Voice - IaC Task List

Pre Task List (Things that must be done/exist already in Genesys before deploying):

• Create groups (If assigning via pipeline)
• Create wrap up codes (if assigning via pipeline - however most likely not applicable since we have Dianne’s wrap-up code tool)
• Define closed/holiday schedules to be assigned to schedule groups
• Define data actions (only if deploying to brand new org)

Post Task List (Things that will be done after deploying):

• Call routing/DID assignment (If applicable, assign INT_XFER DID to call routing as well)
• Create PROD group (Official/Public), and deactivate yourself to prevent production calls being routed to you AND assign it to the PROD queue
• Add PROD queue to recording policy (“MaximusCanadaInteraction-Voice” in the SBC org - Only add PROD queues, not DEV or BAT!) - If applicable, remember to assign VM queue as well!
• If using internal transfer DIDs, be sure to create an external contact with the DID and ensure it’s assigned to the flow properly (in step “3.5 - DNIS/INT_XFER Check” of the flow in the Switch cases) AND assign the internal transfer DIDs to the PROD call routing
• If not using Polly/Matthew, reassign CSAT Survey in inbound flow with new CSAT survey that uses desired TTS engine/voice
• Confirm initial wrap codes are assigned to the queue(s)
• Confirm Production Data tables are correct
• Validate the queue and flow settings (ACW, Service Level, correct script is being run, Calling Party Name/Number, Call Back type etc.).
• For SBC ONLY (Reassigning CaC CSAT flow to existing CSAT flow):
  • Make sure to change “Set Post-Flow Survey” action from CaC CSAT flow to original CSAT flow: “SBC_Voice_Survey”
  • This action is found under the “Yes” path of the “CSAT Survey Check” Decision action.