The Genesys Call Journey Integration has been deprecated in favor of the S3 Integration method that provides greater functionality.

Prerequisites

• Genesys Cloud 1, 2 or 3 license

• Admin access to Genesys Cloud

• The Call Journey integration turned on for your Genesys Cloud organization.

  • If you cannot see the Call Journey integration in the Genesys AppFoundry, contact Genesys Cloud customer care or your Genesys Partner to have this option enabled.

• A Call Journey Wordbench and EVS account. Your Call Journey representative will provide you with a:

  • Wordbench Auth Token

  • Wordbench Transcribe URL

• For IVR redaction, an OAuth client is required so that the Genesys api can be used to retrieve recording details.

  • Instructions for creating an OAuth client are set out below.

Setting Up Call Journey within Genesys Cloud

Install the Call Journey Integration

Log into Genesys Cloud and select Admin and then Integrations.

Open

Add an Integration.

Open

Search for the Call Journey listing and select Install.

Give a name to your Integration and then select the Configuration tab.

In the Transcribe URL box enter the Transcribe URL provided by your Call Journey representative.

Select Credentials and then Configure.

Enter your Auth Token into the Auth Token box.

Also enter your token into the second box to confirm then select OK.

Ensure you save your settings.

Back on the Integrations page, you should see your newly created Integrations.

Under Status, select Active/Inactive to activate the integration.

Select Yes to confirm.

That completes the Integration set up.

If you have more than one folder on Wordbench, you will need to repeat the process for each folder, assigning a different Transcribe URL to each Integration.

Create a Policy Rule

Select Admin again and then Policies.

You will find Policies under the Quality heading or use the search box to search for Policies.

Create a new policy.

You now have to configure a Policy Rule to instruct Genesys Cloud WHAT calls to send to the Call Journey platform.

• Enter a name for the Policy Rule

• Decide the criteria that each call needs to meet in order to be sent for Transcription.

• Ensure you select Transcribe Audio and enter the name of Integration you created above.

The settings below show Inbound Calls from the DevTest queue are being sent to the “Call Journey Transcription - Inbound Sales Folder” integration.

Select Save to finish.

That’s it.

Any call meeting the criteria set out in the Policy Rule will be transcribed and available for review and analysis within Wordbench.

You can deactivate the policy to stop sending calls. You may change the criteria to send a different set of calls.

Contact your Call Journey representative if you want to create different folders for a different group of calls eg Outbound calls.

IVR Redaction

Call Journey can redact the IVR and ACD events (hold messages) from your recording.

This will replace the IVR and ACD events with silence on the agent channel only. The channel containing the customer audio will not be redacted. Therefore, any speech by the customer during the IVR or ACD events will still be transcribed.

To enable IVR ACD redaction, Call Journey requires an OAuth Access Key and Client Secret so that it can use the Genesys Cloud API to retrieve recording details. Only read access is required as no changes will be made to your system.

The video below takes you through the steps to set up the OAuth token.

Please provide the Access Key and OAuth to your Call Journey representative who will then complete the configuration.