Solution Component and Architecture

Introduction

This document describes the architecture diagram and solution components of the Genesys connector.

Intended Audience

The document is intended for developers with knowledge of Genesys Connector and SAP CRM.

Technical Overview

Following is the architecture diagram that illustrates how the Genesys connector is integrated into SAP CRM.

Communication Flow

• The agent accesses SAP, which includes an iframe integration of the Genesys Agent Desk.

• The Genesys Agent Desk is embedded within SAP using the Genesys Cloud Embeddable Framework, which utilizes WebRTC and APIs.

• This generic connector facilitates communication between the Embeddable Framework and the Genesys Events system.

• When a call arrives at Genesys Cloud, the Genesys Framework receives the event. The generic connector manages these events and notifies the Agent Desk within SAP.

• A screen pop appears, displaying the customer’s CRM record.

• The agent answers the call and interacts through the Genesys Agent Desk inside SAP CRM.

• Subsequently, the agent performs all necessary operations within SAP, while the Genesys iframe is used solely to execute operations such as Consult, Transfer, and Conference the interaction to different agents.

• Conversation events, notes, and outcomes are synchronized between SAP and Genesys through the generic connector.