IT Tasks

Caution: This section is only required for the configuration of an on-premises telephony gateway and is not applicable to Genesys Cloud

Caution: This section is only required for the configuration of an on-premises telephony gateway and is not applicable to Genesys Engage

Before following the steps listed in this section, please ensure you meet the specifications listed in the Plan the Deployment section (telephony gateway, browser requirements and phone specifications).

The following steps should be performed by an IT specialist or administrator at your organization. This information is helpful to prepare for the InGenius deployment for an on-premises telephony gateway.

Prepare a dedicated Windows server to host InGenius by completing the following steps:

If anti-virus software is running on the InGenius server, you must exclude c:\ProgramData\InGenius from the scans. If the exclusion is not configured, the data (.xml) files may become corrupted.

Note: To enhance your server security, it is strongly recommended to disable TLS 1.0 and 1.1 on your Windows server.

A FQDN is required for the InGenius telephony gateway. It is used by the agent’s web browser to connect to the InGenius telephony gateway. The company can use a standard naming convention and the FQDN does not need to match the Windows server name. Name resolution must be installed and configured to resolve the FQDN for all users.

Example: ingenius.domain.com

Install a version of the Microsoft .NET Framework software:

Note: Refer to the Supported Platforms & Requirements page for which .NET versions are currently supported.

To prepare for an InGenius deployment, check for any firewalls or proxy servers in your network and ensure they do not block connectivity between InGenius server (or gateway) and the telephony gateway.

There are three paths of communication to and from the InGenius Server:

InGenius Gateway Server ⇔ Telephony server (see table below for port number)

InGenius Gateway Server ⇔ User browser

InGenius Gateway Server ⇔ InGenius Cloud (AWS)

Telephony System Port
Asterisk 5038
Avaya 4721
Cisco UCCE 42027 (primary), 43027 (secondary)
Cisco UCCX 12028
Cisco UCM 2748
Genesys Engage 2020

Please ensure there are no firewalls or proxy servers interfering with either path. Additionally, determine if the InGenius server has internet access to communicate with the InGenius Registration server during the deployment process.

Caution: Please ensure to use a wired internet connection with the client system. Wi-fi connections are not supported on the client system.

InGenius uses SSL certificates to ensure secure communications between the client browsers and the InGenius telephony gateway. Wild card certificates for the domain are permissible and all certificates must contain a private key to allow encryption of data. The SSL certificate relies on the client operating systems to manage the SSL encryption.

  • A third-party SSL certificate is required for the InGenius server.
  • The SSL certificate must be installed on the InGenius server.
  • The SSL certificate must match the FQDN of the InGenius server.

If the certificate provider requires a Certificate Signing Request, the request needs to be generated through either Microsoft Management Console (MMC) or Internet Information Services (IIS). Contact the certificate provider for more information on how the Certificate Singing Request is constructed. By default, InGenius utilizes the IIS8 certificate format. Follow the instructions from your certificate provider on how to request and install the certificate. Once installed, confirm the private key configuration by using the Microsoft Management Console (MMC).

Note: If the provider requires a Customer Service Record, this record must be generated on the server where InGenius will be installed.

The Channel Integration Framework app needs to be installed by an administrator to support either single session or multi-session apps. To install the Channel Integration Framework app:

  1. Log into the Microsoft CRM with an administrator account.

  2. Navigate to Power Platform Admin Center | All Admin Centers | Dynamics 365.

  3. Select the Environment tab and choose your org.

  4. Navigate to Resources | Dynamics 365 apps and select Install.

  5. Select Channel Integration Framework and choose Next to complete the app install.

At InGenius 2025 R1.0, we require our customer's production Organization ID to create and register an InGenius instance. You can find your production Organization ID by navigating to the following location in Salesforce:

Setup > Administration Setup > Company Profile > Company Information > Salesforce Organization ID