PureCloud onboarding checklist


Complete the activities and tasks listed before going live with your PureCloud org. Questions? Contact your Genesys Advisor (GA) or Partner Success Manager (PSM).

Note: Download a pdf version of the checklist here: Onboarding Checklist

Get Ready for a Cloud Contact Center

Complete When Who What
Day 1 Business Sponsor Schedule your Kickoff Call with your Genesys Advisor (GA).
Day 1 Business Sponsor Review and agree upon Getting Ready for a Cloud Contact Center document
Day 1 Business Sponsor Identify your onboarding as Genesys-led, Partner-led or Customer-led.
Week 1 Business Sponsor

Identify and assign your roles. Tell your GA or PSM.

  • Business Sponsor
  • Project Manager
  • Contact Center Admin (Designated Support Contact)
  • IT and Network Admin (Designated Support Contact)
  • Contact Center Supervisor
  • Developer (if integrating via APIs)
Week 1 Business Sponsor Let your GA know your Designated Support Contacts
Week 1 Business Sponsor Review ramp period and invoicing process with your GA.

Create your Org and Users

Complete When Who What
Week 1

Contact Center Admin

 

 Take Training

Complete When Who What
Week 2 Contact Center Admin
Week 2 IT and Network Admin
Week 2 Contact Center Supervisor
Week 3 All Agents

Subscribe and Register

Complete When Who What
Week 3 Contact Center Admin
Week 3 IT and Network Admin
Week 3 Contact Center Supervisor
Week 3 Developer

Getting Ready to Go Live

Complete When Who What
Before Contract IT and Network Admin Download and complete Customer Network Readiness Checklist.
Week 3 IT and Network Admin

Complete VoIP Readiness Network Assessment.

Week 4 IT and Network Admin

Complete your Technology & Environment “Map” (what will be connected to PureCloud). Provide map to GA.

  • BYOC
  • Telephony
  • 3rd Party Integrations (CRM…)
  • Placement of Edges
  • Computer / Browser version / Work Stations
Week 4 Project Manager

Document Go-Live plan

  • When is Go-Live?
  • Who from your company will be monitoring?
  • If Genesys-led onboarding, who from Genesys will be monitoring? If Partner-led onboarding, who from the Partner will be monitoring?
  • How will feedback from your end-customers and agents be brought to the person monitoring
  • What’s your plan to process that feedback?

Working with Genesys

Complete When Who What
Week 4 Business Sponsor

Complete the Initial “Customer Success Plan” with your GA.

Week 4 Business Sponsor

Review ramp period and invoicing process with your GA.

Week 5 Business Sponsor
Week 5 Project Manager

Test local emergency services. Validate that the correct address and phone number appear to your local emergency service systems. See Configure 911 or other emergency numbers.

Week 5 Project Manager

Complete “Getting Ready to Go Live” with your GA and Technical Account Manager (TAM), Professional Services (PS), and Customer Care as appropriate.

    Date Revision
    June 4, 2019

    Changed CSM to GA. Added e911 step.

    April 26,2019

    Self start video link added and PDF (Version 1.6) published.

    Dec 12, 2018

    Revisions made and published and PDF published. (Version 1.5)

    Dec 6, 2018

    Added Ramp Period info 

    October 17, 2018

    Revisions made and published (Version 1.4)

    September 27, 2018

    Corrected PDF links (Version 1.3) 

    September 27, 2018

    Initial publication (Version 1.2) 

    September 26, 2018

    Version 0.2 revisions made