GENESYS BUSINESS MANAGERl.westuc.com/genesys/gbm/files/eManager-UserGuide.pdfGenesys Business Manager opens on the home page. Genesys Business Manager is an application suite that

GENESYS BUSINESS MANAGER

e-ManagerOnline Conference User Account Administration

User Guide

e-Manager User Guide v1.0 Page. 2

This User Guide contains the following sections:

Minimum Requirements ..................................................................................................3

Getting Started................................................................................................................4

Signing On to Genesys Business Manager .....................................................................7

Accessing e-Manager......................................................................................................8

Setting the Location.........................................................................................................9

e-Manager Functions & Controls ...................................................................................11Customer–View/Modify ..........................................................................................................12Contact–Add, View/Modify.....................................................................................................13Account–Add, View/Modify ....................................................................................................18

Quick Tips .....................................................................................................................22Set up a conference account for a new employee...................................................................22Give a current conference user an additional conference account .........................................22Terminate/Retire an employee.................................................................................................22Move or relocate an employee.................................................................................................22Transfer a conference account to another user .......................................................................22


Minimum Requirements

To use e-Manager you must meet the following minimum requirements.

Internet connection (56 kbps or better) Internet Explorer or compatible browser Java JVM installed* A valid login to Genesys Business Manager

* Java software allows you to run applications called "applets" that are written in the Java programminglanguage. These applets allow you to run applications and e-business solutions, such as e-Manager. If youdo not have Java JVM on your PC you can get it here: http://www.java.com/en/download/index.jsp


Getting Started

Understanding the Conference Account Database Structure

Before getting started with e-Manager it helps to have a basic understanding ofhow the database is structured to reflect your billing hierarchy and conferenceaccounts. There are three possible organizational structures:

Centralized Standard Decentralized Centralized Hybrid

Each of these structures is made up of the same underlying data types:

Customer (Parent Organization / Business Unit) Contact Account

Each data type contains one part of a complete account holder record andtogether they make up the entire account holder and billing record of a singleconference account.

Customer Contains Billing/Locationinformation such asbilling contact, address,and related billingcodes, if applicable.

Contact Account holder personalinformation, such asaddress for fulfillmentkit, user related billingcodes, etc.

Account The conferenceaccount(s) assigned tothe contact, and relatedinformation.

Accounts are linked to a Contact, which are then linked to a Customer. ACustomer can have many Contacts, but a Contact can only be associated to oneCustomer. The same logic applies for an Account; it is associated to only oneContact while a single Contact can have many Accounts.

A hierarchy is reflected in the database by defining a top-Customer, oftenreferred to as the Parent Organization; sub-Customers are then defined underthe top-Customer. A sub-Customer may also come under another sub-Customer.

The structure that supports your organization determines how the underlyingdata types are arranged as a whole and how you will navigate e-Manager.


Centralized Standard

This is commonly referred to as a single hierarchy structure. Under this modelyou only define a top-Customer. You then create and assign Contacts to thisCustomer. Accounts are then created and assigned to each Contact.

Green box depicts the invoice point.

Conference usage is totaled and rated for each account, summarized for eachcontact and only one invoice is prepared and delivered based on the billinginformation contained in the Customer record. Billing codes are typicallyassociated to Accounts and Contacts.

Decentralized

Decentralized means you have a business hierarchy that consists of a top-Customer and one or more sub-Customers. Each sub-Customer can haveadditional sub-Customers associated to it. Under a decentralized organizationalstructure each point in the hierarchy can be billed independent of the other.

This structure is also used to support individual user billing. The user informationis first used to create a Customer record (the billing information) and is thenrepeated to create the Contact record (the user information). Accounts are thenassigned to the Contact. [An example of this is found on the right side of the decentralizedorganizational graphic]

This structure is particularly useful if you have multiple departments, offices orbusiness units where each wants to receive and pay their own invoice. You willalso notice on the left side of the decentralized organizational graphic that youcan have business unit segments that are independent of one another butincluded on the same bill.

Customers will often associate billing codes at every data point. Account andContact billing codes tend to be department codes, project codes, client codes orsome other similar attribute that allows usage to be tracked and allocated at agranular level.


Decentralized Organizational Graphic

Green box depicts the invoice point.

Invoicing can only be prepared for aCustomer record and will include usageand rating for all subordinate data typesthat are not separately invoiced.

Centralized Hybrid

Graphically, the Centralized Hybridlooks much like a decentralizedorganization. The difference is that it isbilled at the top point in the hierarchy.The sub-Customers are created toorganize and summarize data bydefined data points, primarily to supportyour cost allocation and usage reportinggoals.

You are now ready to begin working ine-Manager.

Centralized Hybrid Organizational Graphic


Signing On to Genesys Business Manager

To access e-Manager you must first sign on to Genesys Business Manager.

1. Direct your web browser tohttps://gbm.genesys.com

2. Enter your username

3. Enter your password

4. Click the Log In button

The first time you sign on to Genesys Business Manager you will be asked toaccept the Terms of Use and to reset your password. The new password youenter will be the password you will use the next time you sign on, so please makea note of it.

Terms of Use

1. Click “I Accept” radio button for each

2. Click the Sign In button

3. The Reset Passwordscreen will publish

Reset Password

1. Enter your new password

2. Enter your new passworda second time to confirm

3. Click the Sign In button


Accessing e-Manager

Genesys Business Manager opens on the home page. Genesys BusinessManager is an application suite that includes:

e-Report online reporting e-Billing online bill presentment and payment e-Manager online user account administration Permissions sign on management

The top navigation bar will only display the applications for which you are grantedaccess based on the permissions established for your log in.

To access e-Manager, click on e-Manager in the top navigation bar.

The e-Manager application starts and is displayed in the Genesys BusinessManager portal.


Setting the Location

If you have a Decentralized or Centralized Hybrid organizational structure,e-Manager will ask you to set a Location when it first opens. Location can meanmany things, for some users it may be a country, a business unit a subsidiary ora sister organization. Although your organization may have many sub-Customersyour access may be limited to only a few of these as access is restricted basedon login permissions.

To set the Location, mouse over the Location button to see the Locations thatare available. Move the mouse up or down over the listuntil the Location you want to work in is highlighted, thenclick the mouse to select that Location.

If you mouse over the Location button after setting theLocation the selected Location will be displayed inorange colored text.


The e-Manager control buttons are available once a Location is set. You canthen begin working on Contacts and Accounts, you may also view and modify theCustomer information associated to the Location that you have set.

e-Manager Menu Bar with Application Control Buttons Active

You may have additional sub-Customers or business units available to you underthe selected Location. If you do have additional business units then you will beasked to select the sub-Customer you want to work in. These additional sub-Customers will be listed in a file tree format as follows:

You will only see the “Please Select a Customer” screen if you have additional business units or sub-Customers defined in your hierarchy. If this is the casethen you will be asked to select a sub-Customer to work in each time you initiatea new function, such as Customer (View/Modify), Contact (Add, View/Modify) orAccount (Add, View/Modify).


e-Manager Functions & Controls

e-Manager gives you the ability to view and interact with all three data types thatmake up a complete conference account record. These data types are:

Customer Contact Account

You can see the controls granted you if you mouse over each control button.

Customer Controls

Mouse over the Customer button to view and select the available control(s).

Customer Controls

Mouse over the Contact button to view and select the available control(s).

Account Controls

Mouse over the Account button to view and select the available control(s).


Customer –View/Modify

If your organization is Centralized Standard then this is your billing information. Ifyour organizational structure is Decentralized or Centralized Hybrid then this isthe billing or business unit information for the sub-Customer you select to workin.

If your user permissions allow you to edit this record then a Modify button willbe displayed at the bottom. Click this button, edit the fields you wish to modifyand then click submit to return to the View Customer screen.

RECALL:If you have additional sub-Customers associated tothe Location you set, then e-Manager will ask you to“Please Select a Customer” before displaying the Customer detail information.


Contact –Add, View/Modify

The Contact record contains the personal contact information for the conferenceaccount holder in addition to any billing codes that your organization requires tobe defined. This is generally a person but a Contact can also be departmentname. In either case you need to provide a valid email address for the fulfillmentinformation and associated contact details. The two available controls are:

Add a Contact View/Modify a Contact

To View/Modify a Contact you must first select the Contact. e-Manager makes iteasy for you to locate current Contacts.

The default view displays your Contacts in an alpha-sorted tabbed format. Simplyclick the various alpha tabs to view contacts with last names beginning with theletters on the tabs. If the list is long a scroll bar will appear on the right side of theindex card.


Active Tab feature control

The Active Tab feature control is a simple toggle. When the Active Tab box ischecked then the alpha-sort tabs are displayed. When the Active Tab box isunchecked then the alpha-sort tabs are removed and all contacts are listed.

At the bottom of the index card view there is a search feature that allows you totype and search for a Contact by their last name. Simply enter the last name orthe first few characters of the last name and click the Go button.

Once you have located the Contact you want to view or modify simply click theperson’s name to open the View Contact page. The View Contact page displaysthe detail information for the Contact. You also have various options available toyou from this page.


View a Contact Record

From the View Contact screen you can choose to modify the contact record byclicking the Modify button, or add an Account to the Contact being viewed byclicking the Add an Account button, or view the Accounts already associated tothe Contact by clicking on the Account tab in the index card display.

Modify a Contact allows you to modify any part of the Contact record or to“deactivate” the Contact. To deactivate a Contact means you are disabling all Accounts associated to the Contact and marking the Contact so no futureAccounts can be associated to it (this is generally done when an employeeleaves the company). You deactivate Contacts by checking the InactivateContact box on the Modify a Contact screen.

Click Modify Contact when you have finished modifying the Contact.


Modify a Contact

Add a Contact is a simple process:

1. From the Contact button, select “Add a Contact”a. If required, select the sub-Customer / business unit where you’d

like this Contact assigned

2. The Add a Contact screen will display.

If you are already viewing or modifying contacts within the sub-Customer orbusiness unit where you would like to create a new Contact then you may simplyclick the Add a Contact button at the bottom of the View Contact screen.


Default data values will automatically populate when the Add a Contact screenloads. These defaults are values you define and are typically the address, city,state, zip code and any billing codes that you want associated to your Contacts.You can easily overwrite these with new values by clicking the cells and enteringthe new values.

Billing Codes are fields that you define. If you have not defined any billing codesthen this section will not be displayed on the Add a Contact screen.

Click Submit when you have entered the required information to add theContact. Once a Contact is added you may begin assigning Accounts to theContact.


Account –Add, View/Modify

The Account record contains the information for the conference account oraccount associated to a Contact. A Contact can have one or more Accounts.There are two controls available for managing Accounts:

Add an Account View/Modify an Account

To View/Modify an Account you must locate the Account you wish to work in.You can locate an Account by following the steps to View/Modify a Contact andthen opening the Contact record and clicking the Account tab on the index cardview. You may also locate an Account by the Meeting Number using the indexcard viewer.

UsefulTip:

This graphic appears at the top of the index card viewer. You canclick on this graphic to toggle the index card between alpha andnumeric tabs. Alpha tabs allow you to search by Contact namewhile the numeric tab allows you to search for records by theAccount Meeting Number.


When you have located the Account you want to work in, the View Accountscreen will list all of the Accounts assigned. You can click the telephone iconunder the Access Number to see the dial-in numbers that are assigned to aparticular Account Meeting Number.

View Account

You modify an Account by clicking the Modify button to open the Modify anAccount screen. In this screen you have the ability to change the PIN or assignor edit an end date. End dates are assigned to deactivate accounts. You enterthe current date if you would like the Account deactivated today or you can entera future date to have the Account automatically deactivated on a particular date(deactivated accounts cannot be reactivated, you will need to issue a newAccount using the Add an Account feature).


Modify an Account

Click the Modify Account button after you have entered your modifications.

You can just as easily Add an Account. Accounts can only be added to existingContacts. If you are setting up a new employee you must first create the Contactrecord for this employee. You may then assign Accounts once the Contact recordis entered to the database.

You can open the Add an Account screen by clicking the Add an Accountbutton when viewing the Contact record or when viewing an Account record foran existing Contact. Youmay also click the “Add an Account” option from the Account drop down list on the menu bar.

If you have a hierarchy that includes sub-Customers, you will be asked to Selecta Customer when you click to Add an Account. Simply follow the previouslydescribed steps for selecting customers from the hierarchy to locate and openthe Contact record that the Account will be associated to.


Add an Account

If login preferences allow you may assign a “preferred meeting number”. This is the number that the Contact and their participants will enter to join a conferencecall hosted by the Contact; it is generally the Contact’s 7-digit or 10-digit directdial number or it can be a number of any length you specify. If this is left blankthen the database will assign a randomly generated Meeting Number.

It is also important that the correct email address be entered. The email address(es)that you enter will receive notification once the Account is available for use on theconference platform. Click Submit when completed, the database will assign thedial-in numbers for the Account following predefined rules and any specialpreferences you’ve defined.


Quick Tips

Set up a conference account for a new employee

1. Follow the steps to Add a Contact2. Follow the steps to Add an Account

Give a current conference user an additional conference account

1. Open the Contact record for the user2. Click Add an Account and complete the Add an Account form

Terminate/Retire an employee

1. Follow the View/Modify a Contact steps to open the user Contact record2. Click the Modify button3. Check the Inactivate Contact box, click submit

Note: There is no need to disable the Accounts for this user. When you check the Inactivate Contact boxall Accounts assigned to this user will be disabled. If the employee later returns to work you maythen assign a conference account–you cannot assign conference accounts to inactive Contacts.

Move or relocate an employee

1. Follow the View/Modify a Contact steps to open the user Contact record2. Update the employees address/telephone information3. Update billing codes where applicable4. Click submit

Transfer a conference account to another user

This is a common request, an employee leaves and you want to transfer the previous employee’s conference account to the new employee. Genesys strongly advises against this practice. For dataintegrity and security purposes it is better to:

1. Terminate/Retire the previous employee’s Contact record2. Set up a conference account for a new employee

Genesys advises that you check with your Sarbanes Oxley compliance officer if any other methodis to be used, such as simply editing the Contact record of the previous employee.

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Documents

GENESYS BUSINESS MANAGERl.westuc.com/genesys/gbm/files/eManager-UserGuide.pdfGenesys Business Manager opens on the home page. Genesys Business Manager is an application suite that