This guide details the Awaken Scripting integration with Genesys Interaction Workspace (8.1.x) and Genesys Workspace Desktop Edition (8.5.x), and related functions that differ from the stand-alone version of Scripting in terms of:
The integration is comprised of a number of components and processes:
The Integration - PureEngage service inside Scripting connects to the Genesys server and retrieves a list of campaigns, call lists, and contact list columns, and inserts them into the Scripting database.
The Integration - PureEngage plugin obtains a list of the campaigns, call lists, and fields from the Scripting database and displays them in the Workflow Designer. This plugin has no configuration, as it never connects to the Genesys server itself.
Linking one (or more) Genesys campaigns to a Workflow with External Links, specifying the Workflow that will be launched when a record for that Genesys campaign is served.
Linking any desired Workflow Fields to the appropriate Genesys campaign data, configuring which Workflow Fields will be populated with data from Genesys upon the Workflow being popped, and will also return any changes made during the Workflow to Genesys.
Creating matching Scripting users for the Genesys agents who will be using the system.
Limitations
Any data that Genesys passes into a Workflow via External Links may be viewed or edited by the agent in both the Workflow and the Workspace record information panel. Any changes to the data that occur in the Workflow will be written back to Genesys (and visible in the record information panel) immediately, but any changes made directly in the Workspace record information panel will not be propagated back to the Workflow. As such, if any data is manually changed in the Workspace record information panel and then doesn't get updated again in any way within the Workflow, then the final data in Genesys will be that from the Workspace record information panel rather than that held in the Workflow. As such, it's recommended that all data manipulation occur within the Workflow where possible.
The Scripting application is launched in a drawer in the Workspace desktop by passing a URL to the embedded browser object. As the user is logged in to the Workspace desktop application rather than the Scripting application, Scripting must be configured correctly or else a login dialog will be displayed to the user for every Workflow pop. This is a limitation due to the usernames and passwords within Genesys being encrypted and unavailable to the Scripting application.
The integration is restricted to voice interactions only, and other interaction types won't pop the Workspace tray.
If you want to use this integration for non-voice interactions, please contact your Scripting vendor.
Additional Resources
The Scripting User Guide includes comprehensive Workflow building guidance, and all other non-Genesys specific resources.
The Installation, Integration and Maintenance Guide covers the required processes for installing an instance of Scripting, as well as suggested maintenance and further information on best-practices.
