Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Authorized Orgs

  • 1.  Authorized Orgs

    Posted 01-21-2021 01:46
    Hi all,
    We currently have a Lab Org which we have Authorized into our customer Org.
    Reason for this is to provide support by logging in via our Lab Org and accessing our customer Org to avoid usage of Licenses.
    i have a few questions regarding this and need to understand if it is possible and if not, is it something Genesys can look at?

    Logging in this way gives us all the administrator rights required to manage customer Org

    The 2 issues we current have is:
    1. Unable to assign a phone to external users - To troubleshoot routing issues by dialing DID
    2. Unable to view Groups on Customer Org
    We use groups to assign roles to users and have more than 20 groups.
    Every new user to be created needs to be assigned to a group to inherit roles, this is current not possible when logging in via Lab Org into customer Org.
    Cannot add external users as Owners or members to Groups
    When setting Groups to Public, we are able to see all Groups and add users.
    Groups are current set for Members Only as per customer request as we have 16 different Divisions within the Org.

    Reginald Sheraton
    Bytes Systems Integration (a division of Altron TMT (Pty) Ltd)

  • 2.  RE: Authorized Orgs

    Posted 01-22-2021 05:02
    Hello Reginald,

    There are a couple of things to note. Firstly you can assign different roles in the customer org to groups in your org for traditional access. So this may mean one group of users have admin and another have view or audit.

    However if you need to emulate a user to place a call or access in the same way you need to clone a user as per the link below. The user then appears in the people list inside the customer org and can be assigned a phone.

    Richard Chandler

  • 3.  RE: Authorized Orgs

    Posted 01-22-2021 05:53
    Hi Richard,
    as indicated, we are currently using Roles in our Groups.
    the issue is that no trusted users can view these groups if not set to Public, Groups are currently set to Members Only
    I am aware of Cloning users and had this in place, this option Clones my Lab user with a user on customer Org and have access to all, but this utilizes a license.
    Just a note which is not mentioned by Genesys, when cloning a user and then removing that clone, it actually deletes the user on customer Org

    Reginald Sheraton
    Bytes Systems Integration (a division of Altron TMT (Pty) Ltd)