Genesys Generic Connector Deployment

Purpose

This deployment guide provides detailed instructions for installing, configuring, and using the Genesys Generic connector which can be used to integrate with multiple CRMs.

Intended Audience

This document is intended for customers who want to deploy a Genesys Generic Connector.

Prerequisites

• You must have Genesys Generic Contact Center set up and configured.

Configuring the Genesys Cloud Contact Center

There are two types of deployments in Genesys:

• 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

• 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-dynamics-connector or any meaningful name of the app.

5. Type a brief description of the app in the Description box. (Optional)

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. 

An OAuth client added to your Genesys Cloud organization (optional for some private versions) with the required scopes.

10. Click Save.

11. A Client ID will be created that we use in the Framework.js file. Copy the Client ID and save it somewhere.

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.

1. Add an integration.

   • In Genesys Cloud, click Admin.

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

2. At the upper right, click + Integrations.

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

Configure the integration.

1. Download the framework.js file.

2. Open the framework.js file in some editor (e.g. Notepad++). Edit and update the App name & Client ID (Configured above in the document) in the file.

3. Click on the installed Private Genesys Cloud Framework.

4. Click the Configuration tab.

5. Click Browse and upload a 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.

6. Click Save.

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

8. If we click on the three dots in last column, the following options appear We can edit, Activate\Deactivate or delete the integration.

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) 

Genesys Generic Connector Deployment

Before you begin, verify that on the server, you have:

• Installed Kubernetes. If not, see Deployment Planning

• Setup storage. If not yet, see Storage Solution - Getting Started

Pulling The Genesys Generic Connector from Git

The application code alongside the Kubernetes files are deployed on this repo Genesys Generic Connector.

1. Create a directory with name as genesys-generic-connector or according to your ease.

2. Navigate to newly created directory by cd genesys-generic-connector.

3. Pull the the code from the:

git clone --branch Tag-1.0.0 --depth 1 https://gitlab.expertflow.com/cti/genesys-generic-connector

If you’re testing for QA, please pull from the develop branch to include latest development changes. git clone -b develop https://gitlab.expertflow.com/cti/genesys-generic-connector

4. After that, if you want to get the latest changes to code, navigate into the created directory (with cd <dir-name>), and run develop

5. Run cd kubernetes to change directories. This is where all the YAML files are stored.

Setting Up Environment

We use Kubernetes for our server deployment, on which the static files for the connector will be served, and where the Genesys Generic Connector will be running.

Namespace

Create a namespace “expertflow” if it doesn’t exist.

kubectl create namespace expertflow

Configure Ingress.yaml

Genesys Generic Connector should be accessible by a fully qualified domain name. Assign the FQDN.

Replace <FQDN> with your FQDN for Genesys Generic Connector (e.g. projectsdemo.expertflow.com) and run this command.

sed -i 's/devops[0-9]*.ef.com/<FQDN>/g' genesys-ingress.yaml

Create Self-Signed SSL/TLS Ingress Certificates (optional if already present)

Please modify the <FQDN> with your current FQDN before applying the following command.

1. Create IngressCerts directory (optional)

   CODE

   mkdir ingress-certs  

2. CODE

   cd ingress-certs

• set the Variable name to your FQDN (e.g. projectsdemo.expertflow.com).
  The ${FQDN} variable in following commands will be replaced with the value you provided in this step

  CODE

  export FQDN=<enter FQDN here>

• Now generate a secret with the following commands.

  CODE

  openssl req -x509 \ -newkey rsa:4096 \ -sha256 \ -days 3650 \ -nodes \ -keyout ${FQDN}.key \ -out ${FQDN}.crt \ -subj "/CN=${FQDN}" \ -addext "subjectAltName=DNS:www.${FQDN},DNS:${FQDN}" 

• Create a Kubernetes secret in your required namespace. In our case it’s expertflow

  CODE

  kubectl -n expertflow create secret tls hs-ef-ingress-tls-secret --key  ${FQDN}.key --cert ${FQDN}.crt

Configure genesys-deployment.yaml

• Open the genesys-deployment.yaml file.

• Replace the image with the updated build tag.

• Updated build tag is

  CODE

  gitimages.expertflow.com/cti/genesys-generic-connector/build:develop-d5320b522daa124c692bdef0b3a264b1bc920ef0

Applying Kubernetes YAMLs

• Apply the service with kubectl apply -f genesys-service.yaml

• Apply the image-pull secret with kubectl apply -f genesys-imagePullSecret-expertflow.yaml

• Apply the Ingress with kubectl apply -f genesys-ingress.yaml. (For RKE2-based Ingresses using Ingress-Nginx Controller)

• Apply the deployment with kubectl apply -f genesys-deployment.yaml