Genesys Engage on-premises

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  • 1.  How to integrate Nuance Nina chat with Genesys routing?

    Posted 06-02-2020 23:08
    Hi All,

    Nuance can be integrated with GVP for IVR apps but need to know if Genesys can be used for routing Nuance interactions or not.

    Thanks in advance for your response.

    #PlatformAdministration

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    Lakshmanakumar Krishnasamy
    Infosys Ltd
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  • 2.  RE: How to integrate Nuance Nina chat with Genesys routing?

    GENESYS
    Posted 06-03-2020 10:48
    Yes, you can route 3rd party (Nuance Nina) interactions from any vendor pretty easily with Genesys Engage using the Open Media capabilities of the platform.  In general here are the steps:

    - Using one of several methods (Platform SDK, GMS, iWD Capture Point, or Interaction Server native API) you need to submit an interaction into the system.  You can either use the generic 'workitem' media type or create a custom media type.  Using a custom media type will give you better reporting on your interaction handling of Nuance Nina chat sessions.
    - When you submit the interaction, you need to include the Nuance Nina chat session identifier as attached data for the interaction.  This will be important when the interaction is handled by an agent.
    - You will need to create a routing flow for the interaction using Composer (or even an IRD business process).
    - When an interaction is submitted and routed to an agent, the agent will need to accept the interaction.  The default functionality of the WDE/WWE won't know how to handle the interaction, so you'll have to create a custom WDE Extension or WWE Service Client API tab that looks at the interaction, recognizes that it represents a Nuance Nina chat interaction, accesses the Nuance Nina chat session id, and then displays a UI that is capable of handling the chat media.  Many times, its possible to launch the 3rd parties UI and pass in the session identifier to have it bring up that chat.

    I hope that helps.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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    Original Message


  • 3.  RE: How to integrate Nuance Nina chat with Genesys routing?

    Posted 06-03-2020 23:02
    Edited by Lakshmanakumar Krishnasamy 06-04-2020 01:35
    Hi Jim,

    Thanks for wonderful response, If possible can you please share Architecture diagram for chat integrate with Nuance Nina.

    will i be able to apply capacity rule on this custom media for Nuance chat

    will it also allow co-browse to be deployed on Nuance chat and WDE integration


    Thanks in advance for responses


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