Genesys Pure Engage TCC integration guide
Audience
This document is directed to customers and prospective customers interested in using Tenfold in a Genesys Engage environment where the Genesys Platform SDK will be used for CTI. Those who will perform the procedures described in this guide should have a basic level of familiarity with IP telephony, general networking, the Windows or Linux operating system, Genesys Engage, and Tenfold.
Goals
The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed Genesys/Tenfold integration using the Genesys Platform SDK.
This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with your Tenfold Solutions Engineer.
Terminology
To ensure a common frame of reference, this guide uses the following terms in conjunction with this Genesys integration:
- CentOS: An open-source operating system for computers. It is a Linux distribution based on the Red Hat architecture.
- Linux: A family of free and open-source software operating systems built around the Linux kernel.
- Genesys Platform SDK (PSDK): An SDK that provides standardized methods for integrating with Genesys Engage. This SDK is leveraged by Tenfold Cloud Connect to perform actions such as subscribe to events, issue call control commands, and perform click to dial.
- Tenfold Cloud Connect (TCC): A service responsible for receiving events from Genesys and sending them to Tenfold Cloud to be processed.
- Tenfold Cloud: A set of Web Services that receives events from TCC and takes further action such as querying and saving to the CRM.
- Ubuntu: An open-source operating system for computers. It is a Linux distribution based on the Debian architecture.
Customer responsibilities
You are responsible for supplying the physical and/or IP connections to Genesys Engage and LAN, and for obtaining and loading any licensing required by Genesys. You are also responsible for configuring Genesys system components to support the Tenfold integration.
Integration overview
The Genesys Engage integration allows Tenfold to receive call-related events and metadata from your Genesys Engage systems. These call events are received by Tenfold Cloud Connect (TCC) and published to Tenfold Cloud.
Each TCC deployment can support one tenant in the Genesys Engage platform. Multiple tenants can be supported but require multiple deployments of TCC.
Genesys requirements
Required version
Tenfold is compatible with the following versions of the Genesys Platform SDK (PSDK)
- 8.5.x
- 9.0.x
Tenfold is compatible with Oracle 11.2 or greater ICON DB.
Compatibility between the Genesys Platform Genesys Compatibility Matrix SDK and Genesys Components can be found in the Genesys Compatibility Matrix.
Default connection requirements for TCC to Genesys components
- SIP Servers: 8000 (Inbound)
- Config Server: 8000 (Inbound)
- ICON: TCP 1433 (Inbound)
NOTE: Ports are configurable.
Required information
To perform an installation, you will need the following information:
| SIP Server Hostnames | Hostname of each SIP Server (primary and failover) |
| Config Server Hostnames | Hostname of each Config Server (primary and failover) |
| Config Server Username | Username for authenticating with the Config Server |
| Config Server Password | Password for authenticating with the Config Server |
| ICON Hostnames | Hostname of each ICON Server (primary and failover) |
| ICON Connection String | URI to connect to ICON |
| ICON DB Username | Username for authenticating with the database |
| ICON DB Password | Password for authenticating with the database |
| Tenfold Organization ID | The unique identifier of your organization in the Tenfold platform. You can find this information in the Tenfold Dashboard under Company settings. |
Tenfold requirements
Tenfold Cloud Connect is a lightweight application that runs on a Windows or Linux server and retrieves the phone events from Genesys Engage over the LAN. The raw events are sent to Tenfold Cloud for processing.
TCC host requirements
Operating system (OS) requirements
- Ubuntu Server 18.04 LTS or later
- CentOS 7.5 (CentOS 8.x not recommended, EOL: Dec 2021)
- Supported Red Hat Enterprise Linux
- Windows Server 2019 with Desktop Experience
- Windows Server 2016 with Desktop Experience
Hardware requirements
- Quad-Core Processor
- 2.3 GHz minimum
- Hyper-threading enabled
- 16 GB RAM Memory
- 250 GB Free Hard Disk Space (minimum HD speed: 7200RPM)
TCC to Tenfold Cloud Connection requirements
- TCP 443 (Outbound)
- events.tenfold.com:443
- ccm.tenfold.com:443 (Long-Lived Connection - WebSocket)
- tenfoldregistry.azurecr.io:443 (TCC Image and Install)
Tenfold UI to Tenfold Cloud Connection requirements
- TCP 443 (Outbound)
- api.tenfold.com:443
- tracker.tenfold.com:443
- *.firebaseio.com:443
Tenfold assisted installation requirements
- IP address and/or hostname of each Cloud Connect instance
- SSH credentials for each TCC instance
Advisories
If Genesys is configured to route calls to an external number to support remote workers (for example, using a mobile line), you may not be able to answer these calls via Tenfold. Generally speaking, if you are not able to answer a call via WDE or WWE, then you will not be able to answer it with Tenfold.
Tenfold Cloud Connect installation
Windows setup and installation
During the implementation process, the Tenfold team will help guide you through the installation of the Windows executable in a “.exe” format. The installation is an easy GUI guided install, and then it will require configuration of TCC to communicate with Genesys telephony services.
These steps will be completed with assistance from our project team to make sure everything is installed and configured correctly. We just ask that you provide the Windows server, per the above hardware specifications, for us to work with your team to get the TCC application installed.
For more details, see Install Tenfold Cloud Connect (TCC) for Windows.
Linux setup and installation
For information on installing TCC on Linux, see Install or upgrade Tenfold Cloud Connect (TCC) for Red Hat Linux.
TCC configuration (Windows and Linux)
Following are the configuration properties that can be configured using config.properties file. Please work with your Tenfold implementation team to set these properties.
Table 1. TCC configuration properties for Genesys
| Configuration Name | Default | Description | Examples |
| app.port | 8080 | Internal use | |
| app.org.id | <EMPTY> | Tenfold Organization ID (Contact Tenfold Support) | |
| app.users.autologin | * | List of users to whitelist | |
| phonesystem.trunk.code.prefix | +1 | Default trunk code to use for making outbound calls. | |
| phonesystem.default.countrycode | US | Default Country code to use to dial Outbound calls. Note that this will be skipped if user uses E.164 format | |
| phonesystem.default.international.call.prefix | <EMPTY> | Prefix all Outbound calls | |
| phonesystem.periodic.sync.timeinterval | Daily | Periodically initialize the Phone System | 0 0 0 ? * * * |
| ccm.url | ccm.tenfold.com | Internal use | |
| http.producer.url | https://events.tenfold.com | Internal use | |
| genesys.tserver.host | User specific | TServer host address/ip | 192.168.1.132tserver.tenfold.lab |
| genesys.tserver.name | User specific | TServer name as defined in Configuration Manager | TServerTServer_SIP |
| genesys.tserver.port | 7003 | TServer host port | 7003 |
| genesys.tserver.warmstandby.host | User specific | Secondary/backup TServer host address/IP, can be blank | 192.168.1.133Tserver2.tenfold.lab |
| genesys.tserver.warmstandby.name | User specific | Secondary/backup TServer name as defined in Configuration Manager | TServer_Back TServer_SIP_Back |
| genesys.tserver.warmstandby.port | 7003 | Secondary/backup TServer host port | 7003 |
| genesys.tserver.warmstandby.backup.delay | 2000 | in milliseconds, random delay range before reconnection to the last opened endpoint in case of disconnection. | 2000 |
| genesys.tserver.warmstandby.reconnection.random.delay.range | 5000 | In milliseconds, random delay range before reconnection to the last opened endpoint in case of disconnection. | 5000 |
| genesys.tserver.warmstandby.retry.delay | 5000 | In milliseconds, retry delays that is applied after all endpoints has been checked unsuccessfully and before next iteration will be started. | 5000 |
| genesys.tserver.warmstandby.timeout | 10000 | In milliseconds, open timeout that is used for connection to the endpoints. | 10000 |
| genesys.tserver.muteHold | true | if set, it set call on hold if mute is request in one-one call as Genesys does not allow mute through PSDK | true, false |
| genesys.tenfold.connectdelay | false | If an event delay is enabled from tenfold side, a delay of 2 second is enabled for connected event | true,false |
| genesys.routing.transferpoint | User specific | The routing point defined to handle agent transfer, conference. | 2222 |
| genesys.agent.idtype | 1 | The field as identified as agentid 1:username 2:employeeid 3: externalid | 1,2,3 |
| genesys.transfer.idtype | 1 | The id of agent that initiating the transfer and send as part of userdata with key as defined in genesys.transfer.idkey 1:username 2:employeeid 3: externalid 0 for disable | 1,2,3 |
| genesys.configserver.host | User specific | ConfigServer host address/IP | 192.168.1.135 configserver.tenfold.lab |
| genesys.configserver.port | 2020 | ConfigServer host port | 2020 |
| genesys.configserver.warmstandby.host | User specific | Secondary/backup ConfigServer host address/IP; can be blank | 192.168.1.136 configserver2.tenfold.lab |
| genesys.configserver.warmstandby.port | 2020 | Secondary/backup ConfigServer host port | 2020 |
| genesys.configserver.username | User specific | ConfigServer username | configuser |
| genesys.configserver.password | User specific | ConfigServer password | configpassword |
| genesys.configserver.warmstandby.backup.delay | 2000 | in milliseconds, random delay range before reconnection to the last opened endpoint in case of disconnection. | 2000 |
| genesys.configserver.armstandby.reconnection.random.delay.range | 5000 | In milliseconds, random delay range before reconnection to the last opened endpoint in case of disconnection. | 5000 |
| genesys.configserver.warmstandby.retry.delay | 5000 | In milliseconds, retry delays that is applied after all endpoints has been checked unsuccessfully and before next iteration will be started. | 5000 |
| genesys.configserver.warmstandby.timeout | 10000 | In milliseconds, open timeout that is used for connection to the endpoints. | 10000 |
| genesys.tserver.client.use.tenant.password | false | If tenant password is required to connect to t-server | false,true |
| genesys.tserver.client.name | Tenfold_Connector | Connector Client name used to connect to t-server | Any string |
| genesys.tserver.tenant.password | Tenant name and password | Environment/password | |
| genesys.tserver.agent.login.verify | true | If agent authentication is required for connector to monitor the dn | true,false |
| genesys.transfer.skill.x.key | Any String | x is number starting from 1 this specify the key name to attached to userdata during transfer | Any String |
| genesys.transfer.skill.x.value | Any String or pre-defined variable name | The value to pass in the userdata, this can be any string, or some pre-defined variable list of pre-defined varaiable {destination}, {username}, {employeeid},{externalid}, {thisDn}, {firstName}, {lastName}, {first last} | Skill, {destination} |
| genesys.transfer.agentgroup.x.key | Same as skill | Same as skill | Same as skill |
| genesys.transfer.agentgroup.x.value | Same as skill | Same as skill | Same as skill |
| genesys.transfer.agent.x.key | Same as skill | Same as skill | Same as skill |
| genesys.transfer.agent.x.value | Same as skill | Same as skill | Same as skill |
| genesys.transfer.extension.x.key | Same as skill | Same as skill | Same as skill |
| genesys.transfer.extension.x.value | Same as skill | Same as skill | Same as skill |
Implementation checklist
| Hardware | |
| CPU | Quad-Core Processor 2.3 GHz minimum Hyperthreading enabled |
| Memory | 16 GB |
| HDD | 250 GB HDD (minimum 7200RPM) |
| Hardware (2) - Failover | |
| CPU | Quad-Core Processor 2.3 GHz minimum Hyperthreading enabled |
| Memory | 16 GB |
| HDD | 250 GB HDD (minimum 7200RPM) |
| Software | |
| Operating System | Ubuntu Server 18.04 LTS or later CentOS 7.5 (CentOS 8.x not recommended, EOL: Dec 2021) Supported Red Hat Enterprise Linux Windows Server 2019 with Desktop Experience Windows Server 2016 with Desktop Experience |
| Docker | Docker 18 or later |
| SSH Daemon (Linux only) | For TCC installation, configuration |
| Network | |
| Firewall Whitelist - TCC |
|
| Firewall Whitelist - Tenfold App |
|
| Genesys | |
| T Server | IP Address and Port |
| T Server (Standby) | IP Address and Port |
| Config Server | IP Address and Port Username/Password |
| Config Server (Standby) | IP Address and Port Username/Password |
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