Integration with Genesys Cloud as CCaaS solution
Integration with Genesys Cloud as CCaaS solution
Currently Pega Customer Service Application (8.6.4) is integrated with Avaya. There is new initiative to replace Avaya with Genesys Cloud. Pega will connect to Genesys cloud through TECC connector. I have been doing a research and hardly to find any related documentation. Need help on below items.
- Based on previous experience, we should create new CTI link for Genesys Cloud. As per Pega document, should be embedded UI, need JS from Genesys to define attribute. This is different with our current Avaya CTI link. Anyone had similar experience?
- Genesys soft phone is single sign on. That means after agent log in Pega, they do not need log in softphone any more. This is different with Pega OOTB CTI function, currently for Avaya, we always see login screen. Anyone had similar experience?
- Project requirement is both Avaya and Genensys cloud will coexist for certain time as agent will be moved to Genesys Cloud phase by phase. How Pega handle this scenario for example like login, transfer, merge?
Any help would be much appreciate it.
Thank you in advanced.
Accepted Solution
Updated: 11 Jun 2024 6:36 EDT
Pegasystems Inc.
IN
Pegasystems Inc.
GB
@SandeepPenumadu is this a question you could answer?
Accepted Solution
Updated: 11 Jun 2024 6:36 EDT
Pegasystems Inc.
IN
@CeliaJPAD Thanks for reaching out, please find my in-line responses below.
Just curious, what is TECC connector in the above question?
- Based on previous experience, we should create new CTI link for Genesys Cloud. As per Pega document, should be embedded UI, need JS from Genesys to define attribute. This is different with our current Avaya CTI link. Anyone had similar experience?
Sandeep - Indeed, creating/configuring a new Genesys Cloud CTI involves defining the server URL among other details. It will adhere to the pattern of embedding a Genesys Iframe into Pega Call. However, the way in which the CTI connects with Pega Call will differ in the Genesys Cloud, as we will utilize the Genesys UI instead of the native Pega Call UI that is used for Avaya.
- Genesys soft phone is single sign on. That means after agent log in Pega, they do not need log in softphone anymore. This is different with Pega OOTB CTI function, currently for Avaya, we always see login screen. Anyone had similar experience?
Sandeep -
In Genesys Cloud, there is no need for a separate Softphone login if you specify the properties and values under the custom properties tab in the link configuration. If these are not defined, a separate CTI login is required.
Property: dedicatedLoginWindow
Value: true
Property: IdpLoginUrl
Value: https://login.mypurecloud.com/
@CeliaJPAD Thanks for reaching out, please find my in-line responses below.
Just curious, what is TECC connector in the above question?
- Based on previous experience, we should create new CTI link for Genesys Cloud. As per Pega document, should be embedded UI, need JS from Genesys to define attribute. This is different with our current Avaya CTI link. Anyone had similar experience?
Sandeep - Indeed, creating/configuring a new Genesys Cloud CTI involves defining the server URL among other details. It will adhere to the pattern of embedding a Genesys Iframe into Pega Call. However, the way in which the CTI connects with Pega Call will differ in the Genesys Cloud, as we will utilize the Genesys UI instead of the native Pega Call UI that is used for Avaya.
- Genesys soft phone is single sign on. That means after agent log in Pega, they do not need log in softphone anymore. This is different with Pega OOTB CTI function, currently for Avaya, we always see login screen. Anyone had similar experience?
Sandeep -
In Genesys Cloud, there is no need for a separate Softphone login if you specify the properties and values under the custom properties tab in the link configuration. If these are not defined, a separate CTI login is required.
Property: dedicatedLoginWindow
Value: true
Property: IdpLoginUrl
Value: https://login.mypurecloud.com/
- Project requirement is both Avaya and Genesys cloud will coexist for certain time as agent will be moved to Genesys Cloud phase by phase. How Pega handle this scenario for example like login, transfer, merge?
Sandeep - Yes, Pega allows the configuration of multiple links, and agents can access them separately if they are set up at the CTI level. For instance, consider a scenario with four teams, each comprising four agents. In Phase 1, Team 1 operates on Genesys Cloud while the remaining three teams use Avaya. Assuming Team 1's agents are configured on the Genesys end and the Genesys Cloud CTI link is set up on the Pega side, these agents can take calls using this system. In Phase 2, two teams might switch to Genesys Cloud, and two might continue with Avaya. This progression is typical but can vary by organization. Transferring calls from an Avaya agent to Genesys Cloud is feasible; however, this process is independent of Pega and must be managed at the CTI level.
Please let me know in case of any further questions
Thanks
Sandeep P
The Bank of Nova Scotia
CA
@SandeepPenumadu Thank you so much. Sorry, I just back from vacation. I am so glad to see all the answers, have better idea now.
My bad, should be TTEC, instead of TECC, it is adapter between Pega and Genesys Cloud. https://community.pega.com/marketplace/packaged-service-offering/ttec-unified-agent-desktop-genesys-cloud. Have you ever had experience with this?
I know Pega can have multiple CTI link. Is there way to control group of user, like team1, only can log in to Genesys Cloud, another group of user, like team 2, only can log in Avaya.
Thank you very much
@CeliaJPAD Thanks for reaching out, please find my in-line responses below.
Just curious, what is TECC connector in the above question?
- Based on previous experience, we should create new CTI link for Genesys Cloud. As per Pega document, should be embedded UI, need JS from Genesys to define attribute. This is different with our current Avaya CTI link. Anyone had similar experience?
Sandeep - Indeed, creating/configuring a new Genesys Cloud CTI involves defining the server URL among other details. It will adhere to the pattern of embedding a Genesys Iframe into Pega Call. However, the way in which the CTI connects with Pega Call will differ in the Genesys Cloud, as we will utilize the Genesys UI instead of the native Pega Call UI that is used for Avaya.
- Genesys soft phone is single sign on. That means after agent log in Pega, they do not need log in softphone anymore. This is different with Pega OOTB CTI function, currently for Avaya, we always see login screen. Anyone had similar experience?
Sandeep -
In Genesys Cloud, there is no need for a separate Softphone login if you specify the properties and values under the custom properties tab in the link configuration. If these are not defined, a separate CTI login is required.
Property: dedicatedLoginWindow
Value: true
Property: IdpLoginUrl
Value: https://login.mypurecloud.com/
@CeliaJPAD Thanks for reaching out, please find my in-line responses below.
Just curious, what is TECC connector in the above question?
- Based on previous experience, we should create new CTI link for Genesys Cloud. As per Pega document, should be embedded UI, need JS from Genesys to define attribute. This is different with our current Avaya CTI link. Anyone had similar experience?
Sandeep - Indeed, creating/configuring a new Genesys Cloud CTI involves defining the server URL among other details. It will adhere to the pattern of embedding a Genesys Iframe into Pega Call. However, the way in which the CTI connects with Pega Call will differ in the Genesys Cloud, as we will utilize the Genesys UI instead of the native Pega Call UI that is used for Avaya.
- Genesys soft phone is single sign on. That means after agent log in Pega, they do not need log in softphone anymore. This is different with Pega OOTB CTI function, currently for Avaya, we always see login screen. Anyone had similar experience?
Sandeep -
In Genesys Cloud, there is no need for a separate Softphone login if you specify the properties and values under the custom properties tab in the link configuration. If these are not defined, a separate CTI login is required.
Property: dedicatedLoginWindow
Value: true
Property: IdpLoginUrl
Value: https://login.mypurecloud.com/
- Project requirement is both Avaya and Genesys cloud will coexist for certain time as agent will be moved to Genesys Cloud phase by phase. How Pega handle this scenario for example like login, transfer, merge?
Sandeep - Yes, Pega allows the configuration of multiple links, and agents can access them separately if they are set up at the CTI level. For instance, consider a scenario with four teams, each comprising four agents. In Phase 1, Team 1 operates on Genesys Cloud while the remaining three teams use Avaya. Assuming Team 1's agents are configured on the Genesys end and the Genesys Cloud CTI link is set up on the Pega side, these agents can take calls using this system. In Phase 2, two teams might switch to Genesys Cloud, and two might continue with Avaya. This progression is typical but can vary by organization. Transferring calls from an Avaya agent to Genesys Cloud is feasible; however, this process is independent of Pega and must be managed at the CTI level.
Please let me know in case of any further questions
Thanks
Sandeep P