Deployment Guide

This document provides deployment details of the Genesys Connector for SAP Sales and Service Cloud CRM.

Prerequisites

The following are the prerequisites for the deployment of the SAP Genesys Connector.

You must have SAP Sales and Service Cloud.
The user must have administrative rights.
Genesys Generic connector should be deployed. Follow Genesys Generic Connector Deployment Guide

SAP 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

Create a directory with name as mkdir sap-connector or according to your ease.
Navigate to newly created directory by cd sap-connector.
Pull the the code from the:

CODE

git clone --branch yaml-1.0.0 --depth 1 https://gitlab.expertflow.com/cti/sap-crm-generic-connector

Run cd sap-crm-generic-connector/kubernetesto change directories. This is where all the YAML files are stored.

Setting Up Environment

If you have already deployed generic connector for genesys then skip these steps and directly move to Configure Ingress.

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

Namespace

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

CODE

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' sap-generic-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.

Create IngressCerts directory (optional)

CODE
```
mkdir ingress-certs  
```

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 sap-generic-ingress.yaml

Open the sap-generic-ingress.yaml file.
Replace the hosts and host value with the FQDN on which you are deploying the application.
Set the path with a unique name for your sap connector.
You have to replace the value for UNIQUE_NAME with the path which you will use for your application.

Configure sap-generic-configmap.yaml

Open the sap-generic-configmap.yaml file.
Replace the configuration values with the actual values like
- CONTACT_CENTER: <It is combination of different parts in case of Genesys>
- GC_URL: <URL for Generic Library>
- LICENSE_KEY: <LICENSE_KEY>

CONTACT_CENTER: <FQDN for Gensys>/crm/embeddableFramework.html?enableFrameworkClientId=true&ctiApplicatio=<FQDN for SAP Connector>/&clientID=<CLIEND_ID>

Configure sap-generic-deployment.yaml

Open the sap-generic-deployment.yaml file.
Replace the image with the updated tag.
Updated tag is

gitimages.expertflow.com/cti/sap-crm-generic-connector:1.0.0

Applying Kubernetes YAMLs

Apply the service with kubectl apply -f sap-generic-service.yaml
Apply the image-pull secret with kubectl apply -f sap-generic-imagePullSecret-expertflow.yaml
Apply the Ingress with kubectl apply -f sap-generic-ingress.yaml. (For RKE2-based Ingresses using Ingress-Nginx Controller)
pply the service with kubectl apply -f sap-generic-configmap.yaml
Apply the deployment with kubectl apply -f sap-generic-deployment.yaml

SAP Sales and Services Cloud CRM Configurations

Follow these steps to install the Genesys Connector inside SAP Sales and Services Cloud CRM:

Log in to SAP with administrative privileges.
Go to Settings > All Settings, search for General Settings, and select the one for Agent Desktop then make sure to activate all options.
Go to Settings > All Settings, search for Content Security Policy, then add the URL domain (*.domain.com) to all available sections.
Go to Settings > All Settings, search for Live Interaction Widget, then add the following configuration:

Label	Value
Provider Name	Add a name to be displayed as the title. e.g. Genesys Connector
Provider ID	This is the CTI toolbar provider, e.g., Expertflow.
Provider URL	This should point to the Deployed application URL.
Enable Outbound Telephony	Activate this option to support the click-to-dial feature.
Call Attached Data	Select Custom 1.
Channels	Add all supported channels, such as phone and chat, and activate them. For Chat, ID = CHAT, Identify Customer By = Email For Phone, ID = PHONE, Identify Customer By = Phone

After adding the details for provider, click on Save button.
Toggle the button to make the Agent Desk Active.
Then reload the SAP and click on CTI Widget option on the top right header options. The deployed application will be loaded.