Question
i3Vision Technologies Inc.
CA
Last activity: 2 Oct 2024 23:42 EDT
Integration to Genesys Cloud CX
When I look at the Pega Connectors and Adapters document under Collaboration and Communication, Phone and Voice there are two entries for Genesys. Genesys Cloud and Genesys Engage. They are very different products yet the documentation is the same for both and points to the same call flow for Pega with Genesys Pure Engage. Is there an integration for Genesys Cloud CX which is a CCaaS solution? Genesys Engage is a premise solution. Typically an integration to Genesys Cloud CX would be via API.
Accepted Solution
Updated: 3 Jul 2024 10:04 EDT
Pegasystems Inc.
IN
Accepted Solution
Updated: 3 Jul 2024 10:04 EDT
Pegasystems Inc.
IN
@MartinB16930949 Pega Call supports 3 different flavors of Genesys CTI integration
- Genesys Cloud CX – CCaaS Embeddable UI framework
- Genesys Engage platform (On prem)
- T Server integration (Server to server integration)
- Web services integration (Client to server integration)
Please find these for Genesys integration Adding Embedded UI links (pega.com) Adding Genesys Engage (Platform SDK) links (pega.com) Adding Genesys Engage Web Services links (pega.com)
Thanks for reviewing our documentation, can you please help point us with a doc link where you have obeserved the discrepancy.
MSJ Software Solutions Ltd
CA
@SandeepPenumadu
Could you please confirm from which version of Pega Call all the 3 flavors are supported?
We plan to integrate Genesys Cloud from Pega 8.6.4 but the Add CTI Link doesn't have the option for Genesys Cloud. It only has Genesys Engage (Platform SDK) and Genesys Engage (Web Services). I appreciate your help in understanding if Pega supports Genesys Cloud or if it is just a documentation error.
References:
https://docs-be.pega.com/bundle/pega-call-implementation-guide-86/raw/resource/enus/pega-call-implementation-guide-86.pdf
https://docs-be.pega.com/bundle/pega-call-feature-matrix-86/raw/resource/enus/pega-call-feature-matrix-86.pdf
MSJ Software Solutions Ltd
CA
@SandeepPenumadu,
I found the answer Embedded UI option supports below 3. Please ignore my above question about the CTI link. But please confirm if it works in Pega 8.6.4.
- For Amazon Connect embedded UI, enter
pega.cti.embeddedApi.AWSConnect. - For Five9 embedded UI, enter
pega.cti.embeddedApi.Five9. - For Genesys Cloud embedded UI, enter
pega.cti.embeddedApi.GenesysCloud.
Pegasystems Inc.
IN
@Madhu Chalamaiah Thank you for the follow-up questions. As you've correctly pointed out, we should select the "Embedded UI" option to configure the CCaaS embedded CTI links. For version 8.6.4, we support all three vendors you mentioned. Additionally, 8.6.6 is the latest patch.
MSJ Software Solutions Ltd
CA
@SandeepPenumadu Thanks for confirming. Appreciate it.
MSJ Software Solutions Ltd
CA
Hello @SandeepPenumadu
As we made progress towards this direction and now we are in the process of establishing connection. I am following the implementation guide(refer link below) and apart from Adding Embedded UI link instructions there is nothing more I could find. After adding the Embedded UI Link I don't have test connectivity option or any other options to proceed further.
Appreciate if you could guide or share any links for the next steps.
Thanks in advance.
Madhu
Pegasystems Inc.
IN
@Madhu Chalamaiah I assume that you have successfully configured the Genesys Cloud CTI link with the correct server URL. If yes, you can proceed to log in to Genesys Cloud CTI and test the connectivity directly from the interaction portal if you are working on the customer service portal.
@MartinB16930949 Pega Call supports 3 different flavors of Genesys CTI integration
Please find these for Genesys integration Adding Embedded UI links (pega.com) Adding Genesys Engage (Platform SDK) links (pega.com) Adding Genesys Engage Web Services links (pega.com)
Thanks for reviewing our documentation, can you please help point us with a doc link where you have obeserved the discrepancy.