<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Genesys Integration?</strong></p><p><strong>- Enabling Call Management </strong></p><p><strong>- Connecting Genesys</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Genesys Integration?</span></strong></p><p>Genesys can be integrated with Halo to display the call screen when a call is received from Genesys.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Call Management</span></strong></p><p>First, ensure that your Call Management module is enabled. Head to Configuration > Call Management.</p><p><br></p><p>Hover over the module, if a "+" icon shows, click this to enable the module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1YzRjM2Y1LWMyNDYtNGQ3Yi1iM2Q5LWVkYmZhMDJmMTM2MiJ9.GMwZl-z8M9fZczqs5PAF7Dc0M05-WgZIeM7IkLuG6Gk" class="fr-fic fr-fil fr-dib" width="110" height="126"></p><p><strong><span style="font-size: 10pt;">Fig 1. Call Management module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting Genesys</span></strong></p><p>Click into the module, then select "General Settings".</p><p><br></p><p>You will see a URL at the top, which will be the URL Genesys will open when answering a call. Copy this for later.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwZjNhZmRhLTRhNzctNDU0ZS05NGRjLTc0ZGUyYjNmY2FkNSJ9.Lco26swopYe1vBSgf1hkZMsuDWKAmqzU5JktH5Y4Nyw" class="fr-fic fr-fil fr-dib" width="1363" height="190"></p><p><strong><span style="font-size: 10pt;">Fig 2. URL for call software popups</span></strong></p><p><br></p><p>First, install the <a href="https://help.genesys.cloud/articles/install-the-genesys-cloud-browser-extensions/" target="_blank" rel="noopener noreferrer"><strong>browser extension</strong></a> for "Genesys Cloud for Chrome" or "Genesys Cloud for Firefox", and follow the setup instructions on the extension.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxZWYxYjBiLTE2ODItNDRhMi1iODMwLWVlYWNmYWE3ZmFlNSJ9.SFlWunLnrSSq68TvJwbCq-umteFDX8eMZJpayThRqO0" class="fr-fic fr-fil fr-dib" width="924" height="751"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Genesys Chrome extension</span></strong></p><p><br></p><p data-pasted="true">Then in Genesys Architect, create an <a href="https://help.genesys.cloud/articles/create-a-flow/" target="_blank" rel="noopener noreferrer"><strong>inbound call flow</strong></a>.</p><p><br></p><p>Add a "Set Participant Data" action with the attribute name as "BR_URLPop".</p><p><br></p><p>Toggle the "Value to Assign" format to "Expression", then set the following.</p><p><br></p><ul><li><strong>If phone numbers are prefixed with 'tel:': </strong>Append("https://[YOURHALOURL]/call?inboundactive=true&callerid=", Replace(Call.Ani, "tel:", ""))</li><li><strong>If phone numbers are not prefixed:</strong> Append("https://[YOURHALOURL]/call?inboundactive=true&callerid=", Call.Ani)</li></ul><p><br></p><p data-pasted="true">Add a "<a href="https://help.genesys.cloud/articles/transfer-acd-action/" target="_blank" rel="noopener noreferrer"><strong>Transfer to ACD</strong></a>" action to queue/route the call.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4YjQ2MjdlLTdjYTktNDllMS04MDRjLTg1ZjRlNTUzZjdjYiJ9.q0qXAaz6hFJA0_UbR5rKqVBDzegprvplkR-qDC1ets4" class="fr-fic fr-fil fr-dib" width="445" height="576"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Creating an inbound call flow</span></strong></p><p><br></p><p>When receiving a call via Genesys, it will also now open the Halo new call screen, and match the phone number to a user if there is one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwMTMxZDQ3LTViNzItNGY4Zi1hN2Q2LTQzNWFiYjNiMjU4MSJ9.oBm6WQ-LPe06TSLXIb9dsynYIJDZuzmeav-m2KTiQiQ" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 837.039px;" height="837"></p><p><strong><span style="font-size: 10pt;">Fig 5. Call screen</span></strong></p><p><br></p>
