Genesys Cloud - Main

Hi, when activating new PureCloud organizations the only option we can see listed for Americas is the US West region, we don't have the US East option. Is this being done on purpose?

We would have no problem activating new Orgs in the US West region however we noticed that we cannot authorize Orgs that are in the US East region which is a problem for us. Authorized organizations is the mechanism we use to access our customers organizations and if this is not possible to do it between 2 Orgs, one in the US West (end customer) and the other in the US East (partner), we would need to use an actual user to access their org, meaning that our customers will incur costs from our support. We also use this mechanism to access our customers to generate/support our billing operations. If we can't see them, we can bill them.

If new Orgs in the Americas region will be forced to be activated in the US West we need to have cross-region organization access.

I'm posting this issue here in the community forum because unfortunately we haven't obtained a solution from Genesys CX or Genesys Customer Care.

Thanks.
#Implementation
#SystemAdministration

------------------------------
Henry Zambrano
Powernet Global Telecommunications
------------------------------

I believe it is a matter of economics.  Genesys is paying big bucks to have the resources reserved for them in both US-East and US-West as well as around the world and if they don't have the customers bringing in revenue to pay for these resources, that does not look good on the bottom line.  Essentially both are the same and with less than 20 ms of delay for either one from anywhere in the US, it does not matter where you are hosted.  If you really think you need to be in US-East, I am sure someone at Genesys can find a way to make it happen.  If not, contact one of the sales reps at www.Avtex.com and see if they can help you out.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-09-2020 09:56
From: Henry Zambrano
Subject: Has the US East AWS Region for Purecloud been closed to new organizations?

Hi, when activating new PureCloud organizations the only option we can see listed for Americas is the US West region, we don't have the US East option. Is this being done on purpose?

We would have no problem activating new Orgs in the US West region however we noticed that we cannot authorize Orgs that are in the US East region which is a problem for us. Authorized organizations is the mechanism we use to access our customers organizations and if this is not possible to do it between 2 Orgs, one in the US West (end customer) and the other in the US East (partner), we would need to use an actual user to access their org, meaning that our customers will incur costs from our support. We also use this mechanism to access our customers to generate/support our billing operations. If we can't see them, we can bill them.

If new Orgs in the Americas region will be forced to be activated in the US West we need to have cross-region organization access.

I'm posting this issue here in the community forum because unfortunately we haven't obtained a solution from Genesys CX or Genesys Customer Care.

Thanks.
#Implementation
#SystemAdministration

------------------------------
Henry Zambrano
Powernet Global Telecommunications
------------------------------

Thank you Robert, I understand however the underlying problem is that our Org (partner) that is in the East region can't be authorized in our customer's orgs which were arbitrarily created in the West region.

------------------------------
Henry Zambrano
Powernet Global Telecommunications
------------------------------

Original Message:
Sent: 06-13-2020 16:30
From: Robert Wakefield-Carl
Subject: Has the US East AWS Region for Purecloud been closed to new organizations?

I believe it is a matter of economics.  Genesys is paying big bucks to have the resources reserved for them in both US-East and US-West as well as around the world and if they don't have the customers bringing in revenue to pay for these resources, that does not look good on the bottom line.  Essentially both are the same and with less than 20 ms of delay for either one from anywhere in the US, it does not matter where you are hosted.  If you really think you need to be in US-East, I am sure someone at Genesys can find a way to make it happen.  If not, contact one of the sales reps at www.Avtex.com and see if they can help you out.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-09-2020 09:56
From: Henry Zambrano
Subject: Has the US East AWS Region for Purecloud been closed to new organizations?

Hi, when activating new PureCloud organizations the only option we can see listed for Americas is the US West region, we don't have the US East option. Is this being done on purpose?

We would have no problem activating new Orgs in the US West region however we noticed that we cannot authorize Orgs that are in the US East region which is a problem for us. Authorized organizations is the mechanism we use to access our customers organizations and if this is not possible to do it between 2 Orgs, one in the US West (end customer) and the other in the US East (partner), we would need to use an actual user to access their org, meaning that our customers will incur costs from our support. We also use this mechanism to access our customers to generate/support our billing operations. If we can't see them, we can bill them.

If new Orgs in the Americas region will be forced to be activated in the US West we need to have cross-region organization access.

I'm posting this issue here in the community forum because unfortunately we haven't obtained a solution from Genesys CX or Genesys Customer Care.

Thanks.
#Implementation
#SystemAdministration

------------------------------
Henry Zambrano
Powernet Global Telecommunications
------------------------------

This should help:

Cross-Region OAuth Clients

This will allow customers and partners to utilize the same OAuth client in different Genesys Cloud regions without the need to create a new one in each region.

https://purecloud.ideas.aha.io/ideas/CLPLA-I-822

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-15-2020 17:17
From: Henry Zambrano
Subject: Has the US East AWS Region for Purecloud been closed to new organizations?

Thank you Robert, I understand however the underlying problem is that our Org (partner) that is in the East region can't be authorized in our customer's orgs which were arbitrarily created in the West region.

------------------------------
Henry Zambrano
Powernet Global Telecommunications

Original Message:
Sent: 06-13-2020 16:30
From: Robert Wakefield-Carl
Subject: Has the US East AWS Region for Purecloud been closed to new organizations?

I believe it is a matter of economics.  Genesys is paying big bucks to have the resources reserved for them in both US-East and US-West as well as around the world and if they don't have the customers bringing in revenue to pay for these resources, that does not look good on the bottom line.  Essentially both are the same and with less than 20 ms of delay for either one from anywhere in the US, it does not matter where you are hosted.  If you really think you need to be in US-East, I am sure someone at Genesys can find a way to make it happen.  If not, contact one of the sales reps at www.Avtex.com and see if they can help you out.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-09-2020 09:56
From: Henry Zambrano
Subject: Has the US East AWS Region for Purecloud been closed to new organizations?

Hi, when activating new PureCloud organizations the only option we can see listed for Americas is the US West region, we don't have the US East option. Is this being done on purpose?

We would have no problem activating new Orgs in the US West region however we noticed that we cannot authorize Orgs that are in the US East region which is a problem for us. Authorized organizations is the mechanism we use to access our customers organizations and if this is not possible to do it between 2 Orgs, one in the US West (end customer) and the other in the US East (partner), we would need to use an actual user to access their org, meaning that our customers will incur costs from our support. We also use this mechanism to access our customers to generate/support our billing operations. If we can't see them, we can bill them.

If new Orgs in the Americas region will be forced to be activated in the US West we need to have cross-region organization access.

I'm posting this issue here in the community forum because unfortunately we haven't obtained a solution from Genesys CX or Genesys Customer Care.

Thanks.
#Implementation
#SystemAdministration

------------------------------
Henry Zambrano
Powernet Global Telecommunications
------------------------------