In order to provide the integration between Genesys and Knovvu Real Time Guidance, the necessary settings described below must be completed on Genesys Cloud desktop.
Do Not Forget!
In addition to Genesys Audiohook Settings further explained, Genesys user must first complete the general Genesys Settings.
Prerequisite
In order to perform the steps described, the customer must first add Genesys' AudioHook service to his/her Genesys environment. This process is done from Genesys Admin page, under Integrations. If further support is needed the user must contact Genesys.
Genesys Audiohook Settings
- Go to Admin page in your Genesys Cloud account.
- Click on Integrations under the category Integrations.
- Enter AudioHook.
- In the Configuration tab, enter Properties.
- Channel must be both
- Connection URI must be the websocket address the streams will be send to, meaning the Genesys Audiohook service URL. The format of this URL is wss://integration.{{environment}}.knovvu.com/genesys-audiohook/ws, e.g. wss://integration.useast.knovvu.com/genesys-audiohook/ws
Paris environment
For Paris environment, the URL format is different and should be wss://cloud.knovvu.com/genesys-audiohook/ws
- Enter Credentials and click on Change.
- API Keyshould be Sestek-Api-Key
- Client Secret should be obtained from Genesys settings page in Knovvu Core.
- Click on Save
Queue Settings
- Go to Admin page in your Genesys Cloud account.
- Click on Queues under the category Contact Center.
- Enter the corresponding queue.
- Enable "Voice Transcription" in the Voice tab.
