Pointel CMS

Your contact center undergoes several configuration changes on a daily basis. These changes are inevitable yet necessary to support your customers, improve the overall performance of your business and stay competitive in this ever-changing marketplace. How can you effectively gain control of the configuration changes to know what’s really happening to your contact center systems?

1. Pointel Configuration Management Solution (CMS) is easy to use, a thin-client application that provides you with complete control over your Genesys configuration environment.
2. CMS instantly highlights changes made to the Genesys configuration environment and it includes a detailed Genesys audit, import/export, snapshot/restore, and alerting capabilities.
3. Pointel CMS captures all of the changes within your contact center and provides the information graphically so you can quickly and easily understand the changes made to your Genesys Configuration Management Environment.

Easily Audit Your Genesys System

It is important to know what changes have been made to your Genesys cloud environment and by whom. Configuration Management Solution audit reports provide detailed information including the name of the user who made the change, the date and time of the change, and both the current and previous values. It can also restore each parameter/KVP level change or the entire application back to a given point-in-time. You can also create ad hoc reports on demand to better understand the changes that were made.

Understand the Health of Your Genesys Cloud Solution

It is often very difficult to manually check each object within your Configuration Management Environment (CME) to understand which ones might be missing a configuration. Pointel Configuration Management Solution is able to identify misconfigurations within each object and provide a way to resolve them quickly. You can also easily pull up a report for agent login by date to find out which ones are inactive and can be removed. You can easily identify problems in the CME with respect to Key-Value Pairs (KVPs) by searching using criteria such as cfg object, application type, state, property type, option key, and section key to reduce and simplify the search process.

Tools and Alerts to Help You Stay Ahead of Business Impacts

Attempting to promote applications from one environment to another can be technically demanding and labor-intensive. Pointel CMS simplifies this promotion/migration process, saving business hours and reducing the risk of errors. CMS can be used to compare configurations between different regions (e.g., development and staging) to identify discrepancies quickly. Pointel CMS provides detailed reports on the health of your Genesys solution, including places without DNs, identify agents without login IDs, the last login date for each agent, disable inactive agents, and provide detailed license usage reports.