Question
How do I onboard users to Genesys Cloud?
Answer
Adding a User
Adding a WebRTC Phone
Configure User
User Invite and Setup
Verifying Access
Adding a User
Go to Admin -> People and click +Add Person.
The above pop up appears to allow adding a user. Click Optional Fields and choose the relevant queues under Assign Queues. Assign Roles should contain employee and either PureCloud-User (normal support staff) or PureCloud-Supervisor (if a supervisor) at a minimum. Email should be the user’s AccessNet username @temple.edu as we do not use single sign-on, but might someday.
Adding a WebRTC Phone
Go to Admin -> Telephony -> Phone Management and click +Create New.
Configure the phone for the new user. The Phone Name should match the user’s full name. Base Settings should be WebRTC. Site should be Temple University. Person should be the new user created above. Click Save Phone.
Configure User
Go to Admin -> People and find the user you created and click to edit the record.
Modify Roles to include only the relevant division undAfter setting a password, the user will be redirected to sign in. Users should always select US East as the region or they will be unable to login in. Their AccessNet @temple.edu should be the username.er Divisions (Home division can be removed).
Modify Phone to set the Default Phone to the one created above (matches their full name). Click Save.
User Invite and Setup
User receives invite above when added to PureCloud via the step listed above (box to send invite is checked by default). Clicking Activate will take the user to a page to set their password.
After setting a password, the user will be redirected to sign in. Users should always select US East as the region or they will be unable to login in. Their AccessNet @temple.edu should be the username.
Verifying Access
After logging in, the user will receive a prompt to allow microphone and notification permissions in their browser. Afterwards, the user should see 6 icons in their navigation bar. Clicking on their profile (person icon with colored presence indicator border) will show their default phone that was set above.
Clicking Activate Queues should show all of their relevant queues. Be sure to let user know about our recording policy (all outbound calls are recorded; other party must be notified of recorded line) and how to place calls on behalf of a queue.
Technician Notes