{"id":252364,"date":"2020-03-12T18:30:27","date_gmt":"2020-03-13T01:30:27","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=252364"},"modified":"2020-03-12T18:30:27","modified_gmt":"2020-03-13T01:30:27","slug":"remote-workers-faq","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/emergency-response\/remote-workers-faq","title":{"rendered":"Frequently asked questions about remote workers using Genesys technology"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section css=&#8221;.vc_custom_1583521839344{background-color: #f3f3f3 !important;}&#8221;][vc_row][vc_column width=&#8221;5\/6&#8243;][vc_column_text]<\/p>\n<h1>Frequently asked questions about remote workers using Genesys technology<\/h1>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row el_class=&#8221;covid19&#8243;][vc_column]<style type='text\/css'>\r h4 { position: relative; margin-left: 1.5em; padding-left: 1.5em; } .ques {color: #FF4F1F; font-weight: bold; position: absolute; left: 0;} span.answer { color: #5D3E5D; font-weight: bold; position: absolute; left: 0; } .section_wrapper .ans { position: relative; margin-left: 1.5em; padding-left: 1.5em; } .covid19 .wpb_text_column{margin-bottom:2rem}\r <\/style>[vc_column_text]<\/p>\n<h4><span class=\"ques\">Q:<\/span> Does my Genesys Platform support home \/ remote users?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A:<\/span> Yes. All Genesys systems support home\/remote agents, including Genesys (PureEngage), PureConnect and Genesys Cloud (PureCloud).<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>What level of functionality will my users have while working remotely?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span> Voice can be provided for remote users with minimal configuration and rapid availability.<\/p>\n<p class=\"ans\">To learn about more options, see the <a href=\"\/en-sg\/emergency-response\/remote-workers-solution\">Genesys Remote Workers Solution Overview.<\/a><\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>What are the minimum technical requirements for basic functionality?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>If your agents have voice endpoints (landline, mobile) at their remote location, they can be configured to service voice calls using remote agent voice Functionality. If your agents also have a personal computer and internet connection, they can gain access to the contact centre on your corporate network in a variety of ways.<\/p>\n<p class=\"ans\">To learn about more options, see the <a href=\"\/en-sg\/emergency-response\/remote-workers-solution\">Genesys Remote Workers Solution Overview<\/a>.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>Can I use the web version of client applications if I have not deployed all the needed Genesys components?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>Yes. If you have a cloud system, client applications are natively accessible through the web. If you have a premises-based system, please contact your local Genesys representative or Customer Care, who will be able to assist.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>How do I validate that my network will ensure that my agents can work efficiently in a remote scenario?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>Genesys can help verify your Network Topology and provide consultation on best practices, required bandwidth for your network (LAN\/WAN), security requirements and data privacy.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>If I enable basic functionality, what kind of phones can my remote users utilise?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>Genesys voice will work with every phone even over PSTN (IP phone\/mobile\/landline). If your system supports WebRTC, it will work with the browser.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>If my users work remotely, do they require additional Genesys licensing?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>Additional licences are <strong>not<\/strong> required to work remotely. If you are experiencing an increase in customer interactions, we do have a Temporary Licensing Program that can assist you during this time. Please contact your Genesys representative who can advise you on available options.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>Can I setup and configure remote agents myself, or do I need to engage Genesys?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>Genesys voice requires minimal configuration and can be enabled using your own internal support teams. For assistance, contact your Genesys representative or Customer Care.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>What other costs can I expect when enabling remote users?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>PSTN costs will apply for landline usage, mobile phones and mobile phone usage during this time. If your system supports WebRTC, it will work with the browser, without additional costs.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>What security and privacy concerns do I need to address?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>Work with your local Genesys representative and they can put you in contact with the compliance team.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>Do I need to provide additional training to my users for remote call handling?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>For Genesys voice, the users will need to service their customers without their desktop and standard tools, and minimal training may be required.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>Are voice calls still recorded for remote users?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span>Yes. If calls originate from the contact centre system, calls will be recorded.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h4><span class=\"ques\">Q: <\/span>Where can I find more information about remote users?<\/h4>\n<p class=\"ans\"><span class=\"answer\">A: <\/span><strong>Genesys Cloud documentation is on help.genesys.cloud<\/strong><\/p>\n<ul class=\"ans\">\n<li>Genesys Cloud system requirements \u2013 <a href=\"https:\/\/help.genesys.cloud\/articles\/purecloud-requirements\/\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>About apps (Web, Desktop &amp; Mobile) \u2013 <a href=\"https:\/\/help.genesys.cloud\/articles\/purecloud-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>About phones \u2013 <a href=\"https:\/\/help.genesys.cloud\/articles\/about-managed-phone-configuration\/\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<\/ul>\n<p class=\"ans\"><span class=\"answer\">A: <\/span><strong>Genesys Premise documentation is on docs.genesys.com <\/strong><\/p>\n<ul class=\"ans\">\n<li>Genesys SIP-Server deployment guide &#8211; <a href=\"https:\/\/docs.genesys.com\/Special:Repository\/81fr_dep-sip.pdf?id=278979454427&amp;page=Documentation\/SIPS\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Genesys-supported IP phones &#8211; <a href=\"https:\/\/docs.genesys.com\/Documentation\/System\/latest\/SMI\/SIPSupport\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Genesys virtualisation support <a href=\"https:\/\/docs.genesys.com\/Documentation\/System\/latest\/SOE\/Virtualization\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Genesys WDE (Including ClickOnce and Virtual support) &#8211; <a href=\"https:\/\/docs.genesys.com\/Documentation\/IW\/8.5.1\/Dep\/Welcome\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Genesys WWE deployment guide \u2013 Please contact your Genesys representative<\/li>\n<\/ul>\n<p class=\"ans\"><span class=\"answer\">A: <\/span><strong>PureConnect Premise documentation is on help.genesys.com<\/strong><\/p>\n<ul class=\"ans\">\n<li>Web Applications Installation Guide (iConnect) \u2013\u00a0<a href=\"https:\/\/help.genesys.com\/cic\/mergedProjects\/wh_tr\/mergedProjects\/wh_tr_cic_web_apps\/desktop\/about_this_document.htm\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>PureConnectApps in Terminal Services environment \u2013\u00a0<a href=\"https:\/\/help.genesys.com\/cic\/mergedProjects\/wh_tr\/mergedProjects\/wh_tr_citrix\/desktop\/introduction.htm\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Connecting IceLibApplications over the internet (wss:\/\/) \u2013 <a href=\"https:\/\/help.genesys.com\/cic\/mergedProjects\/wh_tr\/mergedProjects\/wh_tr_session_mgr\/desktop\/connecting_icelib_applications_over_the_internet.htm\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Interaction SIP Bridge \u2013\u00a0<a href=\"https:\/\/help.genesys.com\/cic\/mergedProjects\/wh_tr\/mergedProjects\/wh_tr_sip_bridge\/desktop\/interaction_sip_bridge_installation_and_configuration_guide.htm\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Remote stations \u2013 <a href=\"https:\/\/help.genesys.com\/cic\/mergedProjects\/wh_ia\/desktop\/remote_stations_overview.htm\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<li>Recommended SIP IP phones \u2013 <a href=\"https:\/\/testlab.genesys.com\/ProductsPage.aspx?ProductType=5\" target=\"_blank\" rel=\"noopener noreferrer\">Click Here<\/a><\/li>\n<\/ul>\n<p>For questions or inquiries related to the above, please contact Customer Care using normal channels.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section css=&#8221;.vc_custom_1583521839344{background-color: #f3f3f3 !important;}&#8221;][vc_row][vc_column width=&#8221;5\/6&#8243;][vc_column_text] Frequently asked questions about remote workers using Genesys technology [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row el_class=&#8221;covid19&#8243;][vc_column][vc_column_text] Q: Does my Genesys Platform support home \/ remote users? A: Yes. All Genesys systems support home\/remote agents, including Genesys (PureEngage), PureConnect and Genesys Cloud (PureCloud). [\/vc_column_text][vc_column_text] Q: What level of functionality will my users have while working [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":0,"parent":248898,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-252364","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/252364","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/comments?post=252364"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/252364\/revisions"}],"predecessor-version":[{"id":252367,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/252364\/revisions\/252367"}],"up":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/248898"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=252364"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}