Connect Genesys PureCloud

Overview

This document outlines the steps required to configure a Genesys PureCloud account to a Pypestream microapp via Contact Center Connect.

The steps below should be followed by a developer and/or business user (i.e., Genesys Admin) for configuring Contact Center Connect with their PureCloud instance.

Prerequisites

The primary feature leveraged within Genesys is the Open Messaging capability:

Open messaging is a lightweight integration that facilitates messaging with third-party systems and external messaging services. With open messaging you can leverage Genesys Cloud's asynchronous ACD capabilities to route inbound open messages to the right queues and agents. Asynchronous messaging allows conversations to remain active so that customers can continue conversations at their preferred pace. Additionally, you can use Inbound Message flows in Architect to route inbound open messages to integrations, bots, and queues based on message content.

To configure Open Messaging on a Genesys account, one must have the following pre-requisites:

1. Genesys CX Cloud Account
2. Admin/Developer Permission
   a. Within the Admin account, ensure all Messaging permissions are configured.
3. OAuth Credentials Created

Step 1 - Create Open Messaging Integration

1. Login to Genesys PureCloud as an Admin
2. Navigate to the Admin tab
3. Under Message click Platforms
4. In the upper right corner, select Add Platform
5. Select Open Messaging
6. Enter the Integration Name, Outbound URL, and Secret Token
   a. Sandbox Outbound URL: https://ccc-sandbox.pypestream.com/genesys/webhook
   b. Live Outbound URL: https://ccc.pypestream.com/genesys/webhook
7. Click Save

Step 2 - Create a Queue

1. Navigate back to the Admin tab
2. Under Contact Center, select Queues
3. In the upper left corner, select Create Queue
4. Enter Queue name, and click Save
5. After Queue is created, click into the created Queue from the Queue List
6. Click Members
7. Add the Agents or Members to be a part of the Queue
8. Click Save

Step 3 - Create Inbound Message Flow

1. Navigate back to the Admin tab
2. Under Architect, select Architect
3. In the upper left corner, select Add
4. Enter the flow name
5. Under Error Event Transfer List, select the Queue created in Step 2.
6. Follow-instructions in the video below to configure the Inbound Message Flow.

Step 4 - Create Message Routing

1. Navigate back to the Admin tab
2. Under Routing, select Message Routing
3. Click the + sign in the upper right corner
4. Click the dropdown, and select the Inbound Message Flow created in Step 3
5. Click the dropdown under Addresses, and select the OM Integration created in Step 1
6. Click Add, and then Save

Step 5 - Configure Pypestream Solution to Genesys

1. Select Admin (⚙︎) > Pypes and create or edit a Pype
2. Select Others.
3. Select Genesys from the Platform from the drop-down list

4. Enter your Account details and select "Save".

Alternatively, you can invoke an API request to configure the appropriate solution to the Genesys instance:

curl --location --request PATCH 'https://webservice-sandbox.pypestream.com/v3/configuration/pype/{pype_id}' \
--header 'Authorization: Bearer yourtoken' \
--header 'Content-Type: application/json' \
--data-raw '{"agent_routing": "external_agent",
    "config": {
        "integration_headers": {
            "instanceUrl": "https://api.usw2.pure.cloud",
            "oAuthUrl": "https://login.usw2.pure.cloud",
            "clientId":"{client_id}",
            "clientSecret":"{client_secret}",
            "grantType":"client_credentials",
            "OMIntegrationId":"{OMIntegrationId}",
            "OMQueueId": "{OMQueueId}"
        },
        "integration_name": "Genesys"
    }
}'

Replace https://webservice-sandbox.pypestream.com/v3/configuration/pype/{pype_id} by https://webservice.pypestream.com/v3/configuration/pype/{pype_id} to configure your account on the Live environment.

Step 6 - Test Escalation

1. Ensure you have access to the Interactions tab on Genesys. Note, if this is not available, the user permissions must be updated by an Admin.
2. Escalate a chat from the Pypestream solution.
3. If successful, accept the chat from the Genesys console.