Genesys Component

Genesys Component

Function: genesysField()

Allows participation in voice calls using Genesys PureEngage.

About Genesys

Genesys is an industry leader in cloud and on-premise customer experience solutions. Genesys PureEngage is a contact center platform providing omni-channel customer engagement for large-scale businesses. You can access Genesys's voice features in Appian by using the Genesys Component on an interface in your Appian application.

Access Genesys's PureEngage documentation for more details.

Genesys APIs used by Appian

Appian integrates with Genesys PureEngage by using Genesys provided APIs. The following APIs are used by Appian when using the Genesys Component:

All APIs and Genesys configuration will be maintained in the Genesys PureEngage Environment. Access Genesys's API documentation for more details.

Voice and Networking Overview

For voice calls, the Genesys component uses a Genesys APIs to enable real-time calls through on Appian Interface. It relies on the browser's ability to access the computer's microphone and speaker.

There are several network requirements for Appian to properly communicate to Genesys, as listed below.

  • The Appian environment must be network resolvable from Genesys web server
  • The agent's computer that accepts the call must be network resolvable to Genesys to connect the call to the agent

For additional details on networking, please refer to Genesys configuration or your Genesys provider.

Parameters

Name Keyword Type Description
Label label Text Optional text to display as the field label.
Label Position labelPosition Text Optional text to determine where the label appears. Valid values include
  • "ABOVE" (default) Displays the label above the component.
  • "ADJACENT" Displays the label to the left of the component.
  • "COLLAPSED" Hides the label. The label will still be read by screen readers; see accessibility considerations for more information.
  • "JUSTIFIED" Aligns the label alongside the component starting at the edge of the page.
Instructions instructions Text Optional text displayed below the field's label.
Help Tooltip helpTooltip Text Displays a help icon with the specified text as a tooltip. The tooltip displays a maximum of 500 characters. The help icon does not show when the label position is "COLLAPSED".
Required required Boolean Determines if a value is required to submit the form. Default is false.
Disabled disabled Boolean Determines if the user is prevented from changing the value and determines if the field should be grayed out. Default is false.
Validations validations Text Array Validation errors to be displayed below the field when the value is not null.
Visibility showWhen Boolean Determines whether the component is displayed on the interface. When set to false, the component is hidden and is not evaluated. Default is true
Genesys Web Services URL & Port genesysBaseURL Text The URL and port to the Genesys Web Services Server (e.g., https://10.111.01.01:1000)
On Call Load onCallLoad Save Array One or more variables that are updated when a Genesys call is initiated. The value to be saved will be a dictionary representing the loaded call in the Genesys call resource format. Use a!save() to save a modified or alternative value to a variable.
On Call Complete onCallComplete Save Array One or more variables that are updated when the call ends. The value to be saved will be a dictionary representing the completed call in the Genesys call resource format. Use a!save() to save a modified or alternative value to a variable.
After Work Completion afterWorkComplete Save Array One or more variables that are updated when the agent wrap up ends. The value to be saved will be a dictionary representing the wrapped up call in the Genesys call resource format
  • genesysCallId The unique Genesys Call Id assigned to the call.
  • wrapUpDuration The after work or wrap up duration in seconds.
Use a!save() to save a modified or alternative value to a variable.

Setting Up Genesys

In order to use the Genesys component, the following must be configured in your Genesys Environment:

  • Genesys Workspace (GWS) needs SSL enabled
  • Add the DYNAMIC_SERVER_AND_PORT value for your Appian instance to the allowedOrigins in the GWS config file
  • Make sure the location hosting GWS is reachable from your Appian instance

Auto Answer Configuration

The configuration for auto answer will be done in the Genesys Environment. The following parameters need to be set in Genesys Workspace to enable or disable auto-answer for incoming voice calls:

  1. Auto-answer
  2. Auto-answer.enable-reject

Genesys Call Resource Format

The Genesys component saves call metadata using a dictionary format based on the Genesys PureEngage Call Resource. The following is the dictionary format:

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 Dictionary
    id: "S9CO8TE2TL0OJ55ABO2IC6VSRO000016"
    state: "Established"
    callUuid: "S9CO8TE2TL0OJ55ABO2IC6VSRO000016"
    connId: "006902d4aa59b025"
    deviceUri: "http://htcc/api/v2/devices/362a1dc8-0d11-4d67-9132-29fee7d62a44"
    participants: List of Dictionary: 1 item
        Dictionary
            e164Number: null (Text)
            formattedPhoneNumber: "1000"
            phoneNumber: "1000"
            digits: "1000"
    dnis: "2101"
    callType: "Internal"
    capabilities: List of Text String: 12 items
        "Hangup"
        "SingleStepConference"
        "SendDtmf"
        "DeleteUserData"
        "Hold"
        "SingleStepTransfer"
        "ClearCall"
        "DeleteUserDataPair"
        "UpdateUserData"
        "AttachUserData"
        "InitiateTransfer"
        "InitiateConference"
    userData: Dictionary
        RStrategyDBID: "167"
        CBR-IT-path_DBIDs: null (Text)
        RTargetPlaceSelected: "4005"
        RVQID: null (Text)
        RTenant: "Environment"
        RTargetObjectSelected: "?:Skill3 >= 0"
        PegAG?:Skill3 >= 0: 1
        RTargetRequested: "?:Skill3 >= 0"
        ServiceObjective: null (Text)
        RTargetPlSelDBID: "106"
        RStrategyName: "RS_RP4"
        RRequestedSkillCombination: null (Text)
        CBR-contract_DBIDs: null (Text)
        ServiceType: "default"
        RTargetTypeSelected: "2"
        CBR-actual_volume: null (Text)
        RTargetObjSelDBID: null (Text)
        CBR-Interaction_cost: null (Text)
        RRequestedSkills: null (Null)
        CustomerSegment: "default"
        RTargetRuleSelected: null (Text)
        RTargetAgentSelected: "test_agent"
        RVQDBID: null (Text)
        RTargetAgSelDBID: "120"
        RTenantDBID: "1"
    duration: "2205"
    mute: "Off"
    supervisorListeningIn: false
    monitoredUserMuted: false
    monitoring: false
    uri: "http://htcc/api/v2/me/calls/S9CO8TE2TL0OJ55ABO2IC6VSRO000016"
    path: "/calls/S9CO8TE2TL0OJ55ABO2IC6VSRO000016"
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