Telephony Configuration

The telephony gateway is managed via the InGenius Configuration Tool.

Install the Configuration Tool

The InGenius Configuration Tool allows you to configure your telephony system via a telephony gateway. To install the InGenius Configuration Tool:

1. Run the Configuration Tool installation file provided to you by the InGenius deployment specialist.
2. Accept the terms in the License Agreement and click Install.
3. Select Launch the Configuration Tool.
4. Click Finish to complete installation.

Initial Gateway Configuration

Once the Configuration Tool has been installed, follow the steps below for your chosen telephony system:

Initial Avaya Gateway Configuration

This section describes how to select and configure the telephony provider required for your installation of InGenius. Navigate to the Telephony tab in the Configuration Tool to begin.

To configure the Avaya gateway:

1. Select the Avaya checkbox on the left-hand side of the Configuration Tool. This brings up Avaya connection information.
2. Navigate to the Primary AES sub-tab in the InGenius Configuration Tool.
3. Enter the corresponding AES connection information from your Avaya Aura Communications Manager (address, username, password, etc).
4. Enter the server name of your Avaya Aura Communications Manager in the Server common name field.
5. Select Save.

Note: The server name is case sensitive. It must match whatever is used in the AES server.

To test your Avaya gateway connection:

1. Navigate to the Testing sub-tab in the InGenius Configuration Tool.
2. Click Test to verify a successful connection. If the test fails, an error message appears indicating why the connection fails.
3. Click Save.

Initial Asterisk Gateway Configuration

This section describes how to select and configure the telephony provider required for your installation of InGenius. Navigate to the Telephony tab in the Configuration Tool to begin.

To configure the Asterisk gateway profile:

1. Select the Asterisk checkbox on the left-hand side of the Configuration Tool. This brings up Asterisk connection information.

2. Fill out the following information accordingly:

   • Server: Server name or IP address.
   • Port: Asterisk AMI port.
3. If the Asterisk connection is a secure connection (sslenable=yes in the manager.conf on the Asterisk server), select the Secure Connection checkbox. Ensure the server port is set to the sslbindport that is specified in the manager.conf on the Asterisk server.
4. If the Asterisk connection is a not secure connection, the port needs be set to the value specified in the general section of manager.conf.
5. To have the server accept all certificates regardless of whether there is an error validating them, select the Accept All Certificates checkbox. A warning is reported in the server log if an invalid certificate has been accepted.
6. Fill out the following information accordingly:
   • Username: as specified in manager.conf.
   • Secret: as specified in manager.conf.
7. Test your connection to the Asterisk server using the Test button. Asterisk connectivity is confirmed when the Connected, Logged In, Checked AMI Permissions, and Disconnected options are selected. An X in any of the check-boxes indicates an Asterisk server connection misconfiguration. Review the user configuration data and confirm the Asterisk server AMI settings.
8. Select your Channel Driver; either SIP or PJSIP (Asterisk version 16 or greater).

SIP Auto Answer Tab

Navigate to the SIP Auto Answer tab for this section.

To enable Agent Auto Answer:

• Select the Enable checkbox beside the phone models you are using.

To have the answer button appear inside of InGenius:

• Configure Auto Originate on the Asterisk switch. Modify the Asterisk configuration by editing extension.conf. Append the file with the following information:

Settings for SIP Channel Provider (Asterisk version 16 & 18):

[ice-clear-auto-answer]
exten => s,1,NoOp("Clear auto answer macro")
same => n,ExecIf($["${ICE-AUTO-ANSWER-HEADER}" != ""]?SIPRemoveHeader(${ICE-AUTO-ANSWER-HEADER}))
same => n,Return()


[ice-originate-auto-answer]
exten => _autoX.,1,ExecIf($["${ICE-AUTO-ANSWER-HEADER}" != ""]?SIPAddHeader(${ICE-AUTO-ANSWER-HEADER}))
same => n,Dial(SIP/${EXTEN:4},,U(ice-clear-auto-answer))


[ice-clear-auto-answer-and-dial]
exten => _.,1,NoOp("Clear auto answer")
same => n,Gosub(ice-clear-auto-answer,s,1)
same => n,ExecIf($["${ICE-CONTEXT}" != ""]?Dial(Local/${EXTEN}@${ICE-CONTEXT}))

Settings for PJSIP Channel Provider (Asterisk version 16 & 18):

[PJSIP-ice-originate-auto-answer]
exten => _autoX.,1,Dial(PJSIP/${EXTEN:4},,b(PJSIP-set-auto-answer-headers^sub^1))

[PJSIP-set-auto-answer-headers]
exten => sub,1,Set(PJSIP_HEADER(add,Call-Info)=answer-after=0)
exten => sub,2,Set(PJSIP_HEADER(add,Alert-Info)=<http://127.0.0.1>\;info=alert-autoanswer\;delay=0)
same => n,Return()

[PJSIP-ice-clear-auto-answer]
exten => s,1,Set(PJSIP_HEADER(remove,Alert-Info)=)
same => n,Return()

[PJSIP-clear-auto-answer-and-dial]
exten => _X.,1,Gosub(PJSIP-ice-clear-auto-answer,s,1)
same => n,Goto(default,${EXTEN},1)

Initial Cisco UCCE Gateway Configuration

This section describes how to select and configure the telephony provider required for your installation of InGenius. Navigate to the Telephony tab in the Configuration Tool to begin.

To configure the Cisco UCCE gateway:

1. Select the Cisco UCCE checkbox on the left-hand side of the Configuration Tool. This brings up CiscoUCCE connection information.
2. Fill in the following fields in the Primary CTI Server sub-tab:
   • Primary IP Address: This is the IP address of the master CTI server.
   • Port: By default this is 42027.
   • CTI Server Protocol Version: By default this is 13.
3. Click Test to ensure you have the correct settings.
4. Click Save.

Alternate CTI Server

1. If you have an alternate CTI server for resiliency, fill in the following fields:
   • Alternate CTI Server IP Address: This is the IP address of the Slave CTI server.
   • Port: By default this is 42027.
2. Click Test to ensure you have the correct settings.
3. Click Save.

Agent Login

To configure agent login options:

1. Navigate to the Agent Login sub-tab.
2. Select which of these parameters that your agents will be required to supply on login:
   • Agent ID
   • Password
   • Instrument
   • Position ID
   • Work Mode
   • Skillgroup
   • Mobile Agent
3. Click Save.

Agent Logout

To configure agent logout options:

1. Navigate to the Agent Logout sub-tab.
2. Program the Agent Logout codes you want to display to users within the InGenius UI when they log out.

• Log out Agent when Monitor Stopped: If checked, this will automatically log agents out if the monitor has stopped.
• Default Logout Reason Code: This is the reason code that is automatically selected if the agent does not manually select a code in the allotted wrap-up time frame.
• Agent Logout Reason Codes
  • Reason codes: A number ideally should match those already programmed into the registry in your Cisco UCCE. If reason codes do not match those already programmed into the registry, reason codes selected by agents will still be captured and available for reporting, however, they will not be defined and consistent with those in the registry.
  • Comment: This is the translation of the numbered reason code and is displayed for agents in the UI.

3. Click Save.

Agent Not Ready

To configure agent not ready options:

1. Select the Agent Not Ready sub-tab.
2. Program the Agent Not Ready codes you want to display to users within the InGenius UI when they are not ready.
• Default Not Ready Reason Code: This is the reason code that is automatically selected if the agent does not manually select a code in the allotted wrap-up time frame.
• Agent Not Ready Reason Codes:
  • Reason codes: A number ideally should match those already programmed into the registry in Cisco UCCE. If reason codes do not match those already programmed into the registry, reason codes selected by agents will still be captured and available for reporting, however, they will not be defined and consistent with those in the registry.
  • Comment: This is the translation of the numbered reason code and is displayed for agents in the UI.
3. Click Save.

Agent Wrap-up

To configure agent wrap-up options:

1. Select the Agent Wrap-up sub-tab to configure the Agent Wrap-up reason codes.
2. Enter the Agent Wrap-up codes you want available for users in the InGenius UI when they complete a call and go into wrap-up.
3. Click Save.

Call Info

To select which Cisco UCCE call parameters appear in the InGenius:

1. Select the Call Info sub-tab.
2. Select the call parameters you want to display to users in InGenius from the list.
3. Click Save.

Single Sign-On (SSO)

Single Sign-On (SSO) is a service which allows users to log into various accounts using one set of credentials. The login process is simplified by providing users with a universal login interface requiring only one username and password.

InGenius supports SSO integration with Cisco UCCE to allow your organization's users to connect via SSO. To enable SSO integration with InGenius, select the Use SSO checkbox.

Note: Note: SSO integration is only available if you have Finesse enabled.

Note: Note: If you are running a failover/secondary server, ensure to allow popups on your browser. Doing so ensures the SSO popup is not blocked by your browser.

Fill out the following information in the InGenius Configuration Tool to complete the SSO integration:

• Client ID: In Cisco, navigate to Identity Service Management and create a new Client ID. Copy and paste the Client ID string in to the Client ID field in the InGenius Configuration Tool.

• Redirect URI: Copy and paste the Redirect URL from Cisco into the Redirect URI field in the InGenius Configuration Tool. (https://<your server>/api/0053d99e-34a7-44fa-bad3-7f0a5275f515/token)

• Authorize URL: Use the base URL of your Identity Service Management and add: /ids/v1/oauth/authorize. An example of a base Identity Service Management URL is: https://cuic-pub-a-40.berlin.icm:0000

• Access Token URL: Use the base URL of your Identity Service Management and add: /ids/v1/oauth/access_token.

Initial Cisco UCCX Gateway Configuration

This section describes how to select and configure the telephony provider required for your installation of InGenius. Navigate to the Telephony tab in the Configuration Tool to begin.

To configure the Cisco UCCX gateway:

1. Select the CiscoUCCX checkbox on the left-hand side of the Configuration Tool. This brings up Cisco UCCX connection information.
2. Choose the Agent information mode you want for the CTI Server Connection:
• Manual: Allows you to configure all the agent settings directly through InGenius.
• LDAP: Takes the agent settings as they are configured on the Cisco switch.
• Finesse: Takes the agent settings as they are configured through Cisco Finesse.
3. Fill in the following fields:
• Primary CTI Server IP Address: This is the IP address of the Master CTI server.
• Port: By default this is 12028.
• CTI Server Protocol Version: By default this is 14.
• Primary Finesse URL: The URL address of primary server's Finesse connection. Available only in Finesse mode.
• Port (Finesse): By default this is 8082. Available only in Finesse mode.
4. If you have an alternate CTI server for resiliency, fill in the following fields:
• Alternate CTI Server IP Address: This is the IP address of the Slave CTI server.
• Port: By default this is 12028.

• Alternate Finesse URL: The URL address of alternate server's Finesse connection. This URL is only available only Finesse mode.

• Port (Finesse): By default this is 8082. This port is only available in Finesse mode.

Testing

1. Click Test Primary to ensure you have the correct settings.
2. If you have an alternate CTI server for resiliency, click Test Alternate to ensure you have the correct settings.

Agent Logout

Available only in Manual mode.

1. To program the Agent Logout reason codes, select the Agent Logout tab.
2. Program the Agent Logout codes to be displayed to end users in the InGenius UI when they log out.
   • Logout Agent when Monitor Stopped: Automatically logs agents out if the monitor has stopped.
   • Default Logout Reason Code: This reason code is automatically selected if the agent does not manually select a code in the allotted wrap-up time frame.
   • Agent Logout Reason Codes
     • Reason codes: Use the same reason code numbers that are configured on the Cisco UCCX registry. If reason codes do not match the Cisco UCCX registry, reason codes selected by agents will still be recorded for reporting but the codes will not be consistent with those in the registry.
     • Comment: This is the translation of the numbered reason code and is displayed for agents in the UI.

Agent Not Ready

Available only in Manual mode.

1. To program the Agent Not Ready reason codes select the Agent Not Ready tab.
2. Program the Agent Not Ready codes to be displayed to agents in the InGenius UI when they are not ready.

• Default Not Ready Reason Code: This is the reason code that is automatically selected if the agent does not manually select a code in the allotted wrap-up time frame.
• Agent Not Ready Reason Codes:
  • Reason codes: Use the same reason code numbers that are configured on the Cisco UCCX registry. If reason codes do not match the Cisco UCCX registry, reason codes selected by agents will still be recorded for reporting but the codes will not be consistent with those in the registry.
  • Comment: This is the translation of the numbered reason code and is displayed for agents in the UI.

Agent Wrap-up

Available only in Manual mode.

1. To program the Agent Wrap-up reason codes select the Agent Wrap-up tab.
2. Program the Agent Wrap-up codes to be displayed to end users in the InGenius UI when they complete a call and go into wrap-up.

Wrap-up Text: Various wrap-up codes to indicate how the calls wrap up. Ideally these should match those already programmed into the registry in your Cisco UCCX. If wrap-up codes do not match those already programmed into the registry, wrap-up codes selected by agents will still be captured and available for reporting, however, they will not be defined and consistent with those in the registry.

Call Info

To select which Cisco UCCX call parameters will appear within the InGenius call display, select the Call Info sub-tab.

Single Sign-On (SSO)

Single Sign-On (SSO) is a service which allows users to log into various accounts using one set of credentials. The login process is simplified by providing users with a universal login interface requiring only one username and password.

InGenius supports SSO integration with Cisco UCCE to allow your organization's users to connect via SSO. To enable SSO integration with InGenius, select the Use SSO checkbox.

Note: SSO integration is only available if you have Finesse enabled.

Note: If you are running a failover/secondary server, ensure to allow popups on your browser. Doing so ensures the SSO popup is not blocked by your browser.

Fill out the following information in the InGenius Configuration Tool to complete the SSO integration:

• Identity Service Client ID: In Cisco, navigate to Identity Service Management and create a new Client ID. Copy and paste the Client ID string in to the Client ID field in the InGenius Configuration Tool.

• Redirect URI: Fill out the Redirect URI in this format: https://<your server>/api/ae61dbe5-d3f9-4144-a96d-559d27164c2d/token.

• Authorize URL: Use the base URL of your Identity Service Management and add: /ids/v1/oauth/authorize. An example of a base Identity Service Management URL is: https://cuic-pub-a-40.berlin.icm:0000

• Access Token URL: Use the base URL of your Identity Service Management and add: /ids/v1/oauth/access_token.

Initial Cisco UCM Gateway Configuration

This section describes how to select and configure the telephony provider required for your installation of InGenius. Navigate to the Telephony tab in the Configuration Tool to begin.

Initial Genesys Gateway Configuration

This section describes how to select and configure the telephony provider required for your installation of InGenius. Navigate to the Telephony tab in the Configuration Tool to begin.

To configure the Genesys telephony gateway:

1. Select GenesysPureEngage from the left-hand side of the InGenius Configuration Tool.
2. Select the Primary Config Server sub-tab. Insert the information from your Genesys server (your Genesys server host, port, username and password).
3. If required, set up a backup Genesys telephony gateway. Select the Backup Config Server sub-tab and insert the backup Genesys server information.
4. Click Test to verify the connection is successful.

Genesys Engage Configuration

The following configuration steps are necessary for Genesys Engage with Workspace Web Edition to work with InGenius. Your agents will need to have already been set up with a working Genesys Engage WWE environment.

Note: These steps need to be performed by a Genesys admin with full access and privileges to your telephony system.

• Genesys CORS Configuration

• Configure Genesys After Call Work (ACW) Settings

• Configure Genesys Call Recording

• Configure SIP CTI Control

Genesys CORS Configuration

In order to use InGenius with Genesys Engage, you will need to modify your Web Services configuration file ('application.yaml') to allow your users access to the InGenius apps. Follow the steps below:

1. In your file explorer, search your Genesys install directory for 'application.yaml'

2. Open the file in a text editor and find the crossOriginSettings entry marked by "# CORS"

3. Modify the 'allowedOrigins' field to include 'https://*.ingenius.com' under crossOriginSettings

4. Save your changes

Configure Genesys After Call Work (ACW) Settings

To prevent call routing conflicts between Genesys and Salesforce, ensure that your Salesforce ACW is disabled if you plan to use Genesys ACW instead. For more information on configuring ACW in Salesforce, refer to the documentation here.

Configure Genesys Call Recording

InGenius supports call recording with Genesys Engage. You must set a base recording URL (done in the telephony profile configuration section on the next page), and set a user's permissions appropriately to be able to listen to recordings

Users permitted to find and listen to recordings require, at the annex level:

• 'supervisor' and 'agent' role set in Genesys htcc/roles

  

Configure SIP CTI Control

In order to ensure your SIP switch is configured to work with all of the functionality offered by integrating with InGenius, configure your DN extension as follows:

1. Navigate to your Genesys Engage Admin page

2. Navigate to Switches | select the SIP Switch that will be used

3. Under DN | Extension, open up the Options tab and add the following values to sip-cti-control:

   • 'talk,hold,dtmf'

     

Genesys Cloud Configuration

The Genesys Cloud telephony requires some information to be configured to allow InGenius to manage calls correctly. Your company must have a Genesys system installed and working before the next steps may be completed successfully. The following sub-sections outline the setup required to integrate with InGenius.

Note: These steps need to be performed by a user with full administrator access and privileges to your telephony system.

• Create Genesys OAuth Client

• Create Genesys OAuth Client Credentials Integration

• Required User Permissions

  • Other Permissions

  • Default User Phone

• Create Web Services Data Actions

• Configure SSO

• Configure Genesys After Call Work (ACW) Settings

• Configure Genesys Call Recording

  • Enable Line Recording/Dual Channel

  • Enable Participant Recording

  • Update Salesforce CSP (Content Security Policy)

• Create Queued Callback Action in Genesys Architect

• Genesys Cloud Audio Enablement Popout

Create Genesys OAuth Client

An OAuth client app is required to allow users to connect to InGenius. To create the client:

1. Sign into Genesys Cloud and select Collaborate/Communicate.

2. Navigate to Admin | Integrations and select OAuth.

3. Select Add Client and enter the following information:

Additionally, if "enforce scopes" is enabled, the following scopes are required:

4. Select Save.

After you create the client, record the following information:

• Authorization URL

• Client ID

• Client Secret

These values will be used later to configure the Genesys Cloud telephony profile from within the InGenius Admin App.

Create Genesys OAuth Client Credentials Integration

An OAuth Client Credentials integration is required for the importing of Genesys Cloud presence statuses into InGenius. Follow the steps below:

1. Sign into Genesys Cloud and select Collaborate/Communicate.

2. Navigate to Admin in the top menu bar, then to Integrations | OAuth.

3. Select the Add Client button above the OAuth table.

4. Set the App Name as '<your-name>-Admin-Integration'

   Note: Ensure the App Name you choose is unique to your deployment.

5. Set the Description as 'Integration to get presence statuses', or another brief and appropriate description.

6. Ensure the Token Duration is set.

   Note: The Token Duration is how long the login token will last for. This option can be adjusted after the application is created as required, and is useful for testing expiring tokens.

7. Set the Grant Types to 'Client Credentials'

8. Navigate to the Roles tab on the same page.

   

9. Scroll down to the Trusted External User role and select it by clicking the Assigned switch.

   

10. Click the Save button.

Required User Permissions

Listed in the table below are the user permissions required and their details:

Other Permissions

Additional permissions that are required for other features that not all users may require access to can be found in the table below:

Default User Phone

If the user profile does not specify a value in the Default Phone field, the user will not be able to dial out of InGenius. To ensure a default phone is specified:

1. Sign into Genesys Cloud and select Collaborate.

2. Navigate to Admin | People & Permissions | People

3. Navigate to the user's profile.

4. Under the Phone tab, ensure that a value is specified in the Default Phone field.

Create Web Services Data Action

The web services data actions integration will be required later for a call action in the IVR. If you have not already, you will need to add this action to your Genesys integrations. For details on adding and activating a data actions integration, refer to the official documentation page.

Configure SSO (Single Sign-on)

Single sign-on will allow your users to authenticate and log in with a single ID and password, allowing them to access multiple apps with a single login. To enable SSO for InGenius, you will first need to enable Salesforce as an SAML provider.

After enabling Salesforce as an SAML provider, refer to the Genesys instructions on configuring SSO here.

Configure Genesys Queues After Call Work (ACW) Settings

To prevent call routing conflicts between Genesys and Salesforce, ensure that your Salesforce ACW is disabled if you plan to use Genesys ACW instead. For more information on configuring ACW in Salesforce, refer to the documentation here.

Note: The 'Mandatory, Time-boxed no early exit' ACW option in Genesys is currently not supported and will cause significant issues with InGenius.

For more information on how to configure Genesys queues, refer to the official documentation page.

Configure Genesys Cloud Call Recording

If configured to allow your users access, InGenius provides call recording integration with Genesys Cloud. To enable this for your system, follow the steps below:

Enable Line Recording/Dual Channel

Call recording in Genesys Cloud requires that Line Recording and Dual Channel is enabled on the SIP trunk. For more information, refer to the official Enable Line Recording documentation.

Enable Participant Recording

Call recording in Genesys Cloud also requires an 'Enable Participant Recording' action to be set in the IVR flow as shown in the Genesys IVR example. For more information, refer to the official Enable Participant Recording documentation.

Note: This action is set in the coming IVR configuration section, it is recommended to continue following the installation guide in order.

Update Salesforce CSP (Content Security Policy)

As Genesys hosts their recordings externally, you must add it into Salesforce's CSP Trusted Sites. Follow the steps below:

1. Login to your Salesforce Org and navigate to Setup.

2. Enter "CSP" into the Quick Find box and select CSP Trusted Sites.

3. Click on New Trusted Site

4. Name the Trusted Site with a short reference.

5. In the Trusted Site URL, add the following URL:

   • prod-recording-playback.s3.amazonaws.com

6. Check the box "Allow site for media-src" and Save.

Create Queued Callback Action in Genesys Architect

InGenius supports queued callbacks with Genesys. To enable this functionality, a queued callback action must first be created in Genesys with the following fields:

For more information on creating data actions in Genesys, refer to the official documentation.