WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:46Z

Bgrenon: Published

2020-06-08T15:20:44Z

Published

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{{Article
|Standalone=No
|DisplayName=Integrate third-party applications
|TocName=Integrate third-party applications
|Context=Learn to submit workitems to Genesys from a third-party application using the Genesys Task Routing API and the Service Client API.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=A third-party application can interact with Genesys Task Routing through the [https://developer.genesyscloud.com/reference/gtr/ Genesys Task Routing API] and the Service Client API.

You'll need to develop a third-party system adapter that can create and stop workitems using the Genesys Task Routing API. It should also update and retrieve information about a workitem, if needed.

The typical workflow is as follows:

#The third-party application creates a workitem through the Genesys Task Routing API.
#The third-party application updates and/or retrieves the interaction through the Genesys Task Routing API (if needed).
#The third-party application stops the interaction.

There are two ways for the third-party application to stop an interaction:

*Implicit (recommended) — stop by invoking Mark Done using the Service Client API. For this method, complete the following steps:

#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Service_Client_options|display text=Set up Agent Desktop to use the API.}}
#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Workitem_options|display text=Disable the Mark Done button in Agent Desktop}} and instead invoke Mark Done through the Service Client API.
#You can also use the Service Client API to set the Disposition Code.

*Explicit — stop by using the Genesys Task Routing API. This requires additional configuration from your Genesys representative.

A sample application that demonstrates using the Genesys Task Routing API and the Service Client API is also available through your Genesys representative.
|Status=No
}}{{Section
|sectionHeading=Configure screen pop-up for all media types
|alignment=Vertical
|structuredtext=You can configure Genesys Task Routing to enable a third-party application screen pop-up inside Agent Desktop when an agent accepts a task. This approach works well when an agent is handling only workitems. {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=External_URLs|display text=See the Agent Setup documentation}} for details.
|Status=No
}}{{Section
|sectionHeading=Configure screen pop-up for only workitems
|alignment=Vertical
|structuredtext=You can configure Genesys Task Routing to enable a third-party application screen pop-up inside Agent Desktop when an agent accepts a task. This approach works well when an agent handles multiple media types and the third-party pop-up should only happen for workitems. You'll need to work with your Genesys representative to configure this approach.
|Status=No
}}
}}

@@ Line 21: / Line 21: @@
 *Implicit (recommended) — stop by invoking Mark Done using the Service Client API. For this method, complete the following steps:
-#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Service_Client_options|display text=Set up Agent Desktop to use the API.}}
+#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Service_Client_options|display text=Set up Agent Workspace to use the API.}}
-#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Workitem_options|display text=Disable the Mark Done button in Agent Desktop}} and instead invoke Mark Done through the Service Client API.
+#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Workitem_options|display text=Disable the Mark Done button in Agent Workspace}} and instead invoke Mark Done through the Service Client API.
 #You can also use the Service Client API to set the Disposition Code.
@@ Line 32: / Line 32: @@
 |sectionHeading=Configure screen pop-up for all media types
 |alignment=Vertical
-|structuredtext=You can configure Genesys Task Routing to enable a third-party application screen pop-up inside Agent Desktop when an agent accepts a task. This approach works well when an agent is handling only workitems. {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=External_URLs|display text=See the Agent Setup documentation}} for details.
+|structuredtext=You can configure Genesys Task Routing to enable a third-party application screen pop-up inside Agent Workspace when an agent accepts a task. This approach works well when an agent is handling only workitems. {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=External_URLs|display text=See the Agent Setup documentation}} for details.
 |Status=No
 }}{{Section
 |sectionHeading=Configure screen pop-up for only workitems
 |alignment=Vertical
-|structuredtext=You can configure Genesys Task Routing to enable a third-party application screen pop-up inside Agent Desktop when an agent accepts a task. This approach works well when an agent handles multiple media types and the third-party pop-up should only happen for workitems. You'll need to work with your Genesys representative to configure this approach.
+|structuredtext=You can configure Genesys Task Routing to enable a third-party application screen pop-up inside Agent Workspace when an agent accepts a task. This approach works well when an agent handles multiple media types and the third-party pop-up should only happen for workitems. You'll need to work with your Genesys representative to configure this approach.
 |Status=No
 }}
 }}

PEC-ROU/Current/GTR/GTRIntegrate - Revision history

WikiSysop at 13:48, August 18, 2022

Bgrenon: Published