Supported for on-premise DEPLOYMENTS + Hybrid Deployments
Purpose
This guide provides a general overview of Genesys Integration. No previous steps are required.
Prerequisites
-
Eleveo server ssh root access (default is
admin/zoomcallrec, the command to enable root issu -with the same password). -
Access to Eleveo callrec webUI as admin (default password is
admin). -
Access to Eleveo Rancher as administrator (https://<FQDN>:1443 password is generated via cli).
-
Login to Eleveo User Management as eleveo.admin (default password is
admin). -
Customer’s Cisco UCM Administrator in case of CUCM integrated with Genesys.
-
Customer's Genesys Administrator access credentials.
-
Customer's Voice Gateway Administrator access credentials.
Integration Details
Genesys Engage on-premise integrates with the Eleveo platform using several underlying PBXs. Access to external data provided by the Genesys platform supports the full use of Eleveo Quality Management.
Call Recording supports these PBXs for call recording and contact center integration:
-
Genesys contact center with Genesys SIP Server.
-
Genesys contact center with Cisco Unified Communications Manager.
What Is Supported
|
Feature |
Genesys |
|---|---|
|
Audio Recording |
|
|
Screen Capture |
|
|
User Import |
|
|
External Data Import |
|
|
User Authentication (SSO) (User Management) |
|
|
Conversation Explorer |
|
|
QM(Reviews) |
|
|
Live
|
|
|
Voice of the
|
|
|
WFO Analytics (Reports + Dashboards) |
|
|
WFM (historical data) Manual+Automatic |
|
|
WFM Intraday |
|
|
WFM Real Time Adherence |
|
Limitations
-
Be careful when renaming groups. If a group is referenced by the parent-group option, renaming it can break the group hierarchy and may cause groups or users to be skipped or the import to fail.
-
Groups imported directly under the Root group must not include a parent-group key. The Root group must never be set as a parent-group value.