Configure the 8×8 integration
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.
- 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
- In Genesys Cloud, click Admin.
- Under Integrations, click Integrations.
- Click Add Integration.
- 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:
- In Genesys Cloud, click Admin.
- Under Integrations, click Integrations.
- Search for the installed 8×8 integration.
- In the Details tab, click the toggle so that the integration is Active.
- 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. |
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