Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Creating DEV and PROD under same instance

    Posted 10-18-2023 16:47
    Edited by Asim Shakeel 10-18-2023 18:58
    No replies, thread closed.

    Hi Team,what are the pros and cons of creating the dev environment under the production same instance of Production by creating the division, Is there any highlighted issues any one experience by having this approach.

     Any advice would be much appreciated.


    #ArchitectureandDesign

    ------------------------------
    Asim Shakeel
    Workplace Safety & Insurance Board
    ------------------------------



  • 2.  RE: Creating DEV and PROD under same instance

    Posted 10-19-2023 07:12
    No replies, thread closed.

    Hi Asim, we did this for training and production purposes, but I guess it works for Dev/Prod too.

    We used division to create the separation and replicated our queues/skills/schedules/flows/call routing to create a mini-lab that resembles production.  For troubleshooting purposes or improving our flows, we make changes to the training flows first, test and then move to prod.

    Live agents are in the Home division and don't see any of the Training queues, which is great as it avoids confusion.

    Hope this helps



    ------------------------------
    Luis Fajardo
    Life Extension
    ------------------------------

    Original Message


  • 3.  RE: Creating DEV and PROD under same instance

    Posted 10-19-2023 09:42
    No replies, thread closed.

    We do this as well for things like Queues/Flows/Users from a DEV and Training perspective.

    The biggest thing you need to be aware of is that not everything in Genesys Cloud is divisionally aware.  As long as you aren't expecting to change parameters in non-divisionally aware items, you should be fine with a PROD/DEV in the same instance using divisions to seperate. 



    ------------------------------
    Joe Ulrich
    Evolve Bank & Trust
    ------------------------------

    Original Message


  • 4.  RE: Creating DEV and PROD under same instance

    Posted 10-19-2023 11:00
    No replies, thread closed.

    Hi Joe,

    Thank you for your response, may I know what non division item you are referring. I though changes on organization may impact all the division, have you had any counter issues/limitation on this approach. 



    ------------------------------
    Asim Shakeel
    Workplace Safety & Insurance Board
    ------------------------------

    Original Message


  • 5.  RE: Creating DEV and PROD under same instance

    Posted 10-19-2023 14:14
    No replies, thread closed.

    I am talking about any changes that you might want to test within specific roles (that are used in production divisions), any org. settings, schedule changes or routing modifications, knowledge articles, etc.  There are workarounds for a few of these, however not great options, they work.

    There are probably a bunch more that are not divisionally aware that I am not mentioning.  Point being, just be cognizant of the configurations that you are hoping to test and understand what parts of those configurations are or are not divisionally aware.



    ------------------------------
    Joe Ulrich
    Evolve Bank & Trust
    ------------------------------

    Original Message


Related Content