Genesys Cloud Desktop Application

General Information

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website:	Go to site
Description:	The Genesys Cloud Desktop Application is an application that works with Genesys Cloud Contact Center that the VA has selected as the next ACD contact center solution for the Veterans Crisis Line, national and local call centers the VA uses to provide services for veterans. This technology provides one of the methods of access to contact center staff into the call center platform and systems. It allows the user to open Genesys Cloud automatically at startup and run it in the background. This technology keeps Genesys Cloud separate from the browser and other work with the desktop app. VA OIT staff will also make use of this technology for testing, monitoring and statistics. The TRM decisions in this entry only apply to technologies and versions owned, operated, managed, patched, and version-controlled by VA. This includes technologies deployed as software installations on VMs within VA-controlled cloud environments (e.g., VA Enterprise Cloud (VAEC)). Cloud services provided by the VAEC, which are listed in the VAEC Service Catalog, and those controlled and managed by an external Cloud Service Provider (i.e., SaaS) are not in the purview of the TRM. For more information on the use of cloud services and cloud-based products within VA, including VA private clouds, please see the Enterprise Cloud Solutions Office (ECSO) Portal at: https://dvagov.sharepoint.com/sites/OITECSO This entry covers the Desktop Edition of this technology and not any mobile versions. Please note that the implementation of mobile technology applications that operate on Mobile Operating Systems must be reviewed and approved by the Mobile Technology and Endpoint Security Engineering Team: https://dvagov.sharepoint.com/sites/OITMT/SitePages/MTHome.aspx
Technology/Standard Usage Requirements:	Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information:	This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov
Decision:	View Decisions

Decision Source:	TRM Mgmt Group
Decision Process:	One-VA TRM v24.6
Decision Date:	06/21/2024 at 02:48:46 UTC
Introduced By:	TRM Request
Vendor Name:	Genesys

Vendor Release Information

The Vendor Release table provides the known releases for the TRM Technology, obtained from the vendor (or from the release source).

Version	Release Date	Vendor End of Life Date	Vendor Desupport Date
2.33.x	03/11/2024
2.36.x	06/17/2024

Current Decision Matrix (06/18/2024)

Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.

The VA Decision Matrix displays the current and future VA IT position regarding different releases of a TRM entry. These decisions are based upon the best information available as of the most current date. The consumer of this information has the responsibility to consult the organizations responsible for the desktop, testing, and/or production environments to ensure that the target version of the technology will be supported. Any major.minor version that is not listed in the VA Decision Matrix is considered unapproved for use.

Legend:

White	Approved: The technology/standard has been approved for use.
Yellow	Approved w/Constraints: The technology/standard can be used within the specified constraints located below the decision matrix in the footnote[1] and on the General tab.
Gray	Unapproved: This technology or standard can be used only if a POA&M review is conducted and signed by the Authorizing Official Designated Representative (AODR) as designated by the Authorizing Official (AO) or designee and based upon a recommendation from the POA&M Compliance Enforcement, has been granted to the project team or organization that wishes to use the technology.
Orange	Divest: VA has decided to divest itself on the use of the technology/standard. As a result, all projects currently utilizing the technology/standard must plan to eliminate their use of the technology/standard. Additional information on when the entry is projected to become unapproved may be found on the Decision tab for the specific entry.
Black	Prohibited: The technology/standard is not (currently) permitted to be used under any circumstances.
Blue	Planning/Evaluation Constraint:The period of time this technology is currently being evaluated, reviewed, and tested in controlled environments. Use of this technology is strictly controlled and not available for use within the general population. If a customer would like to use this technology, please work with your local or Regional OI&T office and contact the appropriate evaluation office displayed in the notes below the decision matrix. The Local or Regional OI&T office should submit an inquiry to the TRM if they require further assistance or if the evaluating office is not listed in the notes below.

Release/Version Information:

VA decisions for specific versions may include a ‘.x’ wildcard, which denotes a decision that pertains to a range of multiple versions.

For example, a technology approved with a decision for 7.x would cover any version of 7.(Anything) - 7.(Anything). However, a 7.4.x decision would cover any version of 7.4.(Anything), but would not cover any version of 7.5.x or 7.6.x on the TRM.

VA decisions for specific versions may include ‘+’ symbols; which denotes that the decision for the version specified also includes versions greater than what is specified but is not to exceed or affect previous decimal places.

For example, a technology approved with a decision for 12.6.4+ would cover any version that is greater than 12.6.4, but would not exceed the .6 decimal ie: 12.6.401 is ok, 12.6.5 is ok, 12.6.9 is ok, however 12.7.0 or 13.0 is not.

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Release

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2.33.x

Unapproved

2.36.x

Approved w/Constraints
[1, 2, 3, 4, 5]

Decision Constraints


[1]	Users must ensure that Firefox, Google Chrome, and Microsoft Edge are implemented with VA-approved baselines. (Refer to the ‘Category’ tab under ‘Runtime Dependencies’) Users should not utilize Bitmap Image File (BMP), as it is divested for use on the TRM. Per the Security Assessment Review, users must abide by the following constraints: System Administrators must ensure approved version of Json.NET is being used on Department of Veterans Affairs assets. System Administrators must ensure approved version of Microsoft Visual C++ Redistributable is being used on Department of Veterans Affairs assets. System Administrators shall monitor the .exe file used by the application with a file integrity checker to ensure no unauthorized changes occur. Due to potential information security risks, SaaS/PaaS solutions must complete the Business Integration and Outcomes Service (BIOS) process where a collaborative effort between Demand Management (DM), Enterprise Program Management Office Information Assurance (EPMO IA), Digital Transformation Center (DTC), Enterprise Cloud Solutions Office (ECSO), Chief Technology Officer (CTO), and stakeholders determines the SaaS/PaaS category during the Discovery Phase. All SaaS and Non-AWS or Azure (VAEC) PaaS assets are routed to EPMO IA for Analysis and Approval to Operate (ATO) with technical oversight, acquisition, production, and sustainment provided by DTC. Open firewall rules shall be locked down to specific IP addresses and/or ports or removed. System Administrators will need to verify with the vendor if removing the firewall exception may impact the functionality of the application.

[2]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with both VA Handbook 6500 and VA Directive 6500.

[3]	Technology must remain patched and operated in accordance with Federal and Department security policies and guidelines in order to mitigate known and future security vulnerabilities.

[4]	Due to potential information security risks for cloud-based technologies, users should coordinate closely with their facility ISSO for guidance and assistance on cloud products. If further guidance is needed contact the Enterprise Cloud Solution Office (ECSO), which is the body responsible for new software development in and migration of existing systems to the VA Enterprise Cloud (VAEC) and ensuring organizational information, Personally Identifiable Information (PII), Protected Health Information (PHI), and VA sensitive data are not compromised within the VAEC. For information about Software as a Service (SaaS) products or to submit a SaaS product request, visit the Product Marketplace. (Ref: VA Directive 6004, VA Directive 6517, VA Directive 6513 and VA Directive 6102).

[5]	The Federal Information Processing standards (FIPS) 140-2 certification status of this technology was not able to be verified. This technology will require a 3rd party FIPS 140-2 or 140-3 certified solution for any data containing PHI/PII or VA sensitive information, where applicable. More information regarding the Cryptographic Module Validation Program (CMVP) can be found on the NIST website.

Note:

At the time of writing, version 2.36.777 (Win) and 2.36.591 (Mac) was the latest versions, released 06/17/2024.

References

The following reference(s) are associated with this entry:
Type	Name	Source	Description
*NOTE: Vendor provided information is subject to the accuracy of the manufacturer.

Technology Components

Note: This list may not be complete. No component, listed or unlisted, may be used outside of the technology in which it is released. The usage decision for a component is found in the Decision and Decision Constraints.
Name	Description
No components have been identified for this entry.

VA Categories View the VA Categorization Framework

Domain Area	Category	Customer Guidance	Category Locked By ELT Date
Network and Telecommunications Transport	Telecommunications

Operating Systems Supported by the Technology

macOS - Approved w/Constraints
Windows Client - Approved w/Constraints

Technologies/Standards Relationships

Runtime Dependencies:

Microsoft .NET Framework
Microsoft Edge. - (required for some configurations)
Safari - (required for some configurations)

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

At the time of writing, no National Institute of Standards and Technology (NIST) vulnerabilities had been reported and no VA Cyber Security Operations Center (CSOC) bulletins had been issued for the latest versions of this technology.
This technology supports several industry standard file formats.
This is a well-documented technology.
This technology may improve productivity for specific staff whose responsibilities include accessing and monitoring call center platforms and systems.
At the time of writing, this technology provides functionality not available through other approved TRM options.

Adoption Risks

The technology requires the purchase of licenses from vendor, which could potentially lead to vendor lock-in.
Although this vendor utilizes Federal Information Processing (FIPS) 140-2 encryption, there is no indication based on the vendor documentation or the Cryptographic Module Validation Program (CMVP) that this technology is Federal Information Processing Standards (FIPS) 140-2 certified.
The potential exists to store Personally Identifiable Information (PII), Protected Health Information (PHI) and/or VA Sensitive data and proper security standards must be followed in these cases.
Due to the rapid release schedule of this technology, the VA may be unable to update to the most recent patch and may require a deployment model requiring the use of specific versions.
Bitmap Image File (BMP), an optional dependency of this technology, is in a divested state at the time of writing.
IPR/SAR Adoption Risk - A vulnerability exists because the software employs the use of the following Open-Source Software (OSS): • Json.NET ver. 4.5.11.15520 Json.NET ver. 4.5.11.15520 is Unapproved within the Department of Veterans Affairs.
IPR/SAR Adoption Risk - A vulnerability exists because Genesys Cloud Desktop employs the following software: • Microsoft Visual C++ 2015 Redistributable (x86) ver. 14.0.23026 Microsoft Visual C++ 2015 Redistributable (x86) is Divest status within the Department of Veterans Affairs.
IPR/SAR Adoption Risk - A vulnerability exists because Genesys Cloud Desktop installs .exe file without a digital signature. This prevents the verification of the control's publisher and assurance that it has not been tampered with since being published.
IPR/SAR Adoption Risk - Genesys Cloud Desktop employs the use of cloud services.
IPR/SAR Adoption Risk - A firewall rule was added to any/any (local IP/remote IP) with undefined ports for “windows_ie_ac_001” which was added during the installation of Genesys Cloud Desktop.

Architectural Benefits

This technology is portable as it runs on multiple TRM-approved operating systems.

Architectural Risks

This technology includes cloud-based functionality which has potential information security risks.

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General Information

Vendor Release Information

Current Decision Matrix (06/18/2024)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Benefits

Architectural Risks

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VA Technical Reference Model v 24.7

General Information

Vendor Release Information

Current Decision Matrix (06/18/2024)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Benefits

Architectural Risks

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