Genesys Documentation - User contributions [en]

PEC-Admin/Current/Admin/SSO

2020-09-22T16:53:58Z

Valentip: Published

{{Article
|Standalone=No
|DisplayName=Single sign-on
|TocName=Single sign-on
|Context=Learn how single sign-on is supported in Genesys Engage.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=Most Genesys Engage cloud applications allow a logged-in user to navigate across those applications without prompting for credentials again. It can also be configured to use {{#Widget:ExtLink|link=https://en.wikipedia.org/wiki/SAML_2.0|displaytext=SAML 2.0}} for integrations with third-party identity providers such as Okta or Google. There are many advantages to enabling single sign-on (SSO) in Genesys Engage cloud—for example:

*Users need to remember only one password.
*User credentials are managed by a third-party identity provider.
*Users must have multi-factor authentication by a third-party identity provider for additional security.
*Users only need to log in once to gain access to Genesys Engage cloud applications that have SSO enabled and non-Genesys applications that use the same identity provider.
|Status=No
}}{{Section
|sectionHeading=SSO support by application
|alignment=Vertical
|structuredtext=View which Genesys Engage cloud applications support SSO.
{{{!}} border="1"
{{!}}-
!Applications
!Single Sign On Support
!Notes
{{!}}-
{{!}}Agent Desktop
{{!}}Yes
{{!}}
{{!}}-
{{!}}Agent Setup
{{!}}Yes
{{!}}
{{!}}-
{{!}}Callback
{{!}}Yes
{{!}}
{{!}}-
{{!}}Cloud Data Download Service
{{!}}Yes
{{!}}
{{!}}-
{{!}}CX Contact
{{!}}Yes
{{!}}
{{!}}-
{{!}}Designer
{{!}}Yes
{{!}}
{{!}}-
{{!}}Developer Console
{{!}}Yes
{{!}}
{{!}}-
{{!}}Genesys CX Insights
{{!}}Yes
{{!}}Supported in version 9.0.013.0+. Contact your Genesys representative to enable.
{{!}}-
{{!}}Genesys Softphone
{{!}}Yes
{{!}}
{{!}}-
{{!}}Screen Recording
{{!}}Yes
{{!}}Supported in Agent Desktop version 9, but not with custom desktops.
{{!}}-
{{!}}Real-Time Reporting (Pulse)
{{!}}Yes
{{!}}Supported in Real-Time Reporting version 9.
{{!}}-
{{!}}Gplus Adapter Salesforce
{{!}}Yes
{{!}}
{{!}}-
{{!}}Recording, Quality Management and Speech Analytics
{{!}}Future Roadmap
{{!}}
{{!}}-
{{!}}Workforce Management
{{!}}Yes
{{!}}Not supported for supervisor accounts for administrative activities.
{{!}}-
{{!}}Agent Scripting Administration
{{!}}No
{{!}}
{{!}}-
{{!}}Interactive Insights
{{!}}No
{{!}}
{{!}}-
{{!}}Outbound
{{!}}No
{{!}}
{{!}}-
{{!}}Platform Administration (GAX)
''Includes plug-ins like eServices Manager and IVR Administration''
{{!}}No
{{!}}
{{!}}-
{{!}}WebRTC
{{!}}Yes
{{!}}
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Configuring SSO in Genesys Engage
|alignment=Vertical
|structuredtext=To enable Single Sign-On for your environments, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Single_Sign-On}} in Agent Setup.

{{NoteFormat|SSO can be configured for different groups and you can have multiple identity providers, as long as there is only one per region.}}

If you're planning to enable SSO, consider the following conventions for creating users:

*The domain declared in the identity provider metadata should be part of the user name stored within Genesys, to create the most seamless experience. (Example: <tt>john@mycompany.com</tt>) Otherwise, users would need to enter a Tenant or enter the domain before their username. (Example: <tt>mycompany\john</tt>)
*The username provisioned within Genesys Engage cloud should match the username in the external identity provider.
|Status=No
}}{{Section
|sectionHeading=Configuring SSO in the identity provider
|alignment=Vertical
|structuredtext=Genesys Engage cloud must be defined as an application within the identity provider to support the SSO integration.

Genesys Engage cloud supports the SAML 2.0 protocol as a standard interface to identity providers, and has successfully validated with popular IdPs, including Okta and Ping. Other identity providers can be supported provided they comply with SAML 2.0 and you validate the integration before using in production.
|Status=No
}}{{Section
|sectionHeading=How does SSO work for users?
|alignment=Horizontal
|Media=Image
|image=PEC_SSO_login.png
|structuredtext=Let's look at the login process for Agent Desktop with SSO enabled and Okta configured as the third-party identity provider. '''Note:''' The login flow is the same for all supported identity providers.

First, click the Agent Desktop icon in Genesys Portal and enter your username. You must log in to the application even though you're already logged in to your workstation.

Click '''Next'''. Genesys redirects you to Okta where you're prompted to enter your username and password. Once you log in with Okta, you're redirected back to Agent Desktop and automatically logged in. Alternatively, if you are already logged in with Okta when you click '''Next''', Genesys skips the Okta login and automatically logs you in to Agent Desktop.

Now that you're authenticated with the identity provider, you can choose any SSO-enabled application from Genesys Portal and you'll be automatically logged in without entering your credentials.

If you happen to close all browser tabs without logging out of the applications, you will remain logged in for five minutes. If a second window or browser is opened after five minutes, to either the same application or any other SSO-enabled application, you will once again be prompted for your credentials.
|Status=No
}}
|product=Draft:PEC-Admin
|urlname=SSO
}}

PEC-AS/Current/ManageCC/Email addresses and mailboxes

2020-09-15T00:24:41Z

Valentip: Published

{{Article
|Standalone=No
|DisplayName=Email addresses and mailboxes
|TocName=Email addresses and mailboxes
|Context=Set up agent mailboxes and specify additional From email addresses for agent responses.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext=Create and configure inbound and outbound mailboxes for your contact center through '''Digital Management''' in the '''Contact Center Settings''' section.
|Status=No
}}{{Section
|sectionHeading=Mailboxes
|alignment=Horizontal
|Media=Image
|image=ASEmailBoxes.png
|structuredtext=The '''Email Mailboxes''' sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right side of the view.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.
|Status=No
}}{{Section
|sectionHeading=Add or edit a mailbox
|anchor=Addoreditamailbox
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
To create a new mailbox, select either '''Inbound''' or '''Outbound''' from the '''Add Mailbox''' menu. A mailbox is created in a disabled state.

Mailboxes are enabled when they are assigned to a Digital application in Designer. If the application stream is disabled, so are the mailboxes assigned to it.

Once enabled, the selection box beside the mailbox turns red. The mailbox cannot be deleted until it is disabled.

'''Note:''' Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the '''Edit''' [[Image:IW_Edit_Case_Data_Button_850.png|link=]] button at the top of the page.

|image=ASInboundEmail2.png
}}

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

====Outbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}smtp-client
{{!}}N/A
{{!}}A read-only field to be displayed
{{!}}Outbound mailbox names are set as smtp-client
{{!}}-
{{!}}From Address
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The email address associated with this account
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The name used to log in to the corporate email server
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The password associated with this account
{{!}}-
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}SMTP
{{!}}Create and Edit
{{!}}The name of the corporate SMTP server
{{!}}}

====Inbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}N/A
{{!}}N/A
{{!}}Create only, Edit field is read-only
{{!}}Any valid login name associated with a POP/IMAP account
{{!}}-
{{!}}Max size
{{!}}Numeric: minimum = 5, maximum = 20
{{!}}5
{{!}}Range between 5 and 20
{{!}}Create and Edit
{{!}}The maximum size (in MB) of an incoming message
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The login name associated with the POP/IMAP account
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
'''Note:''' The user must type in a password.
{{!}}The password associated with this account
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}POP3, IMAP
{{!}}Select only
{{!}}Parameters of the corporate email server where the account resides
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Add From addresses
|alignment=Horizontal
|Media=Image
|image=ASManageEmail Address.png
|structuredtext=You can configure your agent's potential From addresses displayed in Agent Desktop drop-down list of outbound emails.

When setting up additional addresses, you must first select or create the Business Attribute folder that will contain the Attribute Values that are used as available addresses. These come from the addresses of email interactions.

Once your intended Business Attributes folder is selected, you can begin adding new From email addresses by entering the address '''Name''' and an associated '''Display name'''. Once you have updated the users profile, the new From email addresses will be available for the agent to use when they start a new session or restart their current session.
|Status=No
}}{{Section
|sectionHeading=Add or delete Business Attributes
|alignment=Vertical
|structuredtext=Business Attributes can be added and deleted within Agent Setup through the '''From Address''' field in the '''Outbound Mailbox''' window.

From the main '''Email Mailboxes''' window, select the outbound email mailbox name and click the '''Edit''' [[File:IW_Edit_Case_Data_Button_850.png|link= ]] button.

From the drop-down list under '''From Address''', select '''Add...'''. The '''Manage Email Addresses''' window opens. Here you can add a new Business Attribute, as well as delete an existing Business Attribute. ''(click to expand the image)''

[[File:Email_BA2_GAPI-19516.png|600x600px]]
|Status=No
}}{{Section
|sectionHeading=Setting up mailboxes for OAuth 2.0 authorization
|alignment=Vertical
|structuredtext=You can set up mailboxes for the OAuth 2.0 authorization access to Microsoft Exchange Online API for Office 365 with the IMAP and EWS protocols. To do this:

#Create a Microsoft Azure application.
#Add application permissions.
#Complete special mailbox settings.
{{AnchorDiv|CMAA}}
===Create a Microsoft Azure application===
OAuth defines the following grant types: authorization code, implicit, resource owner password credentials, and client credentials. The Genesys solution uses resource owner password credentials.

#Follow Steps 1-8 as described in {{#Widget:ExtLink|link=https://www.appypie.com/faqs/how-can-i-get-my-microsoft-acount-client-id-and-client-secret-key|displaytext=this documentation}} to register an Azure public client application for the mailbox(es) that will be accessed by Genesys E-mail Server. Note that a single Azure application can support all mailboxes for the same company.
#In step 6, for entering the name in Supported account types:
#*Select '''Accounts in any organizational directory (Any Azure AD directory – Multitenant)'''.
#*:'''Note:''' Single-tenant accounts, '''Accounts in this organizational directory only''', are also supported.
#*Leave the '''Redirect URI''' empty (as well as in Step 7).
#Copy and paste the Application (client) ID and the Directory (tenant) ID into a text document that will be submitted to Genesys to configure mailboxes to use OAuth2.

After the application is created, it should look similar to this:[[File:ems-app1.png|center|thumb|(Click to expand)]]Where '''esj_office365_imap''' is the Azure application name.
If you open the '''Supported account types''' and '''Redirect URIs''', it should look similar to this:[[File:ems-app2.png|center|thumb|(Click to expand)]]The '''Application ID URI''' should be empty:[[File:ems-app3.png|center|thumb|(Click to expand)]]
{{AnchorDiv|AAP}}
===Add application permissions===
Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.

You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API.

For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:[[File:ems-app4.png|center|thumb|(Click to expand)]]{{NoteFormat|
*For the EWS protocol, the Azure application must have the following permission:
*:User.Read
*:EWS.AccessAsUser.All
*For the IMAP protocol, the Azure application must have the following permission:
*:User.Read
*:IMAP.AccessAsUser.All}}
{{AnchorDiv|CMS}}
===Special mailbox settings===
The mailbox has the following special settings in the company’s system:

*Multifactor authentication is disabled on the mailbox.
*The IMAP protocol is enabled (if IMAP is used).
*The POP3 protocol is enabled (if POP3 is used). (Note that OAuth2 for POP3 is not supported yet.)
*Nothing is needed for the EWS protocol.

===Migrating existing mailboxes===
Genesys recommends that you create a mailbox for testing purposes to be used for migration to OAuth2. This test mailbox must also have its own credential. Ensure the Azure Application and mailbox setup is correct before migrating the mailboxes.

Contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care, to request mailboxes migration with the following data for each mailbox including the test mailbox:

*'''Mailbox Name''' and its values of the test mailbox

*'''directory-id'''—Specify the Directory (tenant) ID of the registered Microsoft Azure application for the test mailbox
*'''client-id'''—Specify the Client ID of the registered Microsoft Azure application for the test mailbox
*'''tenant-authority'''—Specify the authority server of the registered Microsoft Azure application if it is different from https://login.microsoftonline.com/
*Is it a test mailbox—Yes or No
{{NoteFormat|If you have service issues, please contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care.|}}
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Email addresses and mailboxes

2020-09-14T23:42:09Z

Valentip: Published

{{Article
|Standalone=No
|DisplayName=Email addresses and mailboxes
|TocName=Email addresses and mailboxes
|Context=Set up agent mailboxes and specify additional From email addresses for agent responses.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext=Create and configure inbound and outbound mailboxes for your contact center through '''Digital Management''' in the '''Contact Center Settings''' section.
|Status=No
}}{{Section
|sectionHeading=Mailboxes
|alignment=Horizontal
|Media=Image
|image=ASEmailBoxes.png
|structuredtext=The '''Email Mailboxes''' sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right side of the view.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.
|Status=No
}}{{Section
|sectionHeading=Add or edit a mailbox
|anchor=Addoreditamailbox
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
To create a new mailbox, select either '''Inbound''' or '''Outbound''' from the '''Add Mailbox''' menu. A mailbox is created in a disabled state.

Mailboxes are enabled when they are assigned to a Digital application in Designer. If the application stream is disabled, so are the mailboxes assigned to it.

Once enabled, the selection box beside the mailbox turns red. The mailbox cannot be deleted until it is disabled.

'''Note:''' Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the '''Edit''' [[Image:IW_Edit_Case_Data_Button_850.png|link=]] button at the top of the page.

|image=ASInboundEmail2.png
}}

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

====Outbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}smtp-client
{{!}}N/A
{{!}}A read-only field to be displayed
{{!}}Outbound mailbox names are set as smtp-client
{{!}}-
{{!}}From Address
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The email address associated with this account
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The name used to log in to the corporate email server
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The password associated with this account
{{!}}-
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}SMTP
{{!}}Create and Edit
{{!}}The name of the corporate SMTP server
{{!}}}

====Inbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}N/A
{{!}}N/A
{{!}}Create only, Edit field is read-only
{{!}}Any valid login name associated with a POP/IMAP account
{{!}}-
{{!}}Max size
{{!}}Numeric: minimum = 5, maximum = 20
{{!}}5
{{!}}Range between 5 and 20
{{!}}Create and Edit
{{!}}The maximum size (in MB) of an incoming message
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The login name associated with the POP/IMAP account
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
'''Note:''' The user must type in a password.
{{!}}The password associated with this account
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}POP3, IMAP
{{!}}Select only
{{!}}Parameters of the corporate email server where the account resides
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Add From addresses
|alignment=Horizontal
|Media=Image
|image=ASManageEmail Address.png
|structuredtext=You can configure your agent's potential From addresses displayed in Agent Desktop drop-down list of outbound emails.

When setting up additional addresses, you must first select or create the Business Attribute folder that will contain the Attribute Values that are used as available addresses. These come from the addresses of email interactions.

Once your intended Business Attributes folder is selected, you can begin adding new From email addresses by entering the address '''Name''' and an associated '''Display name'''. Once you have updated the users profile, the new From email addresses will be available for the agent to use when they start a new session or restart their current session.
|Status=No
}}{{Section
|sectionHeading=Add or delete Business Attributes
|alignment=Vertical
|Status=No
}}{{Section
|sectionHeading=Setting up mailboxes for OAuth 2.0 authorization
|alignment=Vertical
|structuredtext=You can set up mailboxes for the OAuth 2.0 authorization access to Microsoft Exchange Online API for Office 365 with the IMAP and EWS protocols. To do this:

#Create a Microsoft Azure application.
#Add application permissions.
#Complete special mailbox settings.
{{AnchorDiv|CMAA}}
===Create a Microsoft Azure application===
OAuth defines the following grant types: authorization code, implicit, resource owner password credentials, and client credentials. The Genesys solution uses resource owner password credentials.

#Follow Steps 1-8 as described in {{#Widget:ExtLink|link=https://www.appypie.com/faqs/how-can-i-get-my-microsoft-acount-client-id-and-client-secret-key|displaytext=this documentation}} to register an Azure public client application for the mailbox(es) that will be accessed by Genesys E-mail Server. Note that a single Azure application can support all mailboxes for the same company.
#In step 6, for entering the name in Supported account types:
#*Select '''Accounts in any organizational directory (Any Azure AD directory – Multitenant)'''.
#*:'''Note:''' Single-tenant accounts, '''Accounts in this organizational directory only''', are also supported.
#*Leave the '''Redirect URI''' empty (as well as in Step 7).
#Copy and paste the Application (client) ID and the Directory (tenant) ID into a text document that will be submitted to Genesys to configure mailboxes to use OAuth2.

After the application is created, it should look similar to this:[[File:ems-app1.png|center|thumb|(Click to expand)]]Where '''esj_office365_imap''' is the Azure application name.
If you open the '''Supported account types''' and '''Redirect URIs''', it should look similar to this:[[File:ems-app2.png|center|thumb|(Click to expand)]]The '''Application ID URI''' should be empty:[[File:ems-app3.png|center|thumb|(Click to expand)]]
{{AnchorDiv|AAP}}
===Add application permissions===
Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.

You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API.

For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:[[File:ems-app4.png|center|thumb|(Click to expand)]]{{NoteFormat|
*For the EWS protocol, the Azure application must have the following permission:
*:User.Read
*:EWS.AccessAsUser.All
*For the IMAP protocol, the Azure application must have the following permission:
*:User.Read
*:IMAP.AccessAsUser.All}}
{{AnchorDiv|CMS}}
===Special mailbox settings===
The mailbox has the following special settings in the company’s system:

*Multifactor authentication is disabled on the mailbox.
*The IMAP protocol is enabled (if IMAP is used).
*The POP3 protocol is enabled (if POP3 is used). (Note that OAuth2 for POP3 is not supported yet.)
*Nothing is needed for the EWS protocol.

===Migrating existing mailboxes===
Create a mailbox for testing purposes to be used for migration to OAuth2. This test mailbox must also have its own credentials. Ensure the Azure Application and mailbox setup is correct before migrating the mailboxes.

Contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care, to request mailboxes migration with the following data for each mailbox including the test mailbox:

*'''Mailbox Name''' and its values of the test mailbox

*'''directory-id'''—Specify the Directory (tenant) ID of the registered Microsoft Azure application for the test mailbox
*'''client-id'''—Specify the Client ID of the registered Microsoft Azure application for the test mailbox
*'''tenant-authority'''—Specify the authority server of the registered Microsoft Azure application if it is different from https://login.microsoftonline.com/
*'''Is it a test mailbox'''—Yes or No
{{NoteFormat|If you have service issues, please contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care.|}}
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Email addresses and mailboxes

2020-09-09T17:26:50Z

Valentip: Published

{{Article
|Standalone=No
|DisplayName=Email addresses and mailboxes
|TocName=Email addresses and mailboxes
|Context=Set up agent mailboxes and specify additional From email addresses for agent responses.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext=Create and configure inbound and outbound mailboxes for your contact center through '''Digital Management''' in the '''Contact Center Settings''' section.
|Status=No
}}{{Section
|sectionHeading=Mailboxes
|alignment=Horizontal
|Media=Image
|image=ASEmailBoxes.png
|structuredtext=The '''Email Mailboxes''' sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right side of the view.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.
|Status=No
}}{{Section
|sectionHeading=Add or edit a mailbox
|anchor=Addoreditamailbox
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
To create a new mailbox, select either '''Inbound''' or '''Outbound''' from the '''Add Mailbox''' menu. A mailbox is created in a disabled state.

Mailboxes are enabled when they are assigned to a Digital application in Designer. If the application stream is disabled, so are the mailboxes assigned to it.

Once enabled, the selection box beside the mailbox turns red. The mailbox cannot be deleted until it is disabled.

'''Note:''' Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the '''Edit''' [[Image:IW_Edit_Case_Data_Button_850.png|link=]] button at the top of the page.

|image=ASInboundEmail2.png
}}

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

====Outbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}smtp-client
{{!}}N/A
{{!}}A read-only field to be displayed
{{!}}Outbound mailbox names are set as smtp-client
{{!}}-
{{!}}From Address
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The email address associated with this account
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The name used to log in to the corporate email server
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The password associated with this account
{{!}}-
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}SMTP
{{!}}Create and Edit
{{!}}The name of the corporate SMTP server
{{!}}}

====Inbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}N/A
{{!}}N/A
{{!}}Create only, Edit field is read-only
{{!}}Any valid login name associated with a POP/IMAP account
{{!}}-
{{!}}Max size
{{!}}Numeric: minimum = 5, maximum = 20
{{!}}5
{{!}}Range between 5 and 20
{{!}}Create and Edit
{{!}}The maximum size (in MB) of an incoming message
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The login name associated with the POP/IMAP account
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
'''Note:''' The user must type in a password.
{{!}}The password associated with this account
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}POP3, IMAP
{{!}}Select only
{{!}}Parameters of the corporate email server where the account resides
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Add From addresses
|alignment=Horizontal
|Media=Image
|image=ASManageEmail Address.png
|structuredtext=You can configure your agent's potential From addresses displayed in Agent Desktop drop-down list of outbound emails.

When setting up additional addresses, you must first select or create the Business Attribute folder that will contain the Attribute Values that are used as available addresses. These come from the addresses of email interactions.

Once your intended Business Attributes folder is selected, you can begin adding new From email addresses by entering the address '''Name''' and an associated '''Display name'''. Once you have updated the users profile, the new From email addresses will be available for the agent to use when they start a new session or restart their current session.
|Status=No
}}{{Section
|sectionHeading=Add or delete Business Attributes
|alignment=Vertical
|structuredtext=Business Attributes can be added and deleted within Agent Setup through the '''From Address''' field in the '''Outbound Mailbox''' window.

From the main '''Email Mailboxes''' window, select the outbound email mailbox name and click the '''Edit''' [[File:IW_Edit_Case_Data_Button_850.png|link= ]] button.

From the drop-down list under '''From Address''', select '''Add...'''. The '''Manage Email Addresses''' window opens. Here you can add a new Business Attribute, as well as delete an existing Business Attribute. ''(click to expand the image)''

[[File:Email_BA2_GAPI-19516.png|600x600px]]
|Status=No
}}{{Section
|sectionHeading=Setting up mailboxes for OAuth 2.0 authorization
|alignment=Vertical
|structuredtext=You can set up mailboxes for the OAuth 2.0 authorization access to Microsoft Exchange Online API for Office 365 with the IMAP and EWS protocols. To do this:

#Create a Microsoft Azure application.
#Add application permissions.
#Complete special mailbox settings.
{{AnchorDiv|CMAA}}
===Create a Microsoft Azure application===

#Follow all the steps as described in {{#Widget:ExtLink|link=https://www.appypie.com/faqs/how-can-i-get-my-microsoft-acount-client-id-and-client-secret-key|displaytext=this documentation}} to create an Azure application for the mailbox(es) that will be accessed by Genesys E-mail Server. Note that a single Azure application can support all mailboxes for the same company.
#In step 6, for entering the name in Supported account types:
#*Select '''Accounts in any organizational directory (Any Azure AD directory – Multitenant)'''.
#*:'''Note:''' Single-tenant accounts, '''Accounts in this organizational directory only''', are also supported.
#*Leave the '''Redirect URI''' empty.
#Copy and paste the Application (client) ID and the Directory (tenant) ID into a text document that will be submitted to Genesys to configure mailboxes to use OAuth2.

After the application is created, it should look similar to this:[[File:ems-app1.png|center|thumb|(Click to expand)]]Where '''esj_office365_imap''' is the Azure application name.
If you open the '''Supported account types''' and '''Redirect URIs''', it should look similar to this:[[File:ems-app2.png|center|thumb|(Click to expand)]]The '''Application ID URI''' should be empty:[[File:ems-app3.png|center|thumb|(Click to expand)]]
{{AnchorDiv|AAP}}
===Add application permissions===
Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.

You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API.

For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:[[File:ems-app4.png|center|thumb|(Click to expand)]]{{NoteFormat|
*For the EWS protocol, the Azure application must have the following permission:
*:User.Read
*:EWS.AccessAsUser.All
*For the IMAP protocol, the Azure application must have the following permission:
*:User.Read
*:IMAP.AccessAsUser.All}}
{{AnchorDiv|CMS}}
===Special mailbox settings===
The mailbox has the following special settings in the company’s system:

*Multifactor authentication is disabled on the mailbox.
*The IMAP protocol is enabled (if IMAP is used).
*The POP3 protocol is enabled (if POP3 is used). (Note that OAuth2 for POP3 is not supported yet.)
*Nothing is needed for the EWS protocol.

===Migrating existing mailboxes===
Create a mailbox for testing purposes to be used for migration to OAuth2. This test mailbox must also have its own credentials. Ensure the Azure Application and mailbox setup is correct before migrating the mailboxes.

Contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care, to request mailboxes migration with the following data for each mailbox including the test mailbox:

*'''Mailbox Name''' and its values of the test mailbox

*'''directory-id'''—Specify the Directory (tenant) ID of the registered Microsoft Azure application for the test mailbox
*'''client-id'''—Specify the Client ID of the registered Microsoft Azure application for the test mailbox
*'''tenant-authority'''—Specify the authority server of the registered Microsoft Azure application if it is different from https://login.microsoftonline.com/
*'''Is it a test mailbox'''—Yes or No
{{NoteFormat|If you have service issues, please contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care.|}}
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Email addresses and mailboxes

2020-08-24T17:53:40Z

Valentip: Published

{{Article
|Standalone=No
|DisplayName=Email addresses and mailboxes
|TocName=Email addresses and mailboxes
|Context=Set up agent mailboxes and specify additional From email addresses for agent responses.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext=Create and configure inbound and outbound mailboxes for your contact center through '''Digital Management''' in the '''Contact Center Settings''' section.
|Status=No
}}{{Section
|sectionHeading=Mailboxes
|alignment=Horizontal
|Media=Image
|image=ASEmailBoxes.png
|structuredtext=The '''Email Mailboxes''' sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right side of the view.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.
|Status=No
}}{{Section
|sectionHeading=Add or edit a mailbox
|anchor=Addoreditamailbox
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
To create a new mailbox, select either '''Inbound''' or '''Outbound''' from the '''Add Mailbox''' menu. A mailbox is created in a disabled state.

Mailboxes are enabled when they are assigned to a Digital application in Designer. If the application stream is disabled, so are the mailboxes assigned to it.

Once enabled, the selection box beside the mailbox turns red. The mailbox cannot be deleted until it is disabled.

'''Note:''' Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the '''Edit''' [[Image:IW_Edit_Case_Data_Button_850.png|link=]] button at the top of the page.

|image=ASInboundEmail2.png
}}

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

====Outbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}smtp-client
{{!}}N/A
{{!}}A read-only field to be displayed
{{!}}Outbound mailbox names are set as smtp-client
{{!}}-
{{!}}From Address
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The email address associated with this account
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The name used to log in to the corporate email server
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The password associated with this account
{{!}}-
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}SMTP
{{!}}Create and Edit
{{!}}The name of the corporate SMTP server
{{!}}}

====Inbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}N/A
{{!}}N/A
{{!}}Create only, Edit field is read-only
{{!}}Any valid login name associated with a POP/IMAP account
{{!}}-
{{!}}Max size
{{!}}Numeric: minimum = 5, maximum = 20
{{!}}5
{{!}}Range between 5 and 20
{{!}}Create and Edit
{{!}}The maximum size (in MB) of an incoming message
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The login name associated with the POP/IMAP account
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
'''Note:''' The user must type in a password.
{{!}}The password associated with this account
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}POP3, IMAP
{{!}}Select only
{{!}}Parameters of the corporate email server where the account resides
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Add From addresses
|alignment=Horizontal
|Media=Image
|image=ASManageEmail Address.png
|structuredtext=You can configure your agent's potential From addresses displayed in Agent Desktop drop-down list of outbound emails.

When setting up additional addresses, you must first select or create the Business Attribute folder that will contain the Attribute Values that are used as available addresses. These come from the addresses of email interactions.

Once your intended Business Attributes folder is selected, you can begin adding new From email addresses by entering the address '''Name''' and an associated '''Display name'''. Once you have updated the users profile, the new From email addresses will be available for the agent to use when they start a new session or restart their current session.
|Status=No
}}{{Section
|sectionHeading=Add or delete Business Attributes
|alignment=Vertical
|structuredtext=Business Attributes can be added and deleted within Agent Setup through the '''From Address''' field in the '''Outbound Mailbox''' window.

From the main '''Email Mailboxes''' window, select the outbound email mailbox name and click the '''Edit''' [[File:IW_Edit_Case_Data_Button_850.png|link= ]] button.

From the drop-down list under '''From Address''', select '''Add...'''. The '''Manage Email Addresses''' window opens. Here you can add a new Business Attribute, as well as delete an existing Business Attribute. ''(click to expand the image)''

[[File:Email_BA2_GAPI-19516.png|600x600px]]
|Status=No
}}{{Section
|sectionHeading=Setting up mailboxes for OAuth 2.0 authorization
|alignment=Vertical
|structuredtext=You can set up mailboxes for the OAuth 2.0 authorization access to Microsoft Exchange Online API for Office 365 with the IMAP and EWS protocols. To do this:

#Create a Microsoft Azure application.
#Add application permissions.
#Complete special mailbox settings.
{{AnchorDiv|CMAA}}
===Create a Microsoft Azure application===

#Follow all the steps as described in {{#Widget:ExtLink|link=https://www.appypie.com/faqs/how-can-i-get-my-microsoft-acount-client-id-and-client-secret-key|displaytext=this documentation}} to create an Azure application for the mailbox(es) that will be accessed by Genesys E-mail Server. Note that a single Azure application can support all mailboxes for the same company.
#In step 6, for entering the name in Supported account types:
#*Select '''Accounts in any organizational directory (Any Azure AD directory – Multitenant)'''.
#*:'''Note:''' Single-tenant accounts, '''Accounts in this organizational directory only''', are also supported.
#*Leave the '''Redirect URI''' empty.
#Copy and paste the Application (client) ID and the Directory (tenant) ID into a text document that will be submitted to Genesys to configure mailboxes to use OAuth2.

After the application is created, it should look similar to this:[[File:ems-app1.png|center|thumb|(Click to expand)]]Where '''esj_office365_imap''' is the Azure application name.
If you open the '''Supported account types''' and '''Redirect URIs''', it should look similar to this:[[File:ems-app2.png|center|thumb|(Click to expand)]]The '''Application ID URI''' should be empty:[[File:ems-app3.png|center|thumb|(Click to expand)]]
{{AnchorDiv|AAP}}
===Add application permissions===
Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.

You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API.

For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:[[File:ems-app4.png|center|thumb|(Click to expand)]]{{NoteFormat|
*For the EWS protocol, the Azure application must have the following permission:
*:User.Read
*:EWS.AccessAsUser.All
*For the IMAP protocol, the Azure application must have the following permission:
*:User.Read
*:IMAP.AccessAsUser.All}}
{{AnchorDiv|CMS}}
===Special mailbox settings===
The mailbox has the following special settings in the company’s system:

*Multifactor authentication is disabled on the mailbox.
*The IMAP protocol is enabled (if IMAP is used).
*The POP3 protocol is enabled (if POP3 is used). (Note that OAuth2 for POP3 is not supported yet.)
*Nothing is needed for the EWS protocol.

===Migrating existing mailboxes===
Genesys recommends that you create a mailbox for testing purposes to be used for migration to OAuth2. This test mailbox must also have its own credentials. Ensure the Azure Application and mailbox setup is correct before migrating the mailboxes.

Contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care, to request mailboxes migration with the following data for each mailbox including the test mailbox:

*'''Mailbox Name''' and its values of the test mailbox

*'''directory-id'''—Specify the Directory (tenant) ID of the registered Microsoft Azure application for the test mailbox
*'''client-id'''—Specify the Client ID of the registered Microsoft Azure application for the test mailbox
*'''tenant-authority'''—Specify the authority server of the registered Microsoft Azure application if it is different from https://login.microsoftonline.com/
*'''Is it a test mailbox'''—Yes or No
{{NoteFormat|If you have service issues, please contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care.|}}
|Status=No
}}
}}

File:Ems-app4.png

2020-08-19T21:09:01Z

Valentip:

File:Ems-app3.png

2020-08-19T21:08:27Z

Valentip:

File:Ems-app2.png

2020-08-19T21:07:18Z

Valentip:

File:Ems-app1.png

2020-08-19T21:06:02Z

Valentip:

File:Genesys Portal Login Recording.png

2020-06-09T20:50:45Z

Valentip:

PEC-Admin/Current/Admin/SSO

2020-06-09T17:32:42Z

Valentip: Published

{{Article
|Standalone=No
|DisplayName=Single sign-on
|TocName=Single sign-on
|Context=Learn how single sign-on is supported in PureEngage.
|ComingSoon=No
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Most PureEngage Cloud applications allow a logged-in user to navigate across those applications without prompting for credentials again. It can also be configured to use {{#Widget:ExtLink|link=https://en.wikipedia.org/wiki/SAML_2.0|displaytext=SAML 2.0}} for integrations with third-party identity providers such as Okta or Google. There are many advantages to enabling single sing-on (SSO) in PureEngage Cloud—for example:

*Users need to remember only one password.
*User credentials are managed by a third-party identity provider.
*Users only need to log in once to gain access to PureEngage Cloud applications that have SSO enabled and non-Genesys applications that use the same identity provider.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=SSO support by application
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext={{{!}} border="1"
{{!}}-
!{{!}}Applications
!{{!}}Single Sign On Support
{{!}}-
{{!}}{{!}}Agent Desktop
{{!}}{{!}}Yes
{{!}}-
{{!}}{{!}}Agent Setup
{{!}}{{!}}Yes
{{!}}-
{{!}}{{!}}Callback
{{!}}{{!}}Yes*
{{!}}-
{{!}}{{!}}Cloud Data Download Service
{{!}}{{!}}Yes
{{!}}-
{{!}}{{!}}CX Contact
{{!}}{{!}}Yes
{{!}}-
{{!}}{{!}}Designer
{{!}}{{!}}Future Roadmap
{{!}}-
{{!}}{{!}}Developer Console
{{!}}{{!}}Yes
{{!}}-
{{!}}{{!}}Genesys CX Insights
{{!}}{{!}}Future Roadmap
{{!}}-
{{!}}{{!}}Genesys Softphone
{{!}}{{!}}Yes*
{{!}}-
{{!}}{{!}}Screen Recording
{{!}}{{!}}Yes*
{{!}}-
{{!}}{{!}}Real-Time Reporting (Pulse)
{{!}}{{!}}Future Roadmap
{{!}}-
{{!}}{{!}}Gplus Adapter Salesforce
{{!}}{{!}}Future Roadmap
{{!}}-
{{!}}{{!}}QM, Recording and Speech Analytics
{{!}}{{!}}Future Roadmap
{{!}}-
{{!}}{{!}}Workforce Management
{{!}}{{!}}Future Roadmap
{{!}}-
{{!}}{{!}}Agent Scripting Administration
{{!}}{{!}}No
{{!}}-
{{!}}{{!}}Interactive Insights
{{!}}{{!}}No
{{!}}-
{{!}}{{!}}Outbound
{{!}}{{!}}No
{{!}}-
{{!}}{{!}}Platform Administration (GAX)
''Includes plug-ins like eServices Manager and IVR Administration''
{{!}}{{!}}Future Roadmap
{{!}}}
<nowiki>*</nowiki>Some conditions may apply. Contact your Genesys representative for more information.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configuring SSO in PureEngage
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To enable Single Sign-On for your environments, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Single_Sign-On}} in Agent Setup.

{{NoteFormat|SSO can be configured for different groups and you can have multiple identity providers, as long as there is only one per region.}}

If you're planning to enable SSO, consider the following conventions for creating users:

*The domain declared in the identity provider metadata should be part of the user name stored within Genesys, to create the most seamless experience. (Example: <tt>john@mycompany.com</tt>) Otherwise, users would need to enter a Tenant or enter the domain before their username. (Example: <tt>mycompany\john</tt>)
*The username provisioned within PureEngage Cloud should match the username in the external identity provider.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configuring SSO in the identity provider
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=PureEngage Cloud must be defined as an application within the identity provider to support the SSO integration. Specific details for uploading PureEngage Cloud metadata and configuring claims will be published soon, but are available now by contacting your Genesys representative. Identity providers currently supported include:

*Okta
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=How does SSO work for users?
|anchor=
|alignment=Horizontal
|Media=Image
|image=PEC_SSO_login.png
|structuredtext=Let's look at the login process for Agent Desktop with SSO enabled and Okta configured as the third-party identity provider. '''Note:''' The login flow is the same for all supported identity providers.

First, click the Agent Desktop icon in Genesys Portal and enter your username. You must log in to the application even though you're already logged in to your workstation.

Click '''Next'''. Genesys redirects you to Okta where you're prompted to enter your username and password. Once you log in with Okta, you're redirected back to Agent Desktop and automatically logged in. Alternatively, if you are already logged in with Okta when you click '''Next''', Genesys skips the Okta login and automatically logs you in to Agent Desktop.

Now that you're authenticated with the identity provider, you can choose any SSO-enabled application from Genesys Portal and you'll be automatically logged in without entering your credentials.

If you happen to close all browser tabs without logging out of the applications, you will remain logged in for five minutes. If a second window or browser is opened after five minutes, to either the same application or any other SSO-enabled application, you will once again be prompted for your credentials.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
|product=Draft:PEC-Admin
|urlname=SSO
}}

PEC-Admin

2020-06-09T01:18:40Z

Valentip: Published

{{MintyDocsProduct
|WithTabber=
|UserFunctions=
|displayname=Administrator
|contentarea=Genesys Engage Multicloud
|landingpage=No
|definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.
|Platforms=PureEngage
|ComingSoon=No
|MintyDocsProductLandingSections={{MintyDocsProductLandingSections
|Type=Get Started
|Title=Get started
|Description=
|Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with PureEngage}}
*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}
*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}
|Columns=No
}}{{MintyDocsProductLandingSections
|Platform=PureEngage
|Type=Release Notes
|Title=
|Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage Cloud Release Notes]
|Links=
|Columns=No
}}{{MintyDocsProductLandingSections
|Type=XYZ Documentation
|Title=Manage your contact center
|Description=
|Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}
*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage call routing}}
*{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}
*{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}
|Columns=No
}}{{MintyDocsProductLandingSections
|Type=XYZ Documentation
|Title=Configure and view reports
|Description=
|Links=*{{Link-Standalone|topic=PEC-REP/HIW}}
*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}
*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}
*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}
|Columns=
}}{{MintyDocsProductLandingSections
|Type=XYZ Documentation
|Title=Set up outbound campaigns
|Description=
|Links=*{{Link-Standalone|topic=PEC-OU/HIW}}
*{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}
*{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}
|Columns=No
}}{{MintyDocsProductLandingSections
|Type=XYZ Documentation
|Title=Route interactions to agents
|Description=
|Links=*{{Link-Standalone|topic=PEC-ROU/HIW}}
*{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}
*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}
|Columns=
}}{{MintyDocsProductLandingSections
|Type=XYZ Documentation
|Title=Recording, Quality Management and Speech Analytics
|Description=
|Links=*{{Link-Standalone|topic=PEC-REC/HIW}}
|Columns=
}}{{MintyDocsProductLandingSections
|Type=XYZ Documentation
|Title=Manage your workforce
|Description=
|Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}
|Columns=
}}{{MintyDocsProductLandingSections
|Type=XYZ Documentation
|Title=Connect with customers later
|Description=
|Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}
*{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}
|Columns=
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Draft:PEC-Admin

2020-06-09T01:17:58Z

Valentip:

PEC-OU/Current/CXContact/GetStarted

2020-06-09T01:03:37Z

Valentip: Published

{{GetStarted
|DisplayName=Get started with CX Contact
|Role=Administrator
|TocName=Get started with CX Contact
|ComingSoon=No
|Context=Learn how to get started with the CX Contact application.
|appname=CX Contact
|overviewtext=CX Contact is an outbound campaign management application used to create, manage, and monitor outbound voice, SMS, and email campaigns.

CX Contact's intuitive web-based application enables you to run, manage, and monitor Outbound voice, SMS, and email campaigns. The video below explains some of its core capabilities.

{{#widget:Vimeo|id=297189522|width=800|height=350}}
|requirements=
|logintype=No
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|abouttext=The CX Contact user interface is broken up into five tabs, each handling a set of tasks. This section gives a brief overview of each tab.
|UITab={{UITab
|uiheading=Campaigns tab
|uialignment=Horizontal
|uiimage=
|uigif=No
|uivideo=297982995
|uianchor=
|uitext=Use the Campaigns tab to handle all tasks related to the configuration and management of campaigns, including:

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*Define call treatments.
*View campaign statistics in real-time.
|uifullwidth=No
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}}{{UITab
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|uiimage=
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|uitext=Use the Lists tab to create and work with contact lists. Key capabilities include the following:

*apply upload rules to a list
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*create list labeling schemas
*create data mapping schemas
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}}{{UITab
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PEC-OU/Current/CXContact/GetStarted

2020-06-09T01:00:41Z

Valentip: Published

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*create data mapping schemas
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PEC-Admin

2020-06-09T00:56:06Z

Valentip: Published

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Draft:PEC-Admin

2020-06-09T00:55:49Z

Valentip:

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