for the following reasons:
- You have a problem with the operation of Genesys
products in a production or development environment.
- You have a problem with licenses that requires
immediate attention in order to ensure that a
production environment remains operational.
- You have post-sale technical questions about the
operation of supported Genesys products.
- You have product change or enhancement requests.
- You are notifying us of important project milestones
(such as switch upgrades, Genesys software
upgrades, or production cut over dates) so that
appropriate staff can be scheduled to be on call or
available in the event that Genesys Technical Support
is required.
Contact the suggested Genesys representative rather than Technical Support for the following reasons. Technical Support cannot help you with these issues.
- Genesys product pricing or quotations. Please contact
your Genesys Sales Representative.
- Genesys software upgrades not related to a specific
problem that has been reported to Genesys Technical
Support. Please contact Order Management or your
Genesys Sales Representative.
- Problems with general software programming, not
specific to Genesys. For example, how to define object
properties in Visual Basic. Please contact your internal
programming experts.
- Problems with products or applications not produced
by Genesys, such as switches or IVRs. Please contact
the appropriate product vendor. If a problem crosses
multiple vendors, Genesys Support would be pleased
to work with the other vendors, but you will need to
facilitate this interaction.
- Pre-sales design requests and questions. Please
contact your Genesys Sales Representative or Sales
Engineer.
- Call center architecture and design questions. Please
contact your Genesys Sales Representative who can
arrange for Genesys Professional Services to assist.
- Anticipated license file changes or additions. Please
contact your Genesys Sales Representative or Sales
Engineer.
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