PEC-CAB/Current/Administrator/CallbackDeveloper - Revision history

WikiSysop at 19:01, October 11, 2022

2022-10-11T19:01:15Z

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

2021-11-09T21:15:31Z

Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:12:46Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Corinneh: Published

2020-10-19T14:52:02Z

Published

Corinneh: Published

2020-10-05T23:10:02Z

Published

Corinneh: Published

2020-10-02T20:35:02Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:54Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:12Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:25Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Corinneh: Published

2020-06-29T20:03:49Z

Published

@@ Line 13: / Line 13: @@
 Callback Administrators, Supervisors, or Developers have access to the '''Tools''' tab.
 |Status=No
 }}{{Section
-|sectionHeading=Displaying Errors
+|sectionHeading=Displaying errors
 |anchor=view_errors
 |alignment=Horizontal
@@ Line 27: / Line 29: @@
 |Media=Video
 |image=426034202
-|structuredtext=This video describes the built-in callback purging feature. If you have regular business hours configured in Designer, then Callback automatically purges callbacks at the end of your business day. For global businesses, this helps to prevent such things as overnight callbacks to customers. You also have the option to purge callbacks after a specific duration of time has elapsed, if there are callbacks that cannot be processed within that time. This is helpful if your contact centers are open 24/7.
+|structuredtext=This video describes the built-in callback purging feature. If you have regular business hours configured in Designer, then Callback automatically purges callbacks at the end of your business day. For global businesses, this helps to prevent such things as overnight callbacks to customers. You also have the option to purge callbacks after a specific duration of time has elapsed. This is helpful if your contact centers are open 24/7.
 |structuredtextwide=The video explains these options, provides some tips about how to use the purging feature, and describes how the purging feature works in some common scenarios.
 |Status=No
 }}{{Section
-|sectionHeading=Viewing CORS Domains
+|sectionHeading=Viewing CORS domains
 |anchor=cors_domains
 |alignment=Horizontal
 |Media=Image
 |image=GES-Designer_allowed-cors-domains-page.png
-|structuredtext=To access Genesys Engagement Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The '''Developer''' tab includes an '''Allowed CORS Domains''' page, which you can access from the '''Developer''' tab menu. On the '''Allowed CORS Domains''' page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed.
+|structuredtext=To access Genesys Engagement Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The '''Developer''' tab includes an '''Allowed CORS Domains''' page, which you can access from the '''Developer''' tab menu. On the '''Allowed CORS Domains''' page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed. The list of origins on the '''Allowed CORS Domains''' page is read-only.
-|structuredtextwide=The list of origins on the '''Allowed CORS Domains''' page is read-only. To add cross-origin resources to the list, you must contact your Genesys representative. {{NoteFormat|If you do not currently have the '''Allowed CORS Domains''' page in your Callback UI, contact Genesys Customer Care to request it.|2}}<br />
+|structuredtextwide={{{!}} class="wikitable"
 |Status=No
 }}{{Section
-|sectionHeading=Validating your API Key
+|sectionHeading=Validating your API key
 |anchor=validate_api_key
 |alignment=Horizontal
@@ Line 83: / Line 89: @@
 |anchor=BookCallbackWithAPI
 |alignment=Vertical
-|structuredtext=When you book a callback using the Callback UI or the [https://developer.genhtcc.com/reference/engagement/Callbacks/ /callbacks/create API], the callback is booked regardless of the specified office hours or whether the virtual queue is enabled for immediate or scheduled callbacks. When you use the Callback UI to book a callback and you select Scheduled for the callback type, then only available timeslots are returned for the hours configured, but when you use the create API to book the callback, the slot availability is not checked. Genesys recommends that you use the other Genesys Engagement Services (GES) APIs to check those parameters before booking the callback. The following APIs are relevant in this situation:
+|structuredtext=When you book a callback using the Callback UI or the [https://developer.genesyscloud.com/reference/engagement/Callbacks/index.html /callbacks/create API], the callback is booked regardless of the specified office hours or whether the virtual queue is enabled for immediate or scheduled callbacks.
-*To check if the office is open (configured in the '''Business Hours''' column in the CALLBACK_SETTINGS data table), use the [https://developer.genhtcc.com/reference/engagement/Availability/index.html /callbacks/open-for API].
+*The current time.
-*To check which scheduled callback timeslots are available (configured in the '''Business Hours''', '''Slot Capacity''', and '''Slot Duration''' columns in the CALLBACK_SETTINGS data table), use the [https://developer.genhtcc.com/reference/engagement/Availability/index.html /callbacks/availability API].
+*The current estimated wait time.
-*To check the values of '''Immediate Enabled''' and '''Scheduled Enabled''', use the [https://developer.genesyscloud.com/reference/engagement/Queue-Status/index.html /callbacks/queue-status API].
+*'''Immediate Offer Hours''', if configured.
-For the list of callback settings stored in the Callback Settings data table, see {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}} in the ''Designer User's Guide''.
+{{!}}-
 |Status=No
 }}{{Section

@@ Line 36: / Line 36: @@
 |Media=Image
 |image=GES-Designer_allowed-cors-domains-page.png
-|structuredtext=To access Genesys Multicloud CXment Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The '''Developer''' tab includes an '''Allowed CORS Domains''' page, which you can access from the '''Developer''' tab menu. On the '''Allowed CORS Domains''' page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed.
+|structuredtext=To access Genesys Engagement Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The '''Developer''' tab includes an '''Allowed CORS Domains''' page, which you can access from the '''Developer''' tab menu. On the '''Allowed CORS Domains''' page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed.
 |structuredtextwide=The list of origins on the '''Allowed CORS Domains''' page is read-only. To add cross-origin resources to the list, you must contact your Genesys representative. {{NoteFormat|If you do not currently have the '''Allowed CORS Domains''' page in your Callback UI, contact Genesys Customer Care to request it.|2}}<br />
 |Status=No
@@ Line 83: / Line 83: @@
 |anchor=BookCallbackWithAPI
 |alignment=Vertical
-|structuredtext=When you book a callback using the Callback UI or the [https://developer.genhtcc.com/reference/engagement/Callbacks/ /callbacks/create API], the callback is booked regardless of the specified office hours or whether the virtual queue is enabled for immediate or scheduled callbacks. When you use the Callback UI to book a callback and you select Scheduled for the callback type, then only available timeslots are returned for the hours configured, but when you use the create API to book the callback, the slot availability is not checked. Genesys recommends that you use the other Genesys Multicloud CXment Services (GES) APIs to check those parameters before booking the callback. The following APIs are relevant in this situation:
+|structuredtext=When you book a callback using the Callback UI or the [https://developer.genhtcc.com/reference/engagement/Callbacks/ /callbacks/create API], the callback is booked regardless of the specified office hours or whether the virtual queue is enabled for immediate or scheduled callbacks. When you use the Callback UI to book a callback and you select Scheduled for the callback type, then only available timeslots are returned for the hours configured, but when you use the create API to book the callback, the slot availability is not checked. Genesys recommends that you use the other Genesys Engagement Services (GES) APIs to check those parameters before booking the callback. The following APIs are relevant in this situation:
 *To check if the office is open (configured in the '''Business Hours''' column in the CALLBACK_SETTINGS data table), use the [https://developer.genhtcc.com/reference/engagement/Availability/index.html /callbacks/open-for API].

@@ Line 36: / Line 36: @@
 |Media=Image
 |image=GES-Designer_allowed-cors-domains-page.png
-|structuredtext=To access Genesys Engagement Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The '''Developer''' tab includes an '''Allowed CORS Domains''' page, which you can access from the '''Developer''' tab menu. On the '''Allowed CORS Domains''' page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed.
+|structuredtext=To access Genesys Multicloud CXment Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The '''Developer''' tab includes an '''Allowed CORS Domains''' page, which you can access from the '''Developer''' tab menu. On the '''Allowed CORS Domains''' page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed.
 |structuredtextwide=The list of origins on the '''Allowed CORS Domains''' page is read-only. To add cross-origin resources to the list, you must contact your Genesys representative. {{NoteFormat|If you do not currently have the '''Allowed CORS Domains''' page in your Callback UI, contact Genesys Customer Care to request it.|2}}<br />
 |Status=No
@@ Line 83: / Line 83: @@
 |anchor=BookCallbackWithAPI
 |alignment=Vertical
-|structuredtext=When you book a callback using the Callback UI or the [https://developer.genhtcc.com/reference/engagement/Callbacks/ /callbacks/create API], the callback is booked regardless of the specified office hours or whether the virtual queue is enabled for immediate or scheduled callbacks. When you use the Callback UI to book a callback and you select Scheduled for the callback type, then only available timeslots are returned for the hours configured, but when you use the create API to book the callback, the slot availability is not checked. Genesys recommends that you use the other Genesys Engagement Services (GES) APIs to check those parameters before booking the callback. The following APIs are relevant in this situation:
+|structuredtext=When you book a callback using the Callback UI or the [https://developer.genhtcc.com/reference/engagement/Callbacks/ /callbacks/create API], the callback is booked regardless of the specified office hours or whether the virtual queue is enabled for immediate or scheduled callbacks. When you use the Callback UI to book a callback and you select Scheduled for the callback type, then only available timeslots are returned for the hours configured, but when you use the create API to book the callback, the slot availability is not checked. Genesys recommends that you use the other Genesys Multicloud CXment Services (GES) APIs to check those parameters before booking the callback. The following APIs are relevant in this situation:
 *To check if the office is open (configured in the '''Business Hours''' column in the CALLBACK_SETTINGS data table), use the [https://developer.genhtcc.com/reference/engagement/Availability/index.html /callbacks/open-for API].

@@ Line 68: / Line 68: @@
 |structuredtext=To view GWS statistics information through Callback's Statistics API, you must register your credentials on the '''Credential Management''' > '''GWS Credentials''' tab before you can retrieve the statistics.
-For additional information about the Callback APIs, see [https://docs.genesys.com/Documentation/PSAAS/draft/Administrator/CallbackRESTAPIsandTutorials Genesys Engage REST APIs and Tutorials for Callback].
+For additional information about the Callback APIs, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackRESTAPIsandTutorials}}.
 |Status=No
 }}{{Section

@@ Line 88: / Line 88: @@
 *To check which scheduled callback timeslots are available (configured in the '''Business Hours''', '''Slot Capacity''', and '''Slot Duration''' columns in the CALLBACK_SETTINGS data table), use the [https://developer.genhtcc.com/reference/engagement/Availability/index.html /callbacks/availability API].
 *To check the values of '''Immediate Enabled''' and '''Scheduled Enabled''', use the [https://developer.genesyscloud.com/reference/engagement/Queue-Status/index.html /callbacks/queue-status API].
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=The Callback UI includes a number of troubleshooting and validation tools, available as menu options under the '''Developer''' and '''Tools''' tabs. This page describes those tools and also describes some features for which you might need to investigate the existing configuration as part of your troubleshooting effort.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Callback

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Using the Callback UI to troubleshoot or validate functionality
+|DisplayName=Troubleshooting and validating functionality
-|TocName=Using the Callback UI to troubleshoot or validate functionality
+|TocName=Troubleshooting and validating functionality
-|Context=The Callback UI includes tools designed primarily for use by Callback Developers, but which some Callback Administrators will also use. You can find most of these tools as menu options under the '''Developer''' tab. The '''Tools''' tab also includes an option that lets you {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackDeveloper|anchor=RefreshingConfigData|display text=force a refresh}} of Tenant configuration data, which you might use during the migration from an older version of Callback.
+|Context=The Callback UI includes a number of troubleshooting and validation tools, available as menu options under the '''Developer''' and '''Tools''' tabs. This page describes those tools and also describes some features for which you might need to investigate the existing configuration as part of your troubleshooting effort.
 |ComingSoon=No
 |Platform=PureEngage
 |Role=Administrator
 |Application=Callback
 |Section={{Section
 |alignment=Vertical
 |structuredtext=To view the '''Developer''' tab in the Callback UI, you must be assigned to the '''Callback Administrator''' or '''Callback Developer''' {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=role}}.
 Callback Administrators, Supervisors, or Developers have access to the '''Tools''' tab.
 |Status=No
 }}{{Section
@@ Line 27: / Line 20: @@
 |Media=Image
 |image=Callback_Developer-tab_errors.png
-|structuredtext=The '''Developer''' > '''Errors''' page displays the list of errors related to your Callback API queries. If you select one of the listed errors, the tab displays more information in the right-hand panel. When an API call returns an error, the response includes a correlation ID. Use this correlation ID as input for the '''Search''' field to find more information about a specific API call.
+|structuredtext=The '''Developer''' > '''Errors''' page displays the list of errors related to your Callback API queries. It is designed to help you solve API issues when developing an application using the REST APIs. When an API call returns an error, the response includes a correlation ID. Use this correlation ID as input for the '''Search''' field to find more information about a specific API call.
+|Status=No
-This should help you to solve API issues when developing an application using the REST APIs.
+}}{{Section
-|structuredtextwide=
+|sectionHeading=Video: Purging callbacks
-|FAQHeading=
+|alignment=Horizontal
 |Status=No
 }}{{Section
@@ Line 41: / Line 38: @@
 |structuredtext=To access Genesys Engagement Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The '''Developer''' tab includes an '''Allowed CORS Domains''' page, which you can access from the '''Developer''' tab menu. On the '''Allowed CORS Domains''' page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed.
 |structuredtextwide=The list of origins on the '''Allowed CORS Domains''' page is read-only. To add cross-origin resources to the list, you must contact your Genesys representative. {{NoteFormat|If you do not currently have the '''Allowed CORS Domains''' page in your Callback UI, contact Genesys Customer Care to request it.|2}}<br />
 |Status=No
 }}{{Section
@@ Line 50: / Line 46: @@
 |image=GES-ValidateAPIKey.png
 |structuredtext=If your {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackRLP|anchor=|display text=permissions}} allow it, the '''Developer''' tab menu includes '''API Key Validation'''.
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Image
@@ Line 63: / Line 55: @@
 *If your API Key is incorrect, the UI displays '''Invalid API Key'''.
 *If your API Key is valid, the UI displays '''Valid API Key'''.
 |Status=No
 }}{{Section
@@ Line 70: / Line 60: @@
 |anchor=UsingCredentialManagement
 |alignment=Vertical
-|Media=
+|structuredtext=The '''Developer''' tab menu includes '''Credential Management,''' if you have sufficient permissions to view this part of the interface. Use '''Credential Management''' to register, manage, and test credentials for features within your Callback environment and features that work within other supported delivery networks.
-|image=
+|Status=No
-|structuredtext=The '''Developer''' tab menu includes '''Credential Management''' if you have sufficient permissions to view this part of the interface. Use '''Credential Management''' to manage and test credentials for features within your Callback environment and features such as Push Notifications that work within other supported delivery networks.
+}}{{Section
-On the '''Credential Management''' page, you can manage and test credentials and functionality for the following features:
+For additional information about the Callback APIs, see [https://docs.genesys.com/Documentation/PSAAS/draft/Administrator/CallbackRESTAPIsandTutorials PureEngage REST APIs and Tutorials for Callback].
 *{{Link-SomewhereInThisManual|topic=CallbackPushNotification|anchor=top|display text=Push Notification}}
 *{{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackCaptcha|display text=CAPTCHA}}
-|structuredtextwide=
-|FAQHeading=
+Click the feature name to find information about how to provision these features for use with Callback.
 |Status=No
 }}{{Section
@@ Line 93: / Line 91: @@
 Once you are fully migrated to the latest version of Callback, there is no data in the UI that will be impacted by selecting this menu option.
 |Status=No
 }}
 }}
 <!-- (GES-1108) -->

PEC-CAB/Current/Administrator/CallbackDeveloper - Revision history

WikiSysop at 19:01, October 11, 2022

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Corinneh: Published

Corinneh: Published

Corinneh: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Corinneh: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"