User: Sbogard
From Genesys Documentation
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Contents
2022-07-21[ | edit source]
- Update on PEC-OU view diff (223)
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- Update on PEC-IWD view diff (359)
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- Small update in GVP/Current/GVPPEGuide/Deploy view diff (13)
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dfor e,.user .
- Small update in ATC/Current/AdminGuide/Action Map Performance view diff (-64)
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action maction maction maction mmDeleting: ' Feature coming soon: Frequency capping '
- Update on System/GenEngagecloudsysrqmt view diff (432)
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Deleting: ' and Screen Recording Client'Deleting: ' 7, 8, and' and 11 11.2 For desktop apps – Screen Recording Client Windows -Deleting: '.15 (Softphone only)' Important To run WFM Web for supervisors, do either of the following: Configure Microsoft Edge to run in IE mode. For more information on the Microsoft Edge functionality, refer to this page - https://docs.microsoft.com/en-us/deployedge/edge-ie-mode To use Google Chrome or any other supported browser, configure WFM to run Java Plug-In in the Java Web Start or UI auncher mode. Refer to the topicFM UI Launcher supports Java Plug-ins on this page to learn more aout the steps involv
2022-07-20[ | edit source]
- New content added to PEC-GS/Current/Administrator/SPOptions view diff (1997)
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callwait_tone_enabled callwait_tone_file include_headsetcallwait_tone_enabled Valid Values: 0 , 1 Default Value: 1 Specifies whether the call waiting tone is enabled ( 1 ) or disabled ( 0 ). This configuration is applied at startup. callwait_tone_file Valid Values: Empty, or the path to the call waiting sound file. The path may be a file name in the current directory or the full path to the sound file. Default Value: callwait.wav Specifies the audio file that is played when the call waiting tone is enabled by the callwait_tone_enabled option. Note: WebRTC does not support MP3 playback. The callwait file for built-in ringing should be a RIFF (little-endian) WAVE file using one of the following formats: kWavFormatPcm = 1, PCM, each sample of size bytes_per_sample kWavFormatALaw = 6, 8-bit ITU-T G.711 A-law kWavFormatMuLaw = 7, 8-bit ITU-T G.711 mu-law Uncompressed PCM audio must 16-bit mono or stereo, and have a frequency of 8, 16, or 32 kHz. Deleting: ' ' include_headset Valid Values: A pair of device names or name parts, with microphone and speaker names separated by a colon, or a comma-separated list of name pairs. For example: External Mic:Headphones If the names include delimiter characters such as quotes, colons, or comma, they must be enclosed in single or double quotes. Specifies the list of audio in / out devices to be considered as a headset for automatic device selection. This option is applicable to the case when use_headset = \"1\"
- New content added to PEC-GS/Current/Administrator/SPDeploy view diff (3388)
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a full deployment of Genesys Softphoned : The -Deleting: 's' of the redistributable is installed by Genesys Softphone 32-bit installer. 64-bit version of the redistributable is not installed by the Softphone 64-bit installer, so you must install vcredist64.exe from the above lin when the 64-it version of Genesys Softphone is installthe VDI client: For for Windows-Deleting: 's'.installation package installs this redistributable package on the workstation where it is executed. For VMWare Horizon on Windows, the 64-bit version of Visual C++ Redistributable Packages for Visual Studio 2013 is required but is not installed by the Genesys Softphone VD Adapter installer. Install vcredist64.exe from the lin location. Quality of service (QoS) for voice, either one-to-one or on a conference connection capaility,sthe host. On the workstation used to build deployments for running eLux systems: Virtual Driver for Citrix shared object. libgsecurity module. Scout Enterprise ELIAS tool . Windows workstation from which to run the Genesys Softphone VDI Adapter executable. On the workstation used to build deployments for HP ThinPro systems: The packaging tool recommended by your HP vendor) : The -Deleting: 's' of the redistributable is installed by Genesys Softphone 32-bit installer. 64-bit version of the redistributable is not installed by the Softphone 64-bit installer, so you must install vcredist64.exe from the above lin when the 64-it version of Genesys Softphone is installframeork is used only when the a anAs ip Beginning with 9.0.020.08multiple installation packages are available from the dnload center, 32-bit and 64-bit. Ensure that you download the correct package for your environment. To install Genesys Softphone, follow Download the Genesys Softphone installation package.(HP ThinPro) If you installed Genesys Softphone in a VDI environment , you must install the Genesys Softphone plugin for VMWare Horizon Client on each HP ThinPro workstation by following these steps: To open the Genesys Installation Wizard , double-click the setup.exe file located in the <Genesys Softphone VDI Adapter Install Package Directory>\\windows\\ directory. In the Welcome to the Installation window, click Next . In the Select Operating System window, select HP ThinPro , specify the destination to install the installation package, and click Next . In the Ready to Install window, select Install . The wizard installs Genesys Softphone VDI Adapter and displays the Installation Status window. In the Installation Complete window, select Finish . The installation package installs the following the Genesys Softphone plugin for VMWare Horizon Client. This file is packaged into a DEB file: vdhgenesys_<ip-version>_amd64.deb Deploy the Genesys Softphone plugin for VMWare Horizon Client on ThinPro host: Manual deployment: Copy the client-side package to any convenient location accessible by wget or scp. From the main menu, switch to Administrator on the ThinPro host. To copy the client-side package on ThinPro host, start Xterm . To install the client-side package, run the following commands: fsunlock dpkg -i vdhgenesys_<ip-version>_amd64.deb fslock Bulk deployment: Use the packaging tools and procedures provided by HP to build a new ThinPro OS package that contains the Genesys Softphone VDI Adapter Debian package, then distribute it to the HP ThinPro hardware boxes. Installing the Genesys Softphone VDI Adapter
- Update on GVP/Current/GVPPEGuide/Deploy view diff (287)
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(GVP) into a private edition environment Assumptions The instructions on this page assume you are deploying the service in a service-specific namespace or OpenShift project, named in accordance with the requirements on Creating namespaces . If you are using a single namespace for all private edition services, replace the namespace element in the commands on this page with the name of your single namespace or project. Similarly, the configuration and environment setup instructions assume you need to create namespace-specific (in other words, service-specific) secrets. If you are using a single namespace for all private edition services, you might not need to create separate secrets for each service, depending on your credentials management requirements. However, if you do create service-specific secrets in a single namespace, be sure to avoid naming conflicts.... the.G. a.the ...Confirm namespace creation.The order of installationationthatsnPDeleting: ' db user db-username: username for db server-name: Hostname of'user db-username: Username for DB server-name: Hostname of DB sthe ..(Service Discover) pod gets deploythe Resource Manager ()Media Control Platform ()thatthat,that Hostname of DB server Database name Password for DB user Username for DB Password for DB admin Password for readerersistent olumes (PVs) thatthe ..M.S.esource anagerthis that,Deleting: ' ' thethe ..Deleting: 'the '.that
- Update on ATC/Current/AdminGuide/FAQs view diff (383)
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2022-07-19[ | edit source]
- Update on PEC-GPA/Current/Administrator/GplusActivityHistory90 view diff (429)
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to enable or disable the creation of activity logs
2022-07-18[ | edit source]
- Update on PEC-OU/Current/CXContact/dashboardconfiguration view diff (385)
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Specify a default dashboard You can customize a dashboard and set it as the default one for a partition. o specify a dashboard as the default dashboard, click the Load icon on the upper-right corner of the analytics page, and then click the Make default icon. a dashboard The Configure window in the in the
- Small update in PEC-OU/Current/CXContact/PacingOptions view diff (-53)
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tab or the ll dialing modes Specifies the timeout of the call That is, the time at which the dialer should consider that the call is not answered by call party. Calculate Duplicates All dialing modeselect this check box to calculate duplicates during the pre-loading of campaign groups
- Update on PEC-OU/Current/CXContact/FTPAutomation view diff (411)
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Deleting: '-'Deleting: 's'. The file is imported intoDeleting: '. The file is imported into CX Contact'Deleting: ' in CX Contact'Deleting: ' then'When you are using list automation, it is possible that duplicate files are imported. Select the Ignore duplicate files check box to ignore duplicates with the same file name and extension. . If you want to move files to a specific file path after import, select the Move files after import to... check box. In the Destination Path field, specify the path to which the files should be moved E
- Update on PrivateEdition view diff (-532)
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- Small update in ReleaseNotes/Current/GenesysEngage-cloud/Mixedmode view diff (-11)
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Deleting: 'Beta Program Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.'
2022-07-15[ | edit source]
- Update on DES/Current/Designer/CustomVars view diff (223)
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See how it works Watch the following video to see how you can manage custom variables for field codes in Designer:
- Small update in UseCases/Current/GenesysCloud/WE01 view diff (-68)
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2022-07-14[ | edit source]
- Small update in GWS/Current/GWSPEGuide/ConfigureTLS view diff (25)
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afollowing truststore paths and passwords in the values.yaml fileAgent SetupAgent SetupAgent Setupfollowing truststore paths and passwords in the GWS values.yaml fileGWS GWS
- New page added: ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff view
- Small update in ReleaseNotes/Current/GenesysEngage-cloud/Digital ChannelsHelm view diff (56)
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Digital Channels Private Edition Guide
- Update on PEC-AD/Current/WWEPEGuide/Logging view diff (372)
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, to server staticeb resources, to browsers. The NGINX logs, including access logs,and are centralized into the logging platform like the other Multicloud servicesThe Workspace Web Edition web application running in the agent’s browser uses the Telemetry service to capture logs centrally. the Telemetry Service Private Edition Guide . Refer to
- New content added to UseCases/Current/GenesysEngage-cloud/CE12 view diff (1828)
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- Update on WID/Current/GCAPI/WebChat view diff (157)
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The image below displays the the field where a user input validation error has occurred, with the field highlighted in red.
- New content added to WID/Current/SDK/WebChat-combined view diff (2461)
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The image below displays the the field where a user input validation error has occurred, with the field highlighted in red.
Terminate Chat session on contact side
To prevent a contact from sending another chat message using the Widget after the chat session is terminated in Designer, you must add a customization to the widget to notify it to close.
First, set up a text message informing the contact that the chat is terminated by using a
Play Message Block
.
Next, set up the Widget Register Handler for
WebChatService.messageReceived
(or look for the
messageAdded
event) to get notifications about messages received, then send the
endChat
command when the text message is received. For information about Genesys Widgets events and commands, refer to
Genesys Widget API Events
and
Genesys Widget API Commands
.
Finally, add the following customized script:
window._genesys.widgets.onReady = function(CXBus){
var oWH = CXBus.registerPlugin(\"WebChatHandler\");
oWH.subscribe(\"WebChatService.messageReceived\", function (e) {
if(e.data) {
/**
* Extract the sample data (can be the Playback message configured in Designer)
* and look for a specific condition to end the chat
*/
const {messages} = e.data || {};
let sPlayMessage = (messages) ? messages.find(message => message.type == 'Message' && message.text == 'play message') : \"\";
if(sPlayMessage) {
oWH.command(\"WebChatService.endChat\");
/**
* Check for the chat session data stored in localStorage and clear it
*/
(window.localStorage.getItem(\"WebChatSessionData\")) ? window.localStorage.removeItem(\"WebChatSessionData\") : \"\";
}
}
});
};
- Update on System/General security and compliance information view diff (214)
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Genesys Multicloud privacy policy Genesysgeneral security overview Security Security overview for Multicloud CX
- New page added: System/Generalsecurityoverview view
2022-07-13[ | edit source]
- Small update in DES/Current/Designer/Videos view diff (-11)
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How Partition-Based Access Control works From: Partition-Based Access Control Managing Personally Identifiable Information (PII) in Designer From: Manage personally identifiable information Setting up Partition-Based Access Control From: Partition-Based Access Control Deleting: 'How Partition-Based Access Control works From: Partition-Based Access Control Setting up Partition-Based Access Control From: Partition-Based Access Control '
2022-07-12[ | edit source]
- New content added to PEC-DC/Current/Administrator/AdvancedChat view diff (11754)
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and configuration , such as:last agent routing, and chatbot strategies in Designer . This document also lists some real-time and historical reports available fordvanced Chat. elated documentation: How Digitalnnelsorks Important e term used in some places in this article. It is the simplified name used for the Digital Channels application and nodes. Prerequisites and feature comparison The folloing components are required to implement Advanced Chat: Agent Setup or Deleting: 'application and nodes, so you’ll see that name referenced throughout this document. 'ite Edition Guide Agent Workspace Push Notifications Asynchronous Chat Asynchronous (async) Chat is the latest evolution in web chat. a·syn·chro·nous : not happening at the same time; not simultaneous; not concurrent. Async chat breaks down the barriers between the contact and the contact center. It allows for long running conversations (called sessions). It grants the ability to send messages and receive replies anytime and anywhere. Async Chat is a feature of Advanced Chat. It keeps chats open after the last agent leaves the session. An agent can rejoin the session until the session is marked as Done . are some of the key features provided by: Integrationith chatbots Image and emoji support gent starting an outbound message web or mDeleting: 'Yes No 'ntegration of other digital channels including and The following channels support the adanced chatvthen Agent Workspace has the folloing behavior: A new session is created each time a contact or agent starts an interaction. The agent history does not display the previous conversations in the chat interaction view. To enable asynchronous chat for Widgetscheck Enable Asnc WebChat in the Widget configurationRefer to the onfiguration section in this article for configuration informationTdemonstratesontactchat san organization's web or mobile c,chat session is asynchronous by default and long-lived. A contact of an airline uses chat (web or mobile channel) to request a boarding pass. An agent accepts the chat interaction in Agent Workspace. The chat is displayed in the onrsation tabThe contact as fo helpDeleting: 'for 'from the contactUnfortunately, the contact cannot find the booking number right away so they leave the chat to look for it. The agent marks the interaction as Done . Tip Agent Workspace enables the agent to be subscribed to the contact, so the agent can access the contact anytime using the Communication tab. The contact resumes the chat to share the booking number with the agent. ontact center uses the Last Agent Routing strategy, the Designer application is not used until the asynchold queue timeout expires; therefore, the agent who originally handled the interaction receis a)Deleting: ')'For information about how to configure the asynchold queue timeout, refer to. The agent accepts the chat and resumes the conversation using the Conversation tab. The agent reires more time to completeontact; hontactcompletAfter the contact completesDeleting: ' is completed'tab, sharingontactDeleting: 's'Deleting: 'handling ' handlingir status toontact returns to theontact and repliestabsynchronous Chat on-premises versus in the cloud If you have previously used asynchronous chat in an on-premises environment, such as Genesys Chat Server, you will find that there are some differences in the way asynchronous chat behaves in theigital Channels cloud environment. For example, Chat Server on-premises eeps interaction active only for the duration of the interaction; however, Digital Channels adds the session concept: individual interactions start and end as usual, but interactions with a contact are associated into a session to keep the conversation going. session model is simpler and more flexible. Here are some benefits of Digital Channels asynchronous chat over the old on-premises asynchronous chat: There is no longer a need to put chat interactions on hold to continue a conversation. Interactions can be close or started thout affecting the session with the contact. Interactions no longer time out. There is no need to wake up a session because sessions are not held. It is not necessary to add async reports to GCXI to manage long duration interactions. The Conversation tab provides a session transcript which allows agents to access previous interactions with a contact. The Communication tab provides access to past interactions and enables agents to message contacts without an active interaction. s are alerted about new messages from contacts that the agent has worked with. If the agent does not respond, the interaction is routed through igner . Agent User Interfaces Asynchronous chat is integrated into Agent Worspace . Two new tabs are provided to enable advanced chat handling capabilities, the Conversation tab and the Communication tab. Conversation tab The Conversation tab displays the content of the current and previous interactions between the agent and a contact until the interaction is marked as Done . When an interaction is completed and marked as Done , it is removed from the Conversation tab. Agents can use the Communication tab to reactivate and resume an interaction by selecting the contact's name from the subscription list. Active interactions can be transferred from the Conversation tab. Agents can use the Channel Selector in the Conversation tab to review and send messages using other Digital Channels that the contact has previously used to contact your organization. When an agent clicks a channel to select it, the transcript area updates to display the messages that have been exchanged on that channel. To send a message on that channel, the agent types something in the message composition field. View accessible description of this image Important Interactions no longer must be put on hold or placed in a workbin to extend conversations. Instead, agents access the Communication tab to view and reactivate interactions that are marked as Done . Communication tab The Communication tab enables agents to continue conversations with contacts using multiple channels from a single interface. The Communication tab includes the following featuresAssigned contacts : A list of contacts that an agent is subscribed to. The contacts on this list are those that the agent has recently interacted with. More than one agent may be subscribed to the same contact. Agents can unsubscribe from a contact. Transcript : The transcript of all previous messaging interactions with the selected assigned contact. hannel selector : Agents can use the Channel Selector to reiew and send messages using other Digital hannels that the contact has previously used to contact your organization. When an agent clicks a channel to select it, the transcript area updates to display the messages that have been exchanged on that channel. Message composition field : A message field enables an agent to send a message to the contact without starting a new interaction or to start an interaction on one of the available channels.tact information : A list of all the communication channels aailable for a contact. New interactions can be started from this view. Notifications : A library of structured messages that can be sent to contacts. View accessible description of this image Supervision Agent Workspace Supervisor features are all available with asynchronous chat, including real-time chat monitoring. Supervisors can use the Communications tab to search for a contact and then review all the transcripts associated with past interactions with the contact. Subscription Communication tab has o views, the list of Assigned contacts and the transcript of interactions with a contact selected in the Assigned contacts list. The Communications tabDeleting: 'ed in the Conversation panel until the interaction is marked as Done . This panel also displays all the previous interactions between the agent and the contact. Communication panel The Communication panel displays the contacts to whom the agent is subscribed. Important The options to put an interaction on hold or place it in a workbin are no longer available. Instead, agents can access the Communication panel to view or reactivate the interactions that were marked as Done. Once an interaction is completed and marked as Done , the interaction is removed from the Conversation panel. However, the agent can access the Communication Panel to reactivate and resume the interaction by selecting the contact name. Genesys recommends that you set the following option to false in the Workspace application object: Section Option name Value [Interaction-workspace] privilege.chat.can-place-on-hold-async false Supervisors cannot view or manage contacts within an agent’s Communication panel. Unlike workbins, the Communication panel is simply a list of contacts for agents. However, supervisors can monitor other agents' chats by searching for the customer's name in the Communication panel to view the active chat session. An agent cannot transfer an interaction to another agent from the Communication panel. Agents can transfer only an active interaction. Agent subscription Agents are automatically subscribed to the customers they interact with. The Communications panel show'of the most recent contacts an agent has interacted withWhen an agent handles an interaction, the agent is automatically subscribed to the contact they inter. Subscribed contacts are automatically removed from the list if they have not had. An agent can manucancel a subscription by clicking the X next to the contact’s name in the Assigned contacts lis ancelling a subscription does not delete the contactresubscribe to a contactan agent can search for the contact using the Deleting: ' 'ontactthis scenarioontactthe interaction handles itOther subscribed agents can see the unread message indicator, but they must pull the interaction to see if another agent has replied to it or not. Refer to How subscriptions and notifications are handled for more details. Important ere is no visual indicator to specifwhether another agent has replied to the contacAgents can review the transcript or histor to determine the status of the interaction Genesys recommends that agents handle chat interactions in the following ways to manage the number of subscribed contacts displayed in the Communication tab: If a case is resolved and an agent does not expect any more contact messages for the case, they can mark the interaction as Done , then immediately navigate to the Communication tab, search for the contact name, and unsubscribe from the contact. If an agent requires more time to research a case, they can mark the interaction as Done but do not unsubscribe from the contact. hen the agent is read to message the contact, they can find the contact in the Communication tab, then rite a ne message in the Write a message field to create a new outgoing message. This does not create a new interaction. It sends the agent's message to the contact. The next time the contact opens the chat the ll access the message. The agent can also click the chat icon next to the contact name. This creates a new interaction. Tip If an agent uses the Write a message option to send a message to a contact to whom they are not subscribed, the agent does not become subscribed to the contact. The time the agent spent writing a quick reply message is not counted against any media or interaction. The quick reply is added to the conversation history when the next interaction is created. To be subscribed to a contact fromtab, the agent must initiate an interaction by clicking the chat icon nt to the contact nameor accept an interaction notification from the contact. Manual subscription The Search function ins tab accesses the entire databasDeleting: ' Contacts are added in the specific order and do not get re-ordered, so the current contact may not be at the top, but agents can easily search by contact name within the list. If the agent needs more time to research a case, they can simply mark Done on the interaction and let the customer name stay in their Communication panel for easy access when they need to initiate an outbound message. They can either use the write a message field at the bottom of the Conversation section or click the chat icon next to the contact’s name on the right-side panel. The write a message field does not create a new interaction and is intended for quick replies when we assume the customer is offline. The chat icon allows agents to open the full chat conversation window to create or continue an interaction, which is better suited if you expect to continue the conversation with the customer. Once the case is resolved, agent can click X next to the customer name to remove them from the list in the Communication panel. Tip The write a message field does not create a new interaction and is intended for quick replies when you assume the customer is offline. If the agent is not subscribed to that customer and the agent uses the write a message option to send a message, the agent is not subscribed to the contact. To be subscribed, the agent must initiate an interaction using the Chat icon in the contact information next the name, or accept an interaction via the pop-up notification in 's can find a contact using SHow subscriptions and notifications are handleda contact replies to an interaction. However, if subscribed agents are unavailable when the asDeleting: '. If the subscribed agents are unavailable until the asy'contact might be returned to To prevent a contact from being sent back to the beginning of the bot workflow after the asynchold queue timeout expires, configure a strategy in Designer to handle this situation.To change the timeout, contact your Genesys representative. To skip the asynchold queue timeout, configure the nexus_asynchold_enable option. For more information, refer to the Configuration section of this article. You can choose not to use Last Agent Routing in the Designer application. n that case, if an agent misses the notification of a contact replDeleting: 'ou need to change this timeout, contact your Genesys representative. You can skip the asynchold queue timeout by configuring the nexus_asynchold_enable option. For more information, see Configuration . You can choose not to use Last Agent Routing in your Designer application. If the agent misses the pop-up notification that a customer replied'an unread message indicator is displayede contact customer in thetabIf a subscribed agent is unavailable hen a contactthe interaction asynchold queue accessontact bytabdisplayed to contacts. If your preference is to prioritize using the same agent for a case, then you can configure the timeout for Last Agent Routing to be longer; howeer, this might result in longer wait times for contact The following diagram shows a tpical Last Agent Routing workflow: Chatbot to agent handover Chat interactions are transferred to agents from Chatbots b applingonfigure Chatbot timeouts using and agent subscription When an interaction is restarted by a contact, subscribed agents are notified about the interaction. If no subscribed agent is available before the asynchold queue timeout (the default is 5 minutes), Designer applies a bot workflow. To prevent a contact from being sent back to the beginning of the bot workflow after the asynchold queue timeout expires, you must configure a strategy in Designer to handle this situation. the strategy should send the interaction to the queue rather than back to the chatbot. This can be done by setting an attached data value to indicate that the contact has already interacted with the chatbot. Configuration Tip If you want to make some of the following setting changes yourself, contact Genesys to enable the Digital Admin UI. To connect Workspace Web Edition to Digital Channels, you might have to set the following options to specify the URs for the chat service: interaction-workspace/chat-nexus.service-url : Specifies the Digital Channels (Nexus) service URL to access the chat service. interaction-workspace/chat-nexus.web-components.url : Specifies the URL of the Digital Channels (Nexus) Web Components if the URL is different from the service URL. Genesys recommends that you set the value of the interaction-workspace/privilege.chat.can-place-on-hold-async option to false in the Workspace Web Edition application object. The following table describes some of the features ofdvanced chat. Some are configurable and some are not: Parameter or Feature Default How to configure Access to the Conversation and Communication tabs. Enabled privilege.chat-nexus.can-use = true (Advanced chat is enabled) chat-nexus.service-url (UL is set to the default for your deployment) chat-nexus.web-components.url (URL is set to the default for your deployment) Use the Conversation tab but not the Communication tab. Disabled (both are enabled by default) privilege.chat-nexus.communication.can-use = false (disables the communication tab) aiting time to search for subscribed agents 5 minutes Contact our Genesys representative to change the timeout. Skipping the asynchold queue timeout for Chat sessions to prevent the display of interaction notifications for subscribed contacts and redirection of the interaction to Designer for routing. To configure all sessions at the tenant levelcontact your Genesys representative. To configure this feature for a particular session, add nexus_asynchold_enable = false to the User Data of the Chat session creation request for example, the default User Data for the Chat session in Genesys Widget Using the Write a message field in the Communication tab Enabled priilege.chat-nexus.communication.can-send = true Continuing interaction sessions through Widgets Enabled Uncheck the Enable A WebChat option in the Widgets configuration to disable this feature. The maximum number of contacts tohich an agent can be subscribed in the Communication tabDeleting: ' You can configure a strategy in Designer to prevent the customer from going back to the beginning of the bot workflow. Configuration The following table describes the options that are configurable and those that cannot be modified: Parameter or Feature Default How to configure? Waiting time to search for subscribed agent(s) 5 minutes Contact your Genesys representative to change the timeout. Skipping the asynchold queue timeout for Chat sessions. This means that agents are not shown pop-up notifications from subscribed contacts, and the interaction is directed to the Designer application for routing. Contact your Genesys representative for configuring it for all sessions at the tenant level. To configure it for a particular session, add nexus_asynchold_enable equals false to the User Data of the Chat session creation request (for example, the default User Data for the Chat session in Genesys Widgets). Accessing Conversation and Communication panels Accessible by agents Using the write a message field in Communication panel Enabled Contact your Genesys representative to disable this field. Continuing interaction sessions through Widgets Enabled Uncheck the Enable Async WebChat option in the Widgets configuration to disable this feature. Setting maximum number of agents subscribed to customer contacts in the Communication panel'Not configurable. Multiple agents subscribing to the same contact. Enabled Not configurable. Automatic cancelling of subscription to an inactie contact and removal of contact from an agent's Communication tabDeleting: ' Multiple agents subscribing to the same contact Enabled Unavailable to configure. Multiple agents are always allowed to subscribe to the same contact. Automatic cancelling of an agent subscription and removal of contact from the agent's Communication panel'Not configurabl Timeout for finding agents or bots. The timeout is set in Designer. The duration of interaction notifications to subscribed agentshen a contact has repliDeleting: ' Setting the timeout for finding agents or bots Set the timeout in Designer application. Setting the duration of popup notification to agent(s) that a subscribed customer has replied'Not configurable. How to hide the Communication and Conversation tabs If you are a Multicloud CX user who has migrated to Digital Channels, you might want to use Digital Channels without retraining your agents to use the Conversation or Communication tab. se this procedure to hide these tabs: Open Genesys Administrator Extension (GAX) and igate to Configuration > Agent Groups > <Agent Group Name> In the Options tab of the agent group, for each of the following options, click Add , then specify the following parameters in the New dialog box: Section : interaction-workspace Key : Option name Value : Option value, such as true or false , or a UL. Option name Value Effect privilege.chat-nexus.can-use false Disables Advanced Chat for each agent in the agent group. privilege.chat-nexus.communication.can-use false Disables, the Communication tab is enabled for each agent in the group. Agents are not subscribed to contacts. privilege.chat-nexus.communication.can-send false Agents in the agent group cannot send messages without starting a new interaction to a selected contact by using the Write a message field. Click Save after all the options have been added. Disable AsyncHold by adding nexus_asynchold_enable = false to the User Data of the Chat session creation request (for example, the default User Data for the Chat session in Genesys Widgets). Add a customization to Genesys Widgets to end the chat session on the contact's side. fer to: Terminate Chat session on contact side . Reporting ReGeness Multicloud CX Reporting on Advanced Chat interactions is based on the following constraints: All chat interactions are considered to be asynchronous; howeverinteractions might bor synchronous. Thesetting Tip Reporting does not distinguish beteen asnchronous and . The following real-time and historical reports are available for Advanced Chat. Real-time reports Reporting categor Description Pulse Popular reports Popular r that are commonlDeleting: ' Description Pulse - Popular reports Popular real-time reports that are often'Deleting: 's a't supported for asynchronous interactions; therefore, there are no specificorkbin reports. HoweverDeleting: ' there are no specific reports for workbins. However, ' Mobile App support link to API Alerts Chat and callback Emulating synchronous chat With Digital Channels, all the messaging based sessions, chats, SMS, WhatsApp, Facebook Messenger, and Twitter DM are asynchronous. However, you can set up your environment to emulate the features of synchronous chat. Make the following configuration changes to adjust the way that chat interactions are handled: Agent availability With asynchronous chat, interactions enter the system regardless of agent availability, including off hours. To disable this feature, set the Chat Widget on your website to display only during business hours. Last Agent Routing Last Agent Routing (LAR) is enabled by default in Digital Channels. With LAR, new interactions are held for a specified amount of time while notices are sent to all agents who are subscribed to the contact This enables agents familiar with the contact to have an opportunity to handle the interaction before it is routed by Designer . To have each Designer handle each interaction routing set the value of Asyc Hold to false . Contact side asynchronous messaging By definition, asynchronous chat enables contacts to continuously send messages after an agent has ended the chat session. To disable this feature, you must add a customization to Genesys Widgets to close the chat widget on the contact's side. Refer to Terminate Chat session on contact side . Communication tab The Communication tab is the Digital Channels feature that enables agents to manage their contact subscriptions, view messaging transcripts, start new chat interactions, and send messages to contacts after an interaction is closed. To disable the ability to send messages after an interaction is closed, set the value of Communication can send to false . To hide Communication tab, set the value of privilege.chat-nexus.communication.can-use to false . Conversation tab The Conversation tab is displayed in the interaction view. It contains a transcript of previous interactions with the current contact. The Conversation tab also provides an enhanced chat view by providing additional features such as attachments. Because some of the functionality of the Conversation tab is redundant with the Workspace Web Edition chat interaction view, you might want to hide one of these features: To disable the Conversation tab, set the value of the privilege.chat-nexus.can-use option to false . To disable the Workspace Web Edition Chat interaction view transcript and controls while retaining the additional functionality of the Conversation tab, set the value of the privilege.chat-nexus.can-use option to true . Configuration summary The following table summarizes the configuration settings you can make to control the behavior of Digital Channels UI features in Workspace Web Edition: Options for emulating synchronous chat Name Description Mandatory Default value chat-nexus.service-url Specifies the Nexus (Digital Channels) service URL used to access chat API. For example: https://nex-dev.genhtcc.com Yes \"\" chat-nexus.web-components.url Specifies the nexus-ux WebComponents url used to display the nexus-ux view (if it is different from the service url). For example: https://nex-dev.genhtcc.com/ux/webcomponents No \"\" privilege.chat-nexus.can-use Enables the Conversation tab in the Case Side View (Workspace Chat interaction view). No false privilege.chat-nexus.communication.can-send Enables agents to send messages from the Communication tab without starting an interaction. No false privilege.chat-nexus.communication.can-use Enables the Communication tab in the Workspace Web Edition Connect group. No false
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See how it works The following video shows you how PII rules can be used to protect private information: . PII Rules Management also supports partial masking Partial masking You can partially mask sensitive information by using capturing groups in your regex. Use $<group-index> in the Replace with field for any group you want to exclude from the mask. To exclude more than one capturing group, each subsequent group must have at least one replacement symbol before the group in the Replace with field.
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connectivity for inconversations and outbound campaignAPIinGenesys MulticloudX supportsinteractions using one of these three options: uiltin connector to Kaleyratext messaging service, a custom gateway uilt ith a third-party messaging API, or a built-in connector to Genesys Cloud CXggregation service.
After completing the setup steps on this page, you will e able toDeleting: 'Set up Digital Channels to use Genesys Messaging Aggregation
O'eceivemessages from your customers on your corporate short code or long code and allo a Designer application or agent to respond to them
Send SMS messages in your outound campaigns throughContact
To get started, complete the configuration steps for
one
of the following scenarios:
Set up Digital Channels to use Kaleyra SMS
OR
Set up Digital Channels to use a Customateway
OR
Set up Digital hannels to use SMS Agreegation
Option 1: Set up Digital Channels to use Kaleyra SMS
Complete the steps in this section to set up Digital Channels to use the built-in connector to Kaleyra
Revie the
prerequisites
table.
Use the Digital Channels proisioningto
creatserces definition
.
Manage and provision sender Deleting: '.
Create a 'Deleting: 'igital Channels API key for Genesys Cloud CX
.
Use the Digital Channels provisioning API to
create Digital Channels services definition
.
Manage phone numbers and email domain'Deleting: 'GWS tenant 'mpany's sender id
$tfn
string
1650466114
The sender id can be a short code (5 digits) or a long code (10 digits).
ontact CdDigital Channels UL
$baseURL
string
http://digital.example.com
Publicly available URL for Digital Channels API
Kaleyra API URL
$kaleyraURL
string
http://directtext.mgage.com
URL for Kaleyra SMS API.
Kaleyra user name
$kaleyraUserName
string
Secret
The username for an account with permission to send SMS.
Kaleyra password
$kaleyraPassword
string
Secret
The password for an account with permission to send SMS.
Create Digital Channels services definitions
Enable Digital Channels to use the built-in connector to Kaleyra SMS services (Kaleyra was formerly known as mage). You must configure the following services in Digitalhannels within your tenant:
SMS - Enables SMS media for the tenant and selects Kaleyra as the default provider.
mGageSMS - Integrates your Genesys Multictenant to Kaleyra for SMS communication.
Important
Use a REST client or curl utility to provision the following services in Digital hannels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. Note: You must create these services once per tenant.
Create the
SMS
service:
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\": \"mage\" },
\"secret\": {}
}'
Create the
mGageSMS
serice:
curl -X POST \\
$nexusURL/nexus/v3/provisioning/services/$ccid/mageSMS \\
-H 'ontent-Type: application/json' \\
-H 'x-api-key: $apiKey' \\
-H 'x-ccid: $ccid' \\
-d '{
\"url\": \"$kaleyraURL\"
\"data\": { },
\"secret\": {
\"username\": \"$kaleyraUserName\",
\"password\": \"$kaleyraPassword\" } }'
Adding sender IDs to Kaleyra
If you need to add a new short code or text-enabled phone number, contact your Genesys representative to complete this step.
Manage and provision sender IDs
Provision
sender IDs
in Digital Channels.
Option 2: Set up Digital Channels to use a Custom Gateway
Complete the steps in this section to set up Digital Channels to use a custom SMS gateway provider.
Review the
prerequisites
table.
Use the Digital Channels provisioning API to
create Digital Channels services definitions
.
Manage and provision sender IDs.
.
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.
Prerequisites
Parameter
Variable
Type
Example
Notes
Company's sender id
$asyncPhoneNumber
string
16504661149
Third-party Messaging Webhook URL
$asyncWebhookURL
string
https://genesys-webhook.company.com
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
$asyncWebhookSignatureKey
string
Secret
The key used by Digital Channels to calculate the signature for calls to the third-party service through the webhook.
Create Digital Channels services definitions
In this step, you will enable Digital Channels to use a custom gateway for the SMS provider of your choice. You must configure the following services in Digital Channels within your tenant:
Async - Integrates the Genesys Multictenant to the custom gateway used to communicate with the SMS provider of your choice.
SMS - Enables SMS media for the tenant and selects the Async provider.
Important
Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. You must create these services once per tenant.
Create the
Async
service:
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\" }
}
]
}
}'
Create the
SMS
service:
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\": {}
}'
Manage and provision sender IDs
If you need to register a new or a existing short code or a text-enabled phone number, contact your Genesys representative to complete this step.
Provision
sender IDs
in Digital Channels.
Important
An SMS must have a \"provider\" property equal to \"Async\" to use the Third-Party Messaging API implementation.
Add custom HTTP headers
You can add custom HTTP headers with static values to the webhooks sent by Digital Channels to the third-party messaging aggregator. On the transaction
NexusServices > [your async provider]
, add a property that starts with the \"header:\" prefix and set it to your static value. For example,
header:custom-header-for-async-1 = 12345
. The webhook from Digital Channels will include this property name and value in the header:
HTTP <\\path\\>
custom-header-for-async-1: 12345
X-Hub-Signature: <value>
X-B3-TraceId: <value>
Content-Type: application/json
{
\"messages\": [
{
... RichMedia message ...
}
]
}
Option 3: Set up Digital Channels to use Genesys Cloud CX SMS Aggregation
Complete the steps in this section to set up Digital Channels to use Genesys Cloud CX SMS Aggregation as the SMS gateway.
Review the
prerequisites
table.
Contact your Genesys representative to
create a Genesys Cloud CX
SS Aggregation product to your organization.
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.
Create a Digital Channels API key for Genesys Cloud CX
.
Use the Digital Channels provisioning API to
create Digital Channels services definition
.
Manage and provision sender IDs
.
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.
Prerequisites
Parameter
Variable
Type
Example
Notes
GWS tenant Contact Center ID
$ccid
UUID string
45acae06-6b7c-4f97-9c76-471cb5c21bf7
This value comes from your Web Services and Applications deployment.
Request a Genesys Cloud CX organization
Contact your Genesys representative to create a Genesys Cloud CX organization and get administrator user credentials. Your Genesys representative also must add the Genesys SMSECloud CXAggregation as the SMSCloud CX
Manage provision sender IDs
You can purchase new SMS numbers or re-use your existing text-enabled numbers.
If you need to register an existing phone number or new short code, contact your Genesys representative to complete this step. therwise, ollow the steps below to use the Genesys MS Aggregation Deleting: 'URL\",
\"secret\": {},
\"data\": {}
}'
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'---
Provision sender IDs in Digital hannels
omplete the folloing steps for each short code or text enaled toll-re Deleting: '
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,
header:custom-header-for-async-1 = 12345
. The webhook from Digital Channels will include this property name and value in the header:
HTTP <\\path\\>
custom-header-for-async-1: 12345
X-Hub-Signature: <value>
X-B3-TraceId: <value>
Content-Type: application/json
{
\"messages\": [
{
... RichMedia message ...
}
]
}
Provision email domains in Digital Channels
Complete the steps in this section if you are integrating with CX Contact and plan to use email campaigns. These steps explain how to choose an email domain that you control (you should be able to update DNS record sets for this domain) and want to use in email campaigns as the \"sent from\" address.
If you are using Genesys Cloud CX as the provider, contact your Genesys representative to have them provision an email domain in Genesys Cloud CX for your organization. Once completed, you will receive a set of secrets you must use to update your domains records. After this update, contact your Genesys representative to validate the secrets and confirm domain ownership. Now you can provision an email service channel.
Complete the following for each domain only after your domain records have been updated, validated, and provisioned in Genesys Cloud CX.
In Agent Setup, navigate to the \"NexusServices\"
transaction you created previously
.
Create a section that starts with 'cxc.' and includes some text that represents the domain. For example,
cxc.Coraporate_Promotions
. 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.)
'
2022-07-08[ | edit source]
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810
Genesys iDeleting: 'in the Setting up Genesys Multicloud CX Private Edition guide'iiGenesys entryPoints.internal.ingress.ingressClassName Defines which controller implements the Ingress resource. The value is directly propagated to the ingressClassName field of the Kubernetes Ingress object. See Ingress and Ingress class in the Kubernetes documentation for details. A valid IngressClass \"\"Genesys entryPoints.external.ingress.ingressClassName Defines which controller implements the Ingress resource. The value is directly propagated to the ingressClassName field of the Kubernetes Ingress object. See Ingress and Ingress class in the Kubernetes documentation for details. A valid IngressClass \"\"Deleting: ' the'Deleting: 'topics in the Setting up Genesys Multicloud CX Private Edition guide'
- Small update in GWS/Current/GWSPEGuide/DeployIngress view diff (8)
11
Genesys iii
- New content added to GWS/Current/GWSPEGuide/Configure view diff (11216)
17531
Deleting: 'enesys 'S ServiceDeleting: 'the 'hathathathatDeleting: 'Data 'nfigurationconfigurationconfigurationconfigurationData CollectordatacollectordatacollectordatacollectorInteraction Service
gws-platform-ixn
gws-platform-ixn
secrets.gws-platform-ixn-client-secret
GWS UCS Service
gws-platform-ucs
gws-platform-ucs
secrets.gws-platform-ucs-client-secret
GWS Deleting: 'Web Services and Applications (' servicesDeleting: 'in the
Setting up Genesys Multicloud CX Private Edition
guide'Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
Deleting: ' seconds. The minimum value is 1.
1 or greater
30'Deleting: '. The default is 10 seconds. The minimum value is 1'1DEPRECATED
- Use
gauth.authUrl
instead.
DEPRECATED
- Use
gauth.envUrl
instead.
Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
gwsServices.gwsAppWorkspace.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outDeleting: '
gwsServices.gwsAppWorkspace.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
1 or greater
1'1context.env.GWS_SERVICE_AUH_URL
DEPRECTED
- Use
gauth.authUrl
instead.
The internal service URI of the Genesys Authentication service. For example: http://gauth-auth.gauth.svc.cluster.local.:A valid URL
\"\"
gwsServices.gwsAppWorkspace.context.env.GWS_SERVICE_ENV_URL
DEPRECATED
- Use
gauth.envUrl
instead.
The internal service URI of the environment service (part of Genesys Authentication). For example: http://gauth-environment.gauth.svc.cluster.local.:80
A valid URL
\"\"
gwsServices.gwsAppWorkspace.service.ports.server
The port for this server.
A valid port
80
hathathathat.enabled
Enables the component deployment.
true or false
false
gwsServices.gwsPlatformChathathathathathathathat1hathat.consul.enabled
Enables Consul registration for the component.
true or false
true
gwsServices.gwsPlatformChat15Deleting: '30'hatDeleting: '03'51hathat.context.env
Environment variables for this container.
{}
gwsServices.gwsPlatformChat.livenessProbe.enable
Specifies whether to do a Kubernetes liveness probe to test if the container is running.
true or false
true
gwsServices.gwsPlatformChat.livenessProbe.failureThreshold
Minimum consecutive failures for the probe to be considered failed after having succeeded.
1 or greater
3
gwsServices.gwsPlatformChat.livenessProbe.successThreshold
Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
1 or greater
1
gwsServices.gwsPlatformChat.livenessProbe.initialDelaySeconds
Number of seconds after the container has started before liveness probes are initiated.
Number
120
gwsServices.gwsPlatformChat.livenessProbe.periodSeconds
How often (in seconds) to perform the probe.
1 or greater
30
gwsServices.gwsPlatformChat.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out.
1 or greater
10
gwsServices.gwsPlatformChat.service.ports.server
The port for this server.
A valid port
80
gwsServices.gwsPlatformChat.service.ports.management
The management port for this server.
A valid port
81
gwsServices.gwsPlatformChat.labels
Custom labels to be added for the container.
A valid set of labels as \"name: value\"
{}
gwsServices.gwsPlatformChat.annotations
Custom annotations to be added for the container.
A valid set of annotations as \"name: value\"
{}
GWS Configuration Service parameters
Parameter
Description
Valid values
Default
gwsServices.gwsPlatformConfiguration.name
The name of the container deployment.
String
\"gws-platform-configuration\"
gwsServices.gwsPlatformConfiguration.appType
The type of application in this container.
nodejs, java, or frontend
\"java\"
gwsServices.gwsPlatformConfiguration.livenessProbe.enable
Specifies whether to do a Kubernetes liveness probe to test if the container is running.
true or false
true
gwsServices.gwsPlatformConfiguration.livenessProbe.failureThreshold
Minimum consecutive failures for the probe to be considered failed after having succeeded.
1 or greater
3
gwsServices.gwsPlatformConfiguration.livenessProbe.successThreshold
Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
1 or greater
1
gwsServices.gwsPlatformConfiguration.livenessProbe.initialDelaySeconds
Number of seconds after the container has started before liveness probes are initiated.
Number
120
gwsServices.gwsPlatformConfiguration.livenessProbe.periodSeconds
How often (in seconds) to perform the probe.
1 or greater
30
gwsServices.gwsPlatformConfiguration.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out.
1 or greater
10
gwsServices.gwsPlatformConfiguration.clientId
The ID of an encrypted client secret generated by
Genesys Authentication
for this component.
A valid ID
\"gws-platform-configuration\"
gwsServices.gwsPlatformConfiguration.priorityClassName
The class name Kubernetes uses to determine the priority of the pods for this container deployment relative to other pods. See the
Kubernetes documentation
for details.
A valid priority class name
\"\"
gwsServices.gwsPlatformConfiguration.deployment.replicaCount
The number of pod replicas in this container deployment.
A number greater than 0
2
gwsServices.gwsPlatformConfiguration.resources.limits.cpu
The maximum amount of CPU Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of Kubernetes CPU
4
gwsServices.gwsPlatformConfiguration.resources.limits.memory
The maximum amount of memory Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of bytes
\"4Gi\"
gwsServices.gwsPlatformConfiguration.resources.requests.cpu
The guaranteed amount of CPU Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of Kubernetes CPU
1
gwsServices.gwsPlatformConfiguration.resources.requests.memory
The guaranteed amount of memory Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of bytes
\"4Gi\"
gwsServices.gwsPlatformConfiguration.context.ports.server
The port for this container.
A valid port
48030
gwsServices.gwsPlatformConfiguration.context.ports.management
The management port for this container.
A valid port
48031
gwsServices.gwsPlatformConfiguration.context.loggingLevel
Specifies the logging level for this container.
ERROR, WARN, INFO, DEBUG, or TRACE
\"\"
gwsServices.gwsPlatformConfiguration.service.ports.server
Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
gwsServices.gwsPlatformDatacollector.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outDeleting: '
gwsServices.gwsPlatformDatacollector.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
1 or greater
1'1
Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
gwsServices.gwsPlatformIxn.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outDeleting: '
gwsServices.gwsPlatformIxn.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
1 or greater
1'1Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
gwsServices.gwsPlatformOcs.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outDeleting: '
gwsServices.gwsPlatformOcs.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
1 or greater
1'1Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
gwsServices.gwsPlatformSetting.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outDeleting: '
gwsServices.gwsPlatformSetting.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
1 or greater
1'1
Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
gwsServices.gwsPlatformStatistics.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outDeleting: '
gwsServices.gwsPlatformStatistics.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
1 or greater
1'1
UCS Service parameters
Parameter
Description
alid values
Default
gwsServices.gwslatformUcs.name
The name of the container deployment.
String
\"gws-platform-ucs\"Ucs.enabled
Enables the componenttrue or false
falseUcsUcsucsUcsUcsUcsUcsUcs1UcsUcs.consul.enabled
Enables Consul registration for the component.
true or false
true
gwsServices.gwsPlatformUcs8Ucs8UcsUcsUcs.livenessProbe.enable
Specifies whether to do a Kubernetes liveness probe to test if the container is running.
true or false
true
gwsServices.gwsPlatformUcs.livenessProbe.failurereshold
Minimum consecutive failures for the probe to be considered failed after having succeeded.
1 or greater
3Deleting: 'Voice.service.ports.management
The management port for this server.
A valid port
81
gwsServices.gwsPlatformVoice.labels
Custom labels to be added for the container.
A valid set of labels as \"name: value\"
{}
gwsServices.gwsPlatformVoice.annotations
Custom annotations to be added for the container.
A valid set of annotations as \"name: value\"
{}
Gplus Adapter for Salesforce parameters
Parameter
Description
Valid values
Default
gwsServices.gws'cs
or greater
gwsServices.gwsPlatformcsPlatformcs
1 or greater
gwsServices.gwsPlatformUcs.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outPlatformcs.service.ports.server
The port for this server.
A valid port
80
gwsServices.gwsPlatformUcs.service.ports.management
The management port for this server.
A valid port
81
gwsServices.gwsPlatformUcs.labels
ustom labels to be added for the container.
A valid set of labels as \"name: value\"
{}
gwsServices.gwlatformUcs.annotations
Custom annotations to be added for the container.
A valid set of annotations as \"name: value\"
{}
GWS Voice Service parameters
Parameter
Description
Valid values
Default
gwsServices.gwsPlatformVoice.name
The name of the container deployment.
String
\"gws-platform-voice\"
gwsServices.gwsPlatformVoice.appType
The type of application in this container.
nodejs, java, or frontend
\"java\"
gwsServices.gwsPlatformVoice.livenessProbe.enable
Specifies whether to do a Kubernetes liveness probe to test if the container is running.
true or false
true
gwsServices.gwsPlatformVoice.livenessProbe.failureThreshold
Minimum consecutive failures for the probe to be considered failed after having succeeded.
1 or greater
3
gwsServices.gwsPlatformVoice.livenessProbe.successThreshold
Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
1 or greater
1
gwsServices.gwsPlatformVoice.livenessProbe.initialDelaythe container has started before liveness probes are initiated.
Number
120
gwsServices.gwsPlatformVoice.livenessProbe.periodSeconds
How often (in seconds) to perform the probe.
1 or greater
30
gwsServices.gwsPlatformVoice.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out.
1 or greater
gwsServices.gwsPlatformVoice.clientId
ID of an encrypted client secret generated by
Genesys Authentication
for this component.
A valid ID
\"gws-platform-voice\"
gwsServices.gwsPlatformVoice.priorityClassName
The class name Kubernetes uses to determine the priority of the pods for this container deployment relative to other pods. See the
Kubernetes documentation
for details.
A valid priority class name
\"\"
gwsServices.gwsPlatformVoice.deployment.replicaCount
The number of pod replicas in this container deployment.
A number greater than 0
2
gwsServices.gwsPlatformVoice.resources.limits.cpu
The maximum amount of CPU Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of Kubernetes CPU
4
gwsServices.gwsPlatformVoice.resources.limits.memory
The maximum amount of memory Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of bytes
\"4Gi\"
gwsServices.gwsPlatformVoice.resources.requests.cpu
The guaranteed amount of CPU Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of Kubernetes CPU
gwsServices.gwsPlatformVoice.resources.requests.memory
The guaranteed amount of memory Kubernetes allocates for the container. See the
Kubernetes documentation
for details.
Units of bytes
\"4Gi\"
gwsServices.gwsPlatformVoice.context.ports.server
The port for this container.
A valid port
48040
gwsServices.gwsPlatformVoice.context.ports.management
The management port for this container.
A valid port
4804
gwsServices.gwsPlatformVoice.context.loggingLevel
Specifies the logging level for this container.
ERROR, WARN, INFO, DEBUG, or TRACE
\"\"
gwsServices.gwsPlatformVoice.context.env
Environment variables for this container.
{}
gwsServices.gwsPlatformVoice.service.ports.server
The port for this server.
A valid port
80
gwsServices.gwsPlatformVoice.service.ports.management
The management port for this server.
A valid port
8
gwsServices.gwsPlatformVoice.labels
Custom labels to be added for the container.
A valid set of labels as \"name: value\"
{}
gwsServices.gwsPlatformVoice.annotations
Custom annotations to be added for the container.
A valid set of annotations as \"name: value\"
{}
Gplus Adapter for Salesforce parameters
Parameter
Description
Valid values
Default
gwsServices.gwsUiCrmworkspace.name
The name of the container deployment.
String
\"gws-ui-crmworkspace\"
gwsServices.gwsUiCrmworkspace.appType
The type of application in this container.
nodejs, java, or frontend
\"frontend\"
gwsServices.gwsUiCrmworkspace.livenessProbe.enable
Specifies whether to do a Kubernetes liveness probe to test if the container is running.
true or false
false
gwsServices.gwsUiCrmworkspace.livenessProbe.failureThreshold
Minimum consecutive failures for the probe to be considered failed after having succeeded.
1 or greater
3
gwsServices.gwsUiCrmworkspace.livenessProbe.successThreshold
Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
1 or greater
1
gwsServices.gwsUiCrmworkspace.livenessProbe.initialDelaySeconds
Number of seconds after the container has started before liveness probes are initiated.
Number
120
gwsServices.gwsUiCrmworkspace.livenessProbe.periodSeconds
How often (in seconds) to perform the probe.
1 or greater
30
gwsServices.gwsUiCrmworkspace.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out.
1 or greater
10Deleting: ' The default is 3. The minimum value is 1.'Deleting: '. The minimum value is 1'
1 or greater
gwsServices.gwsUiProvisioning.livenessProbe.timeoutSeconds
Number of seconds after which the probe times outDeleting: '
gwsServices.gwsUiProvisioning.livenessProbe.timeoutSeconds
Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
1 or greater
1'
Genesys services parameters
Parameter
Description
Valid values
Default
gauth.authUrl
e URL of the Authentication Service (part of
Genesys Authentication
). For example: http://gauthauth.gauth.svc.cluster.local.:80 Note: If a value is set for context.env.GWS_SERVICE_AUTH_URL, it overrides this parameter.
A valid URL
\"\"
gauth.envUrl
The URL of the Environment Service (part of
Geness Authentication
). For example: http://gauth-environment.gauth.svc.cluster.local.:80 If a value is set for context.env.GWS_SERVICE_ENV_URL, it overrides this parameter.
A valid URL
\"\"
Third-party s
prometheus.metricServer.enabled
hathat component. See
Create API clients
configurationconfigurationdatacollectordatacollectorixnixnocsocsettingettingstatisticsstatisticsgwplatform-ucs-client-secretencrypted client secret generated by Genesys uthentication for the gws-platform-ucs component. See
Create API clients
.
A valid client secretgwlatform-voice-client-secretclient secret generated by Genesys uthentication for the gws-platform-voice component.
A valid client secretsecrets.opusernameusername of an operational userusernamesecrets.ops-password
The encrypted password of the operational user.
A valid password
\"\"
secrets.gws-elasticsearch-password
The password for the Elasticsearch cluster. The username is set in
elasticSearch.username
.
A valid password
\"\"
Genesyservices sDeleting: ' the'Deleting: 'topics in the
Setting up Genesys Multicloud CX Private Edition
guide'GS serviceDeleting: 'Provision Genesys Web Services and Applications
'
- Small update in PEC-OU/Current/CXContact/CreateEditSchedule view diff (21)
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or edit a Schedule You can access and customize near-real time reporting data aout Schedules from the Schedules Dashboard . Click the Schedules menu. The Schedules list appears. For details, see the Schedules List Properties table b. Select your preferred view. Table View Deleting: 'real time reporting data about Schedules from the Schedules Dashboard . In the future a Calendar View option will be available. The Calendar View will display all of the existing schedules on the day on which the schedule should start. Click the Schedules menu. The Schedules list appears. For details, see the Schedules's all
- Small update in VM/Current/VMEventsandModels/CallTreatmentEvents view diff (-9)
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0
- New content added to VM/Current/VMEventsandModels/AgentStateandDNEvents view diff (-5716)
4320
eDeleting: ' >> Back to list EventQueueLogout The agent has logged out of the ACD queue specified by ThisQueue , but remains logged in to some other ACD queue. AgentID must be present if the agent is logged in through Voice Microservices or if the information is available. If present, the Extensions attribute might include a ReasonCode value specifically used to communicate hardware reasons. Event attribute Short description Event attribute Short description 'Deleting: 'MonitoringNextCall A request to monitor the next call(s) has been accepted. The event is delivered to the applications on the supervisor's and agent's desktops. A supervisor who monitors calls as a result of the TMonitorNextCall() request is able to hear and participate in conversations on the monitored DN. If it is necessary to receive events associated with conversations, the supervisor's soft phone must be registered with the various DNs that might be monitored. When the event is delivered to an application on the supervisor’s desktop, ThisDN is set to the supervisor’s DN and ThisDNRole is set to DNRoleObserver . When the event is delivered to an application on the agent’s desktop, ThisDN is set to the agent’s DN and ThisDNRole is set to DNRoleDestination . When the event is delivered to an application on the supervisor’s desktop, OtherDN is set to the agent’s DN and OtherDNRole is set to DNRoleDestination . When the event is delivered to an application on the agent’s desktop, OtherDN is set to the supervisor’s DN and OtherDNRole is set to DNRoleObserver . Event attribute Short description Event attribute Short description >> Back to list EventMonitoringCancelled The call monitoring has been canceled, either by a separate call to the TMonitorNextCall() function or to the TCancelMonitoring() function. The event is delivered to the applications on the supervisor's and agent's desktops. When the event is delivered to an application on the supervisor’s desktop, ThisDN is set to the supervisor’s DN and ThisDNRole is set to DNRoleObserver . When the event is delivered to an application on the agent’s desktop, ThisDN is set to the agent’s DN and ThisDNRole is set to DNRoleDestination . When the event is delivered to an application on the supervisor’s desktop, OtherDN is set to the agent’s DN and OtherDNRole is set to DNRoleDestination . When the event is delivered to an application on the agent’s desktop, OtherDN is set to the supervisor’s DN and OtherDNRole is set to DNRoleObserver . Event attribute Short description Event attribute Short description >> Back to list Event'Deleting: ' EventListenDisconnected The switch has registered Deaf mode for the specified telephony object (in OtherDN ). The following CallStates are used: CallStateOk : The party can still participate in conversation with some active members of the conference. CallStateDeafened : The party cannot listen to the conversation, but can be heard by the conference members. CallStateHeld : The party cannot hear or be heard by the conference members. The OtherDN attribute applies to the disconnected party. The ThirdPartyDN attribute specifies the party that cannot be heard by the disconnected party. The ThisDN attribute specifies the party that initiated the request. Event attribute Short description Event attribute Short description >> Back to list EventListenReconnected The switch has canceled Deaf mode for the specified telephony object. The OtherDN attribute specifies the reconnected party. The ThirdPartyDN attribute specifies the party that is heard by the reconnected party. The ThisDN attribute specifies the party that initiated the request. Event attribute Short description Event attribute Short description >> Back to list EventMessageWaitingOn The Waiting indicator has been turned on for the telephony object specified by ThisDN . Event attribute Short description Event attribute Short description >> Back to list EventMessageWaitingOff The Waiting indicator has been turned off for the telephony object specified by ThisDN . Event attribute Short description Event attribute Short description >> Back to list '
- Update on VM/Current/VMEventsandModels/CallTreatmentEvents view diff (-354)
296
Deleting: ' EventTreatmentRequired A call has been placed to a treatment device port specified by ThisDN and the switch or the treatment device is waiting for treatment instructions. Event attribute Short description Event attribute Short description >> Back to list '
- Small update in UseCases/Current/GenesysEngage-onpremises/EE09 view diff (-21)
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July 82
- Update on WID/Current/GCDeveloper/Accessibility view diff (996)
688
Configuration options Widget Option name Description WebChat ariaCharRemainingIntervals An array containing the intervals as a percentage at which the screen reader will announce the remaining characters when the user inputs text into the message area. By default, it is enabled with the following intervals, and it is customizable according to user needs. Configuring a value of false will let the screen reader call out remaining characters for every change. WebChat emojiList emojiList must be configured with display names to support the screen reader calling out the emoji name. These emoji names are applied as aria-label attributes on the non-text emoji markup.
- New content added to WID/Current/GCAPI/WebChat view diff (4095)
3086
Configure the v2 emoji menu by passing a string containing emoji into the WebChat configuration or through localization.
Important
If you define an emoji list in the WebChat configuration, it will override any emoji lists defined in localization files.
You configure the emoji list by specifying a string of emoji characters, like \"🤩🤪🤭🤫\". WebChat will parse this string and arrange them in the emoji menu.
// Configure a flat list of emoji characters
_genesys.widgets.webchat.emojiList = \"🤩🤪🤭🤫🤨₿🤮🤯🧐🤬🧡🤟🤲🧠🧒🧑🧔🧓🧕🤱₿🧙🧚🧛🧜🧝🧞🧟🧖🧗🧘🦓🦒🦔🦕🦖🦗🥥🥦🥨🥩
🇦🇺🇫🇷🎂🛍🇨🇦🇧🇷🐉🎅🇲🇽🕯🇨🇳🐰🎥🍂👨💪🎓🔥🎃🕎💕🕉🇺🇸👩🎊🏊🏳️🌈👑☪🌱☘☀🏈🦃💘👰⛄🎿⚽🌎\";
Add emoji display names
You can also add names to emojis so that their names will appear when you hover over them. To add a name to an emoji, simply add a colon after the question mark symbol, and then type the name. Separate each name with a semicolon.
The format is ;🤩:name;
You can only add one name to an emoji. The following sample shows the format for configuring several emojis.
// Configure an emoji list with emoji names
_genesys.widgets.webchat.emojiList = \"🤩:Star-Struck;🤪:Zany Face;🤭:Face With Hand Over
Mouth;🤫:Shushing Face;🤨:Face With Raised Eyebrow;₿:Bitcoin;🤮:Face Vomiting;
🤯:Exploding Head;🧐:Face With Monocle;🤬:Face With Symbols on Mouth;🧡:Orange Heart;
🤟:Love-You Gesture;🤲:Palms Up Together;🧠:Brain;🧒:Child;🧑:Person;🧔:Man: Beard;
🧓:Older Person;🧕:Woman With Headscarf;🤱:Breast-Feeding;🧙:Mage;🧚:Fairy;🧛:Vampire;
🧜:Merperson;🧝:Elf;🧞:Genie;🧟:Zombie;🧖:Person in Steamy Room;🧗:Person Climbing;
🧘:Person in Lotus Position;🦓:Zebra;🦒:Giraffe;🦔:Hedgehog;🦕:Sauropod;🦖:T-Rex;🦗:Cricket;
🥥:Coconut;🥦:Broccoli;🥨:Pretzel;🥩:Cut of Meat;🇦🇺:Australia Day;🇫🇷:Bastille
Day;🎂:Birthday;🛍:Black Friday;🇨🇦:Canada Day;🇧🇷:Carnival;🐉:Chinese New Year;🎅:Christmas;
🇲🇽:Cinco de Mayo;🕯:Diwali;🇨🇳:Dragon Boat Festival;🐰:Easter;🎥:Emoji Movie;🍂:Fall/Autumn;
👨:Father’s Day;💪:Festivus;🎓:Graduation;🔥:Guy Fawkes;🎃:Halloween;🕎:Hanukkah;
💕:Hearts;🕉:Holi;🇺🇸:Independence Day;👩:Mother’s Day;🎊:New Year’s Eve;🏊:Olympics;
🏳️🌈:Pride;👑:Queen’s Birthday;☪:Ramadan;🌱:Spring;☘:St Patrick’s Day;☀:Summer;
🏈:SuperBowl;🦃:Thanksgiving;💘:Valentine’s Day;👰:Wedding / Marriage;⛄:Winter;🎿:Winter
Olympics;⚽:World Cup;🌎:World Emoji Day;\";
Partially named lists
You don't have to add names for every emoji. You can add titles to only a select few.
// Configure an emoji list with only a few emoji names
_genesys.widgets.webchat.emojiList = \"🤩🤪🤭🤫🤨₿🤮🤯🧐🤬🧡🤟;🤲:Palms Up Together;
🧠🧒🧑🧔🧓🧕🤱₿🧙🧚🧛🧜🧝🧞🧟🧖🧗🧘🦓🦒🦔🦕🦖🦗🥥🥦🥨🥩🇦🇺🇫🇷🎂;🛍:Black Friday;
🇨🇦🇧🇷🐉🎅🇲🇽🕯🇨🇳🐰🎥🍂👨💪🎓🔥🎃🕎💕🕉🇺🇸👩🎊🏊🏳️🌈👑☪🌱☘☀🏈🦃💘👰;⛄:Snowman;🎿⚽🌎\";
Localization
Emojis can be localized so that each language has a preferred set of emojis and emoji titles.
Important
If you define an emoji list in the WebChat configuration, it will override any emoji lists defined in localization files.
The key name for defining an emoji list is \"EmojiList\". Emoji lists are defined in a localization file using the same syntax as the WebChat configuration.
{
\"en\": {
\"webchat\": {
\"EmojiList\": \"🤩:Star-Struck;🤪:Zany Face;🤭:Face With Hand Over Mouth;🤫:Shushing Face;\"
}
}
}
2022-07-07[ | edit source]
- Small update in PEC-AD/Current/Agent/ADhist view diff (-66)
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- Update on PEC-AD/Current/Agent/ADVideos view diff (103)
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How to schedule a Callback for any interaction type
- Small update in PEC-AD/Current/Agent/ADVideoGallery view diff (43)
61
Overview: Scheduling a Callback From: Schedule Callback
- Small update in PEC-AD/Current/Agent/ADCallback view diff (23)
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: Scheduling a Callback
- Small update in UseCases/Current/GenesysEngage-onpremises/CE34 view diff (-44)
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Deleting: 'Agent Setup validates the format and stores the uploaded public and private keys to the 'validates the format and after the keys pass the validation, Agent Setup uploads the public and private keys to RCS and Keys are uploaded into the regions in which Genesys product is deployed for the user. By default,are uploaded to multiple regions in whichproduct is deployed for the userDeleting: ' '
- Update on UseCases/Current/GenesysEngage-cloud/WF06 view diff (-229)
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- New content added to ATC/Current/SDK/Record view diff (1993)
1508
Restrictions
: See
Guidelines for custom event names
.
ODeleting: 'or ', or customAttributes. See
customAttributes
.AI-400 customAttributes
Replace above section with the following for GA:Adds extra information to
paeview
eventRestrictions:
Flat object with properties of type string, number, Boolean, or customAttribute
Example
ac('record', 'product_added', { price: 15.99, code: 'CDE-123', name: 'duct', hasBatteries: false });
Additionally, define the datatype for the attribute to define the value better.
Example
ac('record', 'product_added', { price: {datatype: 'integer' value: 15, name: {datatype: 'string' value: 'Product'});
AI-400 customAttributes for outcome value tracker
To derive the value of an outcome, create an event that comprises an associated value field. Then, using this event and the value field (thin the same event), track the value of
the outcome you created.
For example, the followievent tracks the products added with the value, price
When you create an outcome using this event, the products added along with their value is tracked as part of the outcome.:
Adds extra information to
pageview
event:
Object
Status:
Optional
Restrictions:
Flat object with properties of type string, number, or Boolean
Example
ac('record', 'product_added', { price: 15, code: 'CDE-123', name: 'Product', hasBatteries: false });
options
Description:
Used for more configuration
Type:
Object
Status:
Optional
Properties:
See the following table.
Name
Description
Type
- Small update in ATC/Current/SDK/Pageview view diff (1)
1
s
- Update on ATC/Current/SDK/Pageview view diff (111)
58
ODeleting: 'or ' or customAttribute. See customAttribute .
- New content added to ATC/Current/SDK/Web tracking API view diff (-3320)
2502
Deleting: '
Types of tracked data
The Journey JavaScript SDK lets you customize how you collect tracking data for your website. The most basic form of tracking is page view tracking. For page view tracking, Genesys Predictive Engagement records each page a visitor visits. You can also use the Journey JavaScript SDK to record custom visitor activities such as button clicks. For more information see
Track custom events
.
Track viewed pages
The
pageview
method tracks the webpages that your visitors view. To send a
pageview
, call the
ac
function and pass
pageview
as the first argument.
ac('pageview');
Important
By default, the Genesys Predictive Engagement tracking snippet contains the
ac
function.
Track custom events
The
record
method allows you to track custom events, usually as a result of a person interacting with an element or control in your website. For example, the click of a button.
The
record
method takes two parameters:
The name of the event to record as a string.
Note:
See
Guidelines for custom event names
.
An (optional) key-value hash of properties for the event.
An (optional) callback function that invokes when the request is completed.
An (optional) callback timeout, in milliseconds, to configure how long to wait when the event takes too long to complete. This option is useful to capture events (such as file downloads) before navigating to a different page/URL, ensuring that the visitor is always redirected.
ac('record', 'section_opened');
You can also provide extra metadata with your custom event:
ac('record', 'button_clicked', {
companyName: 'Acme Inc,',
employees: '100-500'
});
The following code sample shows how to record a file download and navigate to the file
URL /files/pricing.pdf
when capturing the event, or after 400 milliseconds:
ac('record', 'file.downloaded', {
name: 'Pricing',
fileType: 'pdf'
}, function () {
navigateTo('/files/pricing.pdf');
}, 400);
Guidelines for custom event names
Important
Event names:
Must be less than 255 characters; we recommend keeping them short and descriptive
Can contain any combination of alphanumeric characters, underscores, or hyphens only
The suggested format for custom event names is:
object-delimiter-action
, where object is the object that was interacted with, and action is the type of interaction that occurred.
Examples of custom event names include:
\"detected_errors\"
\"section_failed\"
\"section_submitted\"
\"product_added\"
\"product_removed\"
\"address_selected\"
'
- New page added: ATC/Current/SDK/customAttribute view
- New page added: ATC/Current/SDK/Types of tracked data view
2022-07-06[ | edit source]
- Update on PEC-AD/Current/Agent/ADhist view diff (346)
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(Chat includes the following private messaging channels: chat, sms, WhatsApp, Facebook Messenger, and Twitter Direct Message) (Workitems include various media types such as PDF, Microsoft Word, fax, proprietary document types, and the Facebook Public and Twitter Public channels)
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Tip Your organization might use Microsoft Teams or other third-party service to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services. . Tip Your organization might use Microsoft Teams or other third-party service to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services
- Update on PEC-AD/Current/Agent/ADNav view diff (465)
469
, such as a team member or third-partyMicrosoft Teams members in your organization routing pointor an agent group, and sometimes someone outside your company, , Tip For information about using Team Communicator to call or transfer/conference/consult with an internal target such as another agent, agent group, skill, routing point, interaction queue, queue, or external/third-party (such as Microsoft Teams members in your organization) refer to Internal interactions
- Small update in PEC-AD/Current/Agent/ADMessaging view diff (49)
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text text text
- New page added: PEC-AD/Current/Agent/ADKnowledgeCenter view
- New page added: PEC-AD/Current/Agent/ADGoogleAgentAssist view
- New page added: PEC-AD/Current/Agent/ADCallback view
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6690
, external targets (Including Microsoft Teams members )Tip Your organization might use Microsoft Teams or other third-party service to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services. wantDeleting: 'or ', or Microsoft Teams members when–Tip Your organization might use Microsoft Teams or other third-party service to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services. Deleting: ' instantly'including Microsoft Teams members , instantly, Deleting: ' will'–Deleting: 'drop-down 'Deleting: 'd'organizationmay contact people in their organization who are outside the Genesys contact center y connecting through an external or third-party application, such as Microsoft Teams. If your administrator has enabled this capability, perform the folloing steps to call antarget: Open Deleting: 's. If your administrator has enabled this capability, perform the following steps to call an agent group: Open Team' you select the All Types filter instead, external/third-party targets cane distinguished from agents or other contact center resources by service-specific icons next to their names; for example, Microsoft Teams: Enter the name of the person when looking for a team member in the search field. In the search results, click the Call button next to the name of the person that you want to call. Transfer, consultation, and conference call flows When you are handling a call with your contact, call flow is a little different when you include an external party through a service, such as Microsoft Teams. Because the external party is not a Genesys agent using gent Desktop, once you instant-transfer or two-step transfer (by a consultation or conference calls) the call to the external party, the call is no longer managed by Genesys, so the interaction ends and must be marked as Done . ransfer Here is the workflow when you want to transfer your active voice call to an external party: Click Transfer . When Team Communicator opensuse the Type filter to view only EThird Party targets. To find the target, enter their information, such as name, user name, or phone number, into the search field. Check to see if the target is available. Agent Desktop displays Ready when the target is available to take a call. To transfer the call, in Team Communicator , click the Transfer button next to the target's name. The call is transferred to the target and your interaction ends. Click Done . The call rings on the target's workstation. When the target answers their external service remote phone, the call is connected in the service. Consult Here is the workflow when you want to consult with an external party while you are handling a voice call with a contact: Click Consult . When Team Communicator opens, use the Type filter to view only External/Third Party targets. To find the target, enter their information, such as name, user name, or phone number, into the search field. Check to see if the target is available. Agent Desktop displays Ready when the target is available to take a call. To call, in Team Communicator , click the Consult button next to the target's name. Your external service remote phone rings and a call from the target is displayed on your workstation. When the target answers their external service remote phone, the call is connected in both the service and Agent Desktop. The call displays as a Consult Voice interaction in the Voice interaction with your contact. Use the Agent Desktop controls to handle the call. Your contact is put on hold while you talk to the external party. To talk to the contact, click Resume . The external party is put on hold. Use the consultation call controls to resume and end the call with the external party. Conference (and twostep transfer) Here is the workflow when you want to start a conference call with an external party while you are handling a voice call with a contact: Click Conference . When Team Communicator opens, use the Type filter to view only External/Third Party targets. To find the target, enter their information, such as name, user name, or phone numr, into the search field. Check to see if the target is availale. Agent Desktop displays Ready when the target is aailable to take a call. To start a conference call, in Team Communicator , click the Conference button target name. A new call notification is displayed on the target's workstation. When the target answers, the target is connected to your call. The conference target is displayed in the interaction party area. You, your contact, and the conference target can all hear each other. The target can hang up or you can use the Party Action menu to remove either party from the call. Click End to end the call. The contact and the conference target must also hang up for the call to end for all parties. Click Done to mark the interaction as done. Receiving a call from anternal party service To receive a call from an external party who is one of your team members on a third-party service such as Microsoft Teamsset your status to Ready on the Voice channel. When a team member calls you, a notification is displayed in both Agent Desktop and the third-party service. There is no Accept button on the Agent Desktop notification. To answer the call, use the third-party service. When you answer the call, a voice interaction is created in Agent Desktop. Use the Agent Desktop controls to handle the call. How do I contact another agent through a Routing Point or Queue? In some contact centers, calls are handled through a Routing Point, Interaction Queue, or Queue. Instead of transferring, conferencing, or consulting directly with another agent or to a member of an agent group, your environment might be set up to enable you to direct an interaction to another agent through a Routing Point, Interaction Queue, or Queue. If your administrator has enabled this capability, you can enter the name of the Routing Point, Interaction Queue, or Queue instead of the name of an agent or agent group when looking for a team member. If your administrator has enabled this capability, perform the following steps to call an agent group: Open Team Communicator. Select Routing Point , Interaction Queue , or Queue from the Filter by type menu. Enter the name of the Routing Point, Interaction Queue, or Queue instead of the name of an agent or agent group when looking for a team member. Click the Action enu isDeleting: ' be'isat thgostartnumeric ,
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Pulse does not currently support Deleting: ' is not supported currently'Deleting: '. An SMTP relay Facilitates email communications in an environment where GCXI reports or voicemails are sent as emails to contact center personnel. Genesys recommends PostFix, but you can use any SMTP relay that supports standard mail libraries'Deleting: 'made 'Deleting: 'made 'Deleting: ' above'
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Third-party services Name Version urpose Notes A container image registry and Helm chart repository Used for downloading Genesys containers and Helm charts into the customer's repository to support a CI/C pipeline. You can use any Docer OCI compliant registry. PostgreSQL .x Relational database. Kafka 2.x Message bus. Kafka isd to delivereporting events to Genesys Info Mart (GIM). It is the same Kafka for GIM and. Consul 1.8 Service discovery, service mesh, and key/value store. Redis 6.x Used for caching. Only distributions of Redis that support Redis cluster mode are supported, however, some services may not support cluster mode. Redis is required for communication between Orchestration Server (ORS) and IXN Server. It is the same Redis for ORS and IXN Server. Storage requirements In case logging into files is configured for IXN Server, it requires a volume storage mounted to IXN Server
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returns. Note: The getContextualOption method can be applied to any option, even if the option doesn’t support overriding options with a routing strategy in Workspace Web Edition. Only Workspace Web Edition options with the following text in their descriptions can be overridden by a routing strategy: \"This option can be overridden by a routing strategy as described in this Configuration Guide .\" Using the getContextualOption method doesn’t interfere with how Workspace Web Edition handles options
2022-07-01[ | edit source]
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Deleting: 'overview and 'Enabling monitoring in OpenShift Container Platform Enabling monitoring in GKE Platform Deleting: 's Monitoring your service'
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Deleting: ' 'Universal Contact Service architecture Related documentation: Suite-level guide All services Universal Contact Service Release Notes RSS: For private edition Introduction For inormation about the overall architecture of Genesys Multicloud CX private edition, see the high-level Architecture page. See also High availability and disaster recovery for information about high availability/disaster recovery architecture. Architecture diagram — Connections The numbers on the connection lines refer to the connection numbers in the table that follows the diagram. The direction of the arrows indicates where the connection is initiatedthe source) and where an initiated connection connects to (the destination), from the point of view of Universal Contact Service as a service in the network. Connections table The connection numbers refer to the numbers on the connection lines in the diagram. The Source , Destination , and Connection Classification columns in the table relate to the direction of the arrows in the Connections diagram above: The source is where the connection is initiated, and the destination is where an initiated connection connects to, from the point of view of Universal Contact Service as a service in the network. Egress means the Universal Contact Service service is the source, and Ingress means the Universal Contact Service service is the destination. Intra-cluster means the connection is between services in the cluster. Connection Source Destination Protocol Port Classification Data that travels on this connection 1 Browser Inbound Gateway HTTP 80 Ingress Inbound web traffic 2 Ingress Gateway UDM Gateway TCP 80 Ingress Inbound web traffic 3 UDM Gateway UDM Master DB TCP 5432 Intra-cluster UDM Gateway reads information about the jobs from the UDM Master DB. 4 UDM UDM Master DB TCP 443 Intra-cluster UDM reads information about the jobs from the UDM Master DB. 5 UDM Gateway External File Storage HTTP 443 Intra-cluster UDM Gateway uploads exported data to the External File Storage. 6 UDM External File Storage HTTP 443 Intra-cluster UDM uploads exported data to the External File Storage. 7 Prometheus UDM Gateway TCP 10052 Intra-cluster Prometheus polls UDM Gateway for metric endpoints. 8 Intelligent Workload Distribution UDM HTTP 8080 UDM exports iWD events using the iWD API. 9 UDM Authentication Service TCP 80 Intra-cluster UDM connect to GAUTH for authenticating UDM clients. 10 UDM Gateway Authentication Service TCP 80 Intra-cluster UDM Gatewat connects to GAUTH for authenticating UDM Gateway. 11 Prometheus UDM TCP 10052 Intra-cluster Prometheus polls UDM for metric endpoints. 12 Universal Contact Service Authentication Service TCP 80 Intra-cluster UCS connects to GAUTH for authenticating UCS-X clients. 13 Universal Contact Service GWS Workspace Service HTTP 80 Intra-cluster Agent Desktop accesses UCS-X through the aggregator (GWS Workspace API Internal ingress is used to support sticky session for CometD. 14 Intelligent Workload Distribution Universal Contact Service HTTP 80 Intra-cluster iWD stores workitem interactions in UCS-X and iWD also reads contacts from UCS-X. 15 Nexus Universal Contact Service TCP 8080 Intra-cluster Nexus access UCS-X API for storing and reading interactions (chat, socials) and contacts. 16 Prometheus Universal Contact Service TCP 10052 Prometheus polls UCS-X for metric endpoints. 17 Universal Contact Service Elasticsearch TCP 9200 Intra-cluster UCS-X logs are passed to Elasticsearch. 18 Universal Contact Service UCSX Tenant Database TCP 5432 Intra-cluster UCS-X operations with tenant data (interactions, contacts, categories) are stored in Tenant database. 19 Universal Contact Service UCSX Master Database TCP 6432 Intra-cluster UCS-X stores and accesses configuration data inside the UCS-X Master database: fetch configuration on instance startup periodically refresh configuration to get updates in runtime 20 UDM UCSX Master Database TCP 5432 UDM exports data from UCS-X Tenant database. 21 UDM Gateway Universal Contact Service TCP 443 UDM Gateway retrieves contact information for GDP related jobs.
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