To configure Genesys Cloud in Vault CRM, admins must complete the following configuration within the Genesys Cloud Admin Directory, before finalizing the configuration in Vault CRM.

Configuring Genesys Cloud in the Genesys Cloud Admin Directory

To configure Genesys Cloud via the Genesys Cloud Admin Directory:

1. Ensure your Vault CRM domain is whitelisted as an Allowed Embeddable Domain. See Manage Genesys Cloud Embedding with the Genesys Cloud Embedded Clients for more information.
2. Identify and capture the Omnichannel URL based on the Genesys Cloud hosting region. This will be used later in the configuration process. See AWS regions for Genesys Cloud for more information.
3. Configure an OAuth Client to enable calling APIs and capture call transfer metadata. See Create an OAuth Client for more information. Populate the following fields:
   • Token Duration - Enter the maximum length of a user’s session before they must relogin and reauthenticate
   • Grant Type - Select Token Implicit Grant (Browser)
   • Authorized Redirect URIs - Add the following endpoints with your specific region domain to prevent Cross-Origin Resource Sharing errors:
     • Your Vault CRM domain address
     • https://apps.mypurecloud.com/crm/authWindow.html
     • https://apps.mypurecloud.com/crm/embeddableFramework.html
     • https://apps.mypurecloud.com/crm/index.html
   • Scope - Select the appropriate uses. See Administrator Requirements for the Genesys Cloud Embedded Clients for more information on scopes.
   • Client ID - Capture and store the clientId to add to the framework.js file
4. Optionally, configure and upload a custom framework.js file to capture additional call metadata:
5. Purchase and set up the Direct Inward Dialing (DID) number(s) to act as the collective inbound phone number. See Purchase DID Numbers for more information.
6. Assign Service Center reps to a role with the required WebRTC and routing permissions. See Grant a Role and Division to a User for more information.
7. Assign a WebRTC Phone as the default phone for each Service Center rep.
8. Optionally, see Overview of Multi-Factor Authentication to enable MFA for users.

Configuring Genesys Cloud in Vault CRM

To configure Genesys Cloud in Vault CRM:

1. Ensure Configuring Service Center is complete.
2. Navigate to Admin > Configuration > Object > Veeva Omnichannel > Layouts.
3. Select the appropriate layout.
4. Add the following fields:
   • Omnichannel Integration Name
   • Omnichannel Integration Type
   • Integration Platform
   • Integration URL
5. Select Save.
6. Navigate to Business Admin > Objects > Veeva Omnichannel.
7. Select Create.
8. Select the Genesys Cloud Omnichannel Integration Type.
9. Populate the following fields:
   • Omnichannel Integration Name - Enter a name for the integration
   • Integration Platform - Ensure Genesys is selected
   • Integration URL - Enter the URL provided by Genesys Cloud
10. Select Save.
11. Navigate to Business Admin > Objects > Case Queues.
12. Select the appropriate Genesys Cloud record.
13. Populate the External Queue ID field with the unique hexadecimal ID from the URL when accessing Genesys Cloud Admin > Queues > the Service Center Queue. For example, https://apps.mypurecloud.com/directory/#/admin/organization/queues/External Queue ID/general

To configure Service Center Rep:

1. Navigate to Admin > Users & Groups > Permission Sets.
2. Select the appropriate permission set.

3. Grant the following permissions:

    

   Object Label (API)	Object Permission	Object Types	Fields	Field Permission
   Conversation (case_conversation__v)	CRE	transfer__v	created_by__v created_date__v global_id__sys id last_initiated_by__sys modified_by__v modified_date__v
   				Read
   			call__v called_party_phone_number__v calling_party_phone_number__v case__v collaboration_channel__v collaboration_configuration__v conversation_direction__v conversation_group__v end_time__v external_conversation_id__v external_conversation_segment_id__v external_queue_id__v external_queue_name__v external_user_id__v external_resource_id__v initiating_user__v link__sys message_node__v name__v platform__v object_type__v recording_url__v response_time__v sent_fax__v start_time__v status__v talk_time__v transcript__v transcript_target__v transcript_type__v	Edit
   Veeva Omnichannel (omniconnect_integration__v)	R	genesys_cloud__v	All applicable fields	Read

4. Navigate to Admin > Configuration > Objects > User > Layouts.
5. Select the appropriate layout.
6. Add the following fields:
• Veeva Omnichannel
• CCaaS External User ID

7. Select Save.
8. Navigate to Admin > Users & Groups > Vault Users.
9. Select the appropriate user.
10. Select the edit icon.
11. Populate the following fields:
• Veeva Omnichannel - Select Genesys Cloud
• CCaaS External ID - Enter the unique hexadecimal ID from the URL when accessing Genesys Cloud Admin > Peoples & Permission > the appropriate user. For example, https://apps.mypurecloud.com/directory/#/admin/directory/peopleV3/CCaaS External ID/roles

12. Select Save.

If Omnichannel is configured, you are able to answer inbound and place outbound calls from within the Service Center console using the Genesys Cloud embedded UI.

Users must log into Genesys Cloud from a Service Center page. Logging in while using another Vault CRM tab or page, for example, the Call Report modal, can result in unexpected behavior.

To log into Genesys Cloud via Service Center:

1. Log in to Vault CRM.
2. Navigate to Service Center.
3. Select the Omnichannel button in the lower left corner.
4. Enter the Genesys Cloud login credentials provided by your IT Admin in the Login browser tab.
5. If configured, complete the Multi-Factor Authentication.
6. Users can remain in the Genesys Cloud embedded UI or collapse it to use Service Center while remaining logged in.

Answering a Call

When a call comes in, the embedded Genesys Cloud UI expands, if not already expanded. Users can select the Answer Phone icon to accept the inbound call.

When a user answers a call:

• The user is navigated to the Account Search tab of Service Center with the caller’s phone number auto-populated to easily access the caller’s account.
• The Omnichannel button indicates you are in a call and displays buttons for muting the call and placing it on hold. Select the Omnichannel button to collapse or expand the embedded Genesys Cloud UI as needed.

Ending a Call

When the call ends, whether by the caller or the user selecting the Disconnect Phone icon, the embedded Genesys Cloud UI displays a Wrap Up modal to capture the call outcome. The Omnichannel status changes to After-Call Work, during which, users do not receive calls.

Transferring a Call

Service Center reps can initiate a call transfer while on an active, connected call.

For internally transferred calls, the open case tab, created when the Service Center Rep answered the call, follows the call to the next agent and displays the case associated with the transferred call. The new agent is assigned to the call when they answer. For call transfers to external numbers, the Case Conversation record for the initial call segment is updated with the End Time and Talk Time.

When a Service Center rep initiates a call transfer, the system tracks the start and end times for each call segment and calculates the talk time. An entry is created on the timeline for each conversation and transfer action for transferred calls.

The following call transfer types are supported:

• User-to-User - Transfer a call directly to another user, with or without consulting with the joining party. Agents can select a target user to transfer to from a list of available CRM users.
• User-to-System - Transfer a call to a designated queue or to a specified IVR (Interactive Voice Response). For a queue transfer, users can select a target ACD (Automatic Call Distribution) queue from a predefined list. For an IVR transfer, Service Center reps input the destination phone number for the IVR before transferring.
• External - Transfer a call to an external phone number, which the Service Center Rep inputs. External transfers can be blind (no agent remains on the call to facilitate the transfer) or consult transfers, however, with external transfers subsequent conversation, tracking is not possible.