Genesys gateway provides following 3 main functions to interact with Genesys Call Center.

1. Logging communication for a call

2. Dump recordings to Google storage service

3. Chat in app

API

https://genesys-gateway.apps.brave.safibank.online/swagger/views/swagger-ui/

GET users/{userId}        // returns user info by ID
GET wrapupCodes/{codeId}  // returns wrap-up code info by ID 

Data Model

GenesysUser is a subset of User model

{
    "id": "84bac900-63c6-4669-9854-bb0f703b6e6b",
    "name": "John Agent",
    "email": "mail@test.com"
}

GenesysWrapupCode is a subset of WrapupCode model

{
    "id": "2717cb9a-2cdd-464b-839d-04cf991e8c56",
    "name": "Refuse to provide info"
}

Usage

There is one use case, to get missing details from Genesys whenever Genesys tries to log some communication with the customer: https://safibank.atlassian.net/wiki/spaces/ITArch/pages/217645167/Logging+communication+from+Genesys#2.-Fetch-missing-details

Implementation

Use Genesys Java API

• Genesys Platform Client Java SDK

• https://github.com/MyPureCloud/platform-client-sdk-java

Set up and login

• See Genesys auth example

• Client ID - stored in vault secret/data/brave/apps/genesys-gateway/manual~GENESYS_CLIENT_ID

• Client secret - stored in vault secret/data/brave/apps/genesys-gateway/manual~GENESYS_CLIENT_SECRET

• Base path - use https://api.mypurecloud.jp (not .com!)

Getting data

• Get user (name) by user ID UsersApi.getUser(useId) Genesys Java SDK - getUser

• Get wrapup code (name) by code ID RoutingApi.getRoutingWrapupCode(codeId) Genesys Java SDK - getRoutingWrapupcode

Genesys Java SDK Versions

We import and use com.mypurecloud:platform-client-v2:162.0.1. v163 will cause:

GenesysClientTest > initializationError FAILED
io.micronaut.context.exceptions.BeanInstantiationException at DefaultBeanContext.java:1921
Caused by: io.micronaut.context.exceptions.BeanInstantiationException at DefaultBeanContext.java:2367
Caused by: java.lang.ClassCastException at LoggerConfig.kt:19