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Real Time Alerts for systems integrated with GC

  • 1.  Real Time Alerts for systems integrated with GC

    Posted 03-18-2021 20:18
    Edited by Bryan De La Cruz 03-18-2021 20:25
    Hi Community,

    We're doing a large scale integration with an external application that interacts with our IVR and want to know what other companies use for alarms when errors occur. We're too large to be reactive and have to report our IVR uptime. We know that anything real time would have to be an API call however we're curious how other big companies are doing it?  For example, lets say we're connected via API with a CRM, and experience timeouts happening in the IVR due to something happening outside of genesys cloud, what do we monitor on the genesys side to know errors are occurring? Thanks in advance

    Bryan De La Cruz
    #AskMeAnything(AMA)
    #ArchitectureandDesign
    #Integrations
    #Unsure/Other

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    Bryan De La Cruz

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  • 2.  RE: Real Time Alerts for systems integrated with GC

    Top 25 Contributor
    Posted 03-19-2021 11:53
    My suggestion would be using notifications on queues for smaller data points, but if you are looking for larger deployments and needs a firehose of data points from GC, then you need to use the EventBridge integration:  About the Amazon EventBridge integration - Genesys Cloud Resource Center (mypurecloud.com).  This in beta now, but will offer you a lot more data and easier control than notifications.  


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Real Time Alerts for systems integrated with GC

    GENESYS
    Posted 03-22-2021 10:54
    Bryan,

    You might take a look at the Alerting API: https://developer.mypurecloud.com/api/rest/v2/alerting/ and the overview of how it works: https://developer.mypurecloud.com/api/rest/v2/alerting/overview.html.  If you used Genesys Cloud Data Actions and sprinkled those in your Architect Call flow when failures occur, then you could get real-time alerts via email, SMS, or internal Genesys Cloud chat.

    If you want a less proactive approach you can use Flow Outcomes: https://help.mypurecloud.com/articles/add-a-flow-outcome/ and sprinkle those around your Architect Flow and then use the Flow Outcomes Performance view to monitor how the flows are working and if there are issues: https://help.mypurecloud.com/articles/flow-performance-views-overview/

    Hope that helps.

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