Self start: Genesys Cloud onboarding and activation

An org is a set of Genesys Cloud products and services, selected by a business to accommodate its specific requirements. The process of defining an org is called onboarding. To get started, select the use case that best describes you:

  • You are ready to set up your Genesys Cloud org.

  • You recently subscribed, have not set up your org yet, and did not receive an activation email. Call sales at 888-GENESYS (888-436-3797) for assistance.

  • If you encounter activation issues, please contact with the Organization ID information and screenshots of the error or issue.
Note: This article is for Genesys Cloud admins. For more information about other user roles, see New users.

You are ready to set up your Genesys Cloud org

This procedure is appropriate for most new customers.

Note: Before activating a new org, log out of all other Genesys Cloud orgs. To log out, access user settings from your picture in the sidebar. Then click Logout.

Activating your org (3:12)

Note: To request a free, 30-day trial, complete this online form. Creating an org this way allows you to use billable features for a trial period. A sales representative contacts you. Your sales representative works with you to start the setup process. Afterward, you receive an email titled “Activate Your Genesys Cloud Features.”
  1. Open the email titled “Activate Your Genesys Cloud Features.”

  2. Click Activate. Genesys Cloud prompts you to sign up for a new account.

  3. Select your region and click Sign Up.

  4. Enter the basic information required to create a Genesys Cloud account. Then click Next.

    Note: The short name for this new org is created from the CompanyName entry. This unique identifier is used to specify this org when logging in, and cannot be changed. From the CompanyName input, the short name is created as follows:
    • All letters are lowercase
    • Spaces and special characters are removed, except for dashes
    • If the short name already exists, a number is added at the end

  5. (Optional) Invite other persons to use Genesys Cloud. You can also invite people later.

  6. Click Activate Now. Wait for the org activation process to complete.

  7. Your Genesys Cloud org is ready. Enter your email address and password from step 6. Click Log In.

  8. Wait while the system activates features and customizes billing for the org, based upon the subscription created by sales. If you signed up for a trial, you are not billed.

  9. When setup is complete, click Continue.

  10. At this point, billing is enabled for paying customers only, and your subscribed products and features are ready to use. Sales checks to ensure that everything activated properly. Afterward, you receive an email with “Thank you for Activating Your Genesys Cloud Features” in the subject line.

  11. You receive an email with “Welcome to Genesys Cloud” in the subject line. This email confirms that your org is active. It contains important links you use to log in, download apps, or send invitations. It’s a good idea to bookmark these pages, and to share them with others.

  12. Next, see Steps to complete after a billable org is activated.

Steps to complete after a billable org is activated

After you set up your organization and create your user account and a test account, you’ll assign the appropriate roles to those accounts. With those roles, you can then configure phones, make calls, and route calls through the Genesys Cloud ACD system.

The following steps walk you through the initial setup. You can find additional information for each step in the Genesys Cloud Resource Center. 

Step 1: Assign roles

Check your email. If you’ve received a notification that your organization is ready, then it’s time to get started. Start by assigning roles to your Genesys Cloud user account. To verify that your ACD configuration works, add a second user—a test agent—and assign roles to that user.

To learn more, watch this short video. Below the video are step-by-step instructions.

Step 1: Assign roles (02:08)

Assign roles to your user account

  1. Click Admin.
  2. Under People & Permissions, click People.
  3. Next to your user, click More. 
  4. Click Edit Person.
  5. On the Roles & Licenses tab, select these roles:
    • admin
    • agent
    • Communicate – Admin
    • Communicate – User
    • Genesys Cloud Supervisor
    • Master Admin
    • Genesys Cloud Voice Admin
    • Quality Administrator
    • Quality Evaluator
    • supervisor
    • telephonyAdmin
  6. Click Save.
  7. Refresh your browser or log out and back in for the roles to take effect. 

Create a test user and assign roles to it

  1. Click Admin.
  2. Under People & Permissions, click People.
  3. Click Add Person.
  4. Type the test agent’s full name and email address.
  5. Clear the Send Invite check box.
  6. Click Create.
  7. In the list of people, find the person you just created, and then click the corresponding Edit Person button.
  8. Click the Roles & Licenses tab.
  9. Select the Agent role.
  10. Click Save.

Step 2: Make calls

In this step, you complete several important tasks:

  1. Set up a location.
  2. Create a site.
  3. Purchase two Genesys Cloud DID numbers for testing functionality.
  4. Assign one number to a user.
  5. Set up a Genesys Cloud web-based (WebRTC) phone.

Watch this video for step-by-step instructions, or read the instructions below the video.

Step 2: Make calls (05:48)

Set up a location

  1. Click Admin
  2. Under Directory, click Locations
  3. Click Add Location.
  4. Complete the form with your site information. The address fields are required.
  5. Click Save.
  6. On the Location Details page, select Make this location available for use on sites.
  7. In the Emergency Number box, type the phone number that a 911 dispatcher can call back in case an outbound emergency call from your site gets disconnected.
  8. Click Save.

Create a site

  1. Click Admin.
  2. Under Telephony, click Sites.
  3. Click Create New.
  4. Type the site name.
  5. In the Location list, select your new location.
  6. In the Time Zone list, select your time zone.
  7. Click Create Site.
  8. From Sites > General, click Make this Site my default Site.
  9. Under Phone Edge Assignments, click Use these Sites.
  10. In the Primary Sites box, begin typing PureCloud Voice AWS. Select it when you see it.
  11. In the Secondary Sites box, begin typing PureCloud Voice AWS. Select it when you see it.
  12. Click Save Site.

Purchase Genesys Cloud DID numbers

  1. Click Admin.
  2. Under Genesys Cloud Voice, click Number Management.
  3. Click Purchase Number.
  4. Select two numbers.
    Tip: You can search for available numbers by country, location, or by a specific number.
  5. Click Complete Purchase, and then click Continue.
  6. Read the agreement, and then click Sign.
  7. In the Adopt Your Signature window, select your signature, and then, click Adopt and Sign.
    The agreement appears.
  8. Click Next.
  9. Click Sign.
  10. Place your signature in the places indicated.
  11. Click Finish. 
  12. Confirm the default site address for E911 support.
    Note: Write down both DID numbers so that you can refer to them later.

    The page indicates that the number is connecting.
  13. To see that the number is in service, refresh your browser window. 

Assign a DID number to a user

  1. Click the user’s profile avatar.
  2. Under Contact Information, click Edit.
  3. In the Work Phone box, type one of the DID numbers that you wrote down, and then click Primary Voice.
    Note: Users are not able to accept calls from numbers that are not verified.
  4. Click Save.

Set up a Genesys Cloud web-based (WebRTC) phone

  1. Click Admin
  2. Under Telephony, click Phone Management.
  3. Click the Base Settings tab. 
  4. Click Create New.
  5. In the Base Settings Name box, type WebRTC.
  6. From the Phone Make and Model list, select Genesys Cloud WebRTC Phone.
  7. Click Save Base Settings.
  8. Click the Phones tab.
  9. Click Create New.
  10. In the Phone Name box, type a meaningful name. 
  11. From the Base Settings list, select WebRTC.
  12. From the Site list, select the appropriate site.
  13. From the Person list, select the appropriate user.
    Note: Create a unique WebRTC station for each user that you want to assign to a Genesys Cloud web-based phone.
  14. Click Save Phone.

Step 3: Route calls

In this step, you configure the ACD queue, set up the IVR, and then test inbound calling.

Watch this video for step-by-step instructions, or read the instructions below the video. 

Step 3: Route calls (04:13)

Create and configure an ACD queue

  1. Click Admin.
  2. Under Contact Center, click Queues.
  3. Click Create Queue.
  4. In the Name box, type Queue Test, and then click Save.
  5. Under Routing, click Disregard skills, next agent, and then click Save.
  6. Click the Members tab.
  7. In the Select new members box, begin typing your name and select it when you see it. Then, begin typing the name of the test agent you created and select it when you see it.
  8. Click .
  9. When the users appear in the list, click Save.

Configure the IVR

  1. Click Admin.
  2. Under Architect, click Architect. Architect opens in a new browser tab to the Inbound Call Flows list.
  3. Click Add.
  4. In the Name box, type Main Flow, and then click Create Flow.
  5. In the Menu Prompt box, type the instructions callers hear when they begin the flow.
    Note: You can type any prompt in the Menu Prompt box. To complete our example, type Press 1 to enter queue. You can also change the text in Initial Greeting box to any text you want.
  1. In the Toolbox, expand the Transfer menu.

  2. Click and drag the Transfer to ACD option below both Main Menu and Disconnect.SelfStart
  3. Click the DTMF icon.DTMF
  4. Click 1. Alternatively, in the Speech Recognition box, type One or any other recognitions you want to trigger the option.
  5. In the Pre-Transfer Audio box, type Transfer to Queue Now.
  6. In the Queue list, select the queue you created previously (to complete our example, select Queue Test).
  7. Click Save.
  8. Click Validate
  9. If you see no errors, click Publish.
  10. Click the tab for the main Genesys Cloud window.

Assign a DID number to the IVR

  1. Click Admin.
  2. Under Routing, select Call Routing.
  3. Click .
  4. In the Name field, type a unique call routing name. This name appears in your list of entries on the Call Routing page.
  5. To add phone numbers to associate with the configuration, do the following:
    1. Under Addresses, click .
    2. Type the complete unassigned telephone number string in numeric format only.
    3. Select the number(s) you want delivering inbound calls, and click Done.
    4. Click Add.
  6. Repeat step 5 to add more telephone numbers.
  7. Click Save.

Test your system

  1. In the upper right corner of the Genesys Cloud window, click to enable On Queue.
  2. Call the phone number and listen to the initial greeting that you set up.
  3. Click 1 on the phone dialpad.  
  4. When the interaction appears in the Genesys Cloud window, click Answer.

Congratulations, you have successfully completed the initial setup of your Genesys Cloud organization!

What’s next?

After you complete the initial Genesys Cloud setup, we recommend that you add more users and continue configuring Genesys Cloud features. For more information and quick start packages, search the Genesys Cloud Resource Center.