Genesys Cloud
- 1 minute read
- Contributors
- DarkLight
Genesys Cloud
- 1 minute read
- Contributors
- DarkLight
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Before you begin
Generate the credentials as described in this Genesys Cloud Developer Center article, with the following access:
API
Permissions
Scopes
analytics:conversationDetail:view
analytics:readonly
recording:recording:view
recordings:readonly
https://developer.mypurecloud.com/api/rest/v2/users/#get-api-v2-users
users:readonly
https://developer.mypurecloud.com/api/rest/v2/routing/#get-api-v2-routing-wrapupcodes
routing:wrapupCode:view
routing:readonly
Set up
Import users to Gong and set them to record before integrating PureCloud in Gong.
Click Company settings > Data capture > Telephony systems.
Click + Add telephony system.
Select Genesys Cloud.
Enter the Client ID.
Enter the Client Secret.
Select the Region.
Click Connect.
Supported dialer features
This table lists how different features are supported. See Supported dialer features for more details of each feature.
Feature | Description | Supported |
|---|---|---|
Additional call types | In addition to regular calls, imports:
| No |
Call disposition | Imports the call outcome | Yes |
Purpose | Imports the call purpose | No |
Call direction | Indicates whether the call is inbound or outbound | Yes |
Import past calls | When setting up the integration, automatically imports the last 90 days of calls | Yes |
Voicemail | Imports voicemail message as a recording | Yes |
User matching | The field in the call used to match the Gong user to the dialer user | Email or fullname |
Speaker experience | Indicates if the call is recorded using stereo or mono | Stereo |
Must be connected through a CRM | Some systems must be connected through a CRM in order to make a call | No |
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