Overview of Genesys integration
Genesys is another CTI provider which can be integrated with your Fusion application.
You need to use the Platform SDK provided by Genesys for the integration.
Here's an overview of the components that make up the integration:
About the Java Microservice
For the current integration with Genesys PureEngage, you need to use a Java microservice that communicates to Genesys using the Genesys PSDK. This Java Microservice acts as a bridge between the Genesys server and your media toolbar application. Events from Genesys are propagated to your media toolbar application through this microservice using web sockets. So, you need to initialize this web socket in your media toolbar application before making the agent available for calls. Here are the events that are part of the integration:
| Event | Description |
|---|---|
| EventRegistered | The agent has signed in and is ready to receive calls. |
| EventRinging | Incoming call notification. |
| EventEstablished | Call accepted notification. |
| EventReleased | Call ended notification. |
There are also call operations such as accept call, disconnect call, initiate call from your media toolbar application are propagated to Genesys by firing REST APIs which are served by the microservice. Here's the call operations that can serve the microservice:
| Type | Description |
|---|---|
| Register | Register the agent and make the agent available to receive the calls. |
| Accept | Accept the incoming call. |
| Rejecct | Reject the incoming call. |
| Hangup | Hangup the ongoing call. |
| MakeCall | Start an outbound call. |
About the Softphone
Genesys integration as part of this tutorial series uses VoIP based integration and you need to configure a softphone with your Genesys credentials. Zoiper, Phonerlite, Bria are a few of the softphone applications that can be configured with your Genesys account. Once you configure your softphone, the incoming calls to your Genesys number will be received in your softphone and you can accept it from the softphone itself. Outgoing calls are also made through the softphone.