Deploy Genesys Cloud Background Assistant (GCBA)

Genesys Cloud Background Assistant (GCBA) installs a background service that starts automatically during installation and system restarts.

  1. Access the Genesys Cloud Background Assistant (GCBA) installation.
    Note: Region-specific download pages are also available with the following URL patterns: https://apps.{domainName}/background-assistant-windows/. For example, https://apps.mypurecloud.ie/background-assistant-windows/.
  2. Click Download.
  3. Open the downloaded file and run the GCBA installer.
  4. Click Install.
  5. If you integrate with a proxy server, select Use Proxy Server and enter the proxy server information in the ProxyIP-or-Domain:PortNumber format.
  6. Click Install.

When the setup completes, the Genesys Cloud Background Assistant service runs as a background service. To verify, follow these steps:

  1. Open Administrative Tools.
  2. Select Services and validate that the Genesys Background Assistance service appears.
    Notes:

    Genesys Cloud Background Assistant installs in the Program Files directory in the Genesys/GenesysCloudBackgroundAssistant folder. For example, C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant.

    A silent installation does not require user prompts or the interface.  

    1. Open the Command Prompt.
    2. Navigate to the directory in which you saved the GCBA setup file.
    3. Type the following command: <GenesysCloudBackgroundAssistantSetup.exe name> -install /quiet.
      Note: If you integrate with a proxy server, type the following command:  <GenesysCloudBackgroundAssistantSetup.exe name> -install USEPROXY=1 PROXYSERVER="IP address or Domain Name:Port" /quiet.

    Note: If you want to update the proxy server settings for an existing GCBA version using silent installation method, uninstall and reinstall GCBA with the updated proxy server settings.

    The repair installer option replaces corrupted files by restoring them to their original, default versions from the installation source. 

    1. Access the Genesys Cloud Background Assistant (GCBA) installation.
      Note: Region-specific download pages are also available with the following URL patterns: https://apps.{domainName}/background-assistant-windows/. For example, https://apps.mypurecloud.ie/background-assistant-windows/.
    2. Click Download.
    3. Click Repair. 

    Note: The Repair option replaces corrupted files with the default files that do not contain customer specific settings such as proxy server details. To ensure that you retain your GCBA settings, Genesys recommends that you uninstall and reinstall the application and then specify the required settings is recommended.

    In Firefox, you must enable the Allow Firefox to automatically trust third-party root certificates you install option. For more information, see Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?

    1. Open Control Panel.
    2. Select Programs > Uninstall a program or Add or Remove Programs.
    3. Select GCBA from the list of programs and then click Uninstall.

    1. Open the Command Prompt.
    2. Navigate to the directory in which you saved the GCBA setup file.
    3. Type the following command: <GenesysCloudBackgroundAssistantSetup exe name> -uninstall /quiet.

    Locate the GCBA version in one of the following locations:

    • Control Panel
    • GCBA services window > service description

    GCBA cannot automatically update. Use a third-party tool to check that the app cast XML file notifies of an updated GCBA release version.

    You can find the latest release in https://apps.mypurecloud.com/background-assistant-windows/appcast.xml.

    After you download the updated GCBA version, run the setup to install the new GCBA version. This process uninstalls the older version and installs the new one.

    To perform a manual upgrade, follow these steps:

    1. Access the Genesys Cloud Background Assistant (GCBA) installation.
    2. Click Download.
    3. Open the downloaded file and run the GCBA installer.
    4. Click Install.
    5. If you integrate with a proxy server, select Use Proxy Server and enter the proxy server information in the ProxyIP-or-Domain:PortNumber format.

    To perform a silent upgrade, follow these steps:

    1. Open the Command Prompt.
    2. Navigate to the directory in which you saved the GCBA setup file.
    3. Type one of the following command:
      • If you do not have a proxy server: <GenesysCloudBackgroundAssistantSetup.exe name> -install /quiet.
      • If you want to retain the existing proxy server configuration:  <GenesysCloudBackgroundAssistantSetup.exe name> -install USEPROXY=1 PROXYSERVER="IP address or Domain Name:Port" /quiet.
      • If you want to remove the existing proxy server integration: <GenesysCloudBackgroundAssistantSetup exe name> -install USEPROXY=0 /quiet 

    Note: If you install GCBA while Firefox runs, restart Firefox. For more information, see Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?

    To perform the following actions, an agent must have a Windows® account with administrator rights.

    • Install or uninstall GCBA
    • Start, stop, or restart the GCBA service
    • End any of the GcbaBrowser Processes

    Verify that agents do not have a Windows account with administrator rights.

    By default, GCBA runs automatically when your computer starts. With administrative rights, you can stop or restart the GCBA service.

    1. Open Administrative Tools.
    2. Select Services.
    3. In Genesys Cloud Background Assistant, select Stop Service or Start Service.

    You can find the GCBA log file in C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant\logs\background-assistant.log.