How to Migrate from the Call Journey to the S3 Integration
Preamble
There are two methods to integrate the Genesys Cloud platform with the Call Journey platform:
Using the AWS S3 app available in Genesys AppFoundry (Preferred)
Requires one integration to S3
Sends the calls to S3 which Call Journey retrieves and sends to Wordbench.
Calls that are sent are determined by Policy Rules you control in Genesys Cloud
Using the Call Journey app available in Genesys AppFoundry
Requires an integration for each folder in Wordbench
Sends the calls directly to the Wordbench folder using the Call Journey api.
Calls that are sent are determined by Policy Rules you control in Genesys Cloud
The S3 integration was developed to enhance our offering and support the Ci Uncover service. It also overcomes some of the limitations of the Call Journey integration, namely:
Genesys places a limit of 10 integrations per app. Because you need one integration for each folder on Wordbench, this restricts the number of folders on Wordbench to 10.
The metadata provided by the Call Journey integration is limited.
The metadata collected using the S3 integration includes:
wrapupCodes
queuename
startTime
endTime
aniNormalized
aniDisplayable
dnisNormalized
dnisDisplayable
durationMs
conversationStartTime
conversationEndTime
fileSize
screenInformation
alertingTimeoutMs
endAcwTime
wrapupDurationSeconds
wrapupTimeoutMs
userTitle
department
division
teamName
organizationId
userName
userIds
startAcwTime
requestedRoutingSkill
managerName
managerTitle
supervisorName
supervisorTitle
agentTitle
externalTag
filePath
From an integration perspective, the biggest difference is that the routing of calls to the correct folder in Wordbench is now undertaken at the Call Journey end, not at the Genesys Cloud end. This provides greater flexibility in managing the call routing.
With the Call Journey integration, there would be one integration and one Policy Rule per Wordbench folder.
With the S3 integration, there is just one integration and one or more policy rules, all exporting calls to a single S3 bucket.
How to Migrate to S3
Migrating from the Call Journey Integration to the S3 Integration is relatively simple and the key steps are set out below.
Full details can be found here: S3 integration guide
Key Steps
Create a S3 bucket (Call Journey can provide a S3 bucket if required).
Install the S3 integration in Genesys Cloud and activate it.
Provide Call Journey with the routing rules (only required if there is more than one folder on Wordbench)
Create or check Oauth permissions (Oauth client would have been created to enable IVR redaction).
Switch to S3 Integration: edit the current Policy Rules to point to the newly created S3 integration (you can combine all Policy Rules into one rule if you prefer as the routing is now undertaken by Call Journey).
Deactivate the Call Journey integrations.
Changes Required For Each Policy Rule
Other Important Information
If not done previously, Call Journey will now automatically redact the IVR and any Audio Events (hold times).
Calls with no start time and date, no queue ID or where no agent is assigned will not be processed.
Depending on your Genesys Cloud settings:
Conversations with multiple segments/recordings (typically occurring where a call is transferred to another agent) may now be shown separately in Wordbench
Each segment will have its own unique recording ID, but have the same conversation ID.
All segments of the conversation can be located in Wordbench by searching on the conversation ID.
Calls where the agent puts the customer on hold while making inquiries with other agents or departments but then returns to the customer may not result in multiple segments/recordings but may show multiple agents on the call. This is a feature of the Genesys Cloud platform.
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