Contents

Genesys Cloud Configuration

System Configuration > Genesys Cloud > Genesys Cloud Configuration

For complete instructions on how to configure Genesys Cloud for PureConnect Integration, see the Genesys Cloud for PureConnect Administrator's Guide in the PureConnect Documentation Library.

Enable Genesys Cloud Integration

Select this check box to configure Genesys Cloud for PureConnect Integration. In the confirmation message, click Yes to continue with the configuration.

Note:

Click No in the confirmation message if you want to configure more user information in Interaction Administrator before configuring Genesys Cloud for PureConnect, or if you do not want to configure Genesys Cloud for PureConnect now.

Administrator Email

Type the email address for the PureCloud organization administrator.

Status

This displays the status of the connection between the CIC server and your PureCloud organization.

Organization Short Name

Type the short name of the existing PureCloud organization. If you are unsure of the organization short name, log in to PureCloud and navigate to Admin>Account Settings>Organization Settings.

Region

Select your closest region to your organization's location. The default is North America. User access to PureCloud is routed to the location of the Amazon data center for the region you select, whether users are in the office, at home, or traveling.

After you make your selection, click Apply in the Genesys Cloud Configuration tab. A message appears. To confirm that you want to provision the organization, click Yes.

A message confirms that you successfully configured Genesys Cloud for PureConnect integration. Click OK.

Test Genesys Cloud Connection

After you initially provision to PureCloud, click the Test Genesys Cloud Connection button to verify that single sign-on works and that the Internet connection to your PureCloud organization is healthy.

If this test fails, try to log on to your PureCloud organization manually using https://login.mypurecloud.com. (The URL will be different for regions outside North America East.) If you can log in successfully, then the root cause of the problem may lie with the CIC to PureCloud SSO trust. If that is the case, you can re-provision the integration by disabling and then re-enabling the integration. For more information, see the Genesys Cloud for PureConnect Administrator's Guide in the PureConnect Documentation Library.

Enable CIC web-based phone

When you complete the CIC web-based phone configuration wizard the Enable CIC web-based phone check box automatically enables. After that if you want to disable CIC web-based phone for all users, clear the Enable CIC web-based phone check box.

Configure CIC web-based phone

Select the Configure CIC web-based phone button to start a wizard application that configures the necessary options and associations between PureCloud and CIC. If the Enable CIC web-based phone check box is cleared, successfully completing the wizard selects the check box. If you previously configured CIC web-based phone, a subsequent running of the wizard reconfigures the feature with the options you select.

Important!

The CIC web-based phone configuration wizard is for use with PureCloud organizations that are associated with only one CIC server.

Remove Configuration

This button deletes Genesys Cloud Bridge on the primary CIC server.

To remove a configuration, first clear the Enable Genesys Cloud Integration checkbox. Then click Remove Configuration.

After you click this button, a message appears. Click Yes to confirm that you want to continue and remove the configuration.

Notes:

While a configuration is being removed, you can change no values and perform no other functions on the Genesys Cloud Configuration page.

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