Genesys Integration

Creating OAuth

Step 1: Log into your Genesys Account

Step 2: Go to Admin

Step 3: Select OAuth from the Integrations/OAuth panel

Step 4: Click on Add Client

Step 5: Put the following information in the input fields in the Client Details tab

        Name: Choose a name of your choice, e.g., Floatbot Chatbot

        Description: Give a meaningful description of your choice

        Token Duration: 172800

        Grant Types: Select the Client Credentials button from the option

Step 6: Once you select Client Credentials, a new tab Roles will appear next to the Client Details tab

Step 7: Click on the Roles tab and assign yourself the Master Admin role

Step 8: Click on the Save button below the tabs

Once you click on the Save button, Client ID and Client Secret will appear in the Client Details tab

Creating Platform

Step 1: Log in to Floatbot Account

Step 2: Click on the Bot Builder of your bot

Step3: Click on the Configure option

Step 4: Click on the Agent Chat Settings option

Step 5: Click on the Agent Settings

Step 6: Select Genesys from the Agent Type panel

Creating Actions

Step 1: You can download the Ready-to-test API file from <here> 

Step 2: Log in to Genesys PureCloud 

Step 3: Go to Admin 

Step 4: Click on Actions from the Integrations panel 

Step 5: Click on Import 

Step 6: Click on Browse and then on Import Action after selecting the JSON file 

Creating Architects

Floatbot IVA Configuration

Step 1: Download Floatbot Inbound_v1-0.i3InboundFlow from <here> 

Step 2: Open Genesys PureCloud and go to Admin  

Step 3: Select the Architect option from the Architect panel 

Step 4: Click on Add and create a new Architect 

Step 5: Fill out the details in the Create ‘Inbound Call Flow’ tab 

        Name: 

        Description: 

        Default Language: 

        Division: 

Step 6: Click on the Flow Options dropdown 

Step 7: Click on Import 

Step 8: Import Floatbot Inbound_v1-0.i3InboundFlow into this Architect 

2. Escalate to Agents

Step 1: Download Agents_v1-0.i3InboundFlow from <here> 

Step 2: Create a new Architect as shown in the previous section: Floatbot IVA Configuration 

(Admin => Architect => Add => Create Flow 

Step 3: Import Agents_v1-0.i3InboundFlow into this Architect 

Step 4: Click on New Task1 under Starting Task 

Step 5: Click on Call Data Action from the workflow 

Step 6: Fill in your credentials in the given Input Fields as shown below 

For Customer ID and Floatbot Token,  

Go to Bot Builder --> Configure --> Agent Chat Settings --> Turn on Agent chat settings --> Select Genesys --> Select Voice  

3. Creating Site

Step 1: Go to Admin 

Step 2: Click on Sites from Telephony 

Step 3: Click on Create New 

Step 4: Fill in the appropriate details 

        Site Name: Give an appropriate name 
        Location: Please select your PVC location from the dropdown 

        Time Zone: Select the appropriate time zone 

        Media Model: Select the media model 

Step 5: Click on Create Site 

Step 6: Go to the Number Plans tab 

Step 7: Click on New Number Plan 

Step 8: Fill in the details 

        Number Plan Name: Floatbot 

        Match Type: E.164 Number List 

       Start Number and End Number: Get numbers from the floatbot team and click on + to save them. There be two numbers – one to connect with the bot, another to escalate to an agent 

Step 9: Click on Save Number Plans 

Step 10: Go to the Outbound Routes tab 

Step 11: Click on New outbound Route 

Step 12: Fill in the appropriate details 

        Outbound Route Name: Choose an appropriate name 

        Description: Give it an appropriate description 

        State: Enabled 

        Classification: Select the classification that we created for the new Number Plan 

        Distribution Pattern: 

        External Trunk: Select the appropriate Trunk (we will learn how to create a trunk in the next section) 

Step 13: Click on the Save Outbound Route button 

Creating Trunk

Step1: Click on Trunks 

Step 2: Click on Create New 

Step 3: Fill in the following details 

        External Trunk Name: Floatbot Trunk 

        Type: Generic BYOC Carrier 

        Inbound SIP Termination Identifier: Create a unique identifier, e.g., floatbot.your_organization_name 

Scroll Down to SIP Servers or Proxies 

        Host Name or IP Address: 152.70.127.52 

        Port: 5060 

Scroll down to SIP Access Control 

Add the same IP address here - 

Step 4: Click on Save External Trunk 

Setting Up DID Numbers  ​​

Step 1: Click on DID Numbers under Telephony 

Step 2: Go to DID Ranges 

Step 3: Click on Create Range 

Step 4: Fill up the details in the Create Range fields 

        DID Start: Number received from the Floatbot team to connect to the bot 

        DID End: Number received from the Floatbot team to escalate to an agent 

        Service Provider: Floatbot 

Step 5: Click on the Save button