There are two types of deployments in Genesys i-e
- Private Deployment
- Public Deployment
Private Deployment
The administrators can add the integration and upload the framework.js file to the company’s Genesys Cloud organization. A maximum of five different implementations of the integration in a single Genesys Cloud organization are allowed. We may want to use different implementations with various third-party products.
Following are the steps required to configure the private deployment.
Prerequisites for running the integration in Genesys
Following is the list of items required
- An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).To use WebRTC phones with the client, turn off the pop-up blocker in your browser.
- Per-user licenses for Genesys Cloud (Communicate or higher).
...
The permission names appear in different formats. It all depends on where we access the permissions in Genesys Cloud, The integration looks for permissions, not roles, assigned to a user in Genesys Cloud.
| Permission | Required or optional | Feature | Description |
|---|---|---|---|
| ACD Screen Share > Session > View | Optional | Screen share | Allows an agent to screen share ACD interactions |
| Analytics > Conversation Aggregate > View | Optional | Evaluations | Allows an agent to view released evaluations in the User Inbox. |
| Analytics > Conversation Aggregate > View | Optional | Statistics | Allows an agent to see conversation statistics in the Agent Performance window. |
| Analytics > Queue Observation > View | Optional | Statistics | Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue. |
| Analytics > User Aggregate > View | Optional | Statistics | Allows an agent to see user statistics in the Agent Performance window. |
| Cobrowse > Chat > Escalate | Optional | Co-browse | Allows an agent to use co-browse for chat interactions. |
| Cobrowse > Session > View | Optional | Co-browse | Allows an agent to use co-browse for voice or chat interactions. |
| Cobrowse > Voice > Escalate | Optional | Co-browse | Allows an agent to use co-browse for voice interactions. |
| Conversation > Call > Record | Optional | Call controls | Causes the Record icon to be clickable in the call controls in an agent’s client. |
| Conversation > Call Forwarding > Edit | Optional | Call forwarding | Allows an agent to use and edit call forwarding. |
| Conversation > Callback > Create | Optional | Callbacks | Allows an agent to schedule callbacks. |
| Conversation > Cobrowse > Add | Optional | Co-browse | Allows an agent to use co-browse for web messaging. |
| Conversation > Email > Create | Optional | Emails | Allows an agent to send emails on behalf of queues. |
| Conversation > Message > Create | Optional | SMS messages | Allows an agent to send SMS messages on behalf of queues. |
| Integration > Custom Embeddable Framework > Agent | Required | — | This causes the client to appear in a private deployment of a Genesys Cloud Embeddable Framework integration. |
| Outbound > Contact > View | Optional | Screen pop | Allows an agent to see screen pops for outbound dialing. |
| Quality > Evaluation > Edit Agent Sign-off | Optional | Evaluations | Allows an agent to view released evaluation notifications in the User Inbox. |
| Quality > Evaluation > Edit or Quality > Evaluation > Edit Score | Optional | Evaluations | Allows a quality evaluator to view assigned evaluation notifications in the User Inbox. |
| Quality > Evaluation > View | Optional | Evaluations | Allows an agent to view released evaluation notifications in the User Inbox. |
| Routing > Agent > On Queue | Optional | Statuses | Causes On Queue to appear as a status and a status timer to appear in an agent’s client. |
| Routing > Queue > Join | Optional | Queues | Allows an agent to see which queues the agent is a member of and to select which queues to receive interactions from in the client. |
| Scripter > Published Script > View | Optional | Scripts | Allows an agent to see a script. |
| Voicemail > Voicemail > Receive | Optional | Voicemails | Allows an agent to receive personal voicemail notifications in the User Inbox. |
| Workforce Management > Agent Schedule > View | Optional | Scheduling | Allows an agent to view schedules in the client. |
| Workforce Management > Agent Shift Trade Request > Participate | Optional | Scheduling | Allows an agent to view shift trade request notifications in the User Inbox. |
| Workforce Management > Agent Time Off Request > Submit | Optional | Scheduling | Allows an agent to access time off notifications in the client. |
| Workforce Management > Shift Trade Request > Edit | Optional | Scheduling | Allows an administrator to view shift trade notifications in the User Inbox. |
Private Genesys Cloud Embeddable Framework integration
...
- If we click in the last column the following options appear We can edit, Activate\Deactivate or delete the integration.
- If we click on the delete option, a pop-up box will appear requiring the confirmation of the deletion.
Adding the multiple Private Deployments.
The following steps need to be done to produce multiple private deployments.
- Configure a separate OAuth Client for multiple deployments. (for creating the OAuth client described above)
- Add a separate Private Genesys Cloud Embeddable Framework (for creating the Private Genesys Cloud Embeddable Framework described above)
Configure CIF on Dynamics CRM
- Login to the CRM. Go to the published apps. Select the ‘ channel integrated framework’.
Note
If CIF is not installed then follow this guide to install on your CRM.
- Click on the new button to create a new active channel provider and fill in the details as given in the screenshot below.
- Name: EFCTI
- Label: Genesys CTI
- Channel Url : https://apps.mypurecloud.de/crm/embeddableFramework.html?enableFrameworkClientId=true
- Enabled outbound Communication: Yes
- Channel Order: 1
- Select Unified Interface Apps for the Channel
- Select the Unified app where you want to embed the CTI.
- Assign roles according to your requirements.
- Click on Save Button.
Public Deployment
AppFoundry partners develop integrations and publish the integrations to the AppFoundry for public use. (We have already sent the publication to Genesys for approval. Waiting for their final feedback)
...