Synchronization of people data overview

Feature deprecation: On the January 1, 2021 decommission start date, Genesys development will begin to scale down the support services and remove unused connector services as final customers migrate off the connectors. Genesys will also introduce periodic disabling of the connectors during off hours. In early 2021, Genesys will post a schedule for disabling each connector, with two-week advance notice. Genesys’ objective throughout the decommission and removal process is to ensure that we do not negatively impact our customers’ businesses. For more information, see Deprecation: Genesys Cloud Bridge integrations.

The Bridge Server can synchronize information between Genesys Cloud user profiles and your data systems using a series of plug-ins, or connectors. You can configure the connectors to specify which information should be copied and in which direction on a field-by-field basis.

For example:

  • Synchronize name, title, department, manager, work phone, and work email using the Active Directory Connector.
  • Synchronize group membership with email distribution lists using the Microsoft Exchange Connector.
  • Synchronize security badge ID numbers using the SQL Database Connector.
  • Synchronize date of hire, employee ID number, and emergency contacts using the Workday Connector.

Sync people data 

Profile field mapping

The Bridge Server connects fields in Collaborate to fields in your database and can copy data in any direction. A data sync connector will have a default configuration, but you can change the synchronization per field. For each item of data, you can decide where the definitive source should be. Your choices are:

  • Continue to be the source. For data that you continue to maintain in your data center, any changes you make in your data system will be copied to Genesys Cloud and will override changes made on the Collaborate side.
  • Let Genesys Cloud be the source. For data that Genesys Cloud maintains, Collaborate users make changes to their profiles that copy to your data systems. This lets users be the source of their latest information.
  • Let both be the source. When data is set for bidirectional synchronization, both your system and Collaborate will copy data to each other so that updates can be made in either place. Choose one data source to be the winner in the event that data changes in both sources simultaneously.

In the diagram below, some items of data, such as title and manager, are maintained in the customer data center whereas other data, such as personal email and address, is maintained by Collaborate users.

Profile field mapping

See Create a profile field synchronization scheme for more information.

Multi-system synchronization

The Bridge Server can also keep your systems synchronized with each other. Human Resources has one email address for an employee while Active Directory has another. The Bridge Server brings systems into alignment and designates the definitive source for each item of data.

Multi-system synchronization