Genesys Setup: Day-Zero Path to a Working Call Loop

Write five day-one jobs, map each to researched Genesys packaging, and pick the cheapest tier that covers all five — including seats/numbers if usage-based. 1. List the five things the sales + support team must do on day one.

1. Match each one to researched Genesys packaging. Our research does not flag plan-gated capabilities for Genesys, but confirm your must-haves — including seats, numbers, and minute/usage allotments — against the packaging you actually intend to buy.
2. Pick the cheapest package that covers all five.
3. Check contacts and minute/number limits, not just feature checkmarks. Confirm seat/number caps for Genesys before inviting everyone. Our snapshot records no trial length for Genesys — ask for an evaluation window (and seat count and number/minute allotment) in writing before you commit seats. Never invent list prices here — confirm seats, numbers/minutes, and quote terms on /pricing/genesys/. Worked example: an 8-person sales + support team needs cloud phone, call routing, call recording, and WhatsApp Business plus CRM CTI / call logging on day one in Genesys. They start on Genesys Cloud CX 1 and note which capabilities would force an upgrade.

Name one communications owner — not a committee — before you invite the sales + support team. 1. Create the workspace with real company identity and timezone.

1. Name one owner with ~2 hours a week for seats, numbers, users, and CTI hygiene.
2. Agree: new numbers, IVR / routing, and seat or number-pack upgrades go through that owner only.
3. In Genesys, open admin console, numbers, or users settings — confirm the current control labels in the product, docs, or trial. Worked example: an 8-person sales + support team makes ops the Genesys communications owner, writes the two-hour commitment into the week, and blocks everyone else from buying seat or number-pack upgrades for 30 days.

Configure one call queue / IVR route that matches how you actually route and answer for the next 90 days. 1. Freeze audience definition, personas, and exclusions in writing.

1. Build one saved queue / IVR route in Genesys. cloud phone is researched across every Genesys plan we snapshot
2. Add do-not-call numbers (do-not-call, blocked numbers, competitors).
3. Spot-check 20 records for number quality, routing fit, and ownership. Worked example: an 8-person sales + support team builds one mid-market inbound queue in Genesys, suppresses do-not-call and blocked numbers, and rejects the queue until 18 of 20 spot-checks look call-ready.

Finish day-zero by proving a agent can run the loop without screenshots of another tool. 1. Connect CRM CTI / call logging for contacts and activities. Research names Salesforce, Servicenow, Zendesk, Microsoft Teams, and Slack on the Genesys side — confirm the connectors your call and messaging loop depends on.

1. Enable one voice channel — calls or IVR / routing, not both. call recording is researched across every Genesys plan we snapshot and team messaging is researched across every Genesys plan we snapshot
2. Have a non-admin: place or take a softphone call and confirm the activity landed in CRM.
3. Write a one-page setup note: package, owner, list, channel, known gaps. Worked example: an 8-person sales + support team connects HubSpot, turns on a basic inbound IVR in Genesys, and only invites the rest of the sales + support team after Priya completes dial → route → softphone → CRM log without help.