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Adding a Genesys Chat Server

Updated: tech writers Edited:

To configure a Genesys Chat Server for Cyara Virtual Agent, follow the steps below. If you are unsure of what these server details should be, contact your Vendor

  1. From the Build menu on the Cyara sidebar, select Environments. The Environments screen will be displayed, which shows a list of existing Environments.

  2. Click the New Environment button located in the top right corner. The New Environment page will be displayed as below:

  3. Enter a Name for the Environment and select Genesys Engage - Platform SDK (Legacy) from the Type drop-down list.
  4. Set any Environment-Level Attributes to be used across all servers in this Environment. Attributes are stored as typed Key-Value pairs. To create Attributes, follow these steps:
    • Specify the Key (See the table below for supported Attributes).
    • Specify the Value for the Key.
    • Set the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
    • Click + to add the specified Attribute.
    • Repeat the above steps for any additional Attributes.
    Now that the Environment details have been configured, Servers can be added. Repeat the following steps for each Server to be added to the Environment.
  5. In the Environment Servers panel, click New Server. A pop-up window as shown below appears:
  6. Enter a Server Name. This is what the Cyara Platform will call this server (For example, Genesys Chat Server 1)
  7. For Genesys Chat select the Agent Chat from the Channel drop-down list.
  8. Enter the Primary Hostname/IP address for the primary Server that the Cyara Virtual Agent will connect to.
    • Enter the Primary Port number associated with the above Hostname/IP to accept connections.
  9. Enter the Backup Hostname/IP for the secondary or backup Server, if applicable.
    • Enter the Backup Port number, if applicable.
  10. Set any Server specific attributes to be used on connection. These will be used in addition to the Environment-level attributes set above. Attributes are stored as typed Key-Value pairs (see the table below for supported Attributes). To create Attributes, follow these steps:
    • Specify the Key.
    • Specify the Value.
    • Select the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
    • Click + to add the specified Attribute.
    • Repeat the above steps for any additional Attributes.

    The Cyara Platform supports the following Attributes for Genesys Chat:

    Vendor (Channel) Usage Key Type Comment
    Genesys (Chat) Optional AddpClientTimeout Int A Genesys keep alive protocol. The default value is 60.
    Genesys (Chat) Optional AddpServerTimeout Int The default value is 65.
    Genesys (Chat) Optional UseAddp Bool The default value is 1

    Valid Values:

    • 1 - True
    • 0 - False
    Genesys (Chat) Optional TlsMode String

    Server TLS mode. Supported mode: "simple". By default, auto discovery is used.

    If you supply a value to TlsMode, it will not attempt auto discovery and only use the option declared in TlsMode.

    Genesys (Chat) Optional TlsServerName String Uses the Server hostname if not specified.
    Genesys (Chat) Optional TlsChatServerName String Name of the Server in the certificate. Uses the Server hostname if not specified.
    Genesys (Chat) Optional LoginTimeout Int Login timeout for Chat agents in seconds. The default value is 60.
    Genesys (Chat) Optional ItxStaleTimeIndicator Int Number of seconds between InteractionReceivedAt and InteractionPlacedInQueueAt to hint if the interaction is stale. The default value is 0.
    Genesys (Chat) Optional SupressMessages Bool The default value is 0

    Valid Values:

    • 1 - True
    • 0 - False
    When set to True, Detailed Results will only be sent when the Expected Result and the Actual Result do not match. The default value is False.
    All Optional EnableAgentRelogin Bool Default Value - 0 (False)

    Valid Values:

    • 1 - True
    • 0 - False
    When enabled, attempts to relogin agent if it logs out during Campaign run.
  11. Click Add Server.
  12. Here is a sample of a Genesys Voice and Chat environment,:
  13. After you have entered all the details for the new Environment, click Save Details.
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