Make your organization hybrid media capable

AI-generated summary

Genesys Cloud automatically enables hybrid media capability for organizations created after May 11, 2022, while existing organizations can achieve this status by adding BYOC Cloud, Genesys Cloud Voice, or BYOC Premises from the AppFoundry at no additional cost, though usage charges apply. The conversion process requires 45 minutes to 4 hours and may impact active calls, necessitating execution during off-peak hours. Once enabled, hybrid media capability cannot be reversed. Hybrid media capability allows organizations to integrate their own telephony infrastructure as BYOC Premises with Genesys Cloud's cloud contact center platform. BYOC Premises Edge devices incur usage charges, while BYOC Cloud operates under a fair use policy with included monthly minutes per user and overage charges. Genesys Cloud Voice includes separate pricing for number purchases and usage. Organizations created before May 11, 2022, can initiate conversion through the AppFoundry by selecting the appropriate telephony connection option and completing the purchase workflow. The AppFoundry purchase workflow requires signing in, selecting region, locating the appropriate tile, and completing the pricing and purchase steps. Enabling hybrid media represents the first phase of a multi-phase process; additional features remain inactive until subsequent phases are completed. Organizations purchased through unsupported partners may require partner contact or special authorization. Those purchased through Genesys Cloud partners may encounter unavailability messages due to improper AppFoundry Marketplace configuration, requiring partner contact to either enable the capability on behalf of the organization or grant self-enable permission. Users access setup instructions via the Resource Center link upon completion of the purchase process. While the purchase button incurs no direct cost for adding BYOC Cloud or Genesys Cloud Voice, associated charges apply based on usage patterns. BYOC Cloud allows included monthly minutes per user at no charge, with overage fees assessed per minute when limits are exceeded. Genesys Cloud Voice involves separate pricing for number purchases and usage charges.

Note: As of May 11, 2022 Genesys Cloud automatically creates all new organizations with hybrid media capability. If you are a new customer after this date, then this article doesn’t apply to you.

If you use the BYOC Premises telephony connection option and your organization was created before May 11, 2022, you can make your organization hybrid media capable. To do so, go to the AppFoundry and locate the appropriate telephony connection option. You can add either BYOC Cloud or Genesys Cloud Voice to create your hybrid organization.

Note: Making your organization hybrid media capable is just the first phase in the process in which several key features are added to your organization. These new features do not become active until you perform the steps in the other phases. Until you do so, your organization continues to function as it did before.

Depending on the size of your organization, it can take up to 4 hours or as little as 45 minutes to make your organization hybrid media capable. During this phase of the process, active calls may be impacted. To ensure a smooth transition, Genesys Cloud recommends that you perform this phase of the operation during off hours.

Warning: After you make your organization hybrid media capable, there is no way to reverse the operation.

Get started in the AppFoundry.

Go to https://appfoundry.genesys.com/.
Click Sign in.
Select your region.
Locate and click the appropriate tile-either BYOC Cloud or Genesys Cloud Voice.
Click Purchase. The pricing screen appears.
Click Open link to view pricing information.
Click Next. The Purchase Details screen appears.
Read through the Genesys Terms of Service and click the I accept the Genesys and Vendor Terms of Service check box.
Click Purchase. The appropriate Setup Instructions screen appears.
Click Open link to go to the Resource Center or click Done.

At this point, you have enabled hybrid media and activated either BYOC Cloud or Genesys Cloud Voice.

When you are ready to convert your BYOC Premises organization into a hybrid media organization, click Configure and follow the instructions in Convert BYOC Premises to hybrid media.

Note: While the button is labeled Purchase, there is no cost associated with adding BYOC Cloud or Genesys Cloud Voice to your organization. However, there are other charges.

BYOC Cloud has a fair use policy where you can use up to the fair use included minutes on a per user per month basis without charge. If you exceed the included minutes allocation, you are billed an overage charge per minute per month. For more information, see Genesys Cloud fair use policy.
Genesys Cloud Voice has pricing for purchasing numbers and usage charges. For more information, see Genesys Cloud Voice pricing.

Note: If your Genesys Cloud organization was purchased and set up by a Genesys Cloud partner, you may encounter the following message when attempting to make your organization hybrid media capable:

This offering is currently unavailable from your Genesys Reseller on AppFoundry. Please contact your reseller for purchase options.

This message appears when a partner is not properly set up in the AppFoundry Marketplace. To resolve the problem, you must contact your Genesys Cloud partner and ask them to either make your organization hybrid media capable on your behalf or to give you the ability to do it yourself.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Make your organization hybrid media capable

[NEXT] Was this article helpful?