Configure the Altocloud Plugin for Workspace Desktop Edition

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Configure the Altocloud Plugin for Workspace Desktop Edition.

Configure the Altocloud Plugin for Workspace Desktop Edition

Important
Prerequisite: To configure the Altocloud Plugin for Workspace Desktop Edition, you need the Altocloud Plugin Installation Package. The installation package contains the application template files that Genesys Administrator uses to create the configuration.

To configure the Altocloud Plugin with Genesys Administrator:

  1. Create the Altocloud Plugin application template
  2. Set Altocloud configuration options
  3. Set Altocloud role privileges for Interaction Workspace users

1. Create the Altocloud Plugin application template

The Altocloud Plugin application template allows you to associate PureEngage users to the new roles and permissions that are specific to the Altocloud Plugin for Workspace Desktop Edition.

In Genesys Administrator, import the Altocloud Plugin application template from the Altocloud Installation Package. The Altocloud Installation Package provides the following:

  • Altocloud_plugin_Workspace_Desktop_Edition_900.apd. This is the application template file.
  • Altocloud_plugin_Workspace_Desktop_Edition_900.xml. This is the metadata file.

For more information, see Importing Application Templates and Importing Application Metadata in Application Templates.

2. Set Altocloud configuration options for Workspace Desktop Edition

When you imported the application template, application options were also imported. Each application option has a default value that you need to set for your organization. These options allow the Altocloud Plugin to authenticate with Altocloud servers to display customer journey data in Workspace Desktop Edition.

To configure Workspace Desktop Edition to work with Altocloud, set the Altocloud options within the Workspace Desktop Edition application options. The quickest way to do this is to export the Altocloud option and then import them into the Workspace Desktop Edition options.

Export application options

  1. In the Altocloud application template, click the Options tab.
    Options.png
  2. Click Export.
  3. Click Conf/Cfg and then click Export.
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Import the Altocloud options into Workspace Desktop Edition

  1. Open Environment -> Applications. Open Workspace Desktop Edition.
  2. Click the Options tab.
  3. Click Choose File.
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  4. At the prompt, click Yes to overwrite pre-existing Altocloud options.
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  5. In the Configuration Options Import dialog box, click Add.
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  6. Select the file that was created when you exported the Altocloud options.
  7. Type "altocloud" into the options name filter to display the newly added Altocloud options.
  8. Configure the imported Altocloud options with your organization credentials. For information on each option, see Configuration options.

Configuration options

Option Description Notes
altocloud.gadget-uri This is where the Altocloud Journey UI is hosted. Used to specify a custom Journey UI URI. When this value is empty, the URI will be deduced from the Base URI of the SSO login URI (Link needed to hybrid_integration configuration options)
altocloud.proxy-address Set this option accordingly if you require the use of proxy server to access Internet resources. This is optional setting for organizations who need a proxy to access the Altocloud functionality.
altocloud.proxy-username User name used to access the proxy (if applicable) This is optional setting for organizations who need a proxy to access the Altocloud functionality.
altocloud.proxy-password Password of the proxy, if applicable This is optional setting for organizations who need a proxy to access the Altocloud functionality.

Deprecated Options

These options will be displayed after importing the Altocloud templates. They are only required for 9.0.001.01 version of the plugin, and are maintained for backwards compatibility purposes.

Option Description Notes
altocloud.client-id Use the Client ID value of the OAuth application that you created for PureEngage. This allows the client to be authenticated to the Altocloud server.
altocloud.client-secret Use the Client Secret value of the OAuth application that you created for PureEngage. This allows the client to be authenticated to the Altocloud server
altocloud.region The region of the Altocloud Organization
  • United States: use2
  • Europe (Dublin): euw1
  • Asia Pacific (Sydney): apse2


altocloud.organization-id This is a unique ID assigned by Genesys. If you do not know your organization ID, contact customercare@genesys.com
altocloud.target-cmc Specifies that the Altocloud organization should use the legacy process for authentication If you do not know which platform your Altocloud organization is in, contact customercare@genesys.com.

3. Set Altocloud role privileges for Workspace Desktop Edition users

Altocloud role privileges allow agents to use the Altocloud Plugin based on their assigned roles within Genesys Administrator. After you create the application template, you see the Altocloud role privileges when you configure a role in Genesys Administrator. They appear under the "Workspace" product.

ATCRoles.png

To configure your Workspace Desktop Edition with roles and privileges for agents, see Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group.

After you successfully create the Altocloud application template, Altocloud role privileges appear under "Altocloud Plug-in Case Gadgets Privileges". To see the description of a role, click the arrow to the left of its row.