Genesys Cloud Handover Integration

In this tutorial, we will configure the settings for the Genesys provider using the Webchat Endpoint as an example.

Configuring Genesys Cloud Handover Settings

To integrate with Genesys Cloud, go to the Endpoint and configure the Handover Settings section. Then, all handover requests will be routed to Genesys Cloud and processed by a human agent.

Host

The Host is the URL Genesys Cloud customers use to log in to the environment. The Host varies depending on the geographic region; for example, mypurecloud.de is used for the German Genesys Cloud region.

Note that you can use only the base domain, for example, mypurecloud.de, mypurecloud.com, cac1.pure.cloud, and you need to omit the apps. or login. part of the domain.

To learn more about the available regions for Genesys Cloud, read AWS regions for Genesys Cloud deployment.

Organization ID

The Organization ID identifies your Genesys Cloud instance.

To view your Organization ID, select Admin > Account Settings > Organization Settings > Organization Details > Advanced. Genesys Cloud displays your Organization ID.

To learn more about the organization ID, read Genesys Cloud: How do I find my organization ID.

Deployment ID

The Deployment ID is the Deployment Key defined in the Genesys Webchat Widget settings. To view your organization ID:

Select Admin > Contact Center > Widgets.
On the Widgets page, select a Widget or Create a New Widget. The Deployment Key will be displayed.
Note: A Widget v2 must work with the Cognigy Chat Handover integration.

To learn more, read Genesys Cloud: Create a Widget for web chat.

Queue name

The Queue Name is the name of the queue as defined in this form, for example, Cognigy HQ Queue.

To view your Queue:

Select Admin > Contact Center > Queues.
Select a Queue or Create a new Queue.

Queue ID

The Queue ID is visible in the URL of the page, for example,

https://apps.mypurecloud.de/directory/#/admin/organization/queues/<YOUR-QUEUE-ID>/general

To learn more about queues, read Genesys Cloud: Create and configure queues.

Session Duration (in minutes)

The Session Duration is the time until idle handover sessions expire, measured in minutes. The default value for Session Duration is 20 minutes.

Send Profile Information

If enabled, the Send Profile Information will send user information (such as first and last name) to the agent.

Node Authentication

Authentication with the http_oauth2 type is used by nodes calling the Genesys Cloud APIs, for example, Agent Availability.

Select an existing OAuth2 connection to Genesys Cloud or create a new one:

OAuth URL - mypurecloud.com/oauth/token (.com.au or similar, depending on location)
ClientID - <as set up in Genesys Cloud environment – see below>
Client Secret - <as set up above in Genesys Cloud environment – see below>
Scope - read (can be anything, Genesys Cloud does not use this field)

Setting up OAuth Access in Genesys Cloud

Note: As you are granting (limited) access to your Genesys Cloud environment, ensure you understand the security implications of your changes and chosen permissions.

To set up OAuth Access:

Select Admin > People & Permissions > Role/Permissions > Create a new Role.
Name your Role, for example, Query Queue Status.
In the Permissions Tab, assign permissions, for example, routing:queue:view, routing:queue:readonly.
Select Admin > People & Permissions > Role/Permissions > See list of all roles.
Find Query Queue Status and click the ellipses (3 vertical dots) symbol to the right and click Change Membership.
Add your user to this Role, including the Division of the queue, if divisions are used in your Genesys Cloud setup.
Save changes.
Select Admin > OAuth.
Create a new OAuth client.
Select Client Credentials.
On the Roles tab, add the Query queue status role. That will only work if you have performed the steps above.
Save changes.
You will get a Client ID and a Client Secret. These can be used to retrieve an OAuth (bearer) token, for example, in a Cognigy OAuth2 connection.