Overview

This guide describes how to configure a Virtual Agent for integration with your vendors' Genesys Framework components within your contact center environment.

Firewall Requirements

* Note: MSSQL port may be different. Depends on MSSQL configuration

** Note: Genesys TServer port may be different. Depending on TServer configuration. See below.

Configuration Objects

Its important to understand a relationship between Configuration Objects in Cyara Portal with Genesys CME or Genesys Administrator. Below is the description of Cyara configuration objects and its relation to Genesys.

Site - Cyara virtual Site Nickname. Each Site represent an individual Server and supports emulation of up to 1000 Virtual Agents.

Note: Site name has to match with the name of one of the Virtual Agent services. To set up a nickname for Virtual Agent service change the configuration option:

Environment - Name, Type and details of your CTI Framework. For Genesys:

Server Name - CTI Server Application Name from Genesys CME

Primary Hostname/IP - IP Address of Fully Qualified Domain Name (FQDN) of CTI Server

Primary Port - Genesys TLib port (Default in Genesys CME)

Backup Hostname/IP - IP Address or FQDN of Backup CTI Server. Required in High Availability configurations (HA)

Attributes -Not used with Genesys

Behaviors - Virtual Agent Behaviors, ie what Agent Does when it receives the interaction.

Note: At least one Behavior has to be created to add an Agent into Cyara. Find more about behaviors in Cyara User Guide.

Agents - Virtual Agents emulated by Cyara

Agent Name - Agent Nickname in Cyara configuration

Folder Path - Location of the Agent on the portal

Default Behavior - The Behavior assigned by default to this Agent

Default Site - The Server/Site assigned by default to this Agent

Voice Servers - Associated CTI Server from Environments

DN - Directory Number or Extension from Genesys configuration. Found at Switches -> SwitchName -> DNs:

Switch Login - Agent Login used to log Agent on to the DN. Found at Switches -> SwitchName -> Agent Logins:

Switch Password - Optional. Password that can be configured for the Agent Login:

Queue - Optional. Queue or TenantID associated with Agent in Genesys.

Agent Server Attributes - Not used with Genesys

Creating Campaigns

As soon as the configuration above is finished Cyara is ready to log the Agent in.

1. Create Agent Voice Plan

2. Create Campaign

Run For - duration of the campaign. Specifies the time how long agent will be controlled by Cyara

Reset Interval - Number of minutes between campaign reruns.

Ram Up Time - Defines how aggressively Cyara generates RequestAgentLogin messages to Genesys. Useful when working with large number of agents.

3. Associate Agents with the campaign

4. Run Campaign

Login Process

This chapter will show what happens under the hood of Cyara application while connecting to Genesys CTI server (TServer).

1. Opening connection to the TServer

2017-11-13 17:15:14.003Z DEBUG [5] StateOpening.StateRegistering - Application name: CyaraCCM_AgentBroker_1015
2017-11-13 17:15:14.004Z DEBUG [5] StateOpening.CommonConnection - tcp://192.168.1.34:5001(Socket#3192) connection is done firing 'Opened' event.
2017-11-13 17:15:14.005Z DEBUG [5] StateOpening.CommonConnection - SocketID=3192, Connected=True, AddressFamily=InterNetwork

2. Receiving status of the server

Under Normal condition Genesys TServer returns EventLinkConnected, which is the indicator that TServer is working properly. If message is EventLinkDisconnected then there is a problem on the switch side, and no agents will be able to log in.

2017-11-13 17:15:14.264Z DEBUG [SelectorThread] HAConnection.proxy1 - Proxy got message 'EventLinkConnected' ('95')
message attributes:
Time = ComplexClass(TimeStamp):
AttributeTimeinuSecs [int] = 595463
AttributeTimeinSecs [int] = 1510593313
CallHistory = ComplexClass(CallHistoryInfo):

3. Subscribing on a DN

Genesys uses subscription model. If a client application (Cyara is a client application) needs to receive notifications on some objects - it has to subscribe. It is called Genesys Registration process, that consists of Registration request and Registration response:

2017-11-13 17:15:14.363Z DEBUG [82] ProtocolInstance.Channel - Sending message to genesysvm - tcp://192.168.1.34:5001
'RequestRegisterAddress' ('3')
message attributes:
AttributeThisDN [str] = "1002"
AttributeRegisterMode [int] = 0 [ModeShare]
AttributeControlMode [int] = 0 [RegisterDefault]
AttributeAddressType [int] = 1 [DN]
AttributeReferenceID [int] = 1

tcp://192.168.1.34:5001 - IP and port of the TServer

RequestRegisterAddress - Registration request

DN - is Extension that Cyara wants to Monitor

ReferenceID - Request ID that is used to match the request with the response

2017-11-13 17:15:14.409Z DEBUG [SelectorThread] HAConnection.proxy1 - Proxy got message 'EventRegistered' ('53')
message attributes:
AttributeThisDN [str] = "1002"
AttributeAddressType [int] = 1 [DN]
[...]
AttributeEventSequenceNumber [long] = 403870
AttributeReferenceID [int] = 1

EventRegistered - Successful Registration response. In case of failure Genesys sends EventError

ReferenceID - Request ID

4. Logging Agent In

To login the agent Cyara generates the Login request to Genesys:

2017-11-13 17:15:19.432Z DEBUG [82] ProtocolInstance.Channel - Sending message to genesysvm - tcp://192.168.1.34:5001
'RequestAgentLogin' ('8')
message attributes:
AttributeThisDN [str] = "1002"
AttributeAgentWorkMode [int] = 1 [ManualIn]
AttributeThisQueue [str] = "101"
AttributeAgentID [str] = "2"
AttributeReferenceID [int] = 3

RequestAgentLogin - Request type

AttributeThisDN - The extension to login the agent

AttributeAgentID - Switch Login from Cyara configuration

AttributeReferenceID - Request ID

Successful Response:

2017-11-13 17:15:19.701Z DEBUG [SelectorThread] HAConnection.proxy1 - Proxy got message 'EventAgentLogin' ('73')
message attributes:
AttributeThisDN [str] = "1002"
CallHistory = ComplexClass(CallHistoryInfo):
LastParty = ComplexClass(LastRemoteParty):
FirstParty = ComplexClass(FirstRemoteParty):
AttributeExtensions [bstr] = KVList:
'EmulateLogin' [str] = "true"
'AgentSessionID' [str] = "02BM7N7TSG8GH4RP04000VTAES002ERH"
AttributeEventSequenceNumber [long] = 403872
AttributeAgentID [str] = "2"
AttributeReferenceID [int] = 3

Note: In case of failure Genesys sends EventError

5. Setting Agent Ready

By default Genesys Agents are in Not Ready state, and Cyara receives corresponding EventAgentNotReady message right after successful Login. To set agent ready Cyara sends Ready request:

2017-11-13 17:15:19.749Z DEBUG [Genesyslab.PCT.Invoker.CyaraCCM_AgentBroker_1015] ProtocolInstance.Channel - Sending message to genesysvm - tcp://192.168.1.34:5001
'RequestAgentReady' ('10')
message attributes:
AttributeThisDN [str] = "1002"
AttributeAgentWorkMode [int] = 1 [ManualIn]
AttributeReferenceID [int] = 5

Successful Response:

2017-11-13 17:15:19.775Z DEBUG [SelectorThread] HAConnection.proxy1 - Proxy got message 'EventAgentReady' ('75')
message attributes:
AttributeThisDN [str] = "1002"
CallHistory = ComplexClass(CallHistoryInfo):
LastParty = ComplexClass(LastRemoteParty):
FirstParty = ComplexClass(FirstRemoteParty):
AttributeExtensions [bstr] = KVList:
'AgentSessionID' [str] = "02BM7N7TSG8GH4RP04000VTAES002ERH"
AttributeEventSequenceNumber [long] = 403874
AttributeAgentID [str] = "2"
AttributeReferenceID [int] = 4

6. Agent Status In Cyara Portal

When the login process above is completed the Agent will be shown as Ready/Waiting in Cyara Agent Status Report: