Request a License File

Customers and partners can submit PureConnect license file requests through the Genesys Activation File Request Tool. You can also use this tool to communicate with the Genesys Licensing Team about licensing-related issues.

Note: If you need Subscription or Mixed Estate activation files, you must submit a request using this tool because only Genesys Licensing can generate these types of activation files.

To request a license file

1. Open the Activation File Management Tool and then, on the Manage Activation Files page, click Non Perpetual Activation File Request. The Welcome to the Genesys Activation File Request Tool page appears.

Note: To access the Genesys Activation File Request Tool using a direct link that doesn't require logon credentials, open https://genesys.secure.force.com/activationfile in your browser.

2. Click Continue. The Step 1 – Complete Request Details page appears. If you accessed the tool from the "My Support Dashboard" or the "Partner Network" portal, the system might populate some of the boxes.

First Name: Contact person's first name.

Last Name: Contact person's last name.

End User Account: End user account for this request.

Sold to Account: Partner or direct customer account that received the Genesys invoice.

End User GARN: Your Genesys Account Reference Number. You can find this number on your Software Fulfillment Notice or your Genesys Sales or Maintenance Renewal Quote. You can also contact your Sales or Genesys Care representative for assistance.

Request Type

Question: Indicates that you have a question for Genesys Licensing.

Activation File Request: Indicates that you are requesting a license file.

Activation File Category: If you selected "Question" as the request type, this list box isn't available.

Genesys Activation File: Indicates that you are requesting a license file for a Genesys product.

Third Party Activation File: Indicates that you are requesting a license file for a third-party product.

Pay Per Use/Hosted Activation File: Indicates that you are requesting a pay-per-use, hosted, or subscription license file.

Activation File Type: Type of license file, such as New Deployment or Upgrade. If you selected "Question" as the request type, this list box isn't available.

Subject: Short description of your request or question.

Description: Details regarding your license file request or the question that you are asking.

Urgent: If selected, your request is urgent and requires immediate attention. If you selected "Question" as the request type, this check box isn't available.

Date Needed: Date that you need the license file or answer to your question.

Date Reasoning: Reason that you need the license file or answer by the date specified.

Corporate Email: Your corporate email address.

Confirm Corporate Email: Your corporate email address, to ensure that you typed it correctly.

Additional Email Recipients: Email addresses of others to include in responses to this request.

Work Phone: Your work phone number.

Employer: Name of your employer.

3. Complete the information in the Request Summary section. For an Activation File Request, another section appears on the page based on the Activation file Category and Activation File Type that you selected, requesting one or more of the following:

Primary MAC ID or Host ID: Unique code that identifies the IC server or the host ID for the PureConnect production server.

Backup MAC ID or Host ID: Unique code that identifies the IC server or the host ID for the PureConnect switchover server.

Deployment Type: Type of deployment for which you are requesting a license file. For example, production, lab, test, disaster recovery cold standby, or disaster recovery hot standby.

Environment Type: Not applicable to PureConnect.

Expiration Date: Not applicable to PureConnect.

Expiration Date of the Hosting Contract: Not applicable to PureConnect.

Implementation Type: Type of implementation for which you are requesting a license file. For example, add-on, migration, new deployment, reallocation, temporary, or upgrade.

IVR Configuration: Not applicable to PureConnect.

MAC ID or Host ID: Unique code that identifies the IC server.

Max Number of Estimated Ports: Not applicable to PureConnect.

New Extension Date Requested: Not applicable to PureConnect.

O/S: Not applicable to PureConnect.

PBX/SIP: Not applicable to PureConnect.

Please clarify your request: More information regarding your request.

Port Type: Not applicable to PureConnect.

Primary MAC ID BC DR: Not applicable to PureConnect.

Backup MAC ID BC DR: Not applicable to PureConnect.

SO# or PO#: Product sales or purchase order number.

Third Party Activation File Type: Type of third-party license file that you are requesting. For example, Nuance or Zoom.

4.  If another section appears on the page, complete the information and then click Submit and Continue. The system assigns an Activation File Request (AFR) number to the request and displays the Step 2 - Add Attachments page.

5. To attach files to the request, do the following:

1. Click Browse...

2. In the Open dialog box, click the file to attach and then click Open.

3. On the Step 2 - Add Attachments page, click Upload Attachment.

4. Attach more files as necessary.

6. Click Done. The system sends a confirmation email to the email addresses that you provided. You can reply to the confirmation email to provide updates to the Genesys Licensing team. A Genesys Licensing Analyst will contact you to provide the requested file, provide a response to your question, or to request more information.

7. Close your browser.