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 Next.
  5. Under Select the mode for local GCBA communication, choose whether you want to use a loopback address or use Microsoft Edge extension for internal communication. For more information, see What internal communication setup option can I use for GCBA?
  6. If you integrate with a proxy server, select Use Proxy Server under Proxy settings and enter the proxy server information in the ProxyIP-or-Domain:PortNumber format.
  7. 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:

    3. 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 one of the following commands:
    • Silent installation (uses loopback address by default):  <GenesysCloudBackgroundAssistantSetup.exe name> -install /quiet
    • Silent installation with loopback address: <GenesysCloudBackgroundAssistantSetup.exe name> -install COMMUNICATION_MODE="Loopback" /quiet
    • Silent installation with Edge extension: <GenesysCloudBackgroundAssistantSetup.exe name> -install COMMUNICATION_MODE="EdgeExtension" /quiet

Notes: 
  • If you want to update the proxy server settings for an existing GCBA version using the silent installation method, uninstall and reinstall GCBA with the updated proxy server settings.
  • If you integrate with a proxy server, add these command-line arguments:  USEPROXY=1 PROXYSERVER="IP address or Domain Name:Port".

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.

Firefox

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?

Microsoft Edge

If you are using the Microsoft Edge extension for GCBA’s internal communication, you can follow these steps to check whether the Edge extension for GCBA Connector is installed or not:

  1. Open Edge.
  2. Type edge://extensions in the address bar and press Enter.
  3. Verify that Genesys Cloud GCBA Connector appears in the installed extensions list.

Notes:
  • Restart Edge after installing GCBA and then check the installed extension.
  • Refer to the GCBA release notes to find the latest version of the GCBA Connector extension.

  1. Open the 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.

Note: If you are using the Microsoft Edge extension for GCBA’s internal communication, any previously installed GCBA Connector extension in the Edge browser is also uninstalled.

  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.

Note: If you are using the Microsoft Edge extension for GCBA’s internal communication, any previously installed GCBA Connector extension in the Edge browser is also uninstalled.

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 Next.
  5. If you integrate with a proxy server, select Use Proxy Server under Proxy settings 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 commands:
    • If you want to retain the existing configuration, use the same command that you used for installation. If the existing communication is through the GCBA Connector extension for Edge and a new version of extension is available, the extension is automatically upgraded.
    • If you want to update the existing proxy server configuration, add these command-line arguments to or remove them from the silent installation command: USEPROXY=1 PROXYSERVER="IP address or Domain Name:Port".
    • If you want to remove the existing proxy server integration: <GenesysCloudBackgroundAssistantSetup exe name> -install USEPROXY=0 /quiet. 

Notes:

    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.

    If you want to change the internal communication method, it is recommended that you uninstall GCBA and reinstall it. Any setup change without uninstalling and reinstalling GCBA is not recommended or supported by Genesys. For more information, see What internal communication setup option can I use for GCBA?

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