Genesys Cloud CX API Adapter

The Genesys Cloud CX API adapter connects to a region-specific Genesys Cloud CX API to receive call events and data.

Before you begin 

Create the Genesys Cloud CX 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..

Daily restart to renew OAuth token

The adapter needs to restart regularly to renew the OAuth token and maintain its connection to the Genesys Cloud OAuth client. The primary adapter automatically restarts at midnight daily. If you have a secondary adapter, it restarts one hour after the primary adapter. You can adjust the primary adapter's restart time by adding a RestartTime key to the adapter's Advanced Settings.

Procedure 

  1. In Recorder Manager, go to General Setup. Under Integration Service, click Settings.

  2. Click Create, then select Genesys Cloud CX API Adapter.

  3. Complete the following settings:

    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 previously.

    Startup Type

    Select one of the following for the Recorder Integration Service adapter:

    • Automatic for automatic startup, and the default setting.

    • Manual, to start manually.

    • Disabled, for no startup.

    DataSource

    Select the Genesys Cloud CX data source that you created previously.

    Client Id

    Enter the Client ID of the Genesys Cloud CX OAuth client.

    Client Secret

    Enter the Client Secret that corresponds to the Client ID. This authentication allows the adapter to obtain an authorization token and connect to other services.

    Region Host

    Select the URL for the host in a particular region.

    Use Client Proxy

    Select this option when the tenant uses a proxy host for connection to the internet. Then complete the following fields.

    Proxy Protocol

    Select the protocol that is used by the proxy host.

    Proxy Hostname

    Enter the fully-qualified domain name (FQDN) of the proxy server.

    Proxy Port

    Enter the port number used for communications with the proxy server. The specified port cannot be in use by any other application or adapter on the local server.

    Proxy Username

    Enter the username the Adapter will use to authenticate with the proxy server.

    Proxy Password

    Enter the password for the specified username.

  4. Optional. To reschedule the time when the adapter automatically restarts to renew the OAuth token, under Advanced Settings, create a key named RestartTime (case sensitive). Enter a value using the 24-hour format hh:mm.

  5. Optional. If advised by support, configure the Advanced settings - Finetuning retries:

    • MaxRetry: Maximum number of retries, defaults to 0.

    • MaxRetriesBeforeBackoff: Retries before backing of, defaults to 0.

    • MaxRetryTimeS: Maximum number of seconds to retry requests, defaults to 1 second.

    • DefaultRetryAfterMs: The next retry happens after this many milliseconds; if responses do not contain the “Retry-After” header, they default to 0 second.

    • BackoffIntervalMs: After a certain number of milliseconds, exponentially increase the time until the next retry, such as 3, 9, 27 seconds, and so forth. Defaults to 0 minutes.

  6. Click Save.

Related topics 

Supported Integration Service CTI adapters