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Article 1 - Genesys - General Info 030906

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					New Article with 3 solutions:

Title: Genesys – General Support Information

Keywords: Genesys, webcast, webinar, meeting center, audio conferencing ,
web meeting, audio, web conferencing

Solution 1:
Genesys - General Information
Sites Affected: Pharma

Genesys Meeting Center allows users to hold interactive and productive virtual meetings from anywhere at
any time with remote participants directly from their desktop. Moderators can show documents on demand,
present applications, deliver animated PowerPoint presentations, manage their audio conference and take
control of remote participants’ computers.

The new package is (Meeting Center_3.5_EN_999). This replaces the (Genesys Web Conference Tool
1.0_EN_001)

Contacts:

   Genesys Pharma                  NAME                       EMAIL                              PHONE
Primary Contact            Elise Bass          Elise.bass@novartis.com                        862-778-6503
Secondary Contact          Jacqueline Fishbein Jacqueline.fishbein@novartis.com               862-778-6429
Inbox Manager              Jacqueline Fishbein Jacqueline.fishbein@novartis.com               862-778-6429
Subject Matter Expert      Elise Bass          Elise.bass@novartis.com                        862-778-6503
Management                 Jacqueline Fishbein Jacqueline.fishbein@novartis.com               862-778-6429
Escalation

Further Information:
Novartis Help Net Collaboration Website: http://onehealthnet.useh/it/collabtools/

Quick Reference Guides (as a link):

Genesys Getting Started Guide:




Genesys User Guide:



  G:\BusUnits\IT\
WangIT\Novartis Procedures\Project Coordinator-RS\KEWA Documents\Genesys\General info\Genesys - User Guide 10-06 LINK for Gen article.pdf
Solution 2:
Genesys – How to contact Customer Support
Sites Affected: Pharma

Problem:

The user would like to know how to contact Genesys Customer Support

Solution:

1. Create a new Vantive Ticket.
2. Customers have three ways of contacting Genesys customer support:
   a. Dial * 10 * on their telephones
   b. Moderators may click Dial Customer Services Icon       from within the Meeting Center
   c. Send an email from within the Conference Manager. Click Assistance>Email Customer Service
3. Genesys Customer Support direct numbers are listed (as country flags) at
   http://conferencing.novartis.com/contact/techsupport.htm

Log ticket as:

Type:            S/W - Custom Apps
Area:            Genesys
Detail:          Usage Question
Priority:        3 - Low
Assigned To:     SITE HELP DESK

If customer's issue cannot be resolved by the Genesys Help Desk, escalate issue to Genesys Solver Group.

Log ticket as:

Type:                   S/W - Custom Apps
Area:                   Genesys
Detail:                 Usage Question - Onsite Solver
Priority:               3 - Low
Assigned To:            ECollaboration

Checklist Questions:

1. Have you escalated this issue to the Genesys helpdesk first?
2. Use this TAD ONLY after Genesys helpdesk attempted to troubleshoot.




Solution 3:
Genesys – How to install package
Sites Affected: Pharma

Problem:

Client is requesting assistance with installing Genesys

Solution:
  1.    Create a new Vantive Ticket.
  2.    Click on Start, Utilities, Install Software
  3.    Once Net Install has initialized, the Genesys Meeting Center package will be located under the
        Workstation Utilities folder
  4.    Click on Meeting Center 3.5_EN_999 and then click on Install
  5.    When the installation is complete, close Net Install and restart computer
  6.    After Meeting Center 3.5_EN_999 has been installed, click the Genesys Meeting Launcher icon on
        the taskbar to launch a meeting:




  7.    Enter name and click

  8.    Enter the synchronization number (number in red towards the bottom on the Welcome Page)
        including the asterisks into the keypad of their telephone to identify themselves

  9.    Next time the user starts up their computer, they will have the option to setup an automatic logon to
        the Genesys Meeting Center.

*Alternate logon – Start / Applications / Meeting Center / GenMC Launcher

Log ticket as:

Type:            S/W - Custom Apps
Area:            Genesys
Detail:          Usage Question
Priority:        3 - Low
Assigned To:     SITE HELP DESK

If customer's issue is NOT resolved, escalate issue Desktop Support.

Log ticket as:

Type:                   S/W - Custom Apps
Area:                   Genesys
Detail:                 Install / Uninstall
Priority:               3 - Low
Assigned To:            SITE DESKTOP

				
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posted:11/5/2011
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