Configure the 8×8 integration

8x8 integration in Genesys Cloud: Feature coming soon

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

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.

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).

Add the integration

  1. In Genesys Cloud, click Admin.
  2. Under Integrations, click Integrations.
  3. Click Add Integration. 
  4. Search for 8×8 and click Install in the 8×8 integration card.
    Details about the integration appear.

Configure and activate the integration

To configure and activate the Genesys Cloud for 8×8 integration:

  1. In Genesys Cloud, click Admin.
  2. Under Integrations, click Integrations.
  3. Search for the installed 8×8 integration. 
  4. In the Details tab, click the toggle so that the integration is Active.
  5. Click Save.

The integration becomes available for use.

Assign roles and permissions

To use the Genesys Cloud for 8×8 integration app and view badges, you must have the 8×8 User and Employee roles, or any role with the Integration > 8×8 > View and Integration > unifiedCommunications > View permission can view the badges for integration users who have been populated via SCIM. For more information about assigning a role, see Assign roles, divisions, licenses, and add-ons.

You must provide the following permissions depending on how users access and use the integration:

Permissions Required/Optional Description

Integration > 8×8 > View

Integration > unifiedCommunications > View

 Required To use the Genesys Cloud for 8×8 integration app and view badges.
Integration > unifiedCommunications > View Required View the badges for integration users who have been populated via SCIM.
Integration > 8×8 > View Required Use the call transfer workflow to see the presence for integration users who have been populated via SCIM.
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.

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.

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

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