VideoEngager Schedule Appointment Setup for Genesys Administrator

Setup 

Once the Schedule  Appointment feature is enabled for the Genesys organization, it will become available under the "Pure Cloud" section of the settings as shown below:

Upon opening the Schedule meeting settings you will see the following menu:

The Schedule Appointment / Genesys Cloud parameters are described below:

• Region - AWS region code for your Genesys organization
• Client ID/ Client Secret ID - oAuth client configuration id and secret, needed for Agentless Callback creation.
• Queue ID - ID of the Genesys Queue for a visitor scheduled callbacks. 
• Agent Queue ID - ID of the Genesys Queue for an agent scheduled callbacks.  If empty, Queue ID will be used.
• Email Queue ID - Queue ID for outbound emails, sent from an agent, with a calendar invite for scheduled appointments. If empty, Queue ID will be used.
• Default Dial Code -  Sets a default country code for VideoEngager scheduling form.
• Script ID -  Genesys Script used in scheduled video callbacks.

Automatic Email Sending from VideoEngager

• Client Side: Enable/disable sending an email when the visitor schedules a meeting
• Agent Side: Enable/disable sending an email when the agent schedules a meeting
• Email Subject: Allows the setting of pre-defined email subject for automatically generated emails
• Email Body: The body of the email that will be included with the calendar entry in the automatically generated emails

Availability

The Availability Setting is used for defining time slots for callback schedules.

• Capacity: This setting specifies the capacity for each time slot.
• Interval: This setting defines the interval between each time slot in minutes.

Calendar Widget

Generating oAuth Client for scheduling video meetings.

The selected role should have the following permissions:

• Conversation:email:create - To send agentless emails 
• Conversation:callback:create - to create callbacks for the scheduled time
• Conversations:readonly - to read existing callbacks 
• Conversation:communication:disconnect - to cancel scheduled callbacks

1- Go to  the admin page in genesys and click oAuth under Integrations

2- click “Add Client”

3- Fill  out the App Name and Description. select “Client Credentials” from Grant Types. When you select the grant type, the roles tab will appear.

4- Select the “Roles tab”, select “PureCloud User” role, go back to Client Details

If you don't have “PureCloud User”,it can be added from  the roles menu as shown in the screenshot below:

Attention: If the selected role doesn’t have all of the permission listed below, some features will not be available.

• conversation:email:create
• conversation:callback:create
• conversations:readonly
• conversation:communication:disconnect

6 - Save

This will create  CLIENT_ID and CLIENT_SECRET.

These keys can be found in the client details tab.

Queue

Open Queues from the genesys admin page

1- Create a Queue and open it or open an existing Queue.

2- Copy the Queue ID from the URL

Example : https://apps.mypurecloud.com.au/directory/#/admin/admin/organization/_queuesV2/xxxxx-xxxxx-xxxxx-xxxxxx-xxxxx/routing

This is the QueueID required for the Genesys Callback Parameters.

Adding A Phone To the Agent

To receive callback interactions, your agent needs to have an assigned phone. If you see the message below when you go ‘On Queue’, callbacks will not be routed to your agent.

In the On Queue warning, click the “Select a phone” button to select the phone from the available phones. Once a phone has been selected the agent can receive callback interactions.

*To add a phone for test purposes, non-operational phones can be used.

Adding a Phone:

Go to the admin page

Select Phone Management under the Telephony Section

Select Add Phone.

Assign the agent to this phone.

Agent Script

VideoEngager has made provides an example Script available for download. It can be modified to suit your organizational needs.

1- Download script.js: VideoEngager - Genesys Callback Script

2- Go to the Genesys page.

3- Navigate to Admin -> Scripts under Contact Center.

4- Select Import, select the script.js

5- Open the imported script from the scripts list

Script Configuration in Script Editor

Configure the URL value of the Web Page in the script

Click the Web Page frame in the bottom of the script editor. 

You will see the “Insert Variable” section at the right hand side of the editor.

A correct URL must be entered here. Sample below:

Template URL: https://videome.leadsecure.com/static/genesys.purecloud.html?environment=mypurecloud.com&lang={{Scripter.Agent Locale}}&interaction={{Scripter.Interaction ID}}&pak=XXXXXXX&clientId=XXXXXXX 

How to find keys:

From the Admin menu, visit: Integrations > SmartVideo. Click the “Configuration” tab.

Get URL from Application URL input. Get “pak” key and “clientId” from the URL.

Replace XXX in Template URL with correct keys:

- environment: get host name from the url of the genesys page you logged in. Ex: “mypurecloud.com”

- pak: get pak from Application URL 

- clientId: get clientId from application url

- lang: language code. Ex: “en”, or {{Scripter.Agent Locale}}

- interaction: interaction ID from genesys must be{{Scripter.Interaction ID}}

6- Put the edited url to the “Insert Value” section. 

7- Verify configuration

 When the script is configured correctly you should see the VideoEngager Page opened in script editor:

8- Save script and publish script from menu.

9- Get Script ID 

Script ID can be found from the url

Example URL: https://apps.mypurecloud.com/directory/#/engage/admin/scripts/xxxx-xxxx-xxxx-xxxx-xxxx

- xxx part is your script ID

9- Open Apps > SmartVideo_Settings from the menu

Navigate to Apps -> SmartVideo Settings, select the Pure cloud tab and open the schedule meeting settings.. 

10- Put Script ID to VideoEngager settings:

Paste Script ID in callback configuration. 

Save the configuration.

Key elements in the VideoEngager Genesys Callback Script

The Sample  Script provided consist of 2 sections: 

1- Interaction Information - informational - useful during script development and validation. 

2- Embedded VideoEngager page - mandatory - for Authorization/Interaction/Launch Video

Screenshot from a script in accepted  Callback

1- Interaction Details - Interaction Type, Interaction State, Queue Name, Customers Number. 

2- Embedded VideoEngager page - PickUp video chat will start blinking when Agent accepts the interaction.  Meeting will start when Agent clicks ‘Pickup Video Chat’ blinking button.