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californiakat authored and GitHub Enterprise committed Oct 10, 2023
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---

copyright:
years: 2021
lastupdated: "2021-11-17"
years: 2021, 2023
lastupdated: “2023-10-10”

subcollection: assistant

---

{:shortdesc: .shortdesc}
{:new_window: target="_blank"}
{:external: target="_blank" .external}
{:deprecated: .deprecated}
{:important: .important}
{:note: .note}
{:tip: .tip}
{:preview: .preview}
{:pre: .pre}
{:codeblock: .codeblock}
{:screen: .screen}
{:javascript: .ph data-hd-programlang='javascript'}
{:java: .ph data-hd-programlang='java'}
{:python: .ph data-hd-programlang='python'}
{:swift: .ph data-hd-programlang='swift'}
{:video: .video}
{{site.data.keyword.attribute-definition-list}}

{{site.data.content.newlink}}

Expand All @@ -42,29 +27,29 @@ To use this integration pattern, make sure you have the following:

## Integrating with Genesys Cloud

To integrate your assistant with Genesys Cloud, follow these steps:
To integrate your assistant with Genesys Cloud, follow these steps.

1. Log into the [Genesys Cloud console](https://apps.mypurecloud.com).

1. Click **Admin**.

1. On the **Telephony** tab, click **Trunks**.

1. In the **External Trunks** section, click **Create new**. Specify the following information:
1. In the **External Trunks** section, click **Create new**.

- In the **External Trunk Name** field, type a descriptive name (for example, `Watson`).

- In the **Type** field, select **BYOC Carrier** and then **Generic BYOC Carrier**.

- In the **Inbound SIP Termination Identifier** field, specify any name you want to use (for example, `Watson`). This value will not be used for now, but it is required by Genesys Cloud.
- In the **Inbound SIP Termination Identifier** field, specify any name you want to use (for example, `Watson`). This value is not used for now, but it is required by Genesys Cloud.

- In the **Protocol** field, select *TLS*.

![Genesys create trunk](images/phone-genesys-create-trunk.png)

1. Under **Outbound**, scroll to the **SIP Servers or Proxies** section. Specify the following information:
1. Under **Outbound**, scroll to the **SIP Servers or Proxies** section.

- In the **Hostname or IP Address** field, type the SIP URI (not including `sips:`) from your Watson Assistant phone integration settings.
- In the **Hostname or IP Address** field, type the SIP URI (not including `sips:`) from your {{site.data.keyword.assistant_classic_short}} phone integration settings.

- In the **Port** field, type `5061`.

Expand All @@ -75,7 +60,7 @@ To integrate your assistant with Genesys Cloud, follow these steps:

![Genesys create trunk](images/phone-genesys-create-trunk.png)

1. Under **SIP Access Control**, add the IP addresses for the data center where your assistant is located:
1. Under **SIP Access Control**, add the IP addresses for the data center where your assistant is located.

| Data center | IP addresses |
|-------------|-------------------------------------------------|
Expand All @@ -86,7 +71,7 @@ To integrate your assistant with Genesys Cloud, follow these steps:
| AU-SYD | 168.1.47.2\n135.90.86.50\n168.1.106.130 |
| JP-TOK | 165.192.69.82\n128.168.105.178\n161.202.149.162 |

1. Under **Identity**, specify the following information:
1. Under **Identity**, specify the following information.

- Toggle the **Address Omit + Prefix** switch to **Disabled**.

Expand All @@ -102,17 +87,17 @@ To integrate your assistant with Genesys Cloud, follow these steps:

1. Click **Save External Trunk**.

1. Under **Sites**, select the existing site you want to use this trunk with. To create a new site, specify a name and location and click **Create**.
1. Under **Sites**, select the existing site that you want to use this trunk with. To create a new site, specify a name and location and click **Create**.

1. Click **Number plans**. Create a new number plan and specify the following information:

- In the **Number Plan Name** field, type a descriptive name (for example, `Watson`).

- For **Match type**, select **E. 164 Number List**.

- In the **Numbers** field, type a number in the **Start** and **End** fields. This does not need to be a real number; you can make up any number to use as an identifier to assign to Watson. Specify the same number in both fields.
- In the **Numbers** field, type a number in the **Start** and **End** fields. You can make up any number to use as an identifier to assign to Watson. Specify the same number in both fields.

To create a PSTN number you can give to your clients, you must create a Direct Inward Dialing (DID) or Bring Your Own Carrier (BYOC) number. For more information about how to do this, see the Genesys documentation.
To create a PSTN number you can give to your clients, you must create a Direct Inward Dialing (DID) or Bring Your Own Carrier (BYOC) number. For more information, see the Genesys documentation.
{: note}

- In the **Classification** field, type a classification name (for example, `Watson`).
Expand All @@ -123,60 +108,60 @@ To integrate your assistant with Genesys Cloud, follow these steps:

1. Click **Outbound Routes**. You can either edit the default outbound route or create a new one. Specify the following information:

- In the **External Trunks** field, click **Select External Trunks**. Select the trunk you created for Watson Assistant.
- In the **External Trunks** field, click **Select External Trunks**. Select the trunk that you created for Watson Assistant.

- In the **Classifications** field, add the applicable classifications. This should at least include `National` and the classification you created for Watson Assistant earlier. (The `National` route is used only to simulate the call in order to make sure the trunk is operational.)
- In the **Classifications** field, add the applicable classifications. You need to include `National` and the classification that you created for {{site.data.keyword.assistant_classic_short}} earlier. (The `National` route is used only to simulate the call to ensure that the trunk is operational.)

- Toggle the **State** switch to **Enabled**.

![Genesys outbound route](images/phone-genesys-outbound-route.png)

1. Click **Save Outbound Routes**.

1. Go to the **Simulate Call** tab and click the **Simulate Call** button. The trunk should be shown as operational. (No actual call is made during simulation.)
1. Go to the **Simulate Call** tab, and click the **Simulate Call** button. The trunk should show as operational. No actual call is made during simulation.

![Genesys simulate call](images/phone-genesys-simulate-call.png)

1. Go to **Phone Management** and click **Create new**. Specify the following information:
1. Go to **Phone Management** and click **Create new**.

- In the **Phone Name** field, specify a descriptive name.
- In the **Phone Name** field, enter a descriptive name.

- In the **Base Settings** field, select **WebRTCPhone**.

- In the **Site** field, select the site you want to use.
- In the **Site** field, select the site that you want to use.

- In the **Person** field, select yourself.

1. In the Watson Assistant user interface, create a new phone integration. Specify the following information:
1. In the {{site.data.keyword.assistant_classic_short}} user interface, [create a new phone integration](/docs/assistant?topic=assistant-deploy-phone#deploy-phone-setup).

- When prompted, select **Use an existing phone number with an external provider**.

- Specify the phone number you assigned in the Genesys **Number Plans** setting. (Remember, this is not necessarily a real phone number; it is just the identifier you assigned.)
- Enter the phone number that you assigned in the Genesys **Number Plans** setting. It is not necessarily a real phone number; it is an identifier you assigned.

- Complete the phone integration setup process. (For more information, see [Integrating with phone](/docs/assistant?topic=assistant-deploy-phone#deploy-phone).)
- Complete the phone integration setup process. For more information, see [Integrating with phone](/docs/assistant?topic=assistant-deploy-phone#deploy-phone).

- After the phone integration is setup, go to the **SIP trunk** tab and uncheck the **Don't place callers on hold while transferring to a live agent** option.
- After the phone integration is set up, go to the **SIP trunk** tab and deselect the **Don't place callers on hold while transferring to a live agent** option.

1. In the Genesys Cloud console, click the circle in the upper left corner. Select **Phone**, and then choose the phone you created in the **Phone management** section. Set yourself as available. The phone icon on the left should now be active.
1. In the Genesys Cloud console, click the circle in the upper left. Select **Phone**, and then choose the phone that you created in the **Phone management** section. Set yourself as available. The phone icon on the left is now active.

1. Click **`+`** to start a new call. Specify the number you assigned to Watson Assistant and then click **Dial**. You should now hear your assistant speak.!
1. Click **`+`** to start a new call. Specify the number that you assigned to {{site.data.keyword.assistant_classic_short}}, and then click **Dial**. You should hear your assistant speak.

If you encounter any errors, click **Performance -> Interactions** and view the PCAP file to read the diagnostics.
If you encounter errors, click **Performance -> Interactions** and view the PCAP file to read the diagnostics.
{: note}

## Transferring to an agent
## Transferring to a live agent

Now that your Genesys Cloud environment can connect to Watson Assistant, you can set up the ability for your assistant to transfer calls back to your human agents. To do so, follow these steps:
Now that your Genesys Cloud environment can connect to {{site.data.keyword.assistant_classic_short}}, you can set up the ability for your assistant to transfer calls back to your live agents.

1. In the Genesys Cloud console, go to **DID Numbers -> DID Ranges** and create a new range. Specify the following information:
1. In the Genesys Cloud console, go to **DID Numbers -> DID Ranges** and create a new range.

- In the **DID Start** and **DID End** fields, specify a phone number. (Once again, you do not need to use a real phone number; you can just make up an identifier for your Genesys environment, such as `1-888-888-1234`.)
- In the **DID Start** and **DID End** fields, specify a phone number. (You do not need to use a real phone number; you can make up an identifier for your Genesys environment, such as `1-888-888-1234`.)

![Genesys create range](images/phone-genesys-create-range.png)

- In the **Service Provider** field, type a descriptive name (for example, `Watson`).
- In the **Service Provider** field, enter a descriptive name (for example, `Watson`).

1. If you have not already set up a queue to enable callers to wait for available agents, follow these steps to create a simple one now:
1. If you did not set up a queue to enable callers to wait for available agents, follow these steps to create one.

1. Click **Admin**.

Expand All @@ -188,7 +173,7 @@ Now that your Genesys Cloud environment can connect to Watson Assistant, you can

1. Click **Save**.

1. Create a simple call flow. (Your business might already have something more complex for routing.)
1. Create a simple call flow. Your business might already have something more complex for routing.

1. Click **Admin**.

Expand All @@ -210,11 +195,11 @@ Now that your Genesys Cloud environment can connect to Watson Assistant, you can

![Genesys transfer widget](images/phone-genesys-transfer-widget.png)

1. Select the queue you want to use.
1. Select the queue that you want to use.

1. In the toolbox, click the **Disconnect** widget and drag it into the action after **Failure**. (This disconnects the call if the transfer fails.)
1. In the toolbox, click the **Disconnect** widget and drag it into the action after **Failure**. (This too disconnects the call if transfer fails.)

1. Click the three dots under **Reusable tasks** and click **Set this as the starting task**. You can remove the **Initial Greeting**, because your assistant will speak before handing off the call.
1. Click the three dots under **Reusable tasks** and click **Set this as the starting task**. You can remove the **Initial Greeting** because your assistant speaks before handing off the call.

1. Click **Publish** in the menu bar to make this transfer live.

Expand All @@ -226,23 +211,47 @@ Now that your Genesys Cloud environment can connect to Watson Assistant, you can

1. Under **Regular Routing**, for all calls, select your new flow.

1. Assign the DID number you previously created.
1. Assign the DID number that you previously created.

1. Click **Save**.

1. Make sure your assistant is configured with at least one dialog node that transfers calls to an agent. For more information about how to do this, see [Transferring a call to a human agent](/docs/assistant?topic=assistant-dialog-voice-actions#dialog-voice-actions-transfer).

For the `transferTarget` parameter, use the DID number you created in Genesys Cloud, as well as the inbound SIP URI from your Genesys trunk. Use the following format:

```sip:+18883334444\\@example.com```

Make sure you use the `\\` escape characters so Watson Assistant does not misinterpret the `@` as part of the entity shorthand syntax.
{: note}
1. Make sure that your assistant is configured to transfer calls to an agent using the *Connect To Agent* response_type. For more information, see [Transferring a call to a live agent](/docs/assistant?topic=assistant-dialog-voice-actions#dialog-voice-actions-transfer).

For the `sip.uri` parameter, use the DID number that you created in Genesys Cloud, and the inbound SIP URI from your Genesys trunk. Use the following format:

```json
{
"generic": [
{
"response_type": "connect_to_agent",
"transfer_info": {
"target": {
"service_desk": {
"sip": {
"uri": "sip:+18883334444\\@example.com",
"transfer_headers_send_method": "refer_to_header"
}
}
}
},
"agent_available": {
"message": "Ok, I'm transferring you to an agent"
},
"agent_unavailable": {
"message": ""
}
}
]
}
```

Make sure you use the `\\` escape characters so {{site.data.keyword.assistant_classic_short}} does not misinterpret the `@` as part of the entity shorthand syntax.
{: note}

1. Make a test call and say something that initiates a transfer to an agent. In your Genesys Cloud console, you should see the transfer take place.


### Share the conversation history with service desk agents

To enable the service desk agent to get a quick view of the conversation history between the visitor and the assistant, set up the {{site.data.keyword.assistant_classic_short}} Agent App app for your Genesys Pure Cloud Environment. For more information, see the documentation for the [Genesys starter kit](https://github.com/watson-developer-cloud/assistant-web-chat-service-desk-starter/tree/main/src/genesys/agentApp){: external}.
To enable the service desk agent to get a quick view of the conversation history between the visitor and the assistant, set up the {{site.data.keyword.assistant_classic_short}} Agent App app for your Genesys Pure Cloud Environment. For more information, see the [Genesys starter kit](https://github.com/watson-developer-cloud/assistant-web-chat-service-desk-starter/tree/main/src/genesys/agentApp){: external}.

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