Deployment Guide

There are two types of deployments in Genesys i-e

• Private Deployment 
• Public Deployment

Private Deployment

The administrators can add the integration and upload the framework.js file to the company’s Genesys Cloud organization. A maximum of five different implementations of the integration in a single Genesys Cloud organization are allowed. We may want to use different implementations with various third-party products.

Following are the steps required to configure the private deployment.

Prerequisites for running the integration in Genesys

Following is the list of items required

• An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).To use WebRTC phones with the client, turn off the pop-up blocker in your browser.
• Per-user licenses for Genesys Cloud (Communicate or higher).

Configure OAuth Client

In order to configure you need to log in as an administrator. The following permission is required to configure the OAuth client

• OAuth > Client > Add permission

Steps to configure OAuth client 

1. Click Admin.
2. Under Integrations, click OAuth.
3. Click Add Client. The Client Details tab appears.

   

4. Set the App Name to  Expertflow or any meaningful name of the app.
5. (Optional) Type a brief description of the app in the Description box.
6. Set the duration of time until tokens created with this client expire.

   Accept the default duration, or enter a value between 300 and 172800 seconds. This duration sets the lifetime of the token to a maximum of two days or less.
   Tip: Genesys recommends setting the token duration to 18 hours (64800 seconds). This duration generally causes the token to expire outside an agent’s normal workday.

7. Under Grant Types, select Implicit Grant (Browser).

8. Under Authorized redirect URIs, add https://apps.mypurecloud.com/crm/index.html, Customize the URI according to the customer Genesys Cloud region.

9. Under Scope, add all required scopes. 
10. An OAuth client added to your Genesys Cloud organization (optional for some private versions) with the required scopes.

    
    

    • conversations
    • notifications
    • organization:readonly
    • outbound:readonly
    • presence
    • routing:readonly
    • scripts:readonly
    • stations:readonly
    • user-basic-info
    • users
    • voicemail
    • workforce-management
    • external-contacts:readonly
    • quality:readonly
11. Click Save.
12. A Client ID will be created that we use in the Framework.js file

Agent Permissions Required 

The permission names appear in different formats. It all depends on where we access the permissions in Genesys Cloud, The integration looks for permissions, not roles, assigned to a user in Genesys Cloud.

Private Genesys Cloud Embeddable Framework integration

Follow the steps to do the private deployment of the integration. Add one or more Private Genesys Cloud Embeddable Framework integrations to Genesys Cloud.

1. Add an integration.

• In Genesys Cloud, click Admin.
• Under Integrations, click Integrations. A list of all integrations that we have installed appears.

• At the upper right, click Integrations. A list of available integrations appears.

• Search for Private Genesys Cloud Embeddable Framework and click Install.

2.  Configure the integration.

1. • Click on OAuth in Integrations and click on the created app name

• Download the framework.js file.
• Open the framework.js file in some editor. Edit and update the App name & Client ID (Configured above in the document) in the file

• After editing and updating the framework.js file will look like the following

• Click on the installed Private Genesys Cloud Framework

• Click the Configuration tab.

• framework.js File: Click Browse and upload a framework.js file.

Note: The framework.js File Due to caching, users must refresh their client to see the effect of the new file. Any changes to the integration may take several minutes to appear.

Click Save.

3.. Activate the integration.

1. 1. Under the integration that we just added, click the Status toggle to change it from Inactive to Active.

4. Edit, Delete, Activate\Deactivate the integration

1. • If we click in the last column the following options appear We can edit, Activate\Deactivate or delete the integration.
   • If we click on the delete option, a pop-up box will appear requiring the confirmation of the deletion.

Adding the multiple Private Deployments.

The following steps need to be done to produce multiple private deployments.

• Configure a separate OAuth Client for multiple deployments. (for creating the OAuth client described above)
• Add a separate Private Genesys Cloud Embeddable Framework (for creating the Private Genesys Cloud Embeddable Framework described above) 

Configure CIF on Dynamics CRM

Login to the CRM. Go to the published apps. Select the ‘ channel integrated framework’.

Note: If CIF is not installed then follow this guide to install it on your CRM. 

Click on the new button to create a new active channel provider and fill in the details as given in the screenshot below.

• Name: EFCTI
• Label: Genesys CTI
• Channel Url : https://apps.mypurecloud.de/crm/embeddableFramework.html?enableFrameworkClientId=true
• Enabled outbound Communication: Yes
• Channel Order: 1

1.   Select Unified Interface Apps for the Channel
2.   Select the Unified app where you want to embed the CTI. 
3.   Assign roles according to your requirements. 
4.   Click on Save Button. 

Go to the Unified app that you selected. It will look like the following screenshot.

Public Deployment

AppFoundry partners develop integrations and publish the integrations to the AppFoundry for public use. (We have already sent the publication to Genesys for approval. Waiting for their final feedback)

Any company that has the correct permissions can enable the integration in the AppFoundry.

Prerequisites

The following are the prerequisites for the deployment of the Genesys CTI customization.

1. The user must have administrative rights 

Installation of  Genesys CTI Customization 

This middle layer can be deployed on any window server in any application server of the user's choice (IIS, Tomcat, etc). The following section lists the steps to deploy the application on an IIS server.

1. Download the GenesysCTIDynamics and extract. In the extracted folder, There will be an index.html file. Copy the file and place them in the (c:\inetpub\wwwroot\GenesysCTIDynamics) or any desired directory.  
2. Open IIS. It can be opened by pressing window+R, writing inetmgr, and clicking OK. It will run IIS Manager.
   
   
   • Right-click on Sites to Add a new Site.
     
     

     

     
     
   • 259pxAdd new Site, Site name (GenesysCTIDynamics).
     
     

     

     
     
   • Physical path (cc:\inetpub\wwwroot\GenesysCTIDynamics).
   • The Port, the default value is 80 but any other value can be assigned.
   • Please follow this guide to install and configure the SSL certificates on IIS in order to run the cti_toolbar on HTTPS.
   • If the FQDN after the deployment e.g https://www.GenesysCTIDynamics:5539 or whatever is configured
3. Open an index.html file and locate the iframe tag in the file. 
4. The parameter ctiApplication has the value https://www.gctoolbar.com:5539/. Change it to the current FQDN e.g https://www.GenesysCTIDynamics:5539/ 
5. Similarly update the parameter clientID to the configured clientID.

Configure CIF on Dynamics CRM

Login to the CRM. Go to the published apps. Select the ‘ channel integrated framework’.

Note: If CIF is not installed then follow this guide to install it on your CRM. 

Click on the new button to create a new active channel provider and fill in the details as given in the screenshot below.

• Name: EFCTI
• Label: Genesys CTI
• Channel Url : https://www.GenesysCTIDynamics:5539 (same as the deployed FQDN)
• Enabled outbound Communication: Yes
• Channel Order: 1

1.   Select Unified Interface Apps for the Channel
2.   Select the Unified app where you want to embed the CTI. 
3.   Assign roles according to your requirements. 
4.   Click on Save Button. 

Go to the Unified app that you selected. It will look like the following screenshot.