Who can use this: Tech admin
Available on: Any Gong plan
Before you begin
In Genesys Cloud, generate a Client ID and Client Secret. Assign the OAuth client to roles that grant access to the divisions where the calls are stored. If the client doesn’t have access to the relevant division, Gong won’t be able to ingest those calls. The client must also include the following permissions and scopes:
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 |
For more details, see Genesys Cloud Developer Center.
Set up
To set up the integration:
Import users to Gong and set them to record before integrating PureCloud in Gong.
From the left sidebar, click Admin center.
In the Settings tab click Telephony systems under Data capture.
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. If you add or change a user, Gong only imports calls made in the previous 30 days. | 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 |