Genesys Cloud CX

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  • 1.  Home Grown CRM integration with Genesys Cloud

    Posted 18 days ago
    Hi Genesys Experts,

     We are working on one POC.

    Use case:- When the customer call on Genesys cloud TFN number and call comes on Genesys cloud and at same time we want to show customer number on home grown CRM.

    For this first we are  creating client OAuth on Genesys cloud integration.
    But  which API should I call to get the customer number and show on CRM?

    Anybody help us to get this solution?

    Thankyou in Advance.
    #DigitalChannels
    #Implementation
    #Integrations

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    Rakesh Singh
    HCL Technologies Ltd.
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  • 2.  RE: Home Grown CRM integration with Genesys Cloud

    GENESYS
    Posted 16 days ago
    Rakesh,

    If you are looking to call the Genesys Cloud API from the CRM, then I recommend attending the API training class from Genesys Beyond. This covers how to do what you require.

    If you are wanting to display CRM information withing the Genesys Cloud Script, then you need to create a REST API for the CRM and then use a custom integration to call it.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Home Grown CRM integration with Genesys Cloud

    Posted 16 days ago
    Hi Rakesh,

    If you want real time data you can use Genesys Cloud topic v2.routing.queues.{id}.conversations.calls data contains customer phone number.
    About API you can use /api/v2/analytics/conversations/details/query and specify interval with some additional filtering.

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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
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