Setting up Genesys

About Genesys

Genesys is an industry leader in cloud and on-premise customer experience solutions. Genesys Engage 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 availability and interaction controls components on an interface in your Appian application.

For voice calls and chat messages, the Genesys availability and interaction controls components use Genesys APIs to enable real-time calls and messages through on Appian Interface. They rely 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 or chat to the agent.

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

Genesys APIs used by Appian

Appian integrates with Genesys Engage by using Genesys provided APIs. The following APIs are used by Appian when using the Genesys availability and interaction controls components:

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

Setting Up Genesys

In order to use the Genesys availability and interaction controls components, 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.

Configuration

Auto Answer

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 or chat messages:

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

Outbound

The configuration for outbound will be done in the Genesys Environment. The dial plan established in Genesys must support outbound calls for successful outbound calls.

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