Set-Up Guide: DaVinci App for Genesys Cloud
The DaVinci Creators Studio application for Genesys Cloud. This app will embed Genesys Cloud into your softphone, allowing agents to access a number of channel types such as Phone/Video Calls, Emails, SMS messaging, or Web Chat.
SETUP
First time setup for Sys Admins:
You will need two things to setup DaVinci App for Genesys Cloud: permissions to set an integration and then adding an integration.
1. Permissions – apps.mypurecloud.com -> Admin -> Roles/Permissions -> Make sure that the permission “integrations > All Permissions” is enabled for your Role.
2. Adding the Integration – apps.mypurecloud.com -> Admin -> Integrations -> Add an Integration -> Upload the framework.js file provided below -> Setup specific groups or people for your organization to use a particular integration if needed.
And just like that all users in your organization who have access should be able to login and choose the integration to be loaded to their softphones.
Download the framework.js file necessary integration HERE
If you want to customize your Genesys Cloud experience however, we offer a number of options that are supported by Genesys as detailed below.
Explanation of the DaVinci Configurables for Genesys Cloud app:
CallDisplay, ChatDisplay, EmailDisplay, MessageDisplay – Array: This variable allows users to define what information is displayed from Genesys during a that Interaction type. Each item in the list must be exactly as defined by the PEF documentation as defined here. The items will be displayed during the interaction in the same order that they are displayed in Creators Studio. If the display variable is left blank, then the interaction details will be the Genesys default values.
GenesysStatus – Map: A list of Genesys Statuses mapped to their PEF IDs for use when updating the user’s status. If you add organization-unique statuses via the Genesys Cloud API, you must update this as well. The PEF presence API calls can be located here.
StatusToPresence – Map: A list of DaVinci Presences mapped to the equivalent Genesys Statuses, to be used to update a Presence when the user changes their Status, or vice versa. Will do nothing without adding GlobalPresenceControl in Creators Studio.
ClientId – String: This is where you will pass the client id generated for your organization on PureCloud.
Height – String: This value will be the height of the PEF iFrame. It is recommended to keep this value at 400+.
Width – String: This value will be the width of the PEF iFrame. It is recommended to keep this at 100
CONFIGURATION
These are the current default values of the DaVinci App for Genesys Cloud Configurables:
Title – DAVINCI APP FOR GENESYS CLOUD
Icon –
PluginType – Channel
Position – Center(Tabs)
URL – https://purecloud-dev.contactcanvas.com
Visible – True
StatusToPresence –
GenesysStatus –
CallDisplay – [call.QueueName, framework.DisplayAddress, call.State, framework.CallDuration, framework.CallTimeElapsed, call.RemoteName]
ChatDisplay – N/A
EmailDisplay – N/A
MessageDisplay – N/A
ClientId – This is where your ClientId goes, I’m not showing you mine
Height – 461px
Width – 100%