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  • 1.  Mass on boarding solutions out there

    Posted 07-15-2024 10:19

    Was curious what folks are doing regarding on-boarding agents.  We have many times throughout the year, where we onboard 30 to 40 agents. Someone submits spreadsheet, and often it is a manual process.  I am in process of building api integration to make this more automatic, but wondering what other folks are doing.  The biggest hurdle i see is keeping extensions in order (which are used, which are available).  Thoughts out there?


    #API/Integrations
    #PlatformAdministration

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Mass on boarding solutions out there

    Posted 07-15-2024 12:58

    Hello Clayton, 

    This is a good question! I have the documentation here for onboarding agents into GC. The quickest way is to add everything to a spreadsheet and import the spreadsheet following the documentation here

    Developing an integration sounds like a good solution though. If you need assistance with developing this or hit a roadblock that just can't seem to pass. Please use our developer forums to get some help. After you do that and you still can't get past the roadblock/help then you can contact customer care.

    Hope this helps!

    Cheers!



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Mass on boarding solutions out there

    Posted 07-16-2024 02:45

    Hi Clayton,

    if you want to have a good solution you may ask within your IT if someone has programming skills using .Net, Curl, ... 

    With the Genesys API Explorer you can test everything beforehand, get the code snippets and then just programm your tool in your preferred language for your needs.

    This way you can do the complete user setup incl. Phone setup by a scheduled job or intstantly using notifications based on e.g. Azure AD data or data provided within Excel or CSV-Files at some storage.

    BR, Robert

    #API #API #.net #curl



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    Robert Herms
    Hotelplan Management AG
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  • 4.  RE: Mass on boarding solutions out there

    Posted 07-16-2024 12:33

    It comes down to the capabilities of your IT dept and or software stack.  For instance, we have integration SaaS service where we built an integration to Genesys where we process the full lifecycle of an agent.  We automatically onboard them, change them, and separate them as well.  We also have Okta, so we had the option of using Okta LCM, which would be an excellent solution.  It all depends on ROI.  What is your turnover like and hiring ramp?  For instance, we have a high enough turnover rate where it made a lot of sense for us to automate it.  It took us a couple sprints to implement our solution working on it part time, but it helps to have a tool rather than having to code everything from scratch.



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    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
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  • 5.  RE: Mass on boarding solutions out there

    Posted 07-16-2024 14:03

    I agree with Ryan that it depends on your in-house expertise and capabilities. I have seen customers build a complete user provisioning system with their own front end, using a combination of the SCIM APIs (which don't require the full SCIM setup with Azure/etc.), User APIs, other APIs...also have see folks use Azure or Okta or other provisioning using SCIM capabilities to map the fields, also have seen smaller shops use the Bulk Import from CSV followed by manual configuration using Groups to assign Roles...



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
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  • 6.  RE: Mass on boarding solutions out there

    Posted 07-16-2024 14:25

    This feedback is excellent...our shop is pretty proficient at API development, and the OKTA LCM seems like a really promising solutions.  I think my main concern right now is keeping track of available extensions for next user, and throwing extensions back into the "pool" when someone leaves.  our offboarding is good so far, but that would be my biggest concern on how to keep extensions in line. 



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    Clayton Curtis
    Enova Online Services, Inc.
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  • 7.  RE: Mass on boarding solutions out there

    Posted 07-16-2024 18:26

    Extensions is a challenge we haven't had the need to tackle as everyone in our org get's their own dedicated WebRTC phone which we just disable when their user no longer shows up in the "Okta - Genesys" AD Security Group.   This way they can be deprovisioned when the separate, or if they are internal transfers to departments not using Genesys.

    I am sure unassigning the extensions is simple to do via API, but the logic to assign from the pool may require some additional logic, but anything is possible if you put your mind to it.  If extensions are location based in a multi-location environment, then having good data and the ability to map the data so you can make decisions regarding which extensions to grab will be super important.



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    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
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  • 8.  RE: Mass on boarding solutions out there

    Posted 07-17-2024 09:57

    If you are open a "buy" option then there are solutions in the AppFoundry (https://appfoundry.genesys.com) that offer bulk user management as a feature of their product.  One that comes to mind it DCCM (https://appfoundry.genesys.com/filter/genesyscloud/listing/c55249c0-6217-4738-8efa-3461b697afde), but there are others as well.

    If you want to build something, and your IT department is savvy at the command line, then they might look at using the Genesys Cloud Platform API CLI: https://developer.genesys.cloud/devapps/cli/.  This is one of our developer tools that allow you to script actions at the command line.  It is quite easy to write a small command line routing that would read a CSV file and create users from that file.  We even keep an open source repository on GitHub of scripts submitted by the community that others might find useful: https://github.com/MyPureCloud/quick-hits-cli.

    You could even call the Genesys Cloud Platform API from a VBScript macro inside of your spreadsheet or build a standalone application.

    There are a lot of options available to you for this.



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 9.  RE: Mass on boarding solutions out there
    Best Answer

    Posted 07-18-2024 13:06
    Edited by Cameron Tomlin 08-14-2024 12:56

    As Ryan calls it out correctly, it is very dependent on your organization.  By organization I'm not referring to a Genesys organization, I'm talking about your corporate organization.  Most companies have a domain management platform such as Microsoft AD and a SSO solution such as Okta.  Genesys is compatible with Okta,/SCIM we have enabled the SCIM interface between Genesys, Okta and MS AD.  This way when users are added to our corporate network dependent on the AD group(s) they are added to they are automatically added to our Genesys organization with the correct permissions.  Over the last 3 years we have added well over 5000 users to our platform using this method.  Each of our LOB's have various AD groups new employees are added to dependent on their individual roles.  We are still tied to spread sheets for creating the users phones, assigning location and other user specific needs but getting users into Genesys is done as part of HR's normal process for onboarding employees to the company with no additional work.     

    Hope this helps.



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    Mark Pierson
    Ally Financial
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