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.
For additional details, please refer to Genesys configuration or your Genesys provider.
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.
In order to use the Genesys availability and interaction controls components, the following must be configured in your Genesys Environment:
allowedOriginsin the GWS config file.
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:
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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