{"id":50980,"date":"2023-01-21T15:15:13","date_gmt":"2023-01-21T15:15:13","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=50980"},"modified":"2023-10-16T07:47:02","modified_gmt":"2023-10-16T06:47:02","slug":"configuring-the-genesys-agent","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-genesys-agent\/","title":{"rendered":"Configuring the Genesys Agent"},"content":{"rendered":"

Genesys Voice Platform unifies web and VoIP telephony networks to enable new and powerful voice self-service applications.<\/span> Kore.ai XO Platform\u2019s Genesys Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Genesys.\u00a0<\/span><\/p>\n

This post provides the configuration steps for enabling the Genesys Agent integration. Use the configurations provided below as general guidelines, as there could be some differences based on the version of the Intercom that you are using.\u00a0<\/span><\/p>\n

Overview<\/span><\/span><\/h2>\n

Kore.ai\u2019s Virtual Assistant (VA) serves as the central point of interaction for the users. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the Genesys agents to hand over conversations seamlessly. The VA also allows you to integrate with the Intercom platform. The VA facilitates communication and interaction between the user and the Genesys agent using the chat module.<\/span>\u00a0<\/span><\/p>\n

Configuration<\/span><\/span><\/h2>\n

To configure the Intercom agent, follow the instructions in the sections below.<\/span><\/p>\n

Step 1: Retrieve your Organization ID<\/span><\/span><\/h3>\n
    \n
  1. To retrieve your organization ID, please follow the steps mentioned at <\/span>https:\/\/developer.mypurecloud.com\/api\/webchat\/widget-version2.html#obtain_your_genesys_cloud_organization_id<\/span><\/a><\/li>\n
  2. Copy this ID under the <\/span>Organization ID<\/b> field and keep it for future use.<\/span><\/li>\n<\/ol>\n

    Step 2: Create a Deployment ID<\/span><\/span><\/h3>\n
      \n
    1. To create a Deployment ID, log in to <\/span>Genesys Pure Cloud<\/span><\/a> and navigate to <\/span>Admin > Contact Center > Widgets<\/b>.<\/span><\/li>\n
    2. Under widgets, Click <\/span>Create Widget<\/b> with Widget Type selected as Third Party.<\/span><\/li>\n
    3. Copy this ID under the Deployment ID<\/b> field and keep it for future use.<\/li>\n<\/ol>\n

      Step 3: Create a Queue<\/span><\/span><\/h3>\n
        \n
      1. Log in to <\/span>Genesys Pure Cloud<\/span><\/a> and go to <\/span>Admin > Contact Center ><\/b> Queues and Create a queue.<\/span><\/li>\n
      2. Copy this name under the Queue Name<\/b> field and keep it for future use.<\/li>\n<\/ol>\n

        Step 4: Enable the Genesys Agent<\/span><\/span><\/h3>\n
          \n
        1. Log in to the Kore.ai XO Platform: <\/span>https:\/\/bots.kore.ai\/botbuilder<\/span><\/a><\/li>\n
        2. Select a Virtual Assistant for which you want to configure the Genesys agent.\u00a0<\/span><\/li>\n
        3. Navigate to <\/span>Build > Integrations > Agent Transfer<\/b> and click the <\/span>Genesys <\/b>button.<\/span>
          \n          \"\"<\/a><\/li>\n
        4. Click the <\/span>Configurations <\/b>tab and enter the following credentials for the Genesys Agent:<\/span>\n