Could have been great, but...
It is being used by our Customer Care division as our contact center solution. It serves as our omni-channel solution and is utilized for …
Overview
What is Genesys PureConnect (discontinued)?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged…
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Popular Features
- Warm transfer (57)8.383%
- Call forwarding (56)7.777%
- Call tracking (55)7.777%
- Agent dashboard (55)6.767%
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What is Genesys PureConnect (discontinued)?
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to…
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What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
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What is Genesys PureConnect (discontinued)?
Now superseded by the more modern Genesys Cloud CX, the Genesys PureConnect platform was a contact center solution for omnichannel and business communications. While PureConnect is still available to use until 2025, visitors exploring Genesys solutions are encouraged to investigate Genesys Cloud CX, the company's newest evolution of their customer communication solutions.
Genesys PureConnect (discontinued) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Genesys PureConnect (discontinued) Screenshots
Genesys PureConnect (discontinued) Videos
EMS, Inc. Harnesses the Cloud to Meet Diverse Client Needs
Yahoo Japan Elevates the Customer Experience with an All-in-one Cloud Engagement Solution
Genesys PureConnect (discontinued) Competitors
- Avaya IP Office
- Cisco
- inContact
Genesys PureConnect (discontinued) Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | iPad Supervisor |
Genesys PureConnect (discontinued) Downloadables
Frequently Asked Questions
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.
Avaya IP Office are common alternatives for Genesys PureConnect (discontinued).
Reviewers rate Multichannel integration highest, with a score of 9.
The most common users of Genesys PureConnect (discontinued) are from Enterprises (1,001+ employees).
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(216)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
December 01, 2021
Genesys PureConnect Review
PureConnect is being used for it's contact center engine only in our environment. We have two separate production environments, a fully functional UAT and a fully functional DEV environment. We are in the process of phasing out Avaya deployments with PureConnect so the footprint is continually increasing. PureConnect has added visibility of agent activity compared to previous solutions. We are a fully on premise customer, so we do not use CaaS (or PureConnect Cloud as it is more recently referred to). We're using various aspects of self service to allow customers to access information 24x7 even from groups that are only staffed M-F during regular business hours including various different webservice integrations. In addition to the traditional call channel, we are also using chat and inbound email across multiple organizations. With the ease of deployment of PureConnect's current chat (and the migration to the hosted wigets coming in the future) chat is a breeze to have up and running. We also have one agency using agentless outbound dialing for specific functions such as reminders and receipt notifications.
- PureConnect's customization through the c# API, web API and handlers is fairly welcoming to customization with a fair amount of supporting documentation.
- The dial plan in PureConnect is one of the best laid out that I have seen in a contact center product. It is very readable.
- The ability to farm out responsibilities like agent onboarding and terms to department level users through granular security is a real timesaver.
- The ease of setup of the platform of itself is practically unheard of in the call center space. Simple Windows wizards with easy to follow documentation and you can very easily have an environment that can pass BFT.
- The hub and spoke model of services employed by the core engine of pureconnect is very reliable.
- Genesys development strategy over the years has allowed the platform to become somewhat stagnant. Too much emphasis was put on PureCloud which is not an adequate replacement for PureConnect and the platform was only given bug fixes for a few years.
- The built in voicemail function feels like an afterthought and requires user action to complete polling for messages.
- They take far to long to address very basic SCRs (change requests for bugs) unless they are service impacting.
- Their entry level support has degraded somewhat since the acquisition.
- Webservice integration and customizations via handlers
- Ease of use of the client applications
- Platform stability
75.38461538461539%
7.5
76.66666666666667%
7.7
N/A
N/A
N/A
N/A
- The initial setup of the platform and deployment had a negative impact, as Interactive Intelligence sales oversold licenses and poorly designed the system with things like redundant imonitor servers and redundant storage servers that cannot properly be leveraged.
1800
Contact center agents, supervisors and business analysts.
3
We have one dedicated support person over the infrastructure and environment. We can achieve this because we only use Genesys PureConnect for the contact center engine and all of the telephony endpoints are through other systems (Cisco, Avaya, etc). We also farm out move/add/changes to our agencies themselves as the granular security allows for a lot of administrative flexibility.
- Inbound contact center traffic
- IVR self service
- Reporting and analysis of historical interactions.
- Workforce utilization and activity monitoring.
- Self Service IVR payments
- Replacing a legacy self service system that relied on a mainframe
- Broaden contact channels by adding an SMS broker
- expanding existing contact channels to further agencies
- additional integrations to bolster self service offerings.
Yes
We replaced (and are still in the process) of replacing Avaya contact center infrastructure. Genesys (Interactive Intelligence still owned CIC at the time) was selected as they won the competitive bid to replace the aging infrastructure. They met all of the bid requirements and were out of the other options available (renewing legacy Avaya support, Cisco, etc).
- Price
- Product Features
- Product Usability
This was a competitive bid scenario. Price and features were the most important features together, as they are ultimately the deciding factors.
We have a standard process for accepting and submitting request for purchases for competitive bids. In the current market with the current trends, we would also look at pricing for services offered in a subscription model as well.
- Implemented in-house
Yes
For the second production environment we stood up, as the customer was transitioning off of a legacy system that was functioning in place, we fully stood up their new production servers, completed all of the needed network configuration, installed all applications and configured for base testing, migrated all of the users programming from the UAT environment and completed another UAT cycle in the new production environment (which was a nice luxury to have) before a full go live.
Change management was minimal
The way that this was implemented, change management was truly only concerned with the steps that were taken to integrate the platform into existing systems like the PBX we are trunked to, web service integrations, etc rather than the over-arching process which fell more under the scope of project management and the specific contact center project.
- Determining what features were critical enough to host them in our backup location (balancing the expense vs the value add)
- Working with a 3rd party doing a PSO design implementation for the customer's IVR while we were building the environment internally.
- Online training
- In-person training
Not Available
Yes
Genesys has a process for bug reporting and tracking through their SCR tracker/search tool. Some of the critical bugs, such as the .NET framework security changes in 2017 that resulted in bytestream read failures. Other, ancillary but simple fixes seem to sit on the back burner for an eternity.
Most recently, we migrated one of our callcenters IVR webservice integration from SOAP to REST. The version we were running on had support for REST, but did not, apparently, have the ability to parse NULL or DOUBLE values in the json response object. This caused some really amazing failures and havoc with calls in queue when this would get tripped. Genesys support stayed on the line, through a screenshare all the way to resolution on determining this as the cause of the issue. The agent even helped brainstorm a few ideas of how we could workaround the issue until we upgraded to a version that would handle these values.
- Inbound attendant configuration.
- Configuring and customizing the dial plan
- Extending attendant and other functionality using call handlers
- User provisioning
- Management of workgroup skills
- Getting worthwhile data out of the built in reports
Yes, but I don't use it
Bring someone technical into the process early to ensure what the pre-sales engineering team is proposing for your environment makes sense. I cannot stress enough having someone on your side of the table who is knowledgeable in platform to ensure that your technical and capacity needs will be met by the pre-sales designed offering.
Yes
If you are thinking of implementing now, good news: the application is super easy to upgrade. If you are an existing 3.0 or 4.0 customer looking to upgrade to a 20XX revision, you are in for a bit of pain. The modern upgrade process (after performing appropriate backups) is practically as easy as running a setup wizard for most programs. There are a few outliers: upgrading chat files and upgrading Interaction Connect, but Genesys is revamping chat in the near future and upgrading connect is straightforward, just different.
- Upgrades contain rolled up bug fixes
- Genesys is using the upgrades as an avenue to add more functionality to Interaction Connect
- Modern features trickling in from PureCloud and PureEngage (widgets, WebRTC, co-browse chat)
- more Dutch red...
- Chat switching from the current IIS hosted version to the new widget that just uses the web server as a reverse proxy
- Support for Windows server 2016
- Full TLS 1.2 support
No
No
June 24, 2019
Genesys PureConnect
We use the Genesys PureConnect system for our contact center to provide ACD routing of customer calls. We also utilize the Interaction Process Automation feature to enhance our internal processes and streamline our daily work. With the Genesys PureConnect system, we are able to intelligently route customer calls to the most skilled agents, this provides the best possible experience for the customer and the agent.
- Intelligently routes customer calls to the most experienced agents.
- Interaction Process Automation allows us to streamline business processes and manage the work.
- Call recording allows us to perform quality assurance on our agents to ensure they are handling the customer the best way possible.
- Ability to write custom handlers to extend the out-of-the-box functionality allows us to increase efficiency of handling business processes.
- None, this product does everything we need it to do and so much more!
84.44444444444444%
8.4
90%
9.0
N/A
N/A
N/A
N/A
- It has improved our ability to support our customers.
- It has improved agent satisfaction.
I was not involved in the purchase of Genesys PureConnect, so I do not have anything to compare it to. I have been using the product for over 5 years and so far haven't hit any shortcomings within the product.
- Enhanced IVR to provide self service to the customer.
- Web chat to allow customers different ways of engaging our agents.
- Ability to have the customer contact our agents via SMS messages.
250
Customer Service
3
We have 2 day to day administrators to keep up with adding/removing agents and handle all agent support needs. We have 1 main administrator who ensures the Genesys PureConnect system has zero down time and does all of our development work.
- Ability to customize to meet business needs.
- Process Automation helps reduce work time for escalated issues.
- IVR allows us to help customers as quickly as possible.
- Ability to recognize store phone numbers and route those with higher priority and to a specialized team of agents.
- Integrates with the Oracle Service Cloud to provide agents with custom screen pops.
- Dynamic routing of emails using Handlers to decrease response time on escalated issues.
Yes
A PBX based telephony solution that was archaic and provided no logical ACD routing of incoming calls.
- Price
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
Product Features that were out of the box gave us plenty of tools to meet business needs.
Looking at more products and vendors to make sure we are making the best decision for the contact center.
No
Change management was minimal
We didn't really need to use change management as the system it was replacing was old and everyone was on board with replacing it with the Genesys PureConnect system.
- None
- Online training
- In-person training
- Self-taught
Some areas of the product are intuitive and easy to learn but I would definitely recommend getting training on Handlers and IceLib.
Take the Handlers and IceLib training classes to be able to fully customize the product for your needs. Being certified in Interaction Process Automation allows for automating business processes to improve efficiency and allows work to be sent to more than just the contact center agents. This has allowed us to automate the sending of information to accounting and our refunds/returns department to handle customer refunds/returns/exchanges much faster.
No - we have not done any customization to the interface
Yes - we have added extensive custom code
Creating custom functionality using Handlers and IceLib applications is easy and straightforward.
Nothing to not here.
No
As the main administrator with a lot of experience with the product, we typically can solve most of our issues without contacting Genesys support.
Yes
Yes, we have found several bugs over the years and Genesys has always provided patches to fix these in a timely manner.
When our entire system went down a few years ago, the Genesys support team immediately helped fix the issue despite it being extremely early in the morning. They always have someone to answer a code red call when it happens.
- IVR management is straightforward.
- Setting up new queues.
- Managing new users.
- None
- Oracle Service Cloud
Easy to integrate, out of the box solution with a easy to use interface to perform custom screen pops.
- Calabrio
Yes, Calabrio supports this integration.
- File import/export
- API (e.g. SOAP or REST)
- Javascript widgets
Make sure you have a good project manager to ensure everything works and is put into production in a timely manner.
I was not a part of this part of the negotiation.
Do not only focus on one vendor, but look at other companies who offer similar solutions to ensure you are getting the correct product at the correct price.
Yes
Upgrades are typically simple processes and do not require much down time.
- Staying on a current release to ensure we get all the necessary patches.
- Improved chat platform
- Improved Chat Platform
- Social monitoring.
No
No
December 05, 2018
Our PureConnect Story
Score 9 out of 10
Vetted Review
Verified User
PureConnect is being used as our main telephone system throughout 27 countries. We use it for our business user and solution center agent. The all in one solution allows us the flexibility to deploy what we need where we need it.
- Flexibility
- Easy to manage (all in one solution)
- Powerful as we can easily customise to meet our needs
- Good for remote location architecture
- Reporting
- Documentation
- Training courses
25.384615384615383%
2.5
N/A
N/A
N/A
N/A
N/A
N/A
- We can give feedback on what we like and what is not working so well
- We ask as well some feature that needs enhancement
9000
We have Business users and Service Centre Agents.
From top management to bottom. We have all our department using Genesys pure connect. We currently don't have any integration with other telephone system. We might evaluating this options in a the future but at the moment it is not on our roadmap.PureConnect is sufficient for our needs.
From top management to bottom. We have all our department using Genesys pure connect. We currently don't have any integration with other telephone system. We might evaluating this options in a the future but at the moment it is not on our roadmap.PureConnect is sufficient for our needs.
18
We have divided our team in 2 teams.
1 team will be managing the support (Level 1 and level 2) and the day to day change requests.
1 team will be dealing with all our project (deployment of new agencies, new features, new integrations and new features dailer, workforce management) and the support query of level 3.
- all in one platform
- Multi media with same interface
- Easy to deploy remote site
- W e have a lot of users and but our call activity not so high
- We use table to avoid having to publish when making change in attendant
Yes
Yes Pure Connect did replace on several plateform mainly Nortel (Avaya blue) and Alcatel.
We did replace as they were not fit to deal with the change in the service Center industry. (asynchronous communication, multi channel...)
We did replace as they were not fit to deal with the change in the service Center industry. (asynchronous communication, multi channel...)
- Product Features
- Product Usability
What we really like at the time was the all in one platform. No need to integrate with third party for recording, dialer, WFM, feedback etc... It is making it easy when issues arise as we don't have this Ping-Pong between partner saying the issue is not on their side.
We would be doing more site visit and meet with customer that are using the platform. On our side, we would make sure that we understand what are the business needs and what it the business strategy in the log term? Can this product deal with our future requirements and our customer needs.
- Implemented in-house
- Third-party professional services
For the implementation, we had help from PSO but we wanted to work on knowledge transfer to be able to be autonomous. We are now independent for the support, run and new deployment.
Yes
Yes we started with easy location first with simple configuration (quick win) to prove solution was working fine then we move to more complex deployment.
Change management was a major issue with the implementation
We need to spend more time working on the team that will be representing the business and the IT. Solution needs to be embraced by both party. And not being forced upon one.
- Change management
- We need to start easy and then add new feature (continuous progress)
No
No I don't believe that support should be different if we pay more money. The issue is the key point, issues can underline a problem in the product so it help as well the provider. I don't believe in VIP treatment. But support should be allow to tell off the customer when they are abusing the service,
Yes
Yes it we did and most of the time it was resolved. Only one issue that is always trouble to go to the end with is the performance issues that are sometime put as cause of issue but hard to understand for sure which performance was in cause.
As mention in previous question during an upgrade with engineer we work all through the night and didn't stop until issues was resolved. It was really what we needed as we didn't want to have to roll back as it would have meant that we would have to work another 12 hours and the management wouldn't have been impressed with rolling back
- New interaction Connect good improvement from previous version
- remote site configuration is easy to implement
- Understand sometime how things really work technically (which port which protocol)
- Self help documentation can be improve too
Yes
I believe so with Interaction connect but I didn't get around to use it even on our test environment.
October 26, 2018
PureConnect - The PBX agnostic contact centre solution.
Score 10 out of 10
Vetted Review
Verified User
We currently have 3 contact centre groups using CIC, with several more in the pipeline. It was an ideal solution as it works seamlessly across our different PBX's and handsets. The concurrent licensing model is ideal for our 24x7 operation which has lots of full-time, part-time and casual staff, as well as being able to install the agent desktop on additional workstations for DR purposes.
- Works seamlessly across our mosaic telephony infrastructure. It doesn't matter that one site runs on an NEC PBX and the other uses Nortel. it can hand the call to a an NEC phone, an Avaya phone, a soft phone or even a cell phone.
- I now have consistent metrics and KPI's for both sites, calculated the same way.
- I am now able to load balance calls between my two sites now in a one-centre-two-sites model.
- We were able to create a custom handler that allows critical calls to ring to a group of stations concurrently. The first agent to click it, gets the call. Even if an agent is on another call, they just double click on the new interaction and it will automatically put their existing caller on hold and answer the critical call.
- I would like to be able to listen live to my agents from within the ICBM application without also having to run the agent desktop. Either through PC speakers or by dialing my phone. I'm still learning the nuances of this application so my answer might be more of an educational opportunity than a feature request.
- I would like to add extra directories to my agent desktop without having to ask my administrator, or them having to request new SQL tables from IT.
- It can sometimes take a few seconds for the agent template to load when they log in. If an agent touches the application while the template is loading, it can get messed up. They have to manually reapply the template when that happens. It can be hard for my fastest agents to resist...
- When using the search feature in the top row of a directory, it only searched for the exact text string you are typing in the exact order. I would prefer if it could search for a word even if that word was not the first one in the string.
94%
9.4
92%
9.2
N/A
N/A
N/A
N/A
- We are looking at email as a channels for certain call types. Some processes require specific information and accuracy is critical. Relaying it in a phone call can result in errors (lost in translation)
- We are investigating the feasibility of offering chat as a channel to our community as a method of asking general inquiries. We are technologically ready if we decide to go. It's just a matter of mapping out the business processes.
150
Various healthcare departments; both internal and external. More and more business units within our health authority are seeing the benefit of having a centralized point of contact and are reorganizing themselves to create contact centres. Most are customer facing departments where the front line staff struggle to balance walk-ups and calls.
4
A portfolio manager, 2 system analysts, and a VoIP/telecom specialist. We need more though, to be able to support ongoing operations and expansion projects.
- The largest department in terms of call volume is the switchboard, which answers 1.25 million calls a year for 14 acute care facilities.
- The switchboard also answers code calls, which means our system must have high availability.
- We have an internal contact centre for staff workplace health.
- There are several patient facing contact centres either live or coming online to aid in accessibility to services.
- we have created a s script that will launch a SharePoint page whenever a certain call type presents. The page contains all the resources an operator needs to handle that call. The system recognizes which of our hospitals that call is coming from and loads a unique page customized for that site.
- We created a unique directory for each of our hospitals and started by populating the 20-30 most common numbers we transfer to for each site. Operators kept asking us to add more numbers and departments. We kept asking if the directories were getting too big and unwieldy to be able to quickly find numbers, they said no. We are now over 150 listings in each directory and operators can still find any department/number in a few seconds.
Yes
A solution called Operator Console, that was end of life and end of support.
- Price
- Product Features
- Product Usability
- Existing Relationship with the Vendor
Through the consolidation of smaller health authorities we have a mosaic of telephony infrastructure. The main factor in choosing PureConnect was that it is platform agnostic. It can communicate with multiple PBX's and route calls to multiple devices. We could install it without also having to rebuild our whole telephony infrastructure. Also, the concurrent license business model suited our department which includes a lot of casuals and has the agent installed on spare PC's for DR purposes.
I would still have gone with PureConnect, but rather than joining an existing instance within my organization, I would have created my own instance. We are the only unit that operates 24x7 and require high availability. The other business units don't mind if the servers are taken offline after hours to patching, or if network maintenance disrupts connectivity at 2 am.
- Third-party professional services
Genesys subcontracted I3 Vision. They are Canadian based and were extremely helpful. This is especially helpful as we are a government body and we cannot let our citizen's information be accessible under the US Patriot Act.
No
Change management was a big part of the implementation and was well-handled
I3 vision did a great job of planning both the technological change and (more importantly) the human change.
- we had to re-architect our existing instance of CIC. the primary and secondary CIC servers were geo-separated and local media servers were installed.
No
We have in house support.
No
it took some head scratching, but they were able to create a custom handler that would route critical calls to a group station ring if all agents were busy. That way any agent could immediately grab the call and their existing caller would be put on hold. This is beyond "front-of-the-line"
- The consult feature with the "Y" shows agents exactly who is live right now. it saves some embarrassing moments.
- The keyboard shortcuts for a transfer makes my operators' jobs so much easier.
- Searching in the directory if you do not know the exact wording. It only searches the exact phrase, not words within a phrase. If you get the first letter wrong, you're done.
October 17, 2018
PureConnect Review
Score 9 out of 10
Vetted Review
Verified User
Our support and inside sales staff use PureConnect for auto direct calls to the best agent to handle the interaction the first time. We are leveraging PureConnect for calls, chats, and voicemails. We are using integrations with Salesforce and Oracle Service Cloud.
- The reliability of PureConnect is fantastic with the redundant servers pairs.
- The system is very flexible, there are very few business work flows that I cannot accommodate with native functionality.
- The integration with Salesforce is a must around our company and PureConnect has a very clean product to connect to Salesforce.
- They are still in the process of migrating the supervisor and admin tools to an online environment. It is a bit cumbersome to support my supervisors connecting to a remote desktop to get what they need.
- Support is at times slow to respond on more difficult cases.
- Reporting tools are also still not in an online environment and the reporting tool they currently have is pretty limited in the quantity of data that can be pulled in one report.
- Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
- Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
- We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
- InContact Cloud Contact Center Software and Zendesk
They don't stack up in feature set, quality, or reliability.
- This is still being analyzed
350
Mostly Call Center Agents
1
Telecom Engineer 2
- 140 seat call center in Minnetonka, MN
- Chat for Tech Support organizations
- Voicemail during closed hours.
- Passing data to Salesforce to pop customer information upon call delivery.
Yes
InContact, could not offer good quality in certain regions.
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
Quality
I was not involved in the selection process
- Third-party professional services
Interactive Intelligence
No
Change management was a big part of the implementation and was well-handled
- Network items on our side.
Yes
Being I am the only support at Trimble, I often need to rely on support to quickly resolve issues.
Yes
It was resolved, but it typically takes a new release to address a bug. This can make it a long process.
There have been several times where cases were escalated and Genesys quickly got a bridge together with all of the parties involved.
- User adds and setups
- New SIP lines
- Password resets