Pre-Requisites
For VSM to receive data from Genesys Cloud you will need an VSM Virtual Collector Administered. Details on adding a VSM Virtual Collector can be found here
The order of administration is as follows:
- Create VSM Virtual Collector
- Configure the Genesys Org
- Add the Genesys Org to the VSM Configuration
- Configure Amazon Event Bridge
Genesys Org Configuration
VSM uses Genesys API to collect data from Genesys Cloud. The following information is required to add Genesys Cloud to VSM:
- Client ID
- Shared Secret
- Base URL
In order to obtain the required fields the following steps need to be executed on Genesys Org.
- Create Custom Role
- Create an OAuth Client
- Authorize New Client
Create Custom Role
Browse to Genesys Cloud org
Click the 'Admin' button
Under People & Permissions, click on 'Roles /Permissions'
Click on the 'Add Role' button
The Role Details tab will appear
Fill in Role Details as per table below
| Field | Value | Mandatory/Optional |
|---|---|---|
| Name | Use descriptive name of the Role e.g. 'VSM Role' | Mandatory |
| Description | Enter Description of the Role e.g. 'VSM Role for Genesys' | Optional |
Once you have added a role name and description click on the 'Permissions' tab
Check the boxes for the following Permissions:
- Alerting > Alert > View
- Alerting >Rule >View
- Analytics > Conversation Detail > View
- Analytics > Data Export > View
- Analytics > Queue Observation > View
- Analytics > Speech and Text Analytics Aggregates > View
- Analytics > Tab Configurations > View
- Analytics > User Detail > View
- Analytics > User Observation > View
- Analytics > View Configurations > View
- Billing > Subscription > View
- Presence > Source > View
- Presence > userPrimarySource > View
- Routing > Queue > View
- Routing > Utilization > View
- Routing > Wrap-up Code > View
- Telephony > PCAP > View
- Telephony > Plugin > All
- Telephony > Station > All Permissions
Once you have selected the permissions click on the 'Change Membership' button at the bottom.
The new Role needs to be assigned to a user before it becomes available for selection within the OAuth administration used later in this document. This user assignment can be removed once administration of OAuth is complete.
The 'Change Membership for Role' window will appear
In the Search box type the username of any existing user (you can use the username of administrator making the current changes)
Check the check box next to the user then click the 'Save' button at the bottom of the form
Click the 'Save' button to save changes to the custom Role
Create an OAuth Client
Browse to Genesys Cloud org
Click the 'Admin' button
Under Integrations, click 'OAuth'
Click the 'Add Client' button
The Client Details tab will appear
Fill in the Client Details as per table below
| Field | Value | Mandatory/Optional |
|---|---|---|
| App Name | Use descriptive name of the app. This name is shown when someone authorizes this OAuth client. e.g. 'Virsae Genesys' | Mandatory |
| Description | Enter Description of the APP e.g. 'VSM for Genesys' | Optional |
| Token Duration | Accept the default value of 86400 | Mandatory |
| Grant Types | Client Credentials | Mandatory |
Click on the 'Roles' tab, a list of roles will be shown. Scroll to find the Role created in previous steps.
Assign the custom role created in previous steps (e.g. 'VSM Role' in this guide) by clicking the switch to the right. No other roles are required to be assigned.
Click on the 'Save' button then select the 'Client Details' tab
On the 'Client Details' tab you should now see a 'Client ID' and 'Client Secret', this detail will be used to onboard Genesys Org into VSM, make a note of these strings for latter user.
On the left hand side navigation menu click on 'Authorized Applications'
at the top right Click on the ' 
Authorize a Client' button
In the 'Client ID' field enter the 'Client ID' captured previously, then click on 'Authorize Client'
After clicking the 'Authorise Client' button the 'Scope' options will be presented. Under 'Scope' check the following, no other items are required to be checked:
- devices:readonly
- dialog:readonly
- geolocation:readonly
- license:readonly
- locations:readonly
- quaity:readonly
- routing:readonly
- telephony:readonly
- users:readonly
- alerting:readonly
- analytics:readonly
- architect:readonly
- assitstants:readonly
- conversation:readonly
- messaging-platform:readonly
- presence:readonly
- user-basic-info
- stations:readonly
Once the Scope is selected click the 'Approve' button.
The state for your app will now show 'Approved'. The Genesys setup is now complete.
Remove Custom Role from User (Optional)
If you wish to remove the role assigned to the user earlier in this document follow these steps:
Browse to Genesys Cloud org
Click the 'Admin' button
Under People & Permissions, click on 'Roles /Permissions'
In the Search box type the name of the custom role created earlier ((e.g. 'VSM Role' in this guide)
Click on the 3 dots under Actions and click Change Membership
Uncheck check box next to the user
Click Save
You are now ready to add the Genesys cloud configuration to the VSM Web Portal. After this has been added there is a subsequent step to administer the Amazon Event bridge.
Web Portal Configuration
Add Genesys Cloud
Log in to VSM web portal using your VSM credentials and password
For your customer, select Service Desk > Equipment Locations Right-click on the Equipment Location (Virtual Collector) and select Manage Cloud Services
At the bottom of Manage Cloud Services click 'Add Services'
A form will open in which you can populate the Genesys Cloud Service details collected earlier in the document as per the table below
Select the Vendor Genesys and Service Pure Cloud Service
Web Portal - Add Genesys Cloud Field Description
| Field | Value | ||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Vendor | Genesys | ||||||||||||||||||||||
| Service | Pure Cloud Service | ||||||||||||||||||||||
| Friendly Name | Friendly Name for Genesys Cloud | ||||||||||||||||||||||
| Client ID | Client ID displayed under the added application | ||||||||||||||||||||||
| Base URL | Use URL Based on your org Location as below
| ||||||||||||||||||||||
| Shared Secret | Client Secret displayed under the added application
|
When you have completed the form click 'Add'.
Genesys Equipment ID
Once the Genesys Service has been added click on the Copy button next to Genesys Cloud instance to copy Equipment ID and save it to Notepad, this is required for Amazon Event Bridge Configuration
The VSM Web Portal Configuration now now complete. Now you must administer the Amazon Event Bridge.
Amazon Event Bridge Configuration
Amazon Event Bridge for Genesys Cloud enables VSM to gather information on Agent Status.
Browse to Genesys Cloud Org
Click the 'Admin' button
Under Integrations, click on 'Integrations'
Click on ' Integrations' button
In the Search box, type 'EventBridge'
Locate the card titled Amazon EventBridge Source
Click Install.
After Installation is completed, From Details tab, accept the default name (Amazon EventBridge Source) or type a different name
Select the 'Configuration' tab
Genesys Org - Amazon Event Bridge Configuration
| Property Name | Value | |||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| AWS Account ID | 595991313776 | |||||||||||||||||||||||||||||||||
| AWS Account Region | Use AWS AWS Region Based on your Genesys Org Location
| |||||||||||||||||||||||||||||||||
| Event Source Suffix | Genesys Cloud Equipment ID Value from here | |||||||||||||||||||||||||||||||||
| Topic Filtering | Click on Select Topics and choose v2.users.{id}.activity v2.telephony.providers.edges.{id}.metrics
Click Save |
Click Save
Click the 'Details' tab
Click the toggle so that the integration is Active
Click 'Yes'.
The Genesys Cloud configuration is now complete. Please advise support@virsae.com you have added Amazon Event Bridge and the Team will have this activated for you.