Genesys Documentation - User contributions [en]

RN/AIConnector/100.0.124.3419

2022-09-21T13:27:37Z

Balaji: Published

{{ComponentRN
|ComponentId=c5a76aa7-eedc-4cba-8bf2-b23a4d28ef29
|JQL=issue
|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-08-10
|PrivateEditionReleaseDate=2022-08-10
|Highlight='''AI Connector''' is available for select customers in Genesys Multicloud CX private edition.
}}
{{Issue
|IssueCategoryId=a8930ebb-8e46-4ecd-993f-cdd2d61bc400
|LocalContent=Starting with this release, AI Connector is available for select customers in Genesys Multicloud CX private edition, as part of the Beta Program. Deployments on OpenShift Container Platform (OpenShift) and Google Kubernetes Engine (GKE) are supported.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|topic=OverviewAIConnector}}
}}

RN/AIConnector/100.0.124.3419

2022-09-21T13:09:00Z

Balaji: Published

{{ComponentRN
|ComponentId=c5a76aa7-eedc-4cba-8bf2-b23a4d28ef29
|JQL=issue
|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-08-10
|PrivateEditionReleaseDate=2022-08-10
}}
{{Issue
|IssueCategoryId=a8930ebb-8e46-4ecd-993f-cdd2d61bc400
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|topic=OverviewAIConnector}}
}}

RN/DigitalChannels/100.0.126.4147

2022-09-12T05:07:09Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9609, NEXUS-9337, NEXUS-9623)
|DeploymentTypeId=577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-31
|MixedModeReleaseDate=2022-08-31
|Highlight=Digital Channels now supports reporting of attached user data for public social interactions.
}}
{{Issue
|TicketNumber=NEXUS-9609
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=In new UI if media option is configured an agent will not see channel switcher buttons for not allowed channels and will not be able to create an outbound interaction for this medias
|LocalContent=Agents can now see the digital channels that were configured for them to use, and the disabled channels are no longer displayed in the channel icons at the bottom of the '''Conversation''' and '''Communication''' tabs. The agents are only able to start outbound interactions with the allowed channels.
}}
{{Issue
|TicketNumber=NEXUS-9724
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=When a user creates a Standard Response with Rich Media templates in the '''Standard Responses''' management section of '''Designer''', the field code values from the '''Insert Field Code''' menu do not get copied to the clipboard.
<br /><br />
'''Workaround''': Create a new Standard Response of type ''Text/html'' response and insert the required field code values into the plain text part, and save it. To add field code values to your Standard Response with Rich Media template, copy the values from the plain text part and paste them where they are needed.
<br />
Alternatively, use the '''Digital Channels Admin''' UI to get '''Standard Responses'''. There, the issue does not exist.
}}
{{Issue
|TicketNumber=NEXUS-9451
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Digital Channels now supports the data reporting of public social interactions (Facebook public and Twitter Public messages). Previously, only private messages on Facebook and Twitter were supported.
|LocalContent=Digital Channels now supports the reporting of attached user data for public social interactions (for Facebook and Twitter). Previously, only private messages on Facebook and Twitter were supported.
}}
{{Issue
|TicketNumber=NEXUS-8349
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[KNOWN ISSUE]:When an agent downloads an attachment from a Twitter or Facebook message, the file name might contain caption text and have no file extension.*Workaround:* The agent can rename the attachment file and add the appropriate file extension using one of the supported file types: *.jpg, *.png, *.gif.\[Resolved Issue]Attachments in Twitter or Facebook messages are now downloaded with the complete file names and extensions. Previously, the file name might contain caption text and had no file extension.
|LocalContent=Attachments in Twitter and Facebook messages are now downloaded with the complete file names and extensions. Previously, the file names contained caption text and had no extension.
}}
{{Issue
|TicketNumber=NEXUS-9484
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Agents can now click an image in a chat interaction to expand it. Previously, when the agent had multiple interactions, the images were not expanded.
}}
{{Issue
|TicketNumber=NEXUS-9110
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent='''Limitation:''' Chat interactions do not support Standard Responses consisting of HTML tags or a combination of HTML and plain texts. In chat interactions, use plain text in Standard Responses.
}}

RN/DigitalChannels/100.0.126.4147

2022-09-07T16:12:55Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9609, NEXUS-9337, NEXUS-9623)
|DeploymentTypeId=577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-31
|MixedModeReleaseDate=2022-08-31
|Highlight=Digital Channels now supports reporting of attached user data for public social interactions.
}}
{{Issue
|TicketNumber=NEXUS-9609
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=In new UI if media option is configured an agent will not see channel switcher buttons for not allowed channels and will not be able to create an outbound interaction for this medias
|LocalContent=Agents can now see the digital channels that were configured for them to use, and the disabled channels are no longer displayed in the channel icons at the bottom of the '''Conversation''' and '''Communication''' tabs. The agents are only able to start outbound interactions with the allowed channels.
}}
{{Issue
|TicketNumber=NEXUS-9724
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=When a user creates a Standard Response with Rich Media templates in the '''Standard Responses''' management section of '''Designer''', the field code values from the '''Insert Field Code''' menu do not get copied to the clipboard.
<br /><br />
'''Workaround''': Create a new Standard Response of type ''Text/html'' response and insert the required field code values into the plain text part, and save it. To add field code values to your Standard Response with Rich Media template, copy the values from the plain text part and paste them where they are needed.
<br />
Alternatively, use the '''Digital Channels Admin''' UI to get '''Standard Responses'''. There, the issue does not exist.
}}
{{Issue
|TicketNumber=NEXUS-9451
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Digital Channels now supports the data reporting of public social interactions (Facebook public and Twitter Public messages). Previously, only private messages on Facebook and Twitter were supported.
|LocalContent=Digital Channels now supports the reporting of attached user data for public social interactions (for Facebook and Twitter). Previously, only private messages on Facebook and Twitter were supported.
}}
{{Issue
|TicketNumber=NEXUS-8349
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[KNOWN ISSUE]:When an agent downloads an attachment from a Twitter or Facebook message, the file name might contain caption text and have no file extension.*Workaround:* The agent can rename the attachment file and add the appropriate file extension using one of the supported file types: *.jpg, *.png, *.gif.\[Resolved Issue]Attachments in Twitter or Facebook messages are now downloaded with the complete file names and extensions. Previously, the file name might contain caption text and had no file extension.
|LocalContent=Attachments in Twitter and Facebook messages are now downloaded with the complete file names and extensions. Previously, the file names contained caption text and had no extension.
}}
{{Issue
|TicketNumber=NEXUS-9305
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=The Nexus AI Connector now considers the Google Dialogflow CX DTMF settings.
}}
{{Issue
|TicketNumber=NEXUS-9484
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Agents can now click an image in a chat interaction to expand it. Previously, when the agent had multiple interactions, the images were not expanded.
}}
{{Issue
|TicketNumber=NEXUS-9110
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent='''Limitation:''' Chat interactions do not support Standard Responses consisting of HTML tags or a combination of HTML and plain texts. In chat interactions, use plain text in Standard Responses.
}}

RN/DigitalChannels/100.0.125.3946

2022-09-07T16:11:49Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=NA
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-16
|MixedModeReleaseDate=2022-08-16
|Highlight=This release is no longer available.
}}
{{Issue
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=This release is no longer available to most Multicloud CX customers. A new release is being prepared to correct an identified issue and will include the planned features.
}}

RN/DigitalChannels/100.0.126.4147

2022-09-01T04:50:41Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9609, NEXUS-9337, NEXUS-9623)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-30
|MixedModeReleaseDate=2022-08-30
|Highlight=Digital Channels supports the usage of agent's nicknames.
}}
{{Issue
|TicketNumber=NEXUS-9609
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=In new UI if media option is configured an agent will not see channel switcher buttons for not allowed channels and will not be able to create an outbound interaction for this medias
|LocalContent=Agents can now see the digital channels that were configured for them to use, and the disabled channels are no longer displayed on the '''Conversation''' and '''Communication''' tabs. The agents are only able to start outbound interactions with the allowed channels.
}}
{{Issue
|TicketNumber=NEXUS-9337
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=The agent’s nickname could be defined, so customer will see it instead of the agent’s real name
|LocalContent=Digital Channels now supports the agent's nickname in digital interactions with customers, and the agent's real name is hidden.
}}
{{Issue
|TicketNumber=NEXUS-9724
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=When a user creates a Standard Response with Rich Media templates in the '''Standard Responses''' management section of '''Designer''', the field code values from the '''Insert Field Code''' menu do not get copied to the clipboard.
<br /><br />
'''Workaround''': Create a new Standard Response of type ''Text/html'' response and insert the required field code values into the plain text part, and save it. To add field code values to your Standard Response with Rich Media template, copy the values from the plain text part and paste them where they are needed.
<br />
Alternatively, use the '''Digital Channels Admin''' UI to get '''Standard Responses'''. There, the issue does not exist.
}}

RN/DigitalChannels/100.0.126.4147

2022-08-30T15:11:12Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9609, NEXUS-9337, NEXUS-9623)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-30
|MixedModeReleaseDate=2022-08-30
|Highlight=Digital Channels supports the usage of agent's nicknames.
}}
{{Issue
|TicketNumber=NEXUS-9609
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=In new UI if media option is configured an agent will not see channel switcher buttons for not allowed channels and will not be able to create an outbound interaction for this medias
|LocalContent=Agents can now see the digital channels that were configured for them to use, and the disabled channels are no longer displayed on the '''Conversations''' and '''Communications''' tabs. The agents are only able to start outbound interactions with the allowed channels.
}}
{{Issue
|TicketNumber=NEXUS-9337
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=The agent’s nickname could be defined, so customer will see it instead of the agent’s real name
|LocalContent=Digital Channels now supports the agent's nickname in digital interactions with customers, and the agent's real name is hidden.
}}
{{Issue
|TicketNumber=NEXUS-9724
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=When a user creates a Standard Response with Rich Media templates in the '''Standard Responses''' management section of '''Designer''', the field code values from the '''Insert Field Code''' menu do not get copied to the clipboard.
<br /><br />
'''Workaround''': Create a new Standard Response of type ''Text/html'' response and insert the required field code values into the plain text part, and save it. To add field code values to your Standard Response with Rich Media template, copy the values from the plain text part and paste them where they are needed.
<br />
Alternatively, use the '''Digital Channels Admin''' UI to get '''Standard Responses'''. There, the issue does not exist.
}}

RN/DigitalChannels/100.0.122.2868

2022-08-30T08:51:41Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=id in (NEXUS-8616,NEXUS-8612,NEXUS-8614)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-07-11
|MixedModeReleaseDate=2022-07-11
|Highlight=Rich messaging is now supported in Standard Responses.
}}
{{Issue
|TicketNumber=NEXUS-8290
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Rich messaging is now supported in Standard Responses for agents to use in replies. Agents can send rich media elements created using Quick Reply, Carousel with Generic templates to customers through the chat widget.
}}
{{Issue
|TicketNumber=NEXUS-9683
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=The preview of standard responses with rich messaging content is only displayed after it is inserted into the chat.
}}

RN/DigitalChannels/100.0.125.3946

2022-08-22T05:04:58Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-8349, NEXUS-9402, NEXUS-9451)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-16
|MixedModeReleaseDate=2022-08-16
|Highlight=Digital Channels now supports reporting of attached user data for public social interactions.
}}
{{Issue
|TicketNumber=NEXUS-9451
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Digital Channels now supports the data reporting of public social interactions (Facebook public and Twitter Public messages). Previously, only private messages on Facebook and Twitter were supported.
|LocalContent=Digital Channels now supports the reporting of attached user data for public social interactions (for Facebook and Twitter). Previously, only private messages on Facebook and Twitter were supported.
}}
{{Issue
|TicketNumber=NEXUS-8349
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[KNOWN ISSUE]:When an agent downloads an attachment from a Twitter or Facebook message, the file name might contain caption text and have no file extension.*Workaround:* The agent can rename the attachment file and add the appropriate file extension using one of the supported file types: *.jpg, *.png, *.gif.\[Resolved Issue]Attachments in Twitter or Facebook messages are now downloaded with the complete file names and extensions. Previously, the file name might contain caption text and had no file extension.
|LocalContent=Attachments in Twitter and Facebook messages are now downloaded with the complete file names and extensions. Previously, the file names contained caption text and had no extension.
}}
{{Issue
|TicketNumber=NEXUS-9305
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=The Nexus AI Connector now considers the Google Dialogflow CX DTMF settings.
}}
{{Issue
|TicketNumber=NEXUS-9484
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Agents can now click an image in a chat interaction to expand it. Previously, when the agent had multiple interactions, the images were not expanded.
}}
{{Issue
|TicketNumber=NEXUS-9110
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent='''Limitation:''' Chat interactions do not support Standard Responses consisting of HTML tags or a combination of HTML and plain texts. In chat interactions, use plain text in Standard Responses.
}}

PEC-DC/Current/DCPEGuide/ProvisionAIConnector

2022-08-17T04:55:15Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Provisioning overview
|Context=Learn about the steps involved in provisioning Digital Channels AI Connector.
|ComingSoon=No
|Section={{Section
|sectionHeading=Provisioning AI Connector webhook to Digital Channels
|alignment=Vertical
|structuredtext=To receive and analyse chat messages, AI Connector functions as a webhook for interactions in Digital Channels. As Digital Channels is unaware of where AI Connector is available, register AI Connector with Digital Channels. This process includes two parts:

#{{Link-SomewhereInThisVersion|anchor=Verify|display text=Verify AI Connector Webhook|manual=DCPEGuide|topic=ProvisionAIConnector}}
#{{Link-SomewhereInThisVersion|anchor=Register|display text=Registering Webhook to Digital Channels|manual=DCPEGuide|topic=ProvisionAIConnector}}

{{AnchorDiv|Verify}}
===Verifying AI Connector webhook===
AI Connector webhook is deployed at <code>'''${CONF.athena.server.apiPrefix}/agent-assist-chat/messages'''</code>

Verifying the webhook returns the HTTP status code as '''200''' with status '''''PAYLOAD_SIGNATURE_CHECK_FAILED'''''

{{AnchorDiv|Register}}
===Registering webhook to Digital Channels===

The webhook target name for Digital Channels is '''ai-connector'''

It is a one-time process (per contact center) required to ensure that the AI Connector webhook URL is known and trusted to Digital Channels service. For registering the AI Connector webhook, send a request with the admin-level access credentials to Digital Channels.

Request:
<syntaxhighlight lang="json">
curl --request POST 'https://{nexusUrl}/nexus/v3/provisioning/services/{ccid}/WebhookTransportTarget-ai-connector' \
--header 'Authorization: Bearer {accessToken}' \
--header 'Content-Type: application/json' \
--data '{
"url": "{AI Connector webhook URL}"
}'</syntaxhighlight>

<br />
|Status=No
}}
}}

PEC-DC/Current/DCPEGuide/DeployAIConnector

2022-08-17T04:54:58Z

Balaji: Published

{{ArticlePEServiceDeploy
|ServiceId=AI Connector
|IncludeAssumptions=Yes
|Section={{Section
|sectionHeading=Deploy AI Connector
|alignment=Vertical
|structuredtext={{NoteFormat|Make sure to review {{Link-SomewhereInThisVersion|topic=PlanningAIConnector}} for the full list of prerequisites required to deploy Digital Channels AI Connector.|}}
|Status=No
}}{{Section
|sectionHeading=Prepare your environment
|anchor=prepare
|alignment=Vertical
|structuredtext=To prepare your environment for either OpenShift or Google Kubernetes Engine (GKE) deployment, complete the steps in this section.
===OpenShift===
Log in to the OpenShift cluster from the host where you will run the deployment:<syntaxhighlight>
oc login --token <token> --server <url of api server>
</syntaxhighlight>First confirm the cluster is running:<syntaxhighlight>

oc get clusterversion
</syntaxhighlight>Create a new project for Digital Channels:<syntaxhighlight>
oc new-project athena
</syntaxhighlight>
===GKE===
Log in to the GKE cluster from the host where you will run the deployment:<syntaxhighlight>
gcloud container clusters get-credentials <cluster>
</syntaxhighlight>Create a JSON file called '''create-nexus-namespace.json''' with the following content:<syntaxhighlight>
{
"apiVersion": "v1",
"kind": "Namespace",
"metadata": {
"name": "athena",
"labels": {
"name": "athena"
}
}
}
</syntaxhighlight>Use the JSON file to create a new namespace for Digital Channels AI Connector:<syntaxhighlight>
kubectl apply -f apply create-athena-namespace.json
</syntaxhighlight>Now, confirm the created namespace:<syntaxhighlight>
kubectl describe namespace athena
</syntaxhighlight>{{AnchorDiv|secret}}
===Configure a secret to access JFrog===
If you haven't done so already, create a secret for accessing the JFrog registry:<source lang="text">kubectl create secret docker-registry <credential-name> --docker-server=<docker repo> --docker-username=<jfrog_username> --docker-password=<API_key_from_jfrog></source>For OpenShift deployment, map the secret to the default service account (this is an optional step):<source lang="text">oc secrets link default <credential-name> --for=pull</source>
|Status=No
}}{{Section
|sectionHeading=Deploy
|anchor=deploy
|alignment=Vertical
|structuredtext=To deploy AI Connector, you'll need the Helm package and override files you {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=Planning|anchor=Helm|display text=downloaded in a previous step}}. Copy '''values.yaml''' and the Helm package ('''athena-<version>.tgz''') to the installation location.

You must override the following key sections in '''values.yaml:'''

*{{Link-SomewhereInThisVersion|anchor=imageAIConnector|display text=image.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=athenanexusAIConnector|display text=athena.nexus.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=athenaredisAIConnector|display text=athena.redis.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=athenadbAIConnector|display text=athena.db.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=ingressAIConnector|display text=ingress.*|manual=DCPEGuide|topic=ConfigureAIConnector}}

Here's an example of how your '''values.yaml''' file might look:<syntaxhighlight>
# Default values for athena.
# This is a YAML-formatted file.
# Declare variables to be passed into your templates.

version: "100.0.124.3419" # AI Connector Version

nameOverride: ""

fullnameOverride: ""

replicaCount: 1

image:
registry: "pureengage-docker-staging.jfrog.io"
repository: nexus/athena
pullPolicy: IfNotPresent
pullSecrets:
- name: <pullsecret>

serviceAccount:
create: false
name: ""
annotations: {}

podAnnotations: {}

podLabels: {}

podSecurityContext:
runAsNonRoot: true
runAsUser: 500
runAsGroup: 500
fsGroup: 500

securityContext: {}

configChecksum: true

secretChecksum: true

containerPort: 4084

service:
enabled: true
type: ClusterIP
annotations: {}
port: 80

ingress:
enabled: false
annotations: {}
hosts:
- host: athena.local
paths: []
tls: []
# - secretName: athena-tls-secret
# hosts:
# - athena.local

resources: {}
# limits:
# cpu: 100m
# memory: 128Mi
# requests:
# cpu: 100m
# memory: 128Mi

nodeSelector: {}

tolerations: []

affinity: {}

priorityClassName: ""

dnsPolicy: ClusterFirst

dnsConfig:
options:
- name: ndots
value: "3"

monitoring:
enabled: false

athena:
server:
apiPrefix: "/nexus/v3"
nexus:
url: "<nexus-url>"
apiPrefix: "/nexus/v3"
apiKey: "<cluster-api-key>"
timeout: 10000
db:
host: "<postgres-host>"
port: 5432
user: "<user>"
password: "<password>"
database: "<dbname>"
ssl: false
redis:
nodes: "redis://<redis-host>:6379"
password: "<password>"
cluster: true
tls: false
google:
speechApiKey: ""
</syntaxhighlight>

Run the following command to install AI Connector:<syntaxhighlight>
helm upgrade --install <deployment-name> <helm-repo>/athena-<version>.tgz -f values.yaml
</syntaxhighlight>
|Status=No
}}{{Section
|sectionHeading=Validate the deployment
|anchor=validate
|alignment=Vertical
|structuredtext=To validate the deployment, first run the following code snippet
kubectl port-forward service/athena <port>:80

Then, send the GET request on the following URL:

$athenaURL/health/detail

where '''$athenaURL''' is the fully qualified domain name (FQDN) for AI Connector.

The response should look like this:<syntaxhighlight>
{
"buildInfo": {
"version": "100.0.001.97446",
"changeset": "565f432fa8f4555276b55e8237cebcfb201b986e",
"timestamp": "Mon Jan 17 10:21:22 UTC 2022"
},
"startTime": "2022-03-17T13:15:22.873Z",
"upTime": 49338032,
"os": {
"hostname": "athena-6bb9c5c68f-bz449",
"upTime": 52366.39,
"freemem": 1316397056,
"loadavg": [0.35, 0.37, 0.63],
"totalmem": 4124729344
},
"memoryUsage": {
"rss": 178757632,
"heapTotal": 83382272,
"heapUsed": 80987072,
"external": 1890524,
"arrayBuffers": 126610
},
"redis": {
"state": "READY",
"latency": 5
},
"db": {
"latency": 202
},
"isReady": true
}
</syntaxhighlight>The deployment is successful if <code>state="green"</code>. You can also confirm that <code>db.ready=true</code> and <code>redis.ready=true</code>.

==Uninstall==
Execute the following command to uninstall AI Connector:

helm delete <deployment-name> -n <namespace>
|Status=No
}}{{Section
|sectionHeading=Next steps
|anchor=next
|alignment=Vertical
|structuredtext=Complete the steps in {{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|topic=ProvisionAIConnector}} to finish deploying AI Connector.

<br />
|Status=No
}}
|PEPageType=45d1441f-dc69-4a17-bd47-af5d811ce167
}}

PEC-DC/Current/DCPEGuide/ConfigureAIConnector

2022-08-17T04:54:41Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Configure AI Connector
|Context=Complete the steps on this page to configure your AI Connector deployment.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|Status=No
}}{{Section
|sectionHeading=Override Helm chart values
|anchor=override
|alignment=Vertical
|structuredtext=You can specify parameters for the deployment by overriding Helm chart values in the '''values.yaml''' file. See the '''Parameters''' table for a full list of overridable values.

For more information about how to override Helm chart values, see {{SuiteLevelLink|helmoverride}}.

If you want to use arbitrary UIDs in your OpenShift deployment, you must override the '''securityContext''' settings in the '''values.yaml''' file, so that no user or group IDs are specified. For details, see {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ConfigureAIConnector|anchor=security|display text=Configure security}} below.
{{{!}} class="wikitable"
{{!}}+Parameters
!Parameter
!Description
!Valid values
!Default
{{!}}-
{{!}}version
{{!}}The AI Connector version.
{{!}}A valid release version
{{!}}nil
{{!}}-
{{!}}nameOverride
{{!}}A string to partially override the athena.fullname template. This string is prepended to the release name.
{{!}}String
{{!}}nil
{{!}}-
{{!}}fullnameOverride
{{!}}A string to fully override the athena.fullname template.
{{!}}String
{{!}}nil
{{!}}-
{{!}}{{AnchorDiv|imageAIConnector}}
image.registry
{{!}}The AI Connector image registry.
{{!}}A valid registry URL
{{!}}nil
{{!}}-
{{!}}image.repository
{{!}}The AI Connector image name.
{{!}}A valid image name
{{!}}nexus/athena
{{!}}-
{{!}}image.pullPolicy
{{!}}Specifies when Kubernetes pulls images from the registry on start up.
{{!}}IfNotPresent or Always
{{!}}IfNotPresent
{{!}}-
{{!}}image.pullSecrets
{{!}}An array of docker-registry secret names.
{{!}}An array of secret names
{{!}}[] (does not add image pull secrets to deployed pods)
{{!}}-
{{!}}serviceAccount.create
{{!}}Specifies whether a service account must be created.
{{!}}false or true
{{!}}false
{{!}}-
{{!}}serviceAccount.name
{{!}}The name of the service account to use. If this is not set and create is true, a name is generated using the fullname template.
{{!}}String
{{!}}""
{{!}}-
{{!}}serviceAccount.annotations
{{!}}Annotations to add to the service account.
{{!}}A valid set of labels as "name: value"
{{!}}{}
{{!}}-
{{!}}podAnnotations
{{!}}Custom annotations for each pod.
{{!}}A valid set of labels as "name: value"
{{!}}{}
{{!}}-
{{!}}podSecurityContext.runAsNonRoot
{{!}}Specifies whether the container must run as a non-root user.
{{!}}true or false
{{!}}true
{{!}}-
{{!}}podSecurityContext.runAsUser
{{!}}The user ID to run the entry point of the container process. In OpenShift, if your deployment uses arbitrary UIDs, set this value to null.
{{!}}A valid user ID
{{!}}500
{{!}}-
{{!}}podSecurityContext.runAsGroup
{{!}}The group ID to run the entry point of the container process. In OpenShift, if your deployment uses arbitrary UIDs set this value to 0.
{{!}}A valid group ID
{{!}}500
{{!}}-
{{!}}podSecurityContext.fsGroup
{{!}}A supplemental group ID that applies to all containers in a pod. In OpenShift, if your deployment uses arbitrary UIDs set this value to null.
{{!}}A valid group ID
{{!}}500
{{!}}-
{{!}}configChecksum
{{!}}Adds SHA-256 checksum of the ConfigMap to the deployment annotations.
{{!}}true of false
{{!}}true
{{!}}-
{{!}}secretChecksum
{{!}}Adds SHA-256 checksum of the Secret to the deployment annotations.
{{!}}true or false
{{!}}true
{{!}}-
{{!}}containerPort
{{!}}TCP port the service is listening on.
{{!}}A valid port
{{!}}4084
{{!}}-
{{!}}service.enabled
{{!}}Enables the Kubernetes service.
{{!}}true or false
{{!}}true
{{!}}-
{{!}}service.type
{{!}}The Kubernetes service type.
{{!}}See the [https://kubernetes.io/docs/concepts/services-networking/service/#publishing-services-service-types Kubernetes documentation] for details.
{{!}}ClusterIP
{{!}}-
{{!}}service.annotations
{{!}}The service annotations.
{{!}}A valid set of annotations as "name: value"
{{!}}{}
{{!}}-
{{!}}service.port
{{!}}The Kubernetes service HTTP port.
{{!}}A valid port
{{!}}80
{{!}}-
{{!}}{{AnchorDiv|ingressAIConnector}}
ingress.enabled
{{!}}Enables the ingress controller resource.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}ingress.annotations
{{!}}The ingress annotations.
{{!}}A valid set of annotations as "name: value"
{{!}}[]
{{!}}-
{{!}}ingress.hosts[0].host
{{!}}The hostname of your AI Connector installation.
{{!}}A valid hostname
{{!}}athena.local
{{!}}-
{{!}}ingress.hosts[0].paths
{{!}} colspan="1" rowspan="1"{{!}}The paths (within the URL structure) to your AI Connector.
{{!}}A valid list of paths
{{!}}[]
{{!}}-
{{!}}ingress.tls[0].secretName
{{!}}Kubernetes secret name with server.crt certificate and server.key private key file (Only required if you want to configure TLS for ingress resources).
{{!}}A valide name
{{!}}nil
{{!}}-
{{!}}ingress.tls[0].hosts
{{!}}The hostname used to generate cert that matches the TLS certificate (required if you want to configure TLS for ingress resources).
{{!}}A valid hostname
{{!}}nil
{{!}}-
{{!}}resources
{{!}}The requests and limits for CPU and memory usage in Kubernetes. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}nodeSelector
{{!}}The labels Kubernetes uses to assign pods to nodes. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}tolerations
{{!}}The tolerations Kubernetes uses for advanced pod scheduling. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}affinity
{{!}}Specifies the affinity and anti-affinity for Digital Channels pods. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}priorityClassName
{{!}}The class name Kubernetes uses to determine the priority of a pod relative to other pods. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}A valid priority class name
{{!}}""
{{!}}-
{{!}}monitoring.enabled
{{!}}Specifies whether to deploy Custom Resource Definitions (CRD) for ServiceMonitors to determine which services should be monitored.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}athena.server.apiPrefix
{{!}}The prefix for all API endpoints exposed by the service.
{{!}}String or comma-separated list of strings
{{!}}/athena/v1,/nexus/v3
{{!}}-
{{!}}{{AnchorDiv|athenanexusAIConnector}}
athena.nexus.url
{{!}}The Nexus service URL.
{{!}}A valid URL
{{!}}<nowiki>http://nexus-production.nexus.svc.cluster.local</nowiki>
{{!}}-
{{!}}athena.nexus.apiPrefix
{{!}}The prefix of Nexus API endpoints.
{{!}}String
{{!}}/nexus/v3
{{!}}-
{{!}}athena.nexus.apiKey
{{!}}A Nexus API key used by AI Connector to fetch tenant settings and services from Nexus. See the [https://all.docs.genesys.com/PEC-DC/Current/DCPEGuide/ProvisionAPI Digital Channels documentation] for details.
{{!}}A valid cluster Nexus API key with permissions "nexus:cluster:*" assigned
{{!}}""
{{!}}-
{{!}}athena.nexus.timeout
{{!}}Timeout for requests to Nexus (access tokens validation, configuration retrieval).
{{!}}Integer
{{!}}10000
{{!}}-
{{!}}{{AnchorDiv|athenadbAIConnector}}
athena.db.host
{{!}}The Postgres service URL.
{{!}}A valid URL
{{!}}postgres
{{!}}-
{{!}}athena.db.port
{{!}}The Postgres service port.
{{!}}A valid port
{{!}}5432
{{!}}-
{{!}}athena.db.user
{{!}}The user assigned for the AI Connector application to access Postgres.
{{!}}A valid user
{{!}}nexus
{{!}}-
{{!}}athena.db.password
{{!}}The password assigned for the AI Connector application to access Postgres.
{{!}}A valid password
{{!}}""
{{!}}-
{{!}}athena.db.database
{{!}}The database for the AI Connector application to use in Postgres.
{{!}}A valid database
{{!}}nexus
{{!}}-
{{!}}athena.db.ssl
{{!}}Use secured connection to Postgres.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}
{{AnchorDiv|athenaredisAIConnector}}
athena.redis.nodes
{{!}}A comma-separated list of Redis nodes to connect.
{{!}}A valid URL
{{!}}<nowiki>redis://redis:6379</nowiki>
{{!}}-
{{!}}athena.redis.password
{{!}}The password for Redis authentication.
{{!}}A valid password
{{!}}""
{{!}}-
{{!}}athena.redis.cluster
{{!}}Specifies whether to deploy Redis as a cluster.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}athena.redis.tls
{{!}}Specifies whether to use TLS on the Redis connection.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}athena.google.speechApiKey
{{!}} colspan="1" rowspan="1"{{!}}API key for Google speech recognition API used to transcribe speech to text for bot providers that do not natively support voice input (LUIS, DialogEngine), not needed for Dialogflow ES, CX and Lex.
{{!}}A valid Google speech recognition API key
{{!}}""
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Configure security
|anchor=security
|alignment=Vertical
|structuredtext=To learn more about how to configure security for private edition, be sure to read {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=Prerequisites|display text=Permissions}} and {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ConfigSecurity}}.

The security context settings define the privilege and access control settings for pods and containers.

By default, the user and group IDs are set in the '''values.yaml''' file as <code>500:500:500</code>, meaning the '''genesys''' user.<syntaxhighlight>
podSecurityContext:
runAsUser: 500
runAsGroup: 500
fsGroup: 500
runAsNonRoot: true
</syntaxhighlight>
===Arbitrary UIDs in OpenShift===
If you want to use arbitrary UIDs in your OpenShift deployment, you must override the '''securityContext''' settings in the '''values.yaml''' file, so that you do not define any specific IDs.<syntaxhighlight>
podSecurityContext:
runAsUser: null
runAsGroup: 0
fsGroup: null
runAsNonRoot: true
</syntaxhighlight>For details about these parameters and possible values, see '''podSecurityContext.*''' in the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ConfigureAIConnector|anchor=override|display text=Parameters}} table above.

<br />
|Status=No
}}
}}

PEC-DC/Current/DCPEGuide/PlanningAIConnector

2022-08-17T04:54:23Z

Balaji: Published

{{PEPrerequisites
|DisplayName=Before you begin
|Context=Find out what to do before deploying AI Connector.
|ServiceId=9e7aa6a5-e8c6-4d8c-816f-4790127eabe7
|IncludedServiceId=AI Connector
|LimitationsStatus=No
|LimitationsText=AI Connector for private edition has the following limitation:

*Supports only a single-region model of deployment.
|HelmStatus=No
|HelmText=AI Connector in Genesys Multicloud CX private edition includes the following container:

*athena

The service also includes a Helm chart, which you must deploy to install all the containers for AI Connector:

*athena

See {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=Digital_ChannelsHelm}} for the Helm chart version you must download for your release.

To download the Helm chart, navigate to the '''athena''' folder in the JFrog repository. For information about how to download the Helm chart, see {{SuiteLevelLink|helmchart}}.

<br />
|ThirdPartyStatus=No
|ThirdPartyText=Install the prerequisite dependencies listed in the '''Third-party services''' table before you deploy AI Connector.
|SectionThirdPartyItem={{SectionThirdPartyItem
|ThirdPartyItem=3aee73ed-68e0-4c70-8693-2421c68b86cd
|Notes=AI Connector supports Redis deployed in either cluster (TLS) or non-cluster (non-TLS) mode.
}}{{SectionThirdPartyItem
|ThirdPartyItem=1a407778-58fe-4acd-8ca7-5af8eac31283
|Notes=No support for enforced SSL.
}}{{SectionThirdPartyItem
|ThirdPartyItem=bc90a902-fc45-4546-b05b-bba8f567dba2
}}{{SectionThirdPartyItem
|ThirdPartyItem=0ce020f7-57d0-430e-bd82-27bef7d7834c
}}{{SectionThirdPartyItem
|ThirdPartyItem=17ed8d61-7149-43bb-8f0e-199f7d206ec8
}}{{SectionThirdPartyItem
|ThirdPartyItem=f1d380bf-42b1-4b67-9d27-d574bad90c86
}}{{SectionThirdPartyItem
|ThirdPartyItem=3e732261-b78e-4921-b6a6-08ee0a322ca1
|Variation=No
}}{{SectionThirdPartyItem
|ThirdPartyItem=9196f7d6-6782-467f-a664-627a2c293000
|Variation=No
}}
|StorageStatus=No
|StorageText=AI Connector uses PostgreSQL and Redis to store all data.

<br />
|NetworkStatus=No
|NetworkText=For general network requirements, review the information on the suite-level {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ConfigNetwork}} page.
|BrowserStatus=Yes
|DependenciesStatus=No
|DependenciesText=AI Connector has dependencies on the following Genesys service:

*Digital Channels

For detailed information about the correct order of services deployment, see {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ContDepOrder}}.
|GDPRStatus=Yes
|PEPageType=bf21dc7c-597d-4bbe-8df2-a2a64bd3f167
}}

PEC-DC/Current/DCPEGuide/OverviewAIConnector

2022-08-17T04:54:06Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=About AI Connector
|Context=Learn about AI Connector and how it works in Genesys Multicloud CX private edition.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=The AI Connector interfaces with third-party natural language processing and virtual agent frameworks to stream audio and chat messages, and then deliver the results to the Genesys agent desktop or bot conversations. It makes the interface available as an HTTP webhook endpoint where voice and digital channels can send interaction events. {{NoteFormat|The term “Athena” is used in some places in this article. It is the simplified name used for the AI Connector application and nodes.|}}
|Status=No
}}{{Section
|sectionHeading=Supported Kubernetes platforms
|alignment=Vertical
|structuredtext=AI Connector is supported on the following cloud platforms

*Google Kubernetes Engine (GKE)
*OpenShift Container Platform (OpenShift)
|Status=No
}}
}}

RN/DigitalChannels/100.0.125.3946

2022-08-17T03:23:11Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-8349, NEXUS-9402, NEXUS-9451)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-16
|MixedModeReleaseDate=2022-08-16
|Highlight=Digital Channels now supports reporting of attached user data for public social interactions.
}}
{{Issue
|TicketNumber=NEXUS-9451
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Digital Channels now supports the data reporting of public social interactions (Facebook public and Twitter Public messages). Previously, only private messages on Facebook and Twitter were supported.
|LocalContent=Digital Channels now supports the reporting of attached user data for public social interactions (for Facebook and Twitter). Previously, only private messages on Facebook and Twitter were supported.
}}
{{Issue
|TicketNumber=NEXUS-8349
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=\[KNOWN ISSUE]:When an agent downloads an attachment from a Twitter or Facebook message, the file name might contain caption text and have no file extension.*Workaround:* The agent can rename the attachment file and add the appropriate file extension using one of the supported file types: *.jpg, *.png, *.gif.\[Resolved Issue]Attachments in Twitter or Facebook messages are now downloaded with the complete file names and extensions. Previously, the file name might contain caption text and had no file extension.
|LocalContent=Attachments in Twitter and Facebook messages are now downloaded with the complete file names and extensions. Previously, the file names contained caption text and had no extension.
}}
{{Issue
|TicketNumber=NEXUS-9305
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=The Nexus AI Connector now considers the Google Dialogflow CX DTMF settings.
}}
{{Issue
|TicketNumber=NEXUS-9484
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Agents can now click an image in a chat interaction to expand it. Previously, when the agent had multiple interactions, the images were not expanded.
}}
{{Issue
|TicketNumber=NEXUS-9110
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent='''Limitation:''' Chat interactions do not support Standard Responses consisting of HTML tags or a combination of HTML and plain texts. In chat interactions, use plain text in Standard Responses.
}}

RN/DigitalChannels/100.0.122.2868

2022-08-11T04:29:04Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=id in (NEXUS-8616,NEXUS-8612,NEXUS-8614)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-07-11
|MixedModeReleaseDate=2022-07-11
|Highlight=Rich messaging is now supported in Standard Responses.
}}
{{Issue
|TicketNumber=NEXUS-8290
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Rich messaging is now supported in Standard Responses for agents to use in replies. Agents can send rich media elements created using Quick Reply, Carousel, and Generic templates to customers through the chat widget.
}}
{{Issue
|TicketNumber=NEXUS-9683
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=The preview of standard responses with rich messaging content is only displayed after it is inserted into the chat.
}}

PEC-DC/Current/DCPEGuide

2022-08-10T18:16:18Z

Balaji: Published

{{MintyDocsManual
|version=Current
|manual=Deployment
|defaultform=Form:Article
|alternateforms=Form:ArticleUnstructured, Form:TaskSummary, Form:ArticlePEServiceMetrics, Form:ArticlePEServiceObservability, Form:ArticlePEServiceUpgrade
|displayname={{MINTYDOCSPRODUCT}} Private Edition Guide
|topicslist=* -Overview
** Overview
** Architecture
** HADR
* -Configure and deploy
** Planning
** Configure
** Deploy
* -Upgrade, roll back, or uninstall
** Upgrade
* -Integrate and provision
** ProvisionOverview
** PreConfig
** EnableTenant
** ProvisionAPI
** ProvisionSMS
** ProvisionEmail
* -Configure and deploy AI Connector
** OverviewAIConnector
** PlanningAIConnector
** ConfigureAIConnector
** DeployAIConnector
** ProvisionAIConnector
* -Observability
** Observability
** DCMetrics
|Auto=Crafted summary table
|DisplayName=Test
|Context=Find links to all the topics in this guide.
|Description=Digital Channels is a service available with the Genesys Multicloud CX private edition offering.
|TSSection={{TSSection
|sectionheading=Overview
|description=Learn more about Digital Channels, its architecture, and how to support high availability and disaster recovery.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Overview}}
*{{Link-SomewhereInThisVersion|topic=Architecture}}
*{{Link-SomewhereInThisVersion|topic=HADR}}
}}{{TSSection
|sectionheading=Configure and deploy
|description=Find out how to configure and deploy Digital Channels.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Planning}}
*{{Link-SomewhereInThisVersion|topic=Configure}}
*{{Link-SomewhereInThisVersion|topic=Deploy}}
*{{Link-SomewhereInThisVersion|topic=Upgrade}}
}}{{TSSection
|sectionheading=Integrate and provision
|description=Learn how to integrate with the tenant and provision API keys and SMS.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionOverview}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=PreConfig}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=EnableTenant}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionAPI}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS}}
*{{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|topic=ProvisionEmail}}
}}{{TSSection
|sectionheading=Upgrade, roll back, or uninstall
|description=Find out how to upgrade, roll back, or uninstall IWD.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Upgrade}}
}}{{TSSection
|sectionheading=Configure and deploy AI Connector
|description=Find out how to configure and deploy AI Connector.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=OverviewAIConnector}}
*{{Link-SomewhereInThisVersion|topic=PlanningAIConnector}}
*{{Link-SomewhereInThisVersion|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|topic=DeployAIConnector}}
*{{Link-SomewhereInThisVersion|topic=ProvisionAIConnector}}
}}{{TSSection
|sectionheading=Observability
|description=Learn how to monitor Digital Channels with metrics and logging.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=Observability}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=DCMetrics}}
}}
|product=Draft:PrivateEdition
|pagination=no
|ServiceId=9e7aa6a5-e8c6-4d8c-816f-4790127eabe7
|inherit=no
}}

RN/DigitalChannels/100.0.124.3419

2022-08-10T17:51:46Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9449 ,NEXUS-9451)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff, 8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-08-03
|PrivateEditionReleaseDate=2022-08-10
|MixedModeReleaseDate=2022-08-03
|Highlight=Administrators can now configure options in the '''Digital Channels Admin''' UI.

'''AI Connector''' is available for select customers in Genesys Multicloud CX private edition.<br />
|Containers=*athena:100.0.124.3419
*athena-100.0.1243419.tgz
}}
{{Issue
|TicketNumber=NEXUS-8615
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now configure Digital Channels options using a new user interface '''Digital Channels Admin''' available on the Genesys Portal page. Contact Genesys to enable this feature.
<br />In Digital Channels Admin, you can access the following functions:

*Standard Responses and category authoring.
*Privacy rules management for all incoming messages such as chat, SMS, WhatsApp, Facebook (private and public messages), Twitter (private and public messages), email, and work items.
*Digital Channels tenant configuration (tenant settings).
*AI integrations.
*Outbound SMS keywords. <br />
}}
{{Issue
|TicketNumber=NEXUS-9449
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now set a list of supported languages and a default language for identifying and categorizing incoming messages in multiple languages. Setting this list removes inaccurate or irrelevant language tagging in digital interactions.
}}
{{Issue
|TicketNumber=NEXUS-9099
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Markdown format is now supported in:

*'''Standard Responses'''.
*'''Communication''' and '''Conversation''' tabs.
*Chat transcripts where agents can now view and send markdown formatted chat messages. Markdown format can be enabled in Genesys Widgets.

(NEXUS-9296) (NEXUS-9133)
|SupportingDocumentation={{Link-AnywhereElse|product=WID|version=Current|manual=Developer|topic=GWCDeployment}}
}}
{{Issue
|TicketNumber=NEXUS-9579
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=The '''Digital Channels Admin''' UI does not restrict the user's access to the Standard Response, Field Codes, Field Values, and PII screens.
}}
{{Issue
|IssueCategoryId=a8930ebb-8e46-4ecd-993f-cdd2d61bc400
|LocalContent=Starting with this release, AI Connector is available for select customers in Genesys Multicloud CX private edition, as part of the Beta Program. Deployments on OpenShift Container Platform (OpenShift) and Google Kubernetes Engine (GKE) are supported.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|topic=OverviewAIConnector}}
}}

PEC-DC/Current/DCPEGuide/ProvisionAIConnector

2022-08-10T17:49:51Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Provisioning overview
|Context=Learn about the steps involved in provisioning Digital Channels AI Connector.
|ComingSoon=No
|Section={{Section
|sectionHeading=Provisioning AI Connector Webhook to Digital Channels
|alignment=Vertical
|structuredtext=To receive and analyse chat messages, AI Connector functions as a webhook for Digital Channels interactions. Since Digital Channels is unaware of where AI Connector is available, register AI Connector with Digital Channels. The process takes two parts such as

#{{Link-SomewhereInThisVersion|anchor=Verify|display text=Verify AI Connector Webhook|manual=DCPEGuide|topic=ProvisionAIConnector}}
#{{Link-SomewhereInThisVersion|anchor=Register|display text=Registering Webhook to Digital Channels|manual=DCPEGuide|topic=ProvisionAIConnector}}

{{AnchorDiv|Verify}}
===Verifying AI Connector Webhook===
AI Connector webhook is deployed at <code>'''${CONF.athena.server.apiPrefix}/agent-assist-chat/messages'''</code>

Verifying the webhook returns the HTTP status code as '''200''' with status '''''PAYLOAD_SIGNATURE_CHECK_FAILLED'''''

{{AnchorDiv|Register}}
===Registering Webhook to Digital Channels===

The webhook target name for Digital Channels is '''ai-connector'''

It is a one-time process (per contact center) required to ensure that the AI Connector webhook URL is known and trusted to Digital Channels service. You can send request with admin-level access credentials to Digital Channels for registering the AI Connector webhook.

Request:
<syntaxhighlight lang="json">
curl --request POST 'https://{nexusUrl}/nexus/v3/provisioning/services/{ccid}/WebhookTransportTarget-ai-connector' \
--header 'Authorization: Bearer {accessToken}' \
--header 'Content-Type: application/json' \
--data '{
"url": "{AI Connector webhook URL}"
}'</syntaxhighlight>

<br />
|Status=No
}}
}}

PEC-DC/Current/DCPEGuide/DeployAIConnector

2022-08-10T17:49:34Z

Balaji: Published

{{ArticlePEServiceDeploy
|ServiceId=AI Connector
|IncludeAssumptions=Yes
|Section={{Section
|sectionHeading=Deploy AI Connector
|alignment=Vertical
|structuredtext={{NoteFormat|Make sure to review {{Link-SomewhereInThisVersion|topic=PlanningAIConnector}} for the full list of prerequisites required to deploy Digital Channels AI Connector.|}}
|Status=No
}}{{Section
|sectionHeading=Prepare your environment
|anchor=prepare
|alignment=Vertical
|structuredtext=To prepare your environment for the deployment, complete the steps in this section for either OpenShift or Google Kubernetes Engine (GKE).
===OpenShift===
Log in to the OpenShift cluster from the host where you will run the deployment:<syntaxhighlight>
oc login --token <token> --server <url of api server>
</syntaxhighlight>First confirm the cluster is running:<syntaxhighlight>

oc get clusterversion
</syntaxhighlight>Create a new project for Digital Channels:<syntaxhighlight>
oc new-project athena
</syntaxhighlight>
===GKE===
Log in to the GKE cluster from the host where you will run the deployment:<syntaxhighlight>
gcloud container clusters get-credentials <cluster>
</syntaxhighlight>Create a JSON file called '''create-nexus-namespace.json''' with the following content:<syntaxhighlight>
{
"apiVersion": "v1",
"kind": "Namespace",
"metadata": {
"name": "athena",
"labels": {
"name": "athena"
}
}
}
</syntaxhighlight>Use the JSON file to create a new namespace for Digital Channels AI Connector:<syntaxhighlight>
kubectl apply -f apply create-athena-namespace.json
</syntaxhighlight>Now confirm the namespace was created:<syntaxhighlight>
kubectl describe namespace athena
</syntaxhighlight>{{AnchorDiv|secret}}
===Configure a secret to access JFrog===
If you haven't done so already, create a secret for accessing the JFrog registry:<source lang="text">kubectl create secret docker-registry <credential-name> --docker-server=<docker repo> --docker-username=<jfrog_username> --docker-password=<API_key_from_jfrog></source>For OpenShift deployments, map the secret to the default service account (this is an optional step):<source lang="text">oc secrets link default <credential-name> --for=pull</source>
|Status=No
}}{{Section
|sectionHeading=Deploy
|anchor=deploy
|alignment=Vertical
|structuredtext=To deploy AI Connector, you'll need the Helm package and override files you {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=Planning|anchor=Helm|display text=downloaded in a previous step}}. Copy '''values.yaml''' and the Helm package ('''athena-<version>.tgz''') to the installation location.

You must override the following key sections in '''values.yaml:'''

*{{Link-SomewhereInThisVersion|anchor=imageAIConnector|display text=image.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=athenanexusAIConnector|display text=athena.nexus.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=athenaredisAIConnector|display text=athena.redis.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=athenadbAIConnector|display text=athena.db.*|manual=DCPEGuide|topic=ConfigureAIConnector}}
*{{Link-SomewhereInThisVersion|anchor=ingressAIConnector|display text=ingress.*|manual=DCPEGuide|topic=ConfigureAIConnector}}

Here's an example of how your '''values.yaml''' file might look:<syntaxhighlight>
# Default values for athena.
# This is a YAML-formatted file.
# Declare variables to be passed into your templates.

version: "100.0.124.3419" # AI Connector Version

nameOverride: ""

fullnameOverride: ""

replicaCount: 1

image:
registry: "pureengage-docker-staging.jfrog.io"
repository: nexus/athena
pullPolicy: IfNotPresent
pullSecrets:
- name: <pullsecret>

serviceAccount:
create: false
name: ""
annotations: {}

podAnnotations: {}

podLabels: {}

podSecurityContext:
runAsNonRoot: true
runAsUser: 500
runAsGroup: 500
fsGroup: 500

securityContext: {}

configChecksum: true

secretChecksum: true

containerPort: 4084

service:
enabled: true
type: ClusterIP
annotations: {}
port: 80

ingress:
enabled: false
annotations: {}
hosts:
- host: athena.local
paths: []
tls: []
# - secretName: athena-tls-secret
# hosts:
# - athena.local

resources: {}
# limits:
# cpu: 100m
# memory: 128Mi
# requests:
# cpu: 100m
# memory: 128Mi

nodeSelector: {}

tolerations: []

affinity: {}

priorityClassName: ""

dnsPolicy: ClusterFirst

dnsConfig:
options:
- name: ndots
value: "3"

monitoring:
enabled: false

athena:
server:
apiPrefix: "/nexus/v3"
nexus:
url: "<nexus-url>"
apiPrefix: "/nexus/v3"
apiKey: "<cluster-api-key>"
timeout: 10000
db:
host: "<postgres-host>"
port: 5432
user: "<user>"
password: "<password>"
database: "<dbname>"
ssl: false
redis:
nodes: "redis://<redis-host>:6379"
password: "<password>"
cluster: true
tls: false
google:
speechApiKey: ""
</syntaxhighlight>

Run the following command to install AI Connector:<syntaxhighlight>
helm upgrade --install <deployment-name> <helm-repo>/athena-<version>.tgz -f values.yaml
</syntaxhighlight>
|Status=No
}}{{Section
|sectionHeading=Validate the deployment
|anchor=validate
|alignment=Vertical
|structuredtext=To validate the deployment, first run the following code snippet
kubectl port-forward service/athena <port>:80

and then send GET request on the following URL

$athenaURL/health/detail

Where '''$athenaURL''' is the fully qualified domain name (FQDN) for AI Connector.

The response should look like this:<syntaxhighlight>
{
"buildInfo": {
"version": "100.0.001.97446",
"changeset": "565f432fa8f4555276b55e8237cebcfb201b986e",
"timestamp": "Mon Jan 17 10:21:22 UTC 2022"
},
"startTime": "2022-03-17T13:15:22.873Z",
"upTime": 49338032,
"os": {
"hostname": "athena-6bb9c5c68f-bz449",
"upTime": 52366.39,
"freemem": 1316397056,
"loadavg": [0.35, 0.37, 0.63],
"totalmem": 4124729344
},
"memoryUsage": {
"rss": 178757632,
"heapTotal": 83382272,
"heapUsed": 80987072,
"external": 1890524,
"arrayBuffers": 126610
},
"redis": {
"state": "READY",
"latency": 5
},
"db": {
"latency": 202
},
"isReady": true
}
</syntaxhighlight>The deployment was successful if <code>state="green"</code>. You can also confirm that <code>db.ready=true</code> and <code>redis.ready=true</code>.

==Uninstall==
Execute the following command to uninstall AI Connector:

helm delete <deployment-name> -n <namespace>
|Status=No
}}{{Section
|sectionHeading=Next steps
|anchor=next
|alignment=Vertical
|structuredtext=Complete the steps in {{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|topic=ProvisionAIConnector}} to finish deploying AI Connector.

<br />
|Status=No
}}
|PEPageType=45d1441f-dc69-4a17-bd47-af5d811ce167
}}

PEC-DC/Current/DCPEGuide/ConfigureAIConnector

2022-08-10T17:49:10Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Configure AI Connector
|Context=Complete the steps on this page to configure your AI Connector deployment.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|Status=No
}}{{Section
|sectionHeading=Override Helm chart values
|anchor=override
|alignment=Vertical
|structuredtext=You can specify parameters for the deployment by overriding Helm chart values in the '''values.yaml''' file. See the '''Parameters''' table for a full list of overridable values.

For more information about how to override Helm chart values, see {{SuiteLevelLink|helmoverride}}.

If you want to use arbitrary UIDs in your OpenShift deployment, you must override the '''securityContext''' settings in the '''values.yaml''' file, so that no user or group IDs are specified. For details, see {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ConfigureAIConnector|anchor=security|display text=Configure security}} below.
{{{!}} class="wikitable"
{{!}}+Parameters
!Parameter
!Description
!Valid values
!Default
{{!}}-
{{!}}version
{{!}}The AI Connector version.
{{!}}A valid release version
{{!}}nil
{{!}}-
{{!}}nameOverride
{{!}}A string to partially override the athena.fullname template. This string is prepended to the release name.
{{!}}String
{{!}}nil
{{!}}-
{{!}}fullnameOverride
{{!}}A string to fully override the athena.fullname template.
{{!}}String
{{!}}nil
{{!}}-
{{!}}{{AnchorDiv|imageAIConnector}}
image.registry
{{!}}The AI Connector image registry.
{{!}}A valid registry URL
{{!}}nil
{{!}}-
{{!}}image.repository
{{!}}The AI Connector image name.
{{!}}A valid image name
{{!}}nexus/athena
{{!}}-
{{!}}image.pullPolicy
{{!}}Specifies when Kubernetes pulls images from the registry on start up.
{{!}}IfNotPresent or Always
{{!}}IfNotPresent
{{!}}-
{{!}}image.pullSecrets
{{!}}An array of docker-registry secret names.
{{!}}An array of secret names
{{!}}[] (does not add image pull secrets to deployed pods)
{{!}}-
{{!}}serviceAccount.create
{{!}}Specifies whether a service account should be created.
{{!}}false or true
{{!}}false
{{!}}-
{{!}}serviceAccount.name
{{!}}The name of the service account to use. If not set and create is true, a name is generated using the fullname template.
{{!}}String
{{!}}""
{{!}}-
{{!}}serviceAccount.annotations
{{!}}Annotations to add to the service account.
{{!}}A valid set of labels as "name: value"
{{!}}{}
{{!}}-
{{!}}podAnnotations
{{!}}Custom annotations for each pod.
{{!}}A valid set of labels as "name: value"
{{!}}{}
{{!}}-
{{!}}podSecurityContext.runAsNonRoot
{{!}}Specifies whether the container must run as a non-root user.
{{!}}true or false
{{!}}true
{{!}}-
{{!}}podSecurityContext.runAsUser
{{!}}The user ID to run the entry point of the container process. In OpenShift, if your deployment uses arbitrary UIDs set this value to null.
{{!}}A valid user ID
{{!}}500
{{!}}-
{{!}}podSecurityContext.runAsGroup
{{!}}The group ID to run the entry point of the container process. In OpenShift, if your deployment uses arbitrary UIDs set this value to 0.
{{!}}A valid group ID
{{!}}500
{{!}}-
{{!}}podSecurityContext.fsGroup
{{!}}A supplemental group ID that applies to all containers in a pod. In OpenShift, if your deployment uses arbitrary UIDs set this value to null.
{{!}}A valid group ID
{{!}}500
{{!}}-
{{!}}configChecksum
{{!}}Adds SHA-256 checksum of the ConfigMap to the Deployment annotations.
{{!}}true of false
{{!}}true
{{!}}-
{{!}}secretChecksum
{{!}}Adds SHA-256 checksum of the Secret to the Deployment annotations.
{{!}}true or false
{{!}}true
{{!}}-
{{!}}containerPort
{{!}}TCP port the service is listening on.
{{!}}A valid port
{{!}}4084
{{!}}-
{{!}}service.enabled
{{!}}Enables the Kubernetes service.
{{!}}true or false
{{!}}true
{{!}}-
{{!}}service.type
{{!}}The Kubernetes service type.
{{!}}See the [https://kubernetes.io/docs/concepts/services-networking/service/#publishing-services-service-types Kubernetes documentation] for details.
{{!}}ClusterIP
{{!}}-
{{!}}service.annotations
{{!}}The service annotations.
{{!}}A valid set of annotations as "name: value"
{{!}}{}
{{!}}-
{{!}}service.port
{{!}}The Kubernetes service HTTP port.
{{!}}A valid port
{{!}}80
{{!}}-
{{!}}{{AnchorDiv|ingressAIConnector}}
ingress.enabled
{{!}}Enables the ingress controller resource.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}ingress.annotations
{{!}}The ingress annotations.
{{!}}A valid set of annotations as "name: value"
{{!}}[]
{{!}}-
{{!}}ingress.hosts[0].host
{{!}}The hostname of your AI Connector installation.
{{!}}A valid hostname
{{!}}athena.local
{{!}}-
{{!}}ingress.hosts[0].paths
{{!}} colspan="1" rowspan="1"{{!}}The paths (within the URL structure) to your AI Connector.
{{!}}A valid list of paths
{{!}}[]
{{!}}-
{{!}}ingress.tls[0].secretName
{{!}}Kubernetes secret name with server.crt certificate and server.key private key file (Only required if you want to configure TLS for ingress resources).
{{!}}A valide name
{{!}}nil
{{!}}-
{{!}}ingress.tls[0].hosts
{{!}}The hostname used to generate cert that matches the TLS certificate (Only required if you want to configure TLS for ingress resources).
{{!}}A valid hostname
{{!}}nil
{{!}}-
{{!}}resources
{{!}}The requests and limits for CPU and memory usage in Kubernetes. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}nodeSelector
{{!}}The labels Kubernetes uses to assign pods to nodes. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}tolerations
{{!}}The tolerations Kubernetes uses for advanced pod scheduling. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}affinity
{{!}}Specifies the affinity and anti-affinity for Digital Channels pods. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}Object
{{!}}{}
{{!}}-
{{!}}priorityClassName
{{!}}The class name Kubernetes uses to determine the priority of a pod relative to other pods. See the [https://kubernetes.io/docs/concepts/configuration/manage-resources-containers/ Kubernetes documentation] for details.
{{!}}A valid priority class name
{{!}}""
{{!}}-
{{!}}monitoring.enabled
{{!}}Specifies whether to deploy Custom Resource Definitions (CRD) for ServiceMonitors to determine which services should be monitored.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}athena.server.apiPrefix
{{!}}The prefix for all API endpoints exposed by the service.
{{!}}String or comma-separated list of strings
{{!}}/athena/v1,/nexus/v3
{{!}}-
{{!}}{{AnchorDiv|athenanexusAIConnector}}
athena.nexus.url
{{!}}The Nexus service URL.
{{!}}A valid URL
{{!}}<nowiki>http://nexus-production.nexus.svc.cluster.local</nowiki>
{{!}}-
{{!}}athena.nexus.apiPrefix
{{!}}The prefix of Nexus API endpoints.
{{!}}String
{{!}}/nexus/v3
{{!}}-
{{!}}athena.nexus.apiKey
{{!}}A Nexus API key used by AI Connector to fetch tenant settings and services from Nexus. See the [https://all.docs.genesys.com/PEC-DC/Current/DCPEGuide/ProvisionAPI Digital Channels documentation] for details.
{{!}}A valid cluster Nexus API key with permissions "nexus:cluster:*" assigned
{{!}}""
{{!}}-
{{!}}athena.nexus.timeout
{{!}}Timeout for requests to Nexus (access tokens validation, configuration retrieval).
{{!}}Integer
{{!}}10000
{{!}}-
{{!}}{{AnchorDiv|athenadbAIConnector}}
athena.db.host
{{!}}The Postgres service URL.
{{!}}A valid URL
{{!}}postgres
{{!}}-
{{!}}athena.db.port
{{!}}The Postgres service port.
{{!}}A valid port
{{!}}5432
{{!}}-
{{!}}athena.db.user
{{!}}The user assigned for the AI Connector application to access Postgres.
{{!}}A valid user
{{!}}nexus
{{!}}-
{{!}}athena.db.password
{{!}}The password assigned for the AI Connector application to access Postgres.
{{!}}A valid password
{{!}}""
{{!}}-
{{!}}athena.db.database
{{!}}The database for the AI Connector application to use in Postgres.
{{!}}A valid database
{{!}}nexus
{{!}}-
{{!}}athena.db.ssl
{{!}}Use secured connection to Postgres.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}
{{AnchorDiv|athenaredisAIConnector}}
athena.redis.nodes
{{!}}A comma-separated list of Redis nodes to connect.
{{!}}A valid URL
{{!}}<nowiki>redis://redis:6379</nowiki>
{{!}}-
{{!}}athena.redis.password
{{!}}The password for Redis authentication.
{{!}}A valid password
{{!}}""
{{!}}-
{{!}}athena.redis.cluster
{{!}}Specifies whether to deploy Redis as a cluster.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}athena.redis.tls
{{!}}Specifies whether to use TLS on the Redis connection.
{{!}}true or false
{{!}}false
{{!}}-
{{!}}athena.google.speechApiKey
{{!}} colspan="1" rowspan="1"{{!}}API key for Google speech recognition API used to transcribe speech to text for bot providers that do not natively support voice input (LUIS, DialogEngine), not needed for Dialogflow ES, CX and Lex.
{{!}}A valid Google speech recognition API key
{{!}}""
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Configure security
|anchor=security
|alignment=Vertical
|structuredtext=To learn more about how security is configured for private edition, be sure to read {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=Prerequisites|display text=Permissions}} and {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ConfigSecurity}}.

The security context settings define the privilege and access control settings for pods and containers.

By default, the user and group IDs are set in the '''values.yaml''' file as <code>500:500:500</code>, meaning the '''genesys''' user.<syntaxhighlight>
podSecurityContext:
runAsUser: 500
runAsGroup: 500
fsGroup: 500
runAsNonRoot: true
</syntaxhighlight>
===Arbitrary UIDs in OpenShift===
If you want to use arbitrary UIDs in your OpenShift deployment, you must override the '''securityContext''' settings in the '''values.yaml''' file, so that you do not define any specific IDs.<syntaxhighlight>
podSecurityContext:
runAsUser: null
runAsGroup: 0
fsGroup: null
runAsNonRoot: true
</syntaxhighlight>For details about these parameters and possible values, see '''podSecurityContext.*''' in the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ConfigureAIConnector|anchor=override|display text=Parameters}} table above.

<br />
|Status=No
}}
}}

PEC-DC/Current/DCPEGuide/PlanningAIConnector

2022-08-10T17:48:53Z

Balaji: Published

{{PEPrerequisites
|DisplayName=Before you begin
|Context=Find out what to do before deploying AI Connector.
|ServiceId=9e7aa6a5-e8c6-4d8c-816f-4790127eabe7
|IncludedServiceId=AI Connector
|LimitationsStatus=No
|LimitationsText=AI Connector for private edition has the following limitations:

*Supports only a single-region model of deployment.
|HelmStatus=No
|HelmText=AI Connector in Genesys Multicloud CX private edition includes the following containers:

*athena

The service also includes a Helm chart, which you must deploy to install all the containers for AI Connector:

*athena

See {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=Digital_ChannelsHelm}} for the Helm chart version you must download for your release.

To download the Helm chart, navigate to the '''athena''' folder in the JFrog repository. For information about how to download the Helm charts, see {{SuiteLevelLink|helmchart}}.

<br />
|ThirdPartyStatus=No
|ThirdPartyText=Install the prerequisite dependencies listed in the '''Third-party services''' table before you deploy AI Connector.
|SectionThirdPartyItem={{SectionThirdPartyItem
|ThirdPartyItem=3aee73ed-68e0-4c70-8693-2421c68b86cd
|Notes=AI Connector supports Redis deployed in either cluster (TLS) or non-cluster (non-TLS) mode.
}}{{SectionThirdPartyItem
|ThirdPartyItem=1a407778-58fe-4acd-8ca7-5af8eac31283
|Notes=No support for enforced SSL.
}}{{SectionThirdPartyItem
|ThirdPartyItem=bc90a902-fc45-4546-b05b-bba8f567dba2
}}{{SectionThirdPartyItem
|ThirdPartyItem=0ce020f7-57d0-430e-bd82-27bef7d7834c
}}{{SectionThirdPartyItem
|ThirdPartyItem=17ed8d61-7149-43bb-8f0e-199f7d206ec8
}}{{SectionThirdPartyItem
|ThirdPartyItem=f1d380bf-42b1-4b67-9d27-d574bad90c86
}}{{SectionThirdPartyItem
|ThirdPartyItem=3e732261-b78e-4921-b6a6-08ee0a322ca1
|Variation=No
}}{{SectionThirdPartyItem
|ThirdPartyItem=9196f7d6-6782-467f-a664-627a2c293000
|Variation=No
}}
|StorageStatus=No
|StorageText=AI Connector uses PostgreSQL and Redis to store all data.

<br />
|NetworkStatus=No
|NetworkText=For general network requirements, review the information on the suite-level {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ConfigNetwork}} page.
|BrowserStatus=Yes
|DependenciesStatus=No
|DependenciesText=AI Connector has dependencies on the following Genesys services:

*Digital Channels

For detailed information about the correct order of services deployment, see {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ContDepOrder}}.
|GDPRStatus=Yes
|PEPageType=bf21dc7c-597d-4bbe-8df2-a2a64bd3f167
}}

PEC-DC/Current/DCPEGuide/OverviewAIConnector

2022-08-10T17:48:24Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=About AI Connector
|Context=Learn about AI Connector and how it works in Genesys Multicloud CX private edition.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=The AI Connector interfaces with third-party natural language processing and virtual agent frameworks to stream audio and chat messages, then deliver the results to the Genesys agent desktop or bot conversations. It makes the interface available as an HTTP webhook endpoint where voice and digital channels can send interaction events. {{NoteFormat|The term “Athena” is used in some places in this article. It is the simplified name used for the AI Connector application and nodes.|}}
|Status=No
}}{{Section
|sectionHeading=Supported Kubernetes platforms
|alignment=Vertical
|structuredtext=AI Connector is supported on the following cloud platforms

*Google Kubernetes Engine (GKE)
*OpenShift Container Platform (OpenShift)
|Status=No
}}
}}

PEC-DC/Current/DCPEGuide/ProvisionOverview

2022-08-08T05:58:09Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Provisioning overview
|Context=Learn about the steps involved in provisioning Digital Channels.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=After you {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=Configure|display text=configure}} and {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=Deploy|display text=deploy}} Digital Channels, you must complete a number of provisioning steps to enable Digital Channels to work with other Genesys services.

#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=PreConfig}}
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=EnableTenant}}
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionAPI}}
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS}} (optional)
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail}} (optional)
|Status=No
}}{{Section
|sectionHeading=Auto tenant provisioning
|anchor=auto
|alignment=Vertical
|structuredtext=As an alternative to steps 1 and 2 in the previous list, you can auto provision your tenant by following the instructions below.

To auto provision your tenant, {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=EnableTenant|anchor=gws|display text=Add GWS to the list of available GWS services for Nexus}} and then {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=EnableTenant|anchor=authtoken|display text=Get the authentication token}}.

Next, create a Kubernetes secret with the tenant credentials:<syntaxhighlight>
kind: Secret
apiVersion: v1
metadata:
name: nexus-new-tenant-credentials
namespace: nexus
type: Opaque
stringData:
credentials: |
{
"cmeUser": "default",
"cmePassword": "password",
"gwsClientId": "external_api_client",
"gwsSecret": "secret"
}
</syntaxhighlight>Create a provisioning pod using the following template. Name the file '''nexus-provisioning.yaml'''. <syntaxhighlight>
apiVersion: v1
kind: Pod
metadata:
name: nexus-provisioning
labels:
service: nexus
servicename: tenant-provisioning
spec:
containers:
- env:
- name: NEXUS_PROVISION_PARAMS
value: |-
{
"debug": true,
"cme": {
"folderForObjects": "t100", ----> Short Tenant ID
"host1": "tenant-9350e2fc-a1dd-4c65-8d40-1f75a2e080dd.voice", --> CCID should be replaced with tenant CCID
"host2": "tenant-9350e2fc-a1dd-4c65-8d40-1f75a2e080dd.voice" --> CCID should be replaced with tenant CCID
},
"gws": {
"client_id": "nexus_client", --> GWS nexus client that created in previous step
"client_secret": "nexus_client", --> GWS nexus client secret that used in previous step
"extUrl": "https://gws.<yourcluster>",
"intUrl": "http://gws-service-proxy.gws",
"authUrl": "https://gws.<yourcluster>",
"envUrl": "https://gws.<yourcluster>"
},
"ucs": {
"url": "http://ucsx.ucsx:8080"
},
"nexus": {
"region": "USW1",
"url": "http://nexus.nexus",
"urlFromEsv": "http://nexus.nexus"
},
"platform": "Azure",
"tenant": {
"allRegions": ["westus2"],
"ccid": "9350e2fc-a1dd-4c65-8d40-1f75a2e080dd",
"id": "100",
"name": "t100",
"region": "USW1"
}
}
- name: ENVIRONMENT_TYPE
value: azure
image: pureengage-docker-staging.jfrog.io/nexus/tenant_deployment:<tenant_deployment_version>
imagePullPolicy: Always
name: tenant-deployment
resources: {}
terminationMessagePath: /dev/termination-log
terminationMessagePolicy: File
volumeMounts:
- mountPath: /tenant
name: credentials
readOnly: true
dnsPolicy: ClusterFirst
restartPolicy: Never
schedulerName: default-scheduler
securityContext: {}
imagePullSecrets:
- name: pullsecret
terminationGracePeriodSeconds: 30
volumes:
- name: credentials
secret:
defaultMode: 440
secretName: nexus-new-tenant-credentials
</syntaxhighlight>In the '''nexus-provisioning.yaml''' file, make sure to update the commented fields with values appropriate for your deployment. Execute the following command to create the pod:<syntaxhighlight>
kubectl apply -f nexus-provisioning.yaml -n nexus
</syntaxhighlight>You should receive the status "Completed" when the pod is created.
|Status=Yes
}}
}}

RN/DigitalChannels/100.0.124.3419

2022-08-03T11:29:46Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9449 ,NEXUS-9451)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-03
|MixedModeReleaseDate=2022-08-03
|Highlight=Administrators can now configure options in the '''Digital Channels Admin''' UI.<br />
}}
{{Issue
|TicketNumber=NEXUS-8615
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now configure Digital Channels options using a new user interface '''Digital Channels Admin''' available on the Genesys Portal page. Contact Genesys to enable this feature.
<br />In Digital Channels Admin, you can access the following functions:

*Standard Responses and category authoring.
*Privacy rules management for all incoming messages such as chat, SMS, WhatsApp, Facebook (private and public messages), Twitter (private and public messages), email, and work items.
*Digital Channels tenant configuration (tenant settings).
*AI integrations.
*Outbound SMS keywords. <br />
}}
{{Issue
|TicketNumber=NEXUS-9449
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now set a list of supported languages and a default language for identifying and categorizing incoming messages in multiple languages. Setting this list removes inaccurate or irrelevant language tagging in digital interactions.
}}
{{Issue
|TicketNumber=NEXUS-9099
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Markdown format is now supported in:

*'''Standard Responses'''.
*'''Communication''' and '''Conversation''' tabs.
*Chat transcripts where agents can now view and send markdown formatted chat messages. Markdown format can be enabled in Genesys Widgets.

(NEXUS-9296) (NEXUS-9133)
|SupportingDocumentation={{Link-AnywhereElse|product=WID|version=Current|manual=Developer|topic=GWCDeployment}}
}}
{{Issue
|TicketNumber=NEXUS-9579
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=The '''Digital Channels Admin''' UI does not restrict the user's access to the Standard Response, Field Codes, Field Values, and PII screens.
}}

RN/DigitalChannels/100.0.124.3419

2022-08-03T11:01:26Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9449 ,NEXUS-9451)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-08-03
|MixedModeReleaseDate=2022-08-03
|Highlight=Administrators can now configure options in the '''Digital Channels Admin''' UI.<br />
}}
{{Issue
|TicketNumber=NEXUS-8615
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now configure Digital Channels options using a new user interface '''Digital Channels Admin''' available on the Genesys Portal page. Contact Genesys to enable this feature.
<br />In Digital Channels Admin, you can access the following functions:

*Standard Responses and category authoring.
*Privacy rules management for all incoming messages such as chat, SMS, WhatsApp, Facebook (private and public messages), Twitter (private and public messages), email, and work items.
*Digital Channels tenant configuration (tenant settings).
*AI integrations.
*Outbound SMS keywords. <br />
}}
{{Issue
|TicketNumber=NEXUS-9449
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now set a list of supported languages and a default language for identifying and categorizing incoming messages in multiple languages. Setting this list removes inaccurate or irrelevant language tagging in digital interactions.
}}
{{Issue
|TicketNumber=NEXUS-9099
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Markdown format is now supported in:

*'''Standard Responses'''.
*'''Communication''' and '''Conversation''' tabs.
*Chat transcripts where agents can now view and send markdown formatted chat messages. Markdown format can be enabled in Genesys Widgets.

(NEXUS-9296) (NEXUS-9133)
}}
{{Issue
|TicketNumber=NEXUS-9579
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=The '''Digital Channels Admin''' UI does not restrict the user's access to the Standard Response, Field Codes, Field Values, and PII screens.
}}

PEC-DC/Current/DCPEGuide/ProvisionSMS

2022-08-01T05:41:51Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Setting up Integration for Inbound and Outbound SMS
|TocName=Setting up Integration for Inbound and Outbound SMS
|Context=Learn how to enable SMS connectivity for inbound conversations and outbound campaigns.
|ComingSoon=No
|Platform=GenesysEngage-onpremises
|Role=Administrator, Developer
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|“Nexus” is the simplified name we use for the Digital Channels application and APIs, so you’ll see that name referenced in this document.|}}
Genesys Multicloud CX supports SMS interactions using one of these three options: built-in connector to Kaleyra SMS text messaging service, a custom gateway built with a third-party messaging API, or a built-in connector to Genesys Cloud CX SMS aggregation service.[[File:Digitalchannels provision sms diagram.png]]After completing the setup steps on this page, you will be able to:

*Receive SMS messages from your customers on your corporate short code or long code and allow a Designer application or agent to respond to them.
*Send SMS messages in your outbound campaigns through CX Contact.

To get started, complete the configuration steps for '''one''' of the following scenarios:

*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=enableKaleyra|display text=Set up Digital Channels to use Kaleyra SMS}} OR
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=customgateway|display text=Set up Digital Channels to use a Custom Gateway}} OR
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=enableMA|display text=Set up Digital Channels to use Genesys Cloud CX SMS Agreegation}}
|Status=No
}}{{Section
|sectionHeading=Option 1: Set up Digital Channels to use Kaleyra SMS
|anchor=enableKaleyra
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use the built-in connector to Kaleyra.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=KaleyraPrerequisites|display text=prerequisites}} table.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=KaleyraIntegration|display text=create Digital Channels services definition}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=KaleyraPhoneNumbers|display text=Manage and provision sender IDs}}.
{{AnchorDiv|KaleyraPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Company's sender id
{{!}}$tfn
{{!}}string
{{!}}1650466114
{{!}}The sender id can be a short code (5 digits) or a long code (10 digits).
{{!}}-
{{!}}Contact Center Id
{{!}}$ccid
{{!}} colspan="1"{{!}}UUID string<br />
{{!}}45acae06-6b7c-4f97-9c76-471cb5c21bf7
{{!}}This value comes from your Web Services and Applications deployment.
{{!}}-
{{!}}Digital Channels URL
{{!}}$baseURL
{{!}}string
{{!}}<nowiki>http://digital.example.com</nowiki>
{{!}}Publicly available URL for Digital Channels API
{{!}}-
{{!}}Kaleyra API URL
{{!}}$kaleyraURL
{{!}}string
{{!}}<nowiki>http://directtext.mgage.com</nowiki>
{{!}}URL for Kaleyra SMS API.
{{!}}-
{{!}}Kaleyra user name
{{!}}$kaleyraUserName
{{!}}string
{{!}}Secret
{{!}}The username for an account with permission to send SMS.
{{!}}-
{{!}}Kaleyra password
{{!}}$kaleyraPassword
{{!}}string
{{!}}Secret
{{!}}The password for an account with permission to send SMS.
{{!}}}</div>{{AnchorDiv|KaleyraIntegration}}
===Create Digital Channels services definitions===
Enable Digital Channels to use the built-in connector to Kaleyra SMS services (Kaleyra was formerly known as mGage). You must configure the following services in Digital Channels within your tenant:

*SMS - Enables SMS media for the tenant and selects Kaleyra as the default provider.
*mGageSMS - Integrates your Genesys Multicloud CX tenant to Kaleyra for SMS communication.
{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. Note: You must create these services once per tenant.|}}
Create the '''SMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/SMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "N/A",
"data" : { "provider": "mGage" },
"secret": {}
}'
</syntaxhighlight>Create the '''mGageSMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/mGageSMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url": "$kaleyraURL"
"data": { },
"secret": {
"username": "$kaleyraUserName",
"password": "$kaleyraPassword" } }'
</syntaxhighlight>

===Adding sender IDs to Kaleyra===
If you need to add a new short code or text-enabled phone number, contact your Genesys representative to complete this step.{{AnchorDiv|KaleyraPhoneNumbers}}
===Manage and provision sender IDs===
Provision {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=provisionnumbers|display text=sender IDs}} in Digital Channels.
|Status=No
}}{{Section
|sectionHeading=Option 2: Set up Digital Channels to use a Custom Gateway
|anchor=customgateway
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use a custom SMS gateway provider.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=CGPrerequisites|display text=prerequisites}} table.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=CGCustomServices|display text=create Digital Channels services definitions}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=CGcustomphone|display text=Manage and provision sender IDs.}}.
{{AnchorDiv|CGPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable pdf-table-landscape"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Company's sender id
{{!}}$asyncPhoneNumber
{{!}}string
{{!}}16504661149
{{!}}
{{!}}-
{{!}}Third-party Messaging Webhook URL
{{!}}$asyncWebhookURL
{{!}}string
{{!}}<nowiki>https://genesys-webhook.company.com</nowiki>
{{!}}The FQDN of the third-party service implementing the Third-Party Messaging Webhook.
{{!}}-
{{!}}Third-Party Messaging API secret key
{{!}}$asyncAPISignatureKey
{{!}}string
{{!}}Secret
{{!}}The key used by the third-party service to calculate the signature for calls to the Third-Party Messaging API.
{{!}}-
{{!}}Third-Party Messaging Webhook secret key
{{!}}$asyncWebhookSignatureKey
{{!}}string
{{!}}Secret
{{!}}The key used by Digital Channels to calculate the signature for calls to the third-party service through the webhook.
{{!}}}</div>{{AnchorDiv|CGCustomServices}}
===Create Digital Channels services definitions===
In this step, you will enable Digital Channels to use a custom gateway for the SMS provider of your choice. You must configure the following services in Digital Channels within your tenant:

*Async - Integrates the Genesys Multicloud CX tenant to the custom gateway used to communicate with the SMS provider of your choice.
*SMS - Enables SMS media for the tenant and selects the Async provider.
{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. You must create these services once per tenant.|}}Create the '''Async''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/Async \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"data": {
"channels": [
{
"channelId": "$asyncPhoneNumber",
"webhook": { "url": "$asyncWebhookURL" }
},
{
"channelId": "$asyncEmailDomain",
"webhook": { "url": "$asyncWebhookURL" }
}
]
},
"secret": {
"channels": [
{
"channelId": "$asyncPhoneNumber",
"webhook": { "secret": "$asyncWebhookSignatureKey" },
"api": { "secret": "$asyncAPISignatureKey" }
},
{
"channelId": "$asyncEmailDomain",
"webhook": { "secret": "$asyncWebhookSignatureKey" },
"api": { "secret": "$asyncAPISignatureKey" }
}
]
}
}'
</syntaxhighlight>Create the '''SMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/SMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "N/A",
"data" : { "provider": "Async" },
"secret": {}
}'
</syntaxhighlight><br />{{AnchorDiv|CGcustomphone}}
===Manage and provision sender IDs===
If you need to register a new or a existing short code or a text-enabled phone number, contact your Genesys representative to complete this step.

Provision {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=provisionnumbers|display text=sender IDs}} in Digital Channels.{{NoteFormat|An SMS must have a "provider" property equal to "Async" to use the Third-Party Messaging API implementation.|}}
===Add custom HTTP headers===
You can add custom HTTP headers with static values to the webhooks sent by Digital Channels to the third-party messaging aggregator. On the transaction '''NexusServices > [your async provider]''', add a property that starts with the "header:" prefix and set it to your static value. For example, <code>header:custom-header-for-async-1 = 12345</code>. The webhook from Digital Channels will include this property name and value in the header:<source lang="text">
HTTP <\path\>
custom-header-for-async-1: 12345
X-Hub-Signature: <value>
X-B3-TraceId: <value>
Content-Type: application/json

{
"messages": [
{
... RichMedia message ...
}
]
}
</source>
|Status=No
}}{{Section
|sectionHeading=Option 3: Set up Digital Channels to use Genesys Cloud CX SMS Aggregation
|anchor=enableMA
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use Genesys Cloud CX SMS Aggregation as the SMS gateway.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAPrerequisites|display text=prerequisites}} table.
#Contact your Genesys representative to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACloudOrg|display text=create a Genesys Cloud CX organization}} and get administrator user credentials. Your Genesys representative also must add the Genesys SMS Aggregation product to your organization.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACredendials|display text=Create the Digital Channels integration in Genesys Cloud CX}}. This will give you a clientId and clientSecret to authenticate API calls with the Digital Channels provisioning API.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAAPIkey|display text=Create a Digital Channels API key for Genesys Cloud CX}}.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAIntegration|display text=create Digital Channels services definition}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAPhoneNumbers|display text=Manage and provision sender IDs}}.
{{AnchorDiv|GMAPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}GWS tenant Contact Center ID
{{!}}$ccid
{{!}} colspan="1"{{!}}UUID string<br />
{{!}}45acae06-6b7c-4f97-9c76-471cb5c21bf7
{{!}}This value comes from your Web Services and Applications deployment.
{{!}}-
{{!}}Nexus Provider
{{!}}$nexusProvider
{{!}}string
{{!}}Portico
{{!}}This option depends on the provider's value of the service.
Supported values:

- Portico

- Async

- mGage
{{!}}}
{{AnchorDiv|GMACloudOrg}}
===Request a Genesys Cloud CX organization===
Contact your Genesys representative to create a Genesys Cloud CX organization and get administrator user credentials. Your Genesys representative also must add the Genesys SMS Aggregation product to your organization.

Make sure your Genesys representative provides you with the details in the '''Genesys Cloud CX information''' table.
{{{!}} class="wikitable"
{{!}}+Genesys Cloud CX information
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Genesys Cloud CX Organization ID
{{!}}$orgId
{{!}}UUID string
{{!}}47d8329d-1c28-4c86-9374-5596bddfee15
{{!}}Your Genesys Cloud CX organization ID.
{{!}}-
{{!}}Genesys Cloud CX Organization admin user credentials
{{!}}$orgUsername
$orgPassword
{{!}}string
{{!}}admin-user / admin-password
{{!}}The username and password for an account with administrative permissions for this organization.
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud CX Login URL
{{!}}$gcLoginURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}}<nowiki>https://login.mypurecloud.com</nowiki>
{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud CX API URL
{{!}} colspan="1"{{!}}$gcAPIURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}} colspan="1"{{!}}<nowiki>https://api.mypurecloud.com</nowiki>
{{!}} colspan="1"{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
{{!}}}</div>
{{AnchorDiv|GMACredendials}}
===Create the Digital Channels integration in Genesys Cloud CX===
Complete the steps in this section as an [https://help.mypurecloud.com/articles/get-started-administering-genesys-cloud/ administrator user in Genesys Cloud CX] to create the integration client credentials that will be used by Digital Channels to access Genesys Cloud CX APIs to send and receive messages. You're going to create a new role, assign it to your admin user, and create the access credentials.

First, create the new role:

#Navigate to $gcLoginURL (for example, [https://login.mypurecloud.com/ https://login.mypurecloud.com]) and log in to Genesys Cloud CX with your $orgUsername/$orgPassword.
#Go to '''Admin'''.
#Under '''People and Permissions''', click '''Roles/Permissions'''.
#Click '''Add Role''' and give it a name. For example, <code>Nexus Messaging</code>.
#Under '''Permissions''', search for '''messaging''' and select '''messaging > All Permissions''' and '''messagingProvisioning > All Permissions'''. Save your changes.

Next, assign the role to your administrator user:

#Click '''Admin'''.
#Under '''People and Permissions''', click '''People'''.
#Search for your admin user.
#Under '''Roles,''' switch the view to '''All''' and search for the name of your new role (<code>Nexus Messaging</code>). Click to enable the role and then save your changes.
#Log out and log in again to enable the permissions.

Now create access credentials for the Digital Channels integration.

#Click '''Admin'''.
#Under '''Integrations''', click '''OAuth'''.
#Click '''Add Client.'''
#Under '''Client Details''', set '''App Name''' to <code>Nexus Messaging Integration</code> and select the Client Credentials '''Grant Type'''.
#Click '''Roles''' and assign the <code>Nexus Messaging</code> role. Save your changes.
#Go back to '''Client Details''' and copy the values for '''clientId''' and '''clientSecret'''.

<div class="pdf-table-landscape">As the output of this step, you will have the access credentials:
{{{!}} class="wikitable pdf-table-landscape"
!Parameter
!Variable
!Type
!Example
{{!}}-
{{!}} colspan="1"{{!}}Nexus Integration client ID
{{!}}$clientId
{{!}} colspan="1"{{!}}UUID string
{{!}}4da40a9de-b113-4024-8ba9-c9dd89c91f67
{{!}}-
{{!}} colspan="1"{{!}}Nexus Integration client secret
{{!}} colspan="1"{{!}}$clientSecret
{{!}} colspan="1"{{!}}string
{{!}} colspan="1"{{!}}aKSXEgLO57cm6FqxD4hrjkcW-iuWiXhd0uF0WOcZUm2
{{!}}}</div>
{{AnchorDiv|GMAAPIkey}}
===Create a Digital Channels API key for Genesys Cloud CX===
To create an API key that will be used by Genesys Cloud CX to send requests to Digital Channels, follow the steps in {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionAPI|display text=Provision API keys}}. Make sure to use the following parameters:
"tenant": "*"
"name":"Portico Cluster API Key"
<nowiki>"permissions" : ["nexus:cluster:*"]</nowiki>
As an output of this step, you will have the API key:
{{{!}} class="wikitable"
!Parameter
!Variable
!Type
!Example
{{!}}-
{{!}} colspan="1"{{!}}Messaging Cluster API Key
{{!}}$apikey
{{!}} colspan="1"{{!}}UUID string
{{!}}9b7682b7-cbce-422f-9bbb-ecda85e61695
{{!}}}
{{AnchorDiv|GMAIntegration}}
===Create Digital Channels services definitions===
Enable Digital Channels to use Genesys Cloud CX SMS Aggregation as the SMS provider. You must configure the following services in Digital Channels within your tenant:

*PurecloudIDP - Integrates the Genesys Multicloud CX tenant to the Genesys Cloud CX organization.
*SMS - Enables SMS media for the tenant and selects the provider.
*PorticoSMS - Enables the SMS service through Genesys Cloud CX.

{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. Note: You must create these services once per tenant.|}}

Create the '''PurecloudIDP''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/PurecloudIDP \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "$gcLoginURL",
"secret": {"clientId": "$clientId", "clientSecret": "$clientSecret"},
"data" : {}
}'
</syntaxhighlight>Create the '''SMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/SMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "N/A",
"secret": {},
"data" : {"tokenProvider": "Purecloud"}
}'
</syntaxhighlight>Create the '''PorticoSMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/PorticoSMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "$gcAPIURL",
"secret": {},
"data": {}
}'
</syntaxhighlight><br />{{AnchorDiv|GMAPhoneNumbers}}
===Manage provision sender IDs===
You can purchase new SMS numbers or re-use your existing text-enabled numbers.

If you need to register an existing phone number or new short code, contact your Genesys representative to complete this step. Otherwise, follow the steps below to use the Genesys SMS Aggregation API from Genesys Cloud CX to purchase and register toll-free numbers from the pool of available numbers. '''Note:''' Each purchased number will incur additional costs to your account.

====Retrieve the Genesys Cloud CX token====
Any Genesys Cloud CX operation has to include a security token that remains valid for a configured amount of time. When the token expires, you must retrieve it again in order to send new requests.

To retrieve your token, use Basic Authentication where the username is '''$clientId''' and the password is '''$clientSecret'''.<syntaxhighlight lang="text">
curl -X POST \
$gcLoginURL/oauth/token \
-H 'Authorization: Basic YOUR_BASIC_AUTHENTICATION_SECRETS' \
-H 'Content-Type: application/x-www-form-urlencoded' \
-d 'grant_type=client_credentials'
</syntaxhighlight>The response contains:

*'''access_token''' - You must include this in all subsequent requests.
*'''expires_in''' - Indicates how long the token is valid.
*'''token_type''' - Indicates how this token needs to be included in subsequent requests (bearer token).

====List purchased and registered numbers====
Run the following command to list your purchased and registered numbers:<syntaxhighlight lang="text">
curl -X GET \
$gcAPIURL/api/v2/messaging/sms/provisioning/tollfreenumbers/ \
-H 'Authorization: Bearer $access_token'
</syntaxhighlight>

====Search for available toll free-number====
To order a new number, first search for available numbers and then select one of the options.<syntaxhighlight lang="text">
curl -X GET \
$gcAPIURL/api/v2/messaging/sms/provisioning/tollfreenumbers/available \
-H 'Authorization: Bearer $access_token'
</syntaxhighlight>The response contains a few currently available numbers - choose the one you like. We'll use the variable '''$tfn''' to represent this number.

====Order a toll-free number number====
When you send this request, use the '''comment''' and '''emailAddress''' fields to help Genesys Customer Care quickly identify the best contact person if there's an issue with the SMS service. For example, you can include your organization name in the '''comment''' field.<syntaxhighlight lang="text">
curl -X POST \
$gcAPIURL/api/v2/messaging/sms/provisioning/tollfreenumbers/ \
-H 'Authorization: Bearer $access_token' \
-H 'Content-Type: application/json' \
-d '[
{
"tollfreeNumber": "$tfn",
"comment": "Nexus Premise ACME Corp",
"moUrl": "$nexusURL/nexus/v3/sms/message",
"drUrl": "$nexusURL/nexus/v3/sms/receipt",
"webhookUsername": "$ccid",
"webhookPassword": "$GMAKey",
"emailAddress": "sms.admin@acme.test.com"
}
]'
</syntaxhighlight>
Finally, {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=provisionnumbers|display text=provision your new numbers in Digital Channels}}.
|Status=No
}}{{Section
|sectionHeading=Provision sender IDs in Digital Channels
|anchor=provisionnumbers
|alignment=Vertical
|structuredtext=Complete the following steps for each short code or text enabled toll-free number you want to use to send and receive SMS messages.

#Log in to Designer and {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=appcreate|display text=create an application}} to route SMS interactions. {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=manage_endpoint|display text=Create a chat endpoint}} and assign it to your application, making note of the name you use. We'll use the variable '''$designerEndpointName''' to represent this value.
#Log in to Platform Administration and go to '''Environment > Transactions > NexusServices > Options'''.
#Create a section that starts with 'chat.' and includes some text that represents the purpose of number. For example, <code>chat.SMS_Main_Corporate</code> or <code>chat.SMS_CustomerSupport</code>. Note: The 'chat.' prefix is required and the rest of the value can be made up of letters and underscore or dashes, but not spaces.
#In this new section, create the following options:
#*channelId = '''$tfn'''
#*channelType = sms
#*endpoint = chat.'''$designerEndpointName'''
#*interactionSubtype = SMS
#*interactionType = Inbound
#*media = chat
#*cxcOnly = false
#*:'''Note:''' Set <code>cxcOnly</code> to '''true''' for CX Contact integrations. If '''true''', incoming SMS messages are not processed as chat messages and are not delivered to an agent. The default value is '''false'''.
#*provider = $nexusProvider (Default: Portico, if the value is missing)
|Status=No
}}
}}

PEC-DC/Current/Administrator/GSESMS

2022-07-28T02:33:57Z

Balaji: Published

{{TaskSummary
|DisplayName=Set up SMS
|Application=Agent Desktop, Agent Setup
|Role=Administrator
|TocName=Set up SMS
|ComingSoon=No
|Context=Learn how to integrate Short Message Service (SMS) into Genesys Multicloud CX.
|overviewtext=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Genesys Multicloud CX so that agents can exchange text messages with customers.

After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can send messages to the best-skilled agent using a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application or use {{Link-Standalone|topic=PEC-OU/HIW|display text=CX Contact}} to send SMS alerts to your customers. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
|TSSection={{TSSection
|sectionheading=Configure an SMS number
|description=Set up your SMS number in Genesys.
|relatedarticles=*To set up your SMS number, contact your Genesys representative.
}}{{TSSection
|sectionheading=Enable Digital Shared Services
|description=Enable service channels in Agent Setup. SMS is considered as a part of Chat settings. Later when you create a Designer application to route SMS interactions, it pulls the data from these channels.
|relatedarticles=*To create service channels, contact your Genesys representative.
}}{{TSSection
|sectionheading=Configure Agent Desktop
|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center. Pay special attention to Chat as these settings apply to SMS.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Chat_options|display text=Chat}}
}}{{TSSection
|sectionheading=Create a Designer application
|description=Create a Designer application to route SMS interactions to the right agents. '''Note:''' The service channel you created previously is listed under '''Manage Digital Endpoint''' in Designer.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}}
}}{{TSSection
|sectionheading=Related documentation
|description=See how users handle SMS interactions in Agent Desktop.

See how CX Contact can handle SMS campaigns for notifications and alerts.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS}}
*{{Link-Standalone|topic=PEC-OU/HIW|display text=About CX Contact}}
}}
}}

RN/DigitalChannels/100.0.121.2518

2022-07-26T04:13:18Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-8844, NEXUS-8612, NEXUS-8614,NEXUS-8291,NEXUS-8290)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-06-27
|MixedModeReleaseDate=2022-06-27
|Highlight=Support for SparkPost email delivery provider and chat persistence across different domains.

<br />
}}
{{Issue
|TicketNumber=NEXUS-8291
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Digital Channels now supports the SparkPost email delivery provider for outbound campaigns.
}}
{{Issue
|TicketNumber=NEXUS-9228
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=After sending notification messages to the user, agents are unable to attach files in chat interactions. The attachment icon disappears. <br />'''Workaround''': Agents can refresh the page to restore the attachments icon.
}}
{{Issue
|TicketNumber=NEXUS-9243
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=In a browser window, only one agent login can access several workspaces (WWE, Designer, and so on). Digital Channels does not support multiple agent logins in a single browser window.
}}
{{Issue
|TicketNumber=NEXUS-9298
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=When a user sends a GIF file from a Facebook Public interaction, the GIF file and the accompanying messages (if any) are not delivered to agents.
}}
{{Issue
|TicketNumber=NEXUS-9282
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=When an agent logs into WWE using two different browsers or tabs, the chat conversations do not synchronize and the issue is reported as a chat event stream error.
}}
{{Issue
|TicketNumber=NEXUS-7024
|IssueCategoryId=7677e764-86f7-44e3-92bc-f13b59c71260
|LocalContent=When the agent refreshes the browser tab with an active Facebook public or Twitter public social interaction, the active interaction is not displayed and the agent cannot start the outbound interaction. This issue is observed in all previous releases.

'''Workaround''': Log out of WWE and then re-login to begin outbound interaction. The previous active interaction loads in the next workflow step.
}}
{{Issue
|TicketNumber=NEXUS-8844
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Cross-domain chat support sample and required scripts are now available. Please follow the Digital Channels Developer’s Guide to enable cross-domain support for your chat widget.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Developers|topic=ChatCrossDomain}}
}}

PEC-DC/Current/Developers

2022-07-26T04:11:07Z

Balaji: Published

{{MintyDocsManual
|version=Current
|manual=Developers
|defaultform=Form:Article
|alternateforms=Form:TaskSummary
|displayname={{MINTYDOCSPRODUCT}} Developer's Guide
|topicslist=* -Developer tasks
** FinalizeChat
** ChatCrossDomain
|Auto=Crafted summary table
|Context=Find information about how to develop using the Digital Channels APIs.
|Description=Digital Channels provides APIs you can use to build custom chat applications and deliver messages between Digital Channels and third-party services such as SMS or email.
|TSSection={{TSSection
|sectionheading=Developer tasks
|description=Explore these topics for examples of how to use the Digital Channels APIs.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=Developers|topic=FinalizeChat}}
*{{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Developers|topic=ChatCrossDomain}}
}}{{TSSection
|sectionheading=Digital Channels APIs
|description=Learn more about the Digital Channels APIs on the [https://developer.genesyscloud.com/ Genesys Multicloud CX Developer Center].
|relatedarticles=*[https://developer.genesyscloud.com/reference/messaging/ Consumer Messaging API]
*[https://developer.genesyscloud.com/reference/thirdpartymessaging/ Third-Party Messaging API]
}}
|product=Draft:PEC-DC
|pagination=no
|inherit=no
}}

PEC-DC/Current/Developers/ChatCrossDomain

2022-07-26T03:45:11Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Persistent Chat across Different Domains
|Context=Learn how to make chat conversations persistent across different domains.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=Digital channels supports chat persistence across different domains, allowing your customers to continue chat conversations with agents across the organization's sites they visit. It also allows your organization to have a consistent group of agents to support customers visiting different domains.

The following sections describe how to implement a cross domain persistent chat.

===Prerequisites===
Before setting up persistent chat across different domains, ensure you configure the {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=WebChatService-combined}}.
====Third-party Cookie Notification====
Ensure that the third-party cookies are enabled on your customer's browser and you can suggest them to enable cookies with your custom messages on your site or in the Widget.{{NoteFormat|Mozilla Firefox browsers do not support this functionality.|}}
|Status=No
}}{{Section
|sectionHeading=Overview of the solution
|alignment=Vertical
|structuredtext=Suppose that a customer started a chat on domain-a.com and intends to continue on domain-b.com, Digital Channels persists the chat conversation, and the customer can continue the interaction with the agent across the two domains.

The solution combines a third-party JavaScript file that you include on the webpages with a hidden Iframe added to the webpages. The module uses a <b>window.postMessage()</b> function of HTML5 to establish connections among the webpages and the Iframe site. The function sets the cookies and saves them on the Iframe site.

[[File:Digital Channels .png]]To implement this solution, complete the configuration steps.
|Status=No
}}{{Section
|sectionHeading=Step 1: Create and host an Iframe HTML file
|alignment=Vertical
|structuredtext=Create a plain HTML page with no server-side dependencies and host this file on a webpage you own. Include the attached '''iframe.min.js''' file and use the following sample iframe.html file. Modify the '''TRUSTED_DOMAINS''' array with the list of websites you would like to implement the chat persistence with agent.

{{Repository|iframe.min.js|| iframe.min.js }}

For example:<syntaxhighlight lang="html">
<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="UTF-8" />
<meta http-equiv="X-UA-Compatible" content="IE=edge" />
<meta name="viewport" content="width=device-width, initial-scale=1.0" />
<script>
//EXAMPLE: add in this array your own list of trusted domains
const TRUSTED_DOMAINS = [
"https://domain-a.com",
"https://domain-b.com"
];
</script>
<script src="./iframe.min.js"></script>
<title>Iframe</title>
</head>
<body></body>
</html>
</syntaxhighlight>After hosting the HTML file, note down the direct URL of the site such as <nowiki>https://www.iframe.com/iframe.html</nowiki>. This URL is used in Step 3.
|Status=No
}}{{Section
|sectionHeading=Step 2: Include the Cookie Provider JavaScript file
|alignment=Vertical
|structuredtext=Include the attached '''cookie-provider.min.js''' across all the webpages (in our example, it was domain-a.com and domain-b.com) where your Genesys chat widget is started.

{{Repository|cookie-provider.min.js||cookie-provider.min.js|}}<syntaxhighlight lang="javascript">
<script src="<nexus-url>/cookie-provider.min.js"></script>

</syntaxhighlight><br />
|Status=No
}}{{Section
|sectionHeading=Step 3: Create an Instance of Cookie Provider or Add Cookie Provider Extension in Widget
|alignment=Vertical
|structuredtext=To start chat persistence across different websites, you can either

{{Link-SomewhereInThisVersion|manual=Developers|topic=ChatCrossDomain|anchor=CookieProviderInstance|display text=Create an Instance of Cookie Provider}} or

{{Link-SomewhereInThisVersion|manual=Developers|topic=ChatCrossDomain|anchor=CookieProviderExtension|display text=Add Cookie Provider Extension in Widget}} {{AnchorDiv|CookieProviderInstance}}

===Create an Instance of Cookie Provider===
Create an instance of CookieProvider in the script where you configure your chat widget. While creating an instance, the CookieProvider adds Iframe to your webpages. The following table describes the parameters of the CookieProvider class.
{{{!}} class="wikitable"
!Parameter Name
!Mandatory
!Description
{{!}}-
{{!}}SESSION_COOKIE_NAME
{{!}}Yes
{{!}}Add your own session cookie name.
{{!}}-
{{!}}IFRAME_URL
{{!}}Yes
{{!}}Add the Iframe URL obtained from Step 1.
{{!}}-
{{!}}showThirdPartyCookieNotification
{{!}}No
{{!}}Add this parameter if you want to show a message that third-party cookies are disabled in the customer's browser. For more information about third-party cookie notifications, see {{Link-SomewhereInThisVersion|manual=Developers|topic=ChatCrossDomain|anchor=ThirdpartyCookieNotification|display text=Third-party Cookie Notification}}.
{{!}}}<syntaxhighlight lang="javascript">
// provide your own SESSION_COOKIE_NAME (example 'customer-defined-session-cookie') and IFRAME_URL (example 'https://iframe.com/iframe.html')
// showThirdPartyCookieNotification is an optional parameter to show message if third party cookies are disabled
let cookieProvider = new CookieProvider(SESSION_COOKIE_NAME, IFRAME_URL, showThirdPartyCookieNotification);
//load cookie
cookieProvider.loadCookie();

// chat initializing
</syntaxhighlight>After creating the instance, you can call the '''loadCookie''' method to receive your newly created session cookie.

====Save Cookie====
To use the cookie across various websites, you must save the created cookie into the Iframe. To do this, call the '''saveCookie''' method after your chat session cookie is set. In the following example, the registered plugin is subscribed to the '''WebChat.started''' event, to save the cookie inside the callback function.<syntaxhighlight lang="javascript">
var cookieProviderPlugin = window._genesys.widgets.bus.registerPlugin("CookieProvider");
cookieProviderPlugin.subscribe("WebChat.started", function (e) {
// call saveCookie when you want to save chat session cookie
cookieProvider.saveCookie();
});
</syntaxhighlight><br />{{AnchorDiv|ThirdpartyCookieNotification}}

===Third-party Cookie Notification===
You can check if third-party cookies are unavailable on your customer's browser and suggest them to enable cookies with your custom messages.{{NoteFormat|Mozilla Firefox browsers do not support this functionality.|}}<syntaxhighlight lang="javascript">
// example of function to show if third party cookies are enabled
function showThirdPartyCookieNotification(isEnabled) {
// you can show here your own notification to enable third-party cookies
alert("Third-party cookies are " + isEnabled ? "enabled" : "disabled");
}

// you can call cookieProvider.cookieTest with callback
cookieProvider.cookieTest(showThirdPartyCookieNotification);
// or without parameter if you provide callback when created instance of CookieProvider
cookieProvider.cookieTest();
</syntaxhighlight>{{AnchorDiv|CookieProviderExtension}}

===Add Cookie Provider Extension in Widget===
The following option is an alternate solution to enable chat persistence across different websites. In this approach, instead of creating an instance of CookieProvider, add the CookieProviderExtension in the extensions field of your Widget's configuration. As a part of an extension, you can call the callback function in initCookieProviderExtension to check whether third-party cookies are enabled in your customers' browser.<syntaxhighlight lang="javascript">
// add it in you init configuration
if (!window._genesys) window._genesys = {};

// EXAMPLE of options value
const IFRAME_URL = "http://domain-a/iframe.html";
const SESSION_COOKIE_NAME = "customer-defined-session-cookie";

// EXAMPLE of function to show notification for third-party cookies
function showThirdPartyCookieNotification(isEnable) {
if (!isEnable) {
alert("please enable your third-party cookies");
}
}

window._genesys = {
widgets: {
extensions: {
CookieProviderExtension: initCookieProviderExtension(SESSION_COOKIE_NAME, IFRAME_URL, showThirdPartyCookieNotification)
}
}
}

// or add it separately after initialization
if(!window._genesys.widgets.extensions){
window._genesys.widgets.extensions = {};
}

window._genesys.widgets.extensions["CookieProviderExtension"] = initCookieProviderExtension(SESSION_COOKIE_NAME, IFRAME_URL, showThirdPartyCookieNotification);
</syntaxhighlight>

===Complete Chat Initialization Sample===
The following code sample shows the chat configuration with chat persistence across different websites.<syntaxhighlight lang="javascript" line="1" start="1">
const IFRAME_URL = "http://127.0.0.1:5500/iframe.html";
const SESSION_COOKIE_NAME = "customer-defined-session-cookie";

if (!window._genesys) window._genesys = {};

window._genesys = {
widgets: {
webchat: {
transport: {
type: "<insert your type>",
dataURL: "<insert your dataURL>", // Provided by Genesys
endpoint: "<insert your endpoint>", // Provided by Genesys
headers: {
"x-api-key": "<insert your key>", // Provided by Genesys
},
async: {
enabled: true,
getSessionData: function (sessionData, Cookie, CookieOptions) {
// Note: You don't have to use Cookies. You can, instead, store in a secured location like a database.
Cookie.set(
SESSION_COOKIE_NAME,
JSON.stringify(sessionData),
CookieOptions
);
},
setSessionData: function (Open, Cookie, CookieOptions) {
// Retrieve from your secured location.
return Cookie.get(SESSION_COOKIE_NAME);
},
},
},
},
// you need add this option only if you use alternative connection
extensions: {
CookieProviderExtension
}
},
};

const widgetScriptElement = document.createElement("script");
const widgetBaseUrl = "https://apps.mypurecloud.de/widgets/9.0/";

// provide your own SESSION_COOKIE_NAME (example 'customer-defined-session-cookie') and IFRAME_URL (example 'https://iframe.com/iframe.html')
let cookieProvider = new CookieProvider(SESSION_COOKIE_NAME, IFRAME_URL);
//load cookie
cookieProvider.loadCookie();

// chat initializing
widgetScriptElement.setAttribute("src", widgetBaseUrl + "cxbus.min.js");
widgetScriptElement.addEventListener("load", async function () {
await CXBus.configure({
debug: true,
pluginsPath: widgetBaseUrl + "plugins/",
});
await CXBus.loadPlugin("widgets-core");
await CXBus.command("WebChat.open");

// set cookie to iframe when chat started
var cookieProviderPlugin = window._genesys.widgets.bus.registerPlugin("CookieProvider");
cookieProviderPlugin .subscribe("WebChat.started", function (e) {
//save cookie
cookieProvider.saveCookie();
});
});

document.head.appendChild(widgetScriptElement);
</syntaxhighlight><br />
|Status=No
}}{{Section
|sectionHeading=Limitations
|alignment=Vertical
|structuredtext=Chat persistence does not work when a browser is configured to disable third-party cookies. Each browser manages and defines third-party cookies and data differently.

Mozilla Firefox and Apple Safari browsers block the third-party cookies and data by default, but they allow you to set cookies manually.

The following documents provide guidelines and settings for third-party cookies across different browsers.
{{{!}} class="wikitable"
!Browser
!URL
{{!}}-
{{!}}Google Chrome
{{!}}https://support.google.com/chrome/answer/95647
{{!}}-
{{!}}Mozilla Firefox
{{!}}https://support.mozilla.org/en-US/kb/third-party-cookies-firefox-tracking-protection
{{!}}-
{{!}}Apple Safari
{{!}}https://support.apple.com/en-gb/guide/safari/sfri11471/mac
{{!}}-
{{!}}Opera
{{!}}https://blogs.opera.com/news/2015/08/how-to-manage-cookies-in-opera/
{{!}}}
|Status=No
}}
}}

PEC-DC/Current/DCPEGuide

2022-07-22T10:20:09Z

Balaji: Published

{{MintyDocsManual
|version=Current
|manual=Deployment
|defaultform=Form:Article
|alternateforms=Form:ArticleUnstructured, Form:TaskSummary, Form:ArticlePEServiceMetrics, Form:ArticlePEServiceObservability, Form:ArticlePEServiceUpgrade
|displayname={{MINTYDOCSPRODUCT}} Private Edition Guide
|topicslist=* -Overview
** Overview
** Architecture
** HADR
* -Configure and deploy
** Planning
** Configure
** Deploy
* -Upgrade, roll back, or uninstall
** Upgrade
* -Integrate and provision
** ProvisionOverview
** PreConfig
** EnableTenant
** ProvisionAPI
** ProvisionSMS
** ProvisionEmail
* -Observability
** Observability
** DCMetrics
|Auto=Crafted summary table
|DisplayName=Test
|Context=Find links to all the topics in this guide.
|Description=Digital Channels is a service available with the Genesys Multicloud CX private edition offering.
|TSSection={{TSSection
|sectionheading=Overview
|description=Learn more about Digital Channels, its architecture, and how to support high availability and disaster recovery.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Overview}}
*{{Link-SomewhereInThisVersion|topic=Architecture}}
*{{Link-SomewhereInThisVersion|topic=HADR}}
}}{{TSSection
|sectionheading=Configure and deploy
|description=Find out how to configure and deploy Digital Channels.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Planning}}
*{{Link-SomewhereInThisVersion|topic=Configure}}
*{{Link-SomewhereInThisVersion|topic=Deploy}}
*{{Link-SomewhereInThisVersion|topic=Upgrade}}
}}{{TSSection
|sectionheading=Integrate and provision
|description=Learn how to integrate with the tenant and provision API keys and SMS.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionOverview}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=PreConfig}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=EnableTenant}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionAPI}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS}}
*{{Link-AnywhereElse|product=PEC-DC|version=Current|manual=DCPEGuide|topic=ProvisionEmail}}
}}{{TSSection
|sectionheading=Upgrade, roll back, or uninstall
|description=Find out how to upgrade, roll back, or uninstall IWD.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Upgrade}}
}}{{TSSection
|sectionheading=Observability
|description=Learn how to monitor Digital Channels with metrics and logging.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=Observability}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=DCMetrics}}
}}
|product=Draft:PrivateEdition
|pagination=no
|ServiceId=9e7aa6a5-e8c6-4d8c-816f-4790127eabe7
|inherit=no
}}

RN/DigitalChannels/100.0.123.2981

2022-07-19T14:30:34Z

Balaji: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issue in (NEXUS-9099, NEXUS-9228)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 577e188b-36c5-4733-86a7-e1d0d6564aff
|ReleaseDate=2022-07-19
|MixedModeReleaseDate=2022-07-19
|Highlight=Administrators can now define a list of channel types and restrict agents' ability to search for contacts in the '''Communications''' tab.<br />
}}
{{Issue
|TicketNumber=NEXUS-9228
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Agents can now attach files in chat interactions after sending notification messages to the user. Previously, agents were unable to attach files as the attachment icon disappeared.
|LocalContent=Agents can now attach files in chat interactions after sending notification messages to the user. Previously, agents were unable to attach files as the attachment icon disappeared.
}}
{{Issue
|TicketNumber=NEXUS-8612
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now restrict the agents' ability to search for contacts in certain fields in the '''Communications''' tab.
}}
{{Issue
|TicketNumber=NEXUS-8614
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Administrators can now define a list of channel types to be displayed in the agent's '''Communication''' tab.
}}

PEC-DC/Current/DCPEGuide

2022-07-13T04:21:45Z

Balaji: Published

{{MintyDocsManual
|product=Draft:PrivateEdition
|version=Current
|manual=Deployment
|alternateforms=Form:ArticleUnstructured, Form:TaskSummary, Form:ArticlePEServiceMetrics, Form:ArticlePEServiceObservability, Form:ArticlePEServiceUpgrade
|displayname={{MINTYDOCSPRODUCT}} Private Edition Guide
|pagination=no
|Notice=EAP
|ServiceId=9e7aa6a5-e8c6-4d8c-816f-4790127eabe7
|topicslist=* -Overview
** Overview
** Architecture
** HADR
* -Configure and deploy
** Planning
** Configure
** Deploy
* -Upgrade, roll back, or uninstall
** Upgrade
* -Integrate and provision
** PreConfig
** EnableTenant
** ProvisionAPI
** ProvisionSMS
** ProvisionEmail
* -Observability
** Observability
** DCMetrics
|defaultform=Form:Article
|Auto=Crafted summary table
|DisplayName=Test
|Context=Find links to all the topics in this guide.
|Description=Digital Channels is a service available with the Genesys Multicloud CX private edition offering.
|TSSection={{TSSection
|sectionheading=Overview
|description=Learn more about Digital Channels, its architecture, and how to support high availability and disaster recovery.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Overview}}
*{{Link-SomewhereInThisVersion|topic=Architecture}}
*{{Link-SomewhereInThisVersion|topic=HADR}}
}}{{TSSection
|sectionheading=Configure and deploy
|description=Find out how to configure and deploy Digital Channels.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Planning}}
*{{Link-SomewhereInThisVersion|topic=Configure}}
*{{Link-SomewhereInThisVersion|topic=Deploy}}
*{{Link-SomewhereInThisVersion|topic=Upgrade}}
}}{{TSSection
|sectionheading=Integrate and provision
|description=Learn how to integrate with the tenant and provision API keys and SMS.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=PreConfig}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=EnableTenant}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionAPI}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS}}
}}{{TSSection
|sectionheading=Upgrade, roll back, or uninstall
|description=Find out how to upgrade, roll back, or uninstall IWD.
|relatedarticles=*{{Link-SomewhereInThisVersion|topic=Upgrade}}
}}{{TSSection
|sectionheading=Observability
|description=Learn how to monitor Digital Channels with metrics and logging.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=Observability}}
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=DCMetrics}}
}}
|inherit=no
}}

Draft:RN/DigitalChannels/100.0.122.0000

2022-07-11T06:19:18Z

Balaji: Balaji moved page Draft:RN/DigitalChannels/100.0.122.0000 to Draft:RN/DigitalChannels/100.0.122.2868

#REDIRECT [[Draft:RN/DigitalChannels/100.0.122.2868]]

PEC-DC/Current/DCPEGuide/ProvisionEmail

2022-07-11T04:31:34Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Setting up Integration for Outbound Email Campaigns
|TocName=Setting up Integration for Outbound Email Campaigns
|Context=Learn how to enable Email connectivity for outbound campaigns.
|ComingSoon=No
|Platform=GenesysEngage-onpremises
|Role=Administrator, Developer
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|“Nexus” is the simplified name we use for the Digital Channels application and APIs, so you’ll see that name referenced in this document.|}}Genesys Multicloud CX supports outbound email interactions using one of these three options: built-in connector to SparkPost email provider, a custom gateway built with a third-party email API or orbuilt-in connector to Genesys Cloud CX aggregation service.[[File:Digitalchannels provision sparkpost email.png]]After completing the setup steps on this page, you will be able to:

*Send Email in your outbound campaigns through CX Contact.

To get started, complete the configuration steps for '''one''' of the following scenarios:

*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=SparkPostemail|display text=Set up Digital Channels to use SparkPost Email}} OR
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=customgateway|display text=Set up Digital Channels to use a Custom Gateway}} OR
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=enableMA|display text=Set up Digital Channels to use Genesys Cloud CX Agreegation}}
|Status=No
}}{{Section
|sectionHeading=Option 1: Set up Digital Channels to use SparkPost Email
|anchor=SparkPostemail
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use SparkPost email provider.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=SparkpostPrerequisites|display text=prerequisites}} table.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=SparkpostCustomServices|display text=create Digital Channels services definitions}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=provisionemail|display text=Provision email domains}}.
{{AnchorDiv|SparkpostPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable pdf-table-landscape"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Contact Center Id
{{!}}$ccid
{{!}}UUID string
{{!}}45acae06-6b7c-4f97-9c76-471cb5c21bf7
{{!}}This value comes from your Web Services and Applications deployment.
{{!}}-
{{!}}Digital Channels URL
{{!}}$baseURL
{{!}}string
{{!}}<nowiki>http://digital.example.com</nowiki>
{{!}}Publicly available URL for Digital Channels API.
{{!}}-
{{!}}SparkPost API URL
{{!}}$sparkpostURL
{{!}}string
{{!}}Secret
{{!}}URL for SparkPost email API.
{{!}}-
{{!}}SparkPost apikey
{{!}}$sparkpostApikey
{{!}}UUID string
{{!}}Secret
{{!}}API key for using SparkPost email API.
{{!}}}</div>{{AnchorDiv|SparkpostCustomServices}}
===Create Digital Channels services definitions===
In this step, you will enable Digital Channels to use SparkPost email services. You must configure the following services in Digital Channels within your tenant:

*Email - Enables outbound email service through the third-party provider.
*SparkPostEmail - Integrates your Genesys Multicloud CX tenant to SparkPost for email communication.
{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. You must create these services once per tenant.|}}Create the '''Email''' service:<syntaxhighlight lang="text">
curl -X POST \ $nexusURL/nexus/v3/provisioning/services/$ccid/Email \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \ -d '{ "url" : "N/A", "secret": {}, "data" : { "provider": "SparkPost" }'
</syntaxhighlight>Create the '''SparkPostEmail''' service:<syntaxhighlight lang="text">
curl -X POST \ $nexusURL/nexus/v3/provisioning/services/$ccid/SparkPostEmail \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{ "url" : "$sparkpostURL", "secret": { "apikey": "$sparkpostApikey"}, "data": {} }'
</syntaxhighlight>
{{AnchorDiv|Sparkpostcustomemail}}
===Manage email domains===
{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=provisionemail|display text=Provision email domains}} in Digital Channels.
|Status=No
}}{{Section
|sectionHeading=Option 2: Set up Digital Channels to use a Custom Gateway
|anchor=customgateway
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use a custom email gateway provider.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=CGPrerequisites|display text=prerequisites}} table.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=CGCustomServices|display text=create Digital Channels services definitions}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=provisionemail|display text=Provision email domains}}.
{{AnchorDiv|CGPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable pdf-table-landscape"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Company's email domain
{{!}}$asyncEmailDomain
{{!}}string
{{!}}company.com
{{!}}
{{!}}-
{{!}}Third-party Messaging Webhook URL
{{!}}$asyncWebhookURL
{{!}}string
{{!}}<nowiki>https://genesys-webhook.company.com</nowiki>
{{!}}The FQDN of the third-party service implementing the Third-Party Messaging Webhook.
{{!}}-
{{!}}Third-Party Messaging API secret key
{{!}}$asyncAPISignatureKey
{{!}}string
{{!}}Secret
{{!}}The key used by the third-party service to calculate the signature for calls to the Third-Party Messaging API.
{{!}}-
{{!}}Third-Party Messaging Webhook secret key
{{!}}$asyncWebhookSignatureKey
{{!}}string
{{!}}Secret
{{!}}The key used by Digital Channels to calculate the signature for calls to the third-party service through the webhook.
{{!}}}</div>{{AnchorDiv|CGCustomServices}}
===Create Digital Channels services definitions===
In this step, you will enable Digital Channels to use a custom gateway for the email provider of your choice. You must configure the following services in Digital Channels within your tenant:

*Async - Integrates your Genesys Multicloud CX tenant to the custom gateway used to communicate with the email provider of your choice.
*Email - Enables outbound email service through the third-party provider.
{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. You must create these services once per tenant.|}}Create the '''Async''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/Async \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"data": {
"channels": [
{
"channelId": "$asyncPhoneNumber",
"webhook": { "url": "$asyncWebhookURL" }
},
{
"channelId": "$asyncEmailDomain",
"webhook": { "url": "$asyncWebhookURL" }
}
]
},
"secret": {
"channels": [
{
"channelId": "$asyncPhoneNumber",
"webhook": { "secret": "$asyncWebhookSignatureKey" },
"api": { "secret": "$asyncAPISignatureKey" }
},
{
"channelId": "$asyncEmailDomain",
"webhook": { "secret": "$asyncWebhookSignatureKey" },
"api": { "secret": "$asyncAPISignatureKey" }
}
]
}
}'
</syntaxhighlight>Create the '''Email''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/Email \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "N/A",
"data" : { "provider": "Async" },
"secret": {}
}'
</syntaxhighlight>{{AnchorDiv|CGcustomphone}}
===Manage email domains===
{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=provisionemail|display text=Provision email domains}} in Digital Channels.
|Status=No
}}{{Section
|sectionHeading=Option 3: Set up Digital Channels to use Genesys Cloud CX Email Aggregation
|anchor=enableMA
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use Genesys Cloud CX Messaging Aggregation as the Email gateway.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=GMAPrerequisites|display text=prerequisites}} table.
#Contact your Genesys representative to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=GMACloudOrg|display text=create a Genesys Cloud CX organization}} and get administrator user credentials. Your Genesys representative also must add the Genesys Cloud CX product to your organization.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=GMACredendials|display text=Create the Digital Channels integration in Genesys Cloud CX}}. This will give you a clientId and clientSecret to authenticate API calls with the Digital Channels provisioning API.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=GMAAPIkey|display text=Create a Digital Channels API key for Genesys Cloud CX}}.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=GMAIntegration|display text=create Digital Channels services definition}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionEmail|anchor=provisionemail|display text=Provision email domains}}.
{{AnchorDiv|GMAPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}GWS tenant Contact Center ID
{{!}}$ccid
{{!}} colspan="1"{{!}}UUID string<br />
{{!}}45acae06-6b7c-4f97-9c76-471cb5c21bf7
{{!}}This value comes from your Web Services and Applications deployment.
{{!}}}{{AnchorDiv|GMACloudOrg}}
===Request a Genesys Cloud CX organization===
Contact your Genesys representative to create a Genesys Cloud CX organization and get administrator user credentials. Your Genesys representative also must add the Genesys Cloud CX product to your organization.

Make sure your Genesys representative provides you with the details in the '''Genesys Cloud CX information''' table.
{{{!}} class="wikitable"
{{!}}+Genesys Cloud CX information
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Genesys Cloud CX Organization ID
{{!}}$orgId
{{!}}UUID string
{{!}}47d8329d-1c28-4c86-9374-5596bddfee15
{{!}}Your Genesys Cloud CX organization ID.
{{!}}-
{{!}}Genesys Cloud CX Organization admin user credentials
{{!}}$orgUsername
$orgPassword
{{!}}string
{{!}}admin-user / admin-password
{{!}}The username and password for an account with administrative permissions for this organization.
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud CX Login URL
{{!}}$gcLoginURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}}<nowiki>https://login.mypurecloud.com</nowiki>
{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud CX API URL
{{!}} colspan="1"{{!}}$gcAPIURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}} colspan="1"{{!}}<nowiki>https://api.mypurecloud.com</nowiki>
{{!}} colspan="1"{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
{{!}}}</div>{{AnchorDiv|GMACredendials}}
===Create the Digital Channels integration in Genesys Cloud CX===
Complete the steps in this section as an [https://help.mypurecloud.com/articles/get-started-administering-genesys-cloud/ administrator user in Genesys Cloud CX] to create the integration client credentials that will be used by Digital Channels to access Genesys Cloud CX APIs to send and receive messages. You're going to create a new role, assign it to your admin user, and create the access credentials.

First, create the new role:

#Navigate to $gcLoginURL (for example, [https://login.mypurecloud.com/ https://login.mypurecloud.com]) and log in to Genesys Cloud CX with your $orgUsername/$orgPassword.
#Go to '''Admin'''.
#Under '''People and Permissions''', click '''Roles/Permissions'''.
#Click '''Add Role''' and give it a name. For example, <code>Nexus Messaging</code>.
#Under '''Permissions''', search for '''messaging''' and select '''messaging > All Permissions''' and '''messagingProvisioning > All Permissions'''. Save your changes.

Next, assign the role to your administrator user:

#Click '''Admin'''.
#Under '''People and Permissions''', click '''People'''.
#Search for your admin user.
#Under '''Roles,''' switch the view to '''All''' and search for the name of your new role (<code>Nexus Messaging</code>). Click to enable the role and then save your changes.
#Log out and log in again to enable the permissions.

Now create access credentials for the Digital Channels integration.

#Click '''Admin'''.
#Under '''Integrations''', click '''OAuth'''.
#Click '''Add Client.'''
#Under '''Client Details''', set '''App Name''' to <code>Nexus Messaging Integration</code> and select the Client Credentials '''Grant Type'''.
#Click '''Roles''' and assign the <code>Nexus Messaging</code> role. Save your changes.
#Go back to '''Client Details''' and copy the values for '''clientId''' and '''clientSecret'''.<div class="pdf-table-landscape">As the output of this step, you will have the access credentials:

{{{!}} class="wikitable pdf-table-landscape"
!Parameter
!Variable
!Type
!Example
{{!}}-
{{!}} colspan="1"{{!}}Nexus Integration client ID
{{!}}$clientId
{{!}} colspan="1"{{!}}UUID string
{{!}}4da40a9de-b113-4024-8ba9-c9dd89c91f67
{{!}}-
{{!}} colspan="1"{{!}}Nexus Integration client secret
{{!}} colspan="1"{{!}}$clientSecret
{{!}} colspan="1"{{!}}string
{{!}} colspan="1"{{!}}aKSXEgLO57cm6FqxD4hrjkcW-iuWiXhd0uF0WOcZUm2
{{!}}}{{AnchorDiv|GMAAPIkey}}
===Create a Digital Channels API key for Genesys Cloud CX===
To create an API key that will be used by Genesys Cloud CX to send requests to Digital Channels, follow the steps in {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionAPI|display text=Provision API keys}}. Make sure to use the following parameters:
"tenant": "*"
"name":"Portico Cluster API Key"
<nowiki>"permissions" : ["nexus:cluster:*"]</nowiki>
As an output of this step, you will have the API key:
{{{!}} class="wikitable"
!Parameter
!Variable
!Type
!Example
{{!}}-
{{!}} colspan="1"{{!}}Messaging Cluster API Key
{{!}}$apikey
{{!}} colspan="1"{{!}}UUID string
{{!}}9b7682b7-cbce-422f-9bbb-ecda85e61695
{{!}}}{{AnchorDiv|GMAIntegration}}
===Create Digital Channels services definitions===
Enable Digital Channels to use Genesys Cloud CX Messaging Aggregation as the Email provider. You must configure the following services in Digital Channels within your tenant:

*PurecloudIDP - Integrates the Genesys Multicloud CX tenant to the Genesys Cloud CX organization.
*PorticoEmail - Enables the outbound email service through Genesys Messaging Aggregation.
{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. Note: You must create these services once per tenant.|}}Create the '''PurecloudIDP''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/PurecloudIDP \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "$gcLoginURL",
"secret": {"clientId": "$clientId", "clientSecret": "$clientSecret"},
"data" : {}
}'
</syntaxhighlight>Create the '''PorticoEmail''' service if you use Genesys Multicloud CX Contact email campaigns.<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/PorticoEmail \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "$gcAPIURL",
"secret": {},
"data": {}
}'
</syntaxhighlight>
|Status=No
}}{{Section
|sectionHeading=Provision email domains in Digital Channels
|anchor=provisionemail
|alignment=Vertical
|structuredtext=Complete the steps in this section if you are integrating with CX Contact and plan to use email campaigns. These steps explain how to choose an email domain that you control (you should be able to update DNS record sets for this domain) and want to use in email campaigns as the "sent from" address.

If you are using Genesys Cloud CX as the provider, contact your Genesys representative to have them provision an email domain in Genesys Cloud CX for your organization. Once completed, you will receive a set of secrets you must use to update your domains records. After this update, contact your Genesys representative to validate the secrets and confirm domain ownership. Now you can provision an email service channel.

Complete the following for each domain only after your domain records have been updated, validated, and provisioned in Genesys Cloud CX.

#In Agent Setup, navigate to the "NexusServices" [[PEC-DC/Current/DCPEGuide/PreConfig#transactions|transaction you created previously]].
#Create a section that starts with 'cxc.' and includes some text that represents the domain. For example, <code>cxc.Coraporate_Promotions</code>. Note: The 'cxc.' prefix is required and the rest of the value can be made up of letters and underscore or dashes, but not spaces.
#In this new section, create the following options:
#*channelId = '''$emailDomain'''
#*channelType = email
#*provider = Async (Only set this option if you use a custom gateway as the email aggregator.)

<br />
|Status=No
}}
}}

PEC-DC/Current/DCPEGuide/ProvisionSMS

2022-07-11T03:46:28Z

Balaji: Published

{{Article
|Standalone=No
|DisplayName=Setting up Integration for Inbound and Outbound SMS
|TocName=Setting up Integration for Inbound and Outbound SMS
|Context=Learn how to enable SMS connectivity for inbound conversations and outbound campaigns.
|ComingSoon=No
|Platform=GenesysEngage-onpremises
|Role=Administrator, Developer
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|“Nexus” is the simplified name we use for the Digital Channels application and APIs, so you’ll see that name referenced in this document.|}}
Genesys Multicloud CX supports SMS interactions using one of these three options: built-in connector to Kaleyra SMS text messaging service, a custom gateway built with a third-party messaging API, or a built-in connector to Genesys Cloud CX SMS aggregation service.[[File:Digitalchannels provision sms diagram.png]]After completing the setup steps on this page, you will be able to:

*Receive SMS messages from your customers on your corporate short code or long code and allow a Designer application or agent to respond to them.
*Send SMS messages in your outbound campaigns through CX Contact.

To get started, complete the configuration steps for '''one''' of the following scenarios:

*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=enableKaleyra|display text=Set up Digital Channels to use Kaleyra SMS}} OR
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=customgateway|display text=Set up Digital Channels to use a Custom Gateway}} OR
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=enableMA|display text=Set up Digital Channels to use Genesys Cloud CX SMS Agreegation}}
|Status=No
}}{{Section
|sectionHeading=Option 1: Set up Digital Channels to use Kaleyra SMS
|anchor=enableKaleyra
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use the built-in connector to Kaleyra.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=KaleyraPrerequisites|display text=prerequisites}} table.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=KaleyraIntegration|display text=create Digital Channels services definition}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=KaleyraPhoneNumbers|display text=Manage and provision sender IDs}}.
{{AnchorDiv|KaleyraPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Company's sender id
{{!}}$tfn
{{!}}string
{{!}}1650466114
{{!}}The sender id can be a short code (5 digits) or a long code (10 digits).
{{!}}-
{{!}}Contact Center Id
{{!}}$ccid
{{!}} colspan="1"{{!}}UUID string<br />
{{!}}45acae06-6b7c-4f97-9c76-471cb5c21bf7
{{!}}This value comes from your Web Services and Applications deployment.
{{!}}-
{{!}}Digital Channels URL
{{!}}$baseURL
{{!}}string
{{!}}<nowiki>http://digital.example.com</nowiki>
{{!}}Publicly available URL for Digital Channels API
{{!}}-
{{!}}Kaleyra API URL
{{!}}$kaleyraURL
{{!}}string
{{!}}<nowiki>http://directtext.mgage.com</nowiki>
{{!}}URL for Kaleyra SMS API.
{{!}}-
{{!}}Kaleyra user name
{{!}}$kaleyraUserName
{{!}}string
{{!}}Secret
{{!}}The username for an account with permission to send SMS.
{{!}}-
{{!}}Kaleyra password
{{!}}$kaleyraPassword
{{!}}string
{{!}}Secret
{{!}}The password for an account with permission to send SMS.
{{!}}}</div>{{AnchorDiv|KaleyraIntegration}}
===Create Digital Channels services definitions===
Enable Digital Channels to use the built-in connector to Kaleyra SMS services (Kaleyra was formerly known as mGage). You must configure the following services in Digital Channels within your tenant:

*SMS - Enables SMS media for the tenant and selects Kaleyra as the default provider.
*mGageSMS - Integrates your Genesys Multicloud CX tenant to Kaleyra for SMS communication.
{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. Note: You must create these services once per tenant.|}}
Create the '''SMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/SMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "N/A",
"data" : { "provider": "mGage" },
"secret": {}
}'
</syntaxhighlight>Create the '''mGageSMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/mGageSMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url": "$kaleyraURL"
"data": { },
"secret": {
"username": "$kaleyraUserName",
"password": "$kaleyraPassword" } }'
</syntaxhighlight>

===Adding sender IDs to Kaleyra===
If you need to add a new short code or text-enabled phone number, contact your Genesys representative to complete this step.{{AnchorDiv|KaleyraPhoneNumbers}}
===Manage and provision sender IDs===
Provision {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=provisionnumbers|display text=sender IDs}} in Digital Channels.
|Status=No
}}{{Section
|sectionHeading=Option 2: Set up Digital Channels to use a Custom Gateway
|anchor=customgateway
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use a custom SMS gateway provider.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=CGPrerequisites|display text=prerequisites}} table.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=CGCustomServices|display text=create Digital Channels services definitions}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=CGcustomphone|display text=Manage and provision sender IDs.}}.
{{AnchorDiv|CGPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable pdf-table-landscape"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Company's sender id
{{!}}$asyncPhoneNumber
{{!}}string
{{!}}16504661149
{{!}}
{{!}}-
{{!}}Third-party Messaging Webhook URL
{{!}}$asyncWebhookURL
{{!}}string
{{!}}<nowiki>https://genesys-webhook.company.com</nowiki>
{{!}}The FQDN of the third-party service implementing the Third-Party Messaging Webhook.
{{!}}-
{{!}}Third-Party Messaging API secret key
{{!}}$asyncAPISignatureKey
{{!}}string
{{!}}Secret
{{!}}The key used by the third-party service to calculate the signature for calls to the Third-Party Messaging API.
{{!}}-
{{!}}Third-Party Messaging Webhook secret key
{{!}}$asyncWebhookSignatureKey
{{!}}string
{{!}}Secret
{{!}}The key used by Digital Channels to calculate the signature for calls to the third-party service through the webhook.
{{!}}}</div>{{AnchorDiv|CGCustomServices}}
===Create Digital Channels services definitions===
In this step, you will enable Digital Channels to use a custom gateway for the SMS provider of your choice. You must configure the following services in Digital Channels within your tenant:

*Async - Integrates the Genesys Multicloud CX tenant to the custom gateway used to communicate with the SMS provider of your choice.
*SMS - Enables SMS media for the tenant and selects the Async provider.
{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. You must create these services once per tenant.|}}Create the '''Async''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/Async \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"data": {
"channels": [
{
"channelId": "$asyncPhoneNumber",
"webhook": { "url": "$asyncWebhookURL" }
},
{
"channelId": "$asyncEmailDomain",
"webhook": { "url": "$asyncWebhookURL" }
}
]
},
"secret": {
"channels": [
{
"channelId": "$asyncPhoneNumber",
"webhook": { "secret": "$asyncWebhookSignatureKey" },
"api": { "secret": "$asyncAPISignatureKey" }
},
{
"channelId": "$asyncEmailDomain",
"webhook": { "secret": "$asyncWebhookSignatureKey" },
"api": { "secret": "$asyncAPISignatureKey" }
}
]
}
}'
</syntaxhighlight>Create the '''SMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/SMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "N/A",
"data" : { "provider": "Async" },
"secret": {}
}'
</syntaxhighlight><br />{{AnchorDiv|CGcustomphone}}
===Manage and provision sender IDs===
If you need to register a new or a existing short code or a text-enabled phone number, contact your Genesys representative to complete this step.

Provision {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=provisionnumbers|display text=sender IDs}} in Digital Channels.{{NoteFormat|An SMS must have a "provider" property equal to "Async" to use the Third-Party Messaging API implementation.|}}
===Add custom HTTP headers===
You can add custom HTTP headers with static values to the webhooks sent by Digital Channels to the third-party messaging aggregator. On the transaction '''NexusServices > [your async provider]''', add a property that starts with the "header:" prefix and set it to your static value. For example, <code>header:custom-header-for-async-1 = 12345</code>. The webhook from Digital Channels will include this property name and value in the header:<source lang="text">
HTTP <\path\>
custom-header-for-async-1: 12345
X-Hub-Signature: <value>
X-B3-TraceId: <value>
Content-Type: application/json

{
"messages": [
{
... RichMedia message ...
}
]
}
</source>
|Status=No
}}{{Section
|sectionHeading=Option 3: Set up Digital Channels to use Genesys Cloud CX SMS Aggregation
|anchor=enableMA
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use Genesys Cloud CX SMS Aggregation as the SMS gateway.

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAPrerequisites|display text=prerequisites}} table.
#Contact your Genesys representative to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACloudOrg|display text=create a Genesys Cloud CX organization}} and get administrator user credentials. Your Genesys representative also must add the Genesys SMS Aggregation product to your organization.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACredendials|display text=Create the Digital Channels integration in Genesys Cloud CX}}. This will give you a clientId and clientSecret to authenticate API calls with the Digital Channels provisioning API.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAAPIkey|display text=Create a Digital Channels API key for Genesys Cloud CX}}.
#Use the Digital Channels provisioning API to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAIntegration|display text=create Digital Channels services definition}}.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAPhoneNumbers|display text=Manage and provision sender IDs}}.
{{AnchorDiv|GMAPrerequisites}}<div class="pdf-table-landscape">
===Prerequisites===
Review the '''Prerequisites''' table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
{{{!}} class="wikitable"
{{!}}+Prerequisites
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}GWS tenant Contact Center ID
{{!}}$ccid
{{!}} colspan="1"{{!}}UUID string<br />
{{!}}45acae06-6b7c-4f97-9c76-471cb5c21bf7
{{!}}This value comes from your Web Services and Applications deployment.
{{!}}}
{{AnchorDiv|GMACloudOrg}}
===Request a Genesys Cloud CX organization===
Contact your Genesys representative to create a Genesys Cloud CX organization and get administrator user credentials. Your Genesys representative also must add the Genesys SMS Aggregation product to your organization.

Make sure your Genesys representative provides you with the details in the '''Genesys Cloud CX information''' table.
{{{!}} class="wikitable"
{{!}}+Genesys Cloud CX information
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Genesys Cloud CX Organization ID
{{!}}$orgId
{{!}}UUID string
{{!}}47d8329d-1c28-4c86-9374-5596bddfee15
{{!}}Your Genesys Cloud CX organization ID.
{{!}}-
{{!}}Genesys Cloud CX Organization admin user credentials
{{!}}$orgUsername
$orgPassword
{{!}}string
{{!}}admin-user / admin-password
{{!}}The username and password for an account with administrative permissions for this organization.
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud CX Login URL
{{!}}$gcLoginURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}}<nowiki>https://login.mypurecloud.com</nowiki>
{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud CX API URL
{{!}} colspan="1"{{!}}$gcAPIURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}} colspan="1"{{!}}<nowiki>https://api.mypurecloud.com</nowiki>
{{!}} colspan="1"{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
{{!}}}</div>
{{AnchorDiv|GMACredendials}}
===Create the Digital Channels integration in Genesys Cloud CX===
Complete the steps in this section as an [https://help.mypurecloud.com/articles/get-started-administering-genesys-cloud/ administrator user in Genesys Cloud CX] to create the integration client credentials that will be used by Digital Channels to access Genesys Cloud CX APIs to send and receive messages. You're going to create a new role, assign it to your admin user, and create the access credentials.

First, create the new role:

#Navigate to $gcLoginURL (for example, [https://login.mypurecloud.com/ https://login.mypurecloud.com]) and log in to Genesys Cloud CX with your $orgUsername/$orgPassword.
#Go to '''Admin'''.
#Under '''People and Permissions''', click '''Roles/Permissions'''.
#Click '''Add Role''' and give it a name. For example, <code>Nexus Messaging</code>.
#Under '''Permissions''', search for '''messaging''' and select '''messaging > All Permissions''' and '''messagingProvisioning > All Permissions'''. Save your changes.

Next, assign the role to your administrator user:

#Click '''Admin'''.
#Under '''People and Permissions''', click '''People'''.
#Search for your admin user.
#Under '''Roles,''' switch the view to '''All''' and search for the name of your new role (<code>Nexus Messaging</code>). Click to enable the role and then save your changes.
#Log out and log in again to enable the permissions.

Now create access credentials for the Digital Channels integration.

#Click '''Admin'''.
#Under '''Integrations''', click '''OAuth'''.
#Click '''Add Client.'''
#Under '''Client Details''', set '''App Name''' to <code>Nexus Messaging Integration</code> and select the Client Credentials '''Grant Type'''.
#Click '''Roles''' and assign the <code>Nexus Messaging</code> role. Save your changes.
#Go back to '''Client Details''' and copy the values for '''clientId''' and '''clientSecret'''.

<div class="pdf-table-landscape">As the output of this step, you will have the access credentials:
{{{!}} class="wikitable pdf-table-landscape"
!Parameter
!Variable
!Type
!Example
{{!}}-
{{!}} colspan="1"{{!}}Nexus Integration client ID
{{!}}$clientId
{{!}} colspan="1"{{!}}UUID string
{{!}}4da40a9de-b113-4024-8ba9-c9dd89c91f67
{{!}}-
{{!}} colspan="1"{{!}}Nexus Integration client secret
{{!}} colspan="1"{{!}}$clientSecret
{{!}} colspan="1"{{!}}string
{{!}} colspan="1"{{!}}aKSXEgLO57cm6FqxD4hrjkcW-iuWiXhd0uF0WOcZUm2
{{!}}}</div>
{{AnchorDiv|GMAAPIkey}}
===Create a Digital Channels API key for Genesys Cloud CX===
To create an API key that will be used by Genesys Cloud CX to send requests to Digital Channels, follow the steps in {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionAPI|display text=Provision API keys}}. Make sure to use the following parameters:
"tenant": "*"
"name":"Portico Cluster API Key"
<nowiki>"permissions" : ["nexus:cluster:*"]</nowiki>
As an output of this step, you will have the API key:
{{{!}} class="wikitable"
!Parameter
!Variable
!Type
!Example
{{!}}-
{{!}} colspan="1"{{!}}Messaging Cluster API Key
{{!}}$apikey
{{!}} colspan="1"{{!}}UUID string
{{!}}9b7682b7-cbce-422f-9bbb-ecda85e61695
{{!}}}
{{AnchorDiv|GMAIntegration}}
===Create Digital Channels services definitions===
Enable Digital Channels to use Genesys Cloud CX SMS Aggregation as the SMS provider. You must configure the following services in Digital Channels within your tenant:

*PurecloudIDP - Integrates the Genesys Multicloud CX tenant to the Genesys Cloud CX organization.
*SMS - Enables SMS media for the tenant and selects the provider.
*PorticoSMS - Enables the SMS service through Genesys Cloud CX.

{{NoteFormat|Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. Note: You must create these services once per tenant.|}}

Create the '''PurecloudIDP''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/PurecloudIDP \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "$gcLoginURL",
"secret": {"clientId": "$clientId", "clientSecret": "$clientSecret"},
"data" : {}
}'
</syntaxhighlight>Create the '''SMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/SMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "N/A",
"secret": {},
"data" : {"tokenProvider": "Purecloud"}
}'
</syntaxhighlight>Create the '''PorticoSMS''' service:<syntaxhighlight lang="text">
curl -X POST \
$nexusURL/nexus/v3/provisioning/services/$ccid/PorticoSMS \
-H 'Content-Type: application/json' \
-H 'x-api-key: $apiKey' \
-H 'x-ccid: $ccid' \
-d '{
"url" : "$gcAPIURL",
"secret": {},
"data": {}
}'
</syntaxhighlight><br />{{AnchorDiv|GMAPhoneNumbers}}
===Manage provision sender IDs===
You can purchase new SMS numbers or re-use your existing text-enabled numbers.

If you need to register an existing phone number or new short code, contact your Genesys representative to complete this step. Otherwise, follow the steps below to use the Genesys SMS Aggregation API from Genesys Cloud CX to purchase and register toll-free numbers from the pool of available numbers. '''Note:''' Each purchased number will incur additional costs to your account.

====Retrieve the Genesys Cloud CX token====
Any Genesys Cloud CX operation has to include a security token that remains valid for a configured amount of time. When the token expires, you must retrieve it again in order to send new requests.

To retrieve your token, use Basic Authentication where the username is '''$clientId''' and the password is '''$clientSecret'''.<syntaxhighlight lang="text">
curl -X POST \
$gcLoginURL/oauth/token \
-H 'Authorization: Basic YOUR_BASIC_AUTHENTICATION_SECRETS' \
-H 'Content-Type: application/x-www-form-urlencoded' \
-d 'grant_type=client_credentials'
</syntaxhighlight>The response contains:

*'''access_token''' - You must include this in all subsequent requests.
*'''expires_in''' - Indicates how long the token is valid.
*'''token_type''' - Indicates how this token needs to be included in subsequent requests (bearer token).

====List purchased and registered numbers====
Run the following command to list your purchased and registered numbers:<syntaxhighlight lang="text">
curl -X GET \
$gcAPIURL/api/v2/messaging/sms/provisioning/tollfreenumbers/ \
-H 'Authorization: Bearer $access_token'
</syntaxhighlight>

====Search for available toll free-number====
To order a new number, first search for available numbers and then select one of the options.<syntaxhighlight lang="text">
curl -X GET \
$gcAPIURL/api/v2/messaging/sms/provisioning/tollfreenumbers/available \
-H 'Authorization: Bearer $access_token'
</syntaxhighlight>The response contains a few currently available numbers - choose the one you like. We'll use the variable '''$tfn''' to represent this number.

====Order a toll-free number number====
When you send this request, use the '''comment''' and '''emailAddress''' fields to help Genesys Customer Care quickly identify the best contact person if there's an issue with the SMS service. For example, you can include your organization name in the '''comment''' field.<syntaxhighlight lang="text">
curl -X POST \
$gcAPIURL/api/v2/messaging/sms/provisioning/tollfreenumbers/ \
-H 'Authorization: Bearer $access_token' \
-H 'Content-Type: application/json' \
-d '[
{
"tollfreeNumber": "$tfn",
"comment": "Nexus Premise ACME Corp",
"moUrl": "$nexusURL/nexus/v3/sms/message",
"drUrl": "$nexusURL/nexus/v3/sms/receipt",
"webhookUsername": "$ccid",
"webhookPassword": "$GMAKey",
"emailAddress": "sms.admin@acme.test.com"
}
]'
</syntaxhighlight>
Finally, {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=provisionnumbers|display text=provision your new numbers in Digital Channels}}.
|Status=No
}}{{Section
|sectionHeading=Provision sender IDs in Digital Channels
|anchor=provisionnumbers
|alignment=Vertical
|structuredtext=Complete the following steps for each short code or text enabled toll-free number you want to use to send and receive SMS messages.

#Log in to Designer and {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=appcreate|display text=create an application}} to route SMS interactions. {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=manage_endpoint|display text=Create a chat endpoint}} and assign it to your application, making note of the name you use. We'll use the variable '''$designerEndpointName''' to represent this value.
#Log in to Platform Administration and go to '''Environment > Transactions > NexusServices > Options'''.
#Create a section that starts with 'chat.' and includes some text that represents the purpose of number. For example, <code>chat.SMS_Main_Corporate</code> or <code>chat.SMS_CustomerSupport</code>. Note: The 'chat.' prefix is required and the rest of the value can be made up of letters and underscore or dashes, but not spaces.
#In this new section, create the following options:
#*channelId = '''$tfn'''
#*channelType = sms
#*endpoint = chat.'''$designerEndpointName'''
#*interactionSubtype = SMS
#*interactionType = Inbound
#*media = chat
#*cxcOnly = false
#*:'''Note:''' Set <code>cxcOnly</code> to '''true''' for CX Contact integrations. If '''true''', incoming SMS messages are not processed as chat messages and are not delivered to an agent. The default value is '''false'''.
#*provider = Async (Only set this option if you use a custom gateway as the SMS aggregator.)
|Status=No
}}
}}