Genesys Cloud Handover Integration

Configuring Genesys Cloud Handover Settings

For Endpoints that supportHandover, Genesys Cloud can be chosen as the selectedHandover Provider. When this is selected, all handover requests will be routed to Genesys Cloud and be processed by a human agent.

In order to configure the Genesys Cloud Handover settings, Genesys Cloud first has to be chosen as the selectedHandover Providerfor the Endpoint in theHandover Settingstab. This will cause the following settings that have to be configured appear:

Host

The Host is the URL Genesys Cloud customers use to log in to the environment. It depends on the geographic region. For example, mypurecloud.de (for German Genesys Cloud region).

See the available regions for Genesys Cloud here: AWS regions for Genesys Cloud deployment

Organisation ID

The Organization ID identifies your Genesys Cloud instance.

To view your Organization ID, follow these steps:

Admin -> Account Settings -> Organization Settings -> Organization Details-> Advanced

Genesys Cloud displays your Organization ID.

See more here: Genesys Cloud: How do I find my organization ID?

Deployment ID

The Deployment ID is the Deployment Key as defined in the Genesys Webchat Widget settings.

Admin -> Contact Center -> Widgets

Select a Widget. Or Create a New Widget.

The Deployment Key will be displayed.

Note: A Version 2 Widget is necessary to work with the Cognigy Chat Handover integration.

See more here: Genesys Cloud: Create a widget for web chat

Queue

Admin -> Contact Center -> Queues

Select an existing Queue or create a new Queue.

Queue Name

The Queue Name is the name of the queue as defined in this form. E.g.“Cognigy HQ Queue”

Queue ID

The Queue ID is visible in the URL of the page, e.g.

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

See more here: Genesys Cloud: Create and configure queues

Session Duration (in minutes)

The Session Duration is the time until idle handover sessions expire (in minutes).

The default value for Session Duration is 20 minutes.

Send Profile Information

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

Node Authentication

Type: http_oauth2

Authentication 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: https://login.mypurecloud.de/oauth/token (or .com.au or .com 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 probably be anything, not used by Genesys Cloud)

Setting up OAuth Access in Genesys Cloud

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

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

This example will anyone who is assigned to this role to query the queue status.

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 choose Change Membership

- Add yourself to this Role, including "Division" of the queue (if divisions are used in yourGenesys Cloud setup, otherwise most likely Home)

- Save

Note: This step is necessary to be able to assign that new Role to someone else afterwards!

Admin -> OAuth

- Create a new OAuth client.

- Select "Client Credentials" client

- On the Roles tab, add the "Query queue status" role. (That will only work if you have performed the steps above.)