Set up the integration in Genesys Cloud

Prerequisite
  • Private key generated for the integration. See Requirements.

To set up the integration in Genesys Cloud from Salesforce:

  1. On the Setup Home page, click the App Launcher icon and search for CX Cloud Genesys Settings item in the Search apps and items box and open the Lightning app.
    The Package Listings page appears.
  2. Under Channels, click Configure in the CX Cloud, Voice for Salesforce Service Cloud section.
  3. Click Create a Contact Center. 
  4. Click the Expand icon before the Set up integration settings in Genesys Cloud step.
  5. Select the OAuth client from the list for the integration.
  6. In the Integration Name, enter a unique name for the integration in Genesys Cloud.
  7. In the Genesys Cloud Group Filtering, enter the name of the Genesys group whose members will use the integration.
  8. Click Upload Files and select the private key file or you can drop the private key file here. 
  9. Click Create Integration.

If you are setting up the integration from Genesys Cloud, then expand the Manual integration setting information option and copy the Salesforce Organization Id and Salesforce Contact Center Name details. To open the Genesys Cloud browser app, click Configure Genesys Cloud Integration Settings.

To set up the integration in Genesys Cloud:

  1. Click Admin.
  2. Under Integrations, click Integrations.
  3. Click Menu > IT and Integrations > Integrations.
  4. Click Integrations in the upper right corner.
  5. Search for the CX Cloud from Genesys and Salesforce integration and click Install.
  6. (Optional) Genesys Cloud provides a default name. If you modify the name, ensure that the name is unique.
  7. Click the Configuration tab.
  8. On the Properties tab, click Add Property and fill in the following mandatory details about the contact center in Salesforce:
    • Salesforce Organization Id
    • Salesforce Contact Center Name
    • Group Filtering
    Note: You can get the Salesforce Organization Id and Salesforce Contact Center Name details when you generate an XML configuration file for a contact center in Salesforce. For more information, see Generate a contact center XML configuration file for setup.
  9. On the Credentials tab, click Configure. The Configure Credentials window opens.
  10. Enter the private key for the integration.
  11. Click OK and then Save.
  12. To activate your new integration, set the Status switch to Active.
  13. Click Yes.