Configure the 8×8 integration in Genesys Cloud

Prerequisites
  • To purchase a 8×8 license, contact your Genesys Cloud sales representative for assistance.
  • Integrations > Integration > All Permissions (included in the Master Admin role)
  • Integration > Presence > All Permissions
  • Presence > All Permissions
  • Genesys Cloud configured with BYOC capabilities.

After installing the 8×8 integration, the Genesys Cloud administrator must add, configure, and grant access to the Genesys Cloud Integration for 8×8.

Before you add and configure the 8×8 integration in Genesys Cloud, you must configure the following:

  • A SIP Trunk to PBX platform in 8×8. Contact your 8×8 representative for trunk setup details.
  • A Genesys Cloud SCIM implementation that automates the management of user identities between your identity management system and Genesys Cloud. Configure the following field mappings to ensure that the call transfers between Genesys Cloud and 8×8 work as expected: 
     Directory field SCIM field Genesys Cloud field
    telephoneNumber

    phoneNumbers[type eq “eightbyeight”].value

    		 UserProfile.contactInfo.[0].phone_other.[0].value.number

For more information about how to implement SCIM in your environment, see About Genesys Cloud SCIM (Identity Management).

Activate the integration

  1. In Genesys Cloud, click Admin.
  2. Under Integrations, click Integrations.
  3. Click Add Integration. 
  4. Search for 8×8 in the list of integrations.
  5. In the 8×8 tile, click Install. Genesys Cloud installs the integration.
  6. Click Integrations.
  7. Next to the 8×8 integration that you just added, click the Status toggle to change it from Inactive to Active.
    The Change Status dialog appears 
  8. Click Yes to confirm the activation.

    The integration is now active and available for use.

    Assign roles and permissions

    You must have the 8×8 User and Employee roles or any role with the Integration > 8×8 > View and Integration > unifiedCommunications > View permissions to use the 8×8 integration app and view badges. These permissions allow you to view the integration users who have been populated via SCIM. Provide the following permissions to your users depending on how they access and use the integration:

    Permissions Required/Optional Description

    Integration > 8×8 > View

    Integration > unifiedCommunications > View

    		 Required Use the Genesys Cloud for 8×8 integration app and view the badges.
    Integration > unifiedCommunications > View Required View the badges for integration users who have been populated via SCIM.
    Integration > 8×8 > View Required View the presence for integrations users who have been populated via SCIM when transferring a call.
    Note: If you have a user who does not use the integration and you want to hide the badges, remove the Integration > unifiedCommunications > View permission from the user’s roles.

    For more information about assigning a role, see Assign roles, divisions, licenses, and add-ons.

    Create an OAuth client

    To authenticate and sync the 8×8 user presence updates in Genesys Cloud, you must create an OAuth client in Genesys Cloud. For more information, see Create an OAuth client. Provide the Client ID and Client Secret to your 8×8 Technical Account Manager or Project Manager.

    Ensure that when you grant roles to the OAuth client, the roles must have the following permissions:

    • Integration > Presence > All Permissions
    • Presence > All Permissions