PEC-DC/Current/DCPEGuide/ProvisionSMS - Revision history

Balaji: Published

2022-08-01T05:41:51Z

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Balaji: Published

2022-07-11T03:46:28Z

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

2021-11-09T21:28:57Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

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

2021-11-09T21:12:58Z

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

Julie.munn@genesys.com: Published

2021-10-29T17:44:22Z

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{{Article
|Standalone=No
|DisplayName=Provision SMS
|TocName=Provision SMS
|Context=Learn how to enable SMS media and outbound email campaigns for Digital Channels.
|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 nodes, so you’ll see that name referenced throughout this document.|}}
Digital Channels can handle SMS media and outbound email campaigns using either Genesys Messaging Aggregation from Genesys Cloud or a third-party aggregator through a custom gateway.

See the network diagram below for details.

[[File:SMS Email Integration Nexus.jpg]]After completing the setup steps on this page, you will be able to:

*Receive SMS messages from your consumers on your corporate numbers and allow a Designer application or agent to respond to them.
*Use outgoing SMS and email 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=enableMA|display text=Set up Digital Channels to use Genesys Messaging Aggregation}}
*:OR
*{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=customgateway|display text=Set up Digital Channels to use a custom gateway}}
|Status=No
}}{{Section
|sectionHeading=Set up Digital Channels to use Genesys Messaging Aggregation
|anchor=enableMA
|alignment=Vertical
|structuredtext=Complete the steps in this section to set up Digital Channels to use Genesys Messaging Aggregation as its SMS gateway. Here's a breakdown of the tasks:

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAPrerequisites|display text=prerequisites}} table and make sure you have the information listed.
#Contact your Genesys representative to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACloudOrg|display text=create a Genesys Cloud organization}} and get administrator user credentials. Your Genesys representative also must add the Genesys Messaging Aggregation product to your organization.
#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACredendials|display text=Create the Digital Channels integration in Genesys Cloud}}. 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}}.
#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 phone numbers and 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 organization===
Contact your Genesys representative to create a Genesys Cloud organization and get administrator user credentials. Your Genesys representative also must add the Genesys Messaging Aggregation product to your organization.

Make sure your Genesys representative provides you with the details in the '''Genesys Cloud information''' table.
{{{!}} class="wikitable"
{{!}}+Genesys Cloud information
!Parameter
!Variable
!Type
!Example
!Notes
{{!}}-
{{!}}Genesys Cloud Organization ID
{{!}}$orgId
{{!}}UUID string
{{!}}47d8329d-1c28-4c86-9374-5596bddfee15
{{!}}Your Genesys Cloud organization ID.
{{!}}-
{{!}}Genesys Cloud Organization admin user credentials
{{!}}$orgUsername
$orgPassword
{{!}}string
{{!}}admin-user / admin-password
{{!}}The username and password for an account with administrative permissions for this organization.
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud Login URL
{{!}}$gcLoginURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}}<nowiki>https://login.mypurecloud.com</nowiki>
{{!}}Your Genesys Cloud login URL (depends on your organization region).
{{!}}-
{{!}} colspan="1"{{!}}Genesys Cloud API URL
{{!}} colspan="1"{{!}}$gcAPIURL
{{!}} colspan="1"{{!}}HTTPS URL string
{{!}} colspan="1"{{!}}<nowiki>https://api.mypurecloud.com</nowiki>
{{!}} colspan="1"{{!}}Your Genesys Cloud login URL (depends on your organization region).
{{!}}}</div>
{{AnchorDiv|GMACredendials}}
===Create the Digital Channels integration in Genesys Cloud===
Complete the steps in this section as an [https://help.mypurecloud.com/articles/get-started-administering-genesys-cloud/ administrator user in Genesys Cloud] to create the integration client credentials that will be used by Digital Channels to access Genesys Cloud 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 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===
To create an API key that will be used by Genesys Cloud 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===
In this step you will enable Digital Channels to use Genesys Messaging Aggregation as the SMS and outbound email provider. You must configure the following services in Digital Channels within your tenant:

*PurecloudIDP - Integrates the Genesys Engage tenant to the Genesys Cloud organization.
*SMS - Enables SMS media for the tenant and selects the provider.
*PorticoSMS - Enables the SMS service through Genesys Messaging Aggregation.
*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 '''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>(Optional) - Create the '''PorticoEmail''' service if you use 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>
{{AnchorDiv|GMAPhoneNumbers}}
===Manage phone numbers and email domains===
You can purchase new SMS numbers or re-use your existing numbers or email domains.

If you need to register an existing (Bring-Your-Own-Number) number, email domain or new short code, contact your Genesys representative to complete this step. Otherwise, follow the steps below to use the Genesys Messaging Aggregation API from Genesys Cloud 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 token====
Any Genesys Cloud 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}}.

====Email domains====
Contact your Genesys representative to complete this step.
|Status=No
}}{{Section
|sectionHeading=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 or email provider. Here's a breakdown of the tasks:

#Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=CGPrerequisites|display text=prerequisites}} table and make sure you have all the information listed.
#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 phone numbers and 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 phone number
{{!}}$asyncPhoneNumber
{{!}}string
{{!}}16504661149
{{!}}
{{!}}-
{{!}}Company's email domain
{{!}}$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 your custom gateway for the SMS/Email provider of your choice. You must configure the following services in Digital Channels within your tenant:

*Async - Integrates the Genesys Engage tenant to the custom gateway used to communicate with the SMS/Email provider of your choice.
*SMS - Enables SMS media for the tenant and selects the Async provider.
*Email - Enables outbound email service through 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 '$' - with their values. You must create these services once per tenant.|}}Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - 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>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 phone numbers and email domains===
Provision {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=provisionnumbers|display text=phone numbers}} and {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=email|display text=email domains}} (for integrations with CX Contact for email campaigns) in Digital Channels. '''Note:''' An SMS or email channel must have a "provider" property equal to "Async" to use the Third-Party Messaging API implementation.
|Status=No
}}{{Section
|sectionHeading=Provision phone numbers in Digital Channels
|anchor=provisionnumbers
|alignment=Vertical
|structuredtext=Complete the following steps for each phone 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.)
{{AnchorDiv|custom}}
===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=Provision email domains in Digital Channels
|anchor=email
|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 as the provider, contact your Genesys representative to have them provision an email domain in Genesys Cloud 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.

#In Agent Setup, navigate to the "NexusServices" {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=PreConfig|anchor=transactions|display text=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.)
|Status=No
}}
}}

@@ Line 257: / Line 257: @@
 {{!}}45acae06-6b7c-4f97-9c76-471cb5c21bf7
 {{!}}This value comes from your Web Services and Applications deployment.
 {{!}}}
 {{AnchorDiv|GMACloudOrg}}
@@ Line 476: / Line 489: @@
 #*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.)
+#*provider = $nexusProvider (Default: Portico, if the value is missing)
 |Status=No
 }}
 }}

@@ Line 10: / Line 10: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|“Nexus” is the simplified name we use for the Digital Channels application and nodes, so you’ll see that name referenced throughout this document.|}}
-Digital Channels can handle SMS media and outbound email campaigns using either Genesys Messaging Aggregation from Genesys Cloud or a third-party aggregator through a custom gateway.
+Digital Channels can handle SMS media and outbound email campaigns using either Genesys Messaging Aggregation from Genesys Cloud CX or a third-party aggregator through a custom gateway.
 See the network diagram below for details.
@@ Line 32: / Line 32: @@
 #Review the {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMAPrerequisites|display text=prerequisites}} table and make sure you have the information listed.
-#Contact your Genesys representative to {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACloudOrg|display text=create a Genesys Cloud organization}} and get administrator user credentials. Your Genesys representative also must add the Genesys Messaging Aggregation product to your organization.
+#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 Messaging Aggregation product to your organization.
-#{{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=ProvisionSMS|anchor=GMACredendials|display text=Create the Digital Channels integration in Genesys Cloud}}. 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=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}}.
+#{{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 phone numbers and email domains}}.
@@ Line 55: / Line 55: @@
 {{!}}}
 {{AnchorDiv|GMACloudOrg}}
-===Request a Genesys Cloud organization===
+===Request a Genesys Cloud CX organization===
-Contact your Genesys representative to create a Genesys Cloud organization and get administrator user credentials. Your Genesys representative also must add the Genesys Messaging Aggregation product to your 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 Messaging Aggregation product to your organization.
-Make sure your Genesys representative provides you with the details in the '''Genesys Cloud information''' table.
+Make sure your Genesys representative provides you with the details in the '''Genesys Cloud CX information''' table.
 {{{!}} class="wikitable"
-{{!}}+Genesys Cloud information
+{{!}}+Genesys Cloud CX information
 !Parameter
 !Variable
@@ Line 67: / Line 67: @@
 !Notes
 {{!}}-
-{{!}}Genesys Cloud Organization ID
+{{!}}Genesys Cloud CX Organization ID
 {{!}}$orgId
 {{!}}UUID string
 {{!}}47d8329d-1c28-4c86-9374-5596bddfee15
-{{!}}Your Genesys Cloud organization ID.
+{{!}}Your Genesys Cloud CX organization ID.
 {{!}}-
-{{!}}Genesys Cloud Organization admin user credentials
+{{!}}Genesys Cloud CX Organization admin user credentials
 {{!}}$orgUsername
 $orgPassword
@@ Line 80: / Line 80: @@
 {{!}}The username and password for an account with administrative permissions for this organization.
 {{!}}-
-{{!}} colspan="1"{{!}}Genesys Cloud Login URL
+{{!}} colspan="1"{{!}}Genesys Cloud CX Login URL
 {{!}}$gcLoginURL
 {{!}} colspan="1"{{!}}HTTPS URL string
 {{!}}<nowiki>https://login.mypurecloud.com</nowiki>
-{{!}}Your Genesys Cloud login URL (depends on your organization region).
+{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
 {{!}}-
-{{!}} colspan="1"{{!}}Genesys Cloud API URL
+{{!}} 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 login URL (depends on your organization region).
+{{!}} colspan="1"{{!}}Your Genesys Cloud CX login URL (depends on your organization region).
 {{!}}}</div>
 {{AnchorDiv|GMACredendials}}
-===Create the Digital Channels integration in Genesys Cloud===
+===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] to create the integration client credentials that will be used by Digital Channels to access Genesys Cloud 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.
+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 with your $orgUsername/$orgPassword.
+#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'''.
@@ Line 139: / Line 139: @@
 {{!}}}</div>
 {{AnchorDiv|GMAAPIkey}}
-===Create a Digital Channels API key for Genesys Cloud===
+===Create a Digital Channels API key for Genesys Cloud CX===
-To create an API key that will be used by Genesys Cloud 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:
+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"
@@ Line 160: / Line 160: @@
 In this step you will enable Digital Channels to use Genesys Messaging Aggregation as the SMS and outbound 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 organization.
+*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 Messaging Aggregation.
@@ Line 216: / Line 216: @@
 You can purchase new SMS numbers or re-use your existing numbers or email domains.
-If you need to register an existing (Bring-Your-Own-Number) number, email domain or new short code, contact your Genesys representative to complete this step. Otherwise, follow the steps below to use the Genesys Messaging Aggregation API from Genesys Cloud to purchase and register toll free numbers from the pool of available numbers. '''Note:''' Each purchased number will incur additional costs to your account.
+If you need to register an existing (Bring-Your-Own-Number) number, email domain or new short code, contact your Genesys representative to complete this step. Otherwise, follow the steps below to use the Genesys Messaging 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 token====
+====Retrieve the Genesys Cloud CX token====
-Any Genesys Cloud 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.
+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">
@@ Line 431: / Line 431: @@
 |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 as the provider, contact your Genesys representative to have them provision an email domain in Genesys Cloud 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.
+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.
+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" {{Link-SomewhereInThisVersion|manual=DCPEGuide|topic=PreConfig|anchor=transactions|display text=transaction you created previously}}.

@@ Line 160: / Line 160: @@
 In this step you will enable Digital Channels to use Genesys Messaging Aggregation as the SMS and outbound email provider. You must configure the following services in Digital Channels within your tenant:
-*PurecloudIDP - Integrates the Genesys Engage tenant to the Genesys Cloud organization.
+*PurecloudIDP - Integrates the Genesys Multicloud CX tenant to the Genesys Cloud organization.
 *SMS - Enables SMS media for the tenant and selects the provider.
 *PorticoSMS - Enables the SMS service through Genesys Messaging Aggregation.
@@ Line 323: / Line 323: @@
 In this step you will enable Digital Channels to use your custom gateway for the SMS/Email provider of your choice. You must configure the following services in Digital Channels within your tenant:
-*Async - Integrates the Genesys Engage tenant to the custom gateway used to communicate with the SMS/Email provider of your choice.
+*Async - Integrates the Genesys Multicloud CX tenant to the custom gateway used to communicate with the SMS/Email provider of your choice.
 *SMS - Enables SMS media for the tenant and selects the Async provider.
 *Email - Enables outbound email service through the Async provider.