Genesys Settings

This document provides a guide for integrating the Knovvu Virtual Translator product with Genesys through telephony trunk setup. It outlines the configuration processes for sites, trunks, number plans, and outbound routes in Genesys to ensure seamless communication and efficient call handling.

CONFIGURATION STEPS

1. External Trunk Configuration

• Navigate to Admin > Telephony > Trunks and create a new External Trunk.
• Select the type as Generic BYOC Carrier.

• Under the Inbound section, fill in the Termination Identifier with any name of your choice.

• Choose the Number plan to be used for Virtual Translator operations.
• Under Outbound section, fill in the SIP Servers or Proxies with the IP, Port, and URL information provided by Sestek.

• Under SIP Access Control section, enter the same IP, Port, and URL information provided by Sestek.

2. Number Plan Configuration

• Navigate to Admin > Sites, and either create a new site or select an existing one.
• Under Number Plans, create a number plan specifically for Sestek IVR and map it to the Sestek trunk.
  If you're using a number list for the number plan, make sure to include all the numbers that will be used for the Knovvu Virtual Translator integration.

3. Outbound Route Configuration

• Navigate to Admin > Telephony > Sites > Outbound Routes and create a new Outbound Route.
• Under External Trunks, select the trunk you've just created in Step 1, and select the Classification as well.

4. Flow Configuration

• Navigate to Admin > Architect and create the main call flow according to your preferences. Within the main call flow, the menu to be redirected must be configured using the Transfer to Number option. In this configuration, the assigned number in the number plan should be entered, which connects to the Sestek IVR.
• Create another inbound call flow (e.g., DirectQueue). This flow will be used to transfer the call to the queue and retrieve the GenesysAgentId using the Set Screen Pop function.
  Use the attached file in this document and upload it using the Import function.

5. Call Routing

• Navigate to Admin > Routing > Call Routing
• Add a new call route and select the inbound call flow (e.g., DirectQueue) inbound call flow you just created.
• Provide the inbound call number to Sestek.

6. Create Action

• Navigate to the Admin > Integrations
• Click on "+ Integrations" and install "Web Services Data Actions". The integration does not require any modifications and can remain in its default state.

• Navigate to the Admin > Integrations > Actions
• Use the Import function to upload the file attached to this document.
• Select Web Services Data Actions as the Integration Name, which you’ve just created.

• After importing the action, go to Configuration and enter the URL provided by Sestek.

7. Create a Script

• Navigate to the Admin > Scripts and create a new Script.
• Please use the attached file within this document and use the import function to upload it.

8. Agent Widget Application Setup

• Navigate to the Admin > Integrations
• Click on "+ Integrations" and install "Premium Client Application Example".
  
• Once installed, go to the Configuration tab and enter the following details:
  • Application URL: https://{{baseUrl}}/copilot/
  • Application Type: Widget
• Set the application's status to 'Active' on the Integrations page.
• Navigate to the Apps section and open the integration to access the login screen.

VTAction---Exported-2025-07-24--904-2025072490446.custom.json

HB Inbound Script.script

DirectQueue_v10-0.i3InboundFlow