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Adding a Genesys Voice Server

Updated: tech writers Edited:

To setup a new Environment for Genesys Voice, follow the steps below:

  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 Voice Server 1)
  7. For Genesys Voice select the Agent Voice Channel type from the 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 Voice:

    Vendor (Channel) Usage Key Type Comment
    Genesys (Voice) Optional AddpClientTimeout Int A Genesys keep alive protocol. The default value is 120.
    Genesys (Voice) Optional AddpServerTimeout Int The default value is 120.
    Genesys (Voice) Optional UseAddp Bool The default value is 1

    Valid Values:

    • 1 - True
    • 0 - False
    Genesys (Voice) Optional EnableTls Bool

    The default value is 0.

    Valid Values:

    • 1 - True
    • 0 - False

    Enables a TLS connection with Genesys SIP Server.

    A valid Root Certificate is required on the CVA host.

    Genesys (Voice) Optional WarmStandbyTimeout Int This is Genesys high availability to switch clients to backup server automatically. The default timeout is 5.
    Genesys (Voice) Optional WarmStandbyAttempts Int The default number of attempts is 3.
    All Optional EnableAgentRelogin Bool The default value is 0

    Valid Values:

    • 1 - True
    • 0 - False
    Setting this attribute to 1 (True) enables attempts to relogin agent if it logs out during Campaign run. This attribute will default to 0 (False).
  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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