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In order to perform the steps further explained, the services required for Genesys integration must be deployed in the desired cloud environment. You may contact devopssupport@sestek.com for the deployment-related inquiries.
A customer calls the call center and is connected to an agent. The call is transferred between agents. One of the agents initiates a consult queue transfer to move the customer to another department. During this time, the customer is in a hold state. While the relevant agent is in the consult state, the consultant takes the call on hold and returns to the customer call. However, because there is no parameter in the call-metadata indicating that the agent returned to the customer call or took the consultant on hold, the call may be incorrectly interrupted. This situation can result in a call not being received at all or in part.
Genesys Configuration Steps
In order for a customer to use the Genesys integration, this integration must be defined for the customer's tenant.
As the first step, the admin needs to login to the desired environment as a host and enable the Genesys feature for the tenant who will use this integration.
- Login as host.
- Enter the Tenants page under the Saas menu as seen below.
- Next to the desired tenant's name, click on the Actions button and then Features.
- Genesys integration feature can be seen on the opened page and shoul be enabled here.
Then, the admin needs to assign the Genesys integration service to the relevant tenant.
- To do this, the admin should enter the Integration page under Administration in the menu as seen below.
- All services in the environment can be seen on this page. By clicking on the GenesysCloudProducer, the user must enter the service whose status is waiting for configuration. The tenant information should be entered into tenantId field.
- After clicking on Save, the waiting for configuration status of the service will be switched to running, which means Genesys integration is ready to be used by the customer.
If Analytics is purchased on AppFoundry, the next steps can be skipped since they are performed automatically by Genesys Wizard.
Learn more about Genesys wizard.
One the integration service starts running successfully, the admin should make the required settings on tenant's side.
- Login as the tenant.
- Enter the Settings page under Administration in the menu. The information that needs to be entered for the Genesys integration to work can be seen below under the Genesys Integration tab.
This information is the customer's Genesys information and will be transmitted by the customer. You may check Required Genesys Information for more details or to guide the customer.
Genesys integration Source Name should be Default Api Source.
To learn about Genesys settings used for testing purposes, please contact marketplace@sestek.com or check Marketplace Integrations team's tfs board.