Genesys Chat

Create an adapter to connect the Interaction Capture Service to the Genesys Interaction Server and Universal Contact Server to receive events from Genesys Engage.

Procedure 

  1. In Recorder Manager, navigate to General Setup > Integration Service > Settings.

  2. Click Create, then select Genesys Chat Adapter.

  3. Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated):

    Field

    Description

    Adapter Name

    Type a unique name for this adapter. Do not use any special characters or characters that truncate XML. This field is not case sensitive.

    Description

    Optional: Type a description of the adapter.

    Adapter Type

    A read-only field that lists the adapter selected above.

    Startup Type

    Select a startup type:

    • Automatic - Adapter starts automatically whenever the server is started.

    • Manual - Adapter starts only when a user clicks the Start button.

    • Disabled - Adapter is disabled at startup, requiring that you edit it to one of the above before it can start.

    DataSource

    Select the Application data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. that you created previously for Genesys Chat.

    Application Name

    A unique name for the application connection to Genesys.

    Interaction Server Host

    Enter the host name or IP address of the Genesys Interaction Server Host.

    Interaction Server Post

    Enter the port number of the Genesys Interaction Server Host.

    Use Secondary Interaction Server for failover

    Select this check box to enable failover if the primary Genesys Interaction Server goes down.

    Secondary Interaction Server Hostname

    Enter the host name or IP address of the backup Genesys Interaction Server Host.

    Secondary Interaction Server Port

    Enter the port number of the backup Genesys Interaction Server Host.

    Universal Contact Server Host

    Enter the host name or IP address of the Genesys Universal Contact Server Host.

    Universal Contact Server Port

    Enter the port number of the Genesys Universal Contact Server Host.

    Use Secondary Universal Contact Server for failover

    Select this check box to enable failover if the primary Genesys Universal Contact Server goes down.

    Secondary Universal Contact Server Hostname

    Enter the host name or IP address of the backup Genesys Universal Contact Server Host.

    Secondary Universal Contact Server Port

    Enter the port number of the backup Genesys Universal Contact Server.

    Security Settings

    Configure either a secure or non-secure connection. Select one of the following:

    • No Security- Creates a non-secure connection.

    • TLS using Keystore - If you select this option, you must also enter a Keystore Filename and a Keystore Password. Note that the keystore password should be the same as your private key password.

    • TLS using Verint system SSL certificates - Uses Verint system certificates from their default location.

  4. Click Save.