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.

You can watch this video to easily follow the document.
'The new UI' refers to Version 12.12.0+1-release/12.12.0-c8408352fe0c8930a488328534c8633d3dc7813f accessed on January 26, 2026.

CONFIGURATION STEPS

1. Configuration

Number plans are being used to transfer a call in Genesys to Sestek, i.e. the number of Sestek's IVR.

• Navigate to Admin > Sites (for new UI Telephony > Sites ) and either create a new site or select an existing one.
• Under Number Plans, create a number plan for Sestek.
• Classification may be selected based on the preferences.

2. External Trunk Configuration

• Navigate to Admin > Telephony > Trunks (for new UI Digital and Telephony > Telephony > Trunks )and create a new External Trunk.
• Select the type as Generic BYOC Carrier.
• The protocol can be set to either UDP or TLS; however, TLS is the recommended option. If UDP usage is required, please contact with Bayram Boyraz.
• 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 and Port information provided by Sestek. For the cases where an SBC is being placed, in the Output SIP Termination FDQN, we need to enter a value with the following format "customer.machinehostname".

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

3. Outbound Route Configuration

• Navigate to Admin > Telephony > Sites > Outbound Routes (for new UI Telephony > Sites ), click Site and create a new Outbound Route.
• Under External Trunks, select the trunk you created in Step 2, and choose the same Classification as the one used in the Number Plans.

4. Create Action

• Navigate to the Admin > Integrations (for new UI IT and > 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.
  
• After making the necessary changes, make sure to publish the Action.

5. Create a Script

• Navigate to the Admin > Scripts (for new UI Digital and Telephony > Interaction Assets > Scripts ) and create a new Script.
• Please use the attached file within this document and use the import function to upload it.
• Division can be selected based on preferences.

• After importing the script, go to the Actions section and select the action you created in Step 4.

• After making the necessary changes, make sure to publish the Script.
  

6. AgentID Sending

The call connects to an agent from the queue created in this step.

• 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. (This step must be completed by the customer. It is a prerequisite.)
• Create another (optional) inbound call flow (e.g., Virtual Translator Default Queue). This flow will be used to transfer the call to the queue and retrieve the GenesysAgentId using the Set Screen Pop function. (This step must be completed by the customer. It is a prerequisite.)
• Use the attached file in this document and upload it using the Import function.
• After importing the flow, make sure the script created in Step 5 is selected in the Set Screen Pop tool.
  
• After making the necessary changes, make sure to publish the flow.

7. Call Routing

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

8. Agent Widget Application Setup

• Navigate to the Admin > Integrations (for new UI IT and > 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/
    • At this stage, the customer needs to grant access through their firewall.
  • 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.

USER IMPLEMENTATION CONFIGURATIONS

Creating a Role

1. Go to User Management and select Roles and Permissions.

2. Click on Add Role.

3. Give your Role a name you want (you may use Knovvu Analytics).
4. Click on Permissions tab. For the created role all Analytics, Conversation and Recording permissions should be given. Then click on Save.

Creating an OAuth Client

Next step is to create an OAuth client. In order for Genesys to generate a clientID and client secret, an oAuth client must first be created by the customer. And the role created in the previous step should be defined in the client.

5. Click on OAuth under IT and Integrations.

6. Click on Add Client.
7. Give your oAuth client a name you want (you may use Knovvu Analytics). Select Grant type as Client Credentials.

8. Click on Roles tab.
9. Find the role you previously created and assign to the OAuth client and click on Save.

When you enter the OAuth client you created, you will see the ClientID and Client Secret values generated by Genesys, that shoul be entered into Knovvu Analytics.

Learning your Region

10. Click here for find your Genesys region.

11. Click 'Core regions' tab and note the 'AWS region name'

Creating a Group

Final step is to create a group in Genesys for Knovvu Analytics to access. The integration service will follow the events of the agents in this group. Therefore, the customer must first create a group, and then add the agents whose calls will be analyzed.

12. Click on Groups under User Management.

13. Click on Add General Group.
14. Give your group a name you want (you may use Knovvu Analytics-Agents). Select Type as Official, Visibility as Public and click on Save.

Click on the group requiredThe GroupID is displayed in the URL of a group's detail page.

Alternatively, Genesys APIs can also be used for this information.

15. Go to Genesys API Explorer.
16. Click on Account Selection and add your account as shown below. The user must select its Genesys region and then automatically login.

17. Use the related endpoint to get your Genesys groups' IDs: https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-groups
18. Switch out of reading mode to execute a request.

19. Click on Execute Request.

20. In the response you get, you can see all your Genesys groups' entities. Find the ID of the group you previously created in the response as you can see below. This is the groupID that needs to be entered into Knovvu Analytics.

ATTACHMENTS

Virtual-Translator-Default-Action---Exported-2025-08-05--1527-20250805152704.custom.json
Virtual Translator Default Script.script
Virtual Translator Default Queue_v3-0.i3InboundFlow