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Adding a Genesys Engage 9 - GWS Server

Updated: tech writers Edited:

To setup a new Environment for Genesys Engage 9 Version - GWS (formerly Genesys PureEngage Cloud) server, 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 – GWS 9 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:

    1. Specify the Key (See the table below for supported Attributes).
    2. Specify the Value for the Key.
    3. Set the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
    4. Click + to add the specified Attribute.
    5. Repeat the above steps for any additional Attributes.
  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 Engage 9 - GWS Server”)
  7. Select the Agent Voice channel type from the drop-down list.
  8. Enter the Primary Hostname/IP of the PureEngage Web Services. Known as Genesys GWS / HTCC .
  9. Enter the Primary Port number associated with the above Hostname/IP to accept connections. Typically, HTTPS port 443.
  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::
    1. Specify the Key.
    2. Specify the Value.
    3. Select the Attribute type from the drop-down menu. For example, String, Boolean, Float, and so on.
    4. Click + to add the specified Attribute.
    5. Repeat the above steps for any additional Attributes.
    Key Usage Type Value / Comment
    tenant Required String Tenant value for Genesys environment we are intending to test. Agents would use value to enter for tenant in login screen.Examples: t1006
    wwe-url Required String

    Genesys workspace url

    Example:

    https://<wwe-genesys-instance-a>/index.html?site-1=<wwe-genesys-instance-b>
    modifier Required String Value: webrtc
    plugin Optional String

    Value:

    https://localhost:4444/genesys-wwe-plugin

    For the Genesys environment, where Cyara plugin need to be injected programmatically on Genesys wwe workspace, this value need to be provided.

    Usually plugins are added on Genesys workspace using Genesys environment configuration (adding workspace plugin). In such case, this parameter is optional.
    login-with-language-option Optional

    Bool

    		 The default value is 1

    Valid Values:

    • 1 - True
    • 0 - False

    Some Genesys environments do not have a ‘Language selection’ screen during the login process. To make login step quicker for such an environment, this key is provided to skip the ‘Language selection’ screen check wait time by specifying its value as ‘False’. If this key is not configured as ‘False’ for such environments, it will add an extra 30 sec of delay during the login process.
    Flags Optional String

    debug – switches on extra logging

    debug_webrtc– switches on extra logging including gws’s console logs

    debug_workspace– switches on extra logging including genesys’s workspace library’s logs.

    Example: “debug, debug_webrtc.
    Note: Flags must be comma-separated.
  11. Click Add Server.
  12. After you have entered all the details for the new Environment, click Save Details.

Configuring the workspace plugin

Genesys9 pure-engage configuration (on Genesys platform) option allows us to embed third party applications in the workspace. Below references having Genesys configuration details in-depth:

Below is a sample configuration to embed the Cyara plugin (genesys-wwe-plugin) into Genesys wwe workspace in hidden mode. 

[CyaraVirtualAgentLocal]
label=CVALocal
url=https://127.0.0.1:4444/genesys-wwe-plugin/
mode=HIDDEN

[interaction-workspace]
workspace.web-content=CyaraVirtualAgentLocal
service-client-api.accepted-web-content-origins=https://127.0.0.1:4444
Note: Certain Genesys options regarding browser security may only be configured at the Genesys Application level. They do not, in this instance, allow for configuration overrides at the Agent or Agent Group level. The following paragraph has been extracted from the Genesys documentation referenced above:

“The Service Client API involves two parties inside the agent's web browser: the service (the main web page) and the client (in an iframe on the same web page as the service). In order for the client web page to access the API, you need to set a few configuration options to work aroundweb browser security restrictions for cross-origin requests and to enable request limits. You set these options on the WWEWS Cluster application only at the Application level; you can't set these options at the Agent or Agent Group level.”

Note: When deploying Cyara Virtual Agent to communicate with a Genesys Engage 9 Server, please note the following:
  • Both the "Browser Manager" and "Broker" must be running on the same machine.
  • CVA config must have the webhostport enabled on "Broker".
Agent Configuration: Genesys PureEngage Cloud Agents have required values that differ from the standard Virtual Agent config. Read the Adding a Genesys PureEngage Cloud Agent article for details.
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