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Importing and Exporting CX Models

Updated: tech writers Edited:

You can use the Import CX Model feature to import your IVR information into the Cyara Platform. The sources vary from an IVR design environment or structured file in JSON format.

The source files can be prepared offline as a model interexchange format and then imported into the Cyara Platform - CX Model editor. The file size should not exceed 51MB.

To import a CX Model, perform the following steps:
  1. From the main sidebar menu, select the Import CX Model option. A screen as shown below appears:

  2. Browse and select the file you want to import.
    Note: The imported models appear under CX Models.

Exporting CX Models to a JSON file.

You can use the Export CX Model feature to export the IVR models from the Cyara Platform.

To export an IVR model, perform the following steps:

  1. Click the CX Model Library.
  2. Click the name of the IVR you wish to export and select the Action menu in the right-most corner. A screen as shown below appears:

  3. Select the Export to JSON option. The model is exported to a JSON file downloaded to your machine via the browser.

Exporting CX Models to Amazon Connect.

You can also use the Export CX Model feature to export your CX Model to an Amazon Connect Compatible Flow Format. The format of the exported CX Model content will change based on the content of the CX Model, see the list below.

  • If your CX Model is all DTMF-driven, the export process will produce a single JSON file which you will be asked to save at a location of your choice.
  • If your CX Model includes verbal replies, spoken intents, a ZIP file will be created as the output of the export process. The ZIP file will include both the JSON file and the collection of audio intents.
  • If your CX Model included audio intents, you will be asked to create a "Lex Bot" which is the repository of audio utterances that are part of the CX Model. It is recommended that you replace "Cyara" in the name of the Lex Bot with your name or initials.

Note: The Import/Export of Contact Center Flows into Amazon Connect is currently considered a "Beta" Feature by Amazon Connect. There is a limitation to the size and the node count of the CX Model that can be imported in to the Amazon Connect. Only CX Models of 100 Elements or fewer can be imported into Amazon Connect.

This limitation is imposed by Amazon: https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-import-export.html The same limitation applies to importing contact flows into Amazon Connect.

A recommended workaround is to split your CX models in to logical components using select with children and then using copy and paste in to a new CX Model. The resulting models, if kept under 100 nodes, can then be imported in Amazon. This approach also follows Amazon's stated best practices of keeping contact flows small and having flows call other flows (using "Transfer flow" step).

To export your CX Model to Amazon Connect perform the following steps:

  1. From the CX Models drop-down menu, select CX Models.
  2. Click the name of the IVR you wish to export and select the Action menu in the right-most corner. A screen as shown below appears:

  3. Select the Export to Amazon Connect option, and if required complete the details for the Lex Bot

    Once you have provided the desired name of the Lex Bot file, click the Export button to initiate the process.

  4. Save the export file to a desired location and utilize a memorable name as you will need to supply this name during the Amazon Connect import process.

  5. If the export process produced a ZIP file, it will be necessary to unzip the file so that you have the individual JSON file and the ZIP file that contains the Lex Bot content.

Exporting a Cyara CX Model to Genesys Cloud with the Cyara Accelerator.

The Genesys Cloud solution is a powerful cloud based platform for call centres. Cyara can communicate with Genesys Cloud by sending Cyara CX Model data directly into your Genesys Cloud environment, useful for prototyping and testing. Save time and energy by exporting a CX Model directly into your Genesys Cloud environment with the Cyara Accelerator.

There are Three stages to the setup process to build the link between Genesys Cloud and Cyara, the first two stages are both within Genesys Cloud.

To export your CX Model to Amazon Connect perform the following steps:

Part 1: Configuring Genesys Cloud Client
  1. Login to your Genesys Cloud portal organisation with an account that has Admin privileges.

  2. Click the Admin link in the top toolbar, then click on the OAuth menu in the Integrations section

  3. Click on Add Client

  4. Fill in the following fields.

    App Name : We recommend naming this as "Cyara Accelerator" for clarity.

    Description : for your reference

    Token Duration (The number of seconds until tokens that are created by this client will expire). We recommend setting this to the maximum available 172800s ~48hrs) to allow longer tasks to complete.

    Grant Types : Select “Code Authorisation”

    Authorized Redirect URIs (one per line) : The only URI that is required is as follows;

    https://cyara.com/about/

    SCOPE: add the following roles in the list below;

    Note: You can type into the Scope field to search for the role permission you are looking for.

    • Architect
    • Authorization:readonly
    • Notifications
    • OAuth
    • Organization:readonly
    • Routing:readonly
    • Telephony:readonly
    • User-basic-info

  5. Once completed your Client setup will look as follows;

  6. Click Save

  7. You will now be presented with a Client ID make a note of this as it will be used later. It will be presented in hex as : xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx

  8. Click on Admin in the top navigation bar again, then click on People & Permissions.
  9. Find the role called "communicate-admin" and click on the Permissions Tab.

  10. Search for the "OAuth > Client > Authorize" Permission and turn this on (Click the tickbox)

  11. Click Save
Part 2: Configuring the Genesys Cloud User Account

For this integration we recommend creating a new unique user account within Genesys Cloud for Cyara to authenticate as when sending CX Model data to your Genesys Cloud environment.

  1. Click on Admin in the top navigation bar of your Genesys Cloud portal.

  2. Click on People in the People & Permissions section.

  3. Click on Add Person to add a new user account.
  4. Take note of the User ID (email address) and Password that was entered for this User Account as these details will be used later.
  5. Click on the Permissions tab for this user account and grant this account the following permissions
    • Communicate-Admin
    • PureCloud Voice Admin
    • Employee
  6. Click Save

Part 3: Configuring the Cyara Integration

At this stage you should now have three pieces of information from the steps above. The Client ID from the Genesys Cloud OAuth Client, as well as the Email Address and Password for the newly created User Account. Ensure you have these details before proceeding.

The final stage is to now build the Genesys Cloud Integration within Cyara, follow the steps below;

  1. Login to your Cyara Portal.
  2. In the Tools menu, select Integrations(Note: If you are unable to access the Integrations menu, Contact Cyara Support for assistance).
  3. Click on New Integration
  4. Set the Type to "Genesys PureCloud" and enter the following details;
    • Name - For your reference (we recommend naming this "Genesys Cloud Accelerator" for clarity).

    • Client ID - This is the Genesys Cloud OAuth Client ID

      (Client IDs are formatted as xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx)

    • Email - The Email Address of the Genesys User Account (not the main admin account).

    • Password - The Password associated with the above User Account.

      (click the change button to enter the password).

    • Domain - The domain where your Genesys Cloud deployment is accessed. (E.g mypurecloud.com)
    • Location - Select the AWS Region Name that correlates to your Genesys Cloud deployment from the dropdown menu. (For more information on these locations, read the Genesys support article available here ).

  5. Here is an example configuration for a US East Genesys Cloud Deployment;

    Note: When configuring this Integration to support exporting of Cyara CX Models to a Geneys Cloud environment, you must also include an "Org" attribute, which is the name of the organization as specified during agent login.

    For example, the Org specified here is "CyaraDemo"

  6. Once these details have been entered you can perform an Authentication Test to ensure the supplied credentials are correct. Click the Test Authentication button.

  7. Once the Authentication Test Passes, set this integration to Enabled with the slider in the top right corner.

  8. Click Save Details.

Exporting a Cyara CX Model to Genesys Cloud

Now that the Integration between Cyara and Genesys Cloud has been built, you can now export a Cyara CX Model directly to Genesys Cloud.

  1. Click on CX Models in the top menu bar of your Cyara Portal.
  2. Click on the name of the CX Model that you want to export.

  3. In the Action menu in the top right corner, select the "Export to Genesys PureCloud" option.

  4. You will be presented with a confirmation window, click Export to begin the export process.

    Note: Due to the size of your CX Model, this export process can take some time to complete.

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