Genesys Cloud - Main

Hi Team,

I am looking for a help as below.

I have customer policy numbers from customer DB sending to Genesys via internet but in encrypt format .

Genesys IVR will receive it and decrypt the Policy number .

For this we configured AWS key Encryption and in IVR we are encrypt and decrypt method but it was throwing error 

"Errormsg": "The data could not be decrypted; it may be corrupt, or if encrypted outside of Genesys Cloud it may have been encrypted with an incompatible library or settings (e.g. crypto algorithm, encryption context, etc.).",

Hi Team,

I am looking for a help as below.

I have customer policy numbers from customer DB sending to Genesys via internet but in encrypt format .

Genesys IVR will receive it and decrypt the Policy number .

For this we configured AWS key Encryption and in IVR we are encrypt and decrypt method but it was throwing error 

"Errormsg": "The data could not be decrypted; it may be corrupt, or if encrypted outside of Genesys Cloud it may have been encrypted with an incompatible library or settings (e.g. crypto algorithm, encryption context, etc.).",

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt

Hi Anush,

We also have similar use case where we need to decrypt the customer data within Architect but facing same error as yours. Wish to know on the solution which worked for you?

------------------------------
Swati Shrivastava
Consultant (Accenture)

Original Message:
Sent: 07-15-2024 20:24
From: Anush Shetty
Subject: Encrypt & Decrypt

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt

@Swati Shrivastava what are the errorType and errorMessage values when the action fails in Architect (presuming you configured variables to receive those values) 

From the RC:

Failure outputs include these fields:

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied
• errorMessage: A non-localized error message. The String may be empty or NOT_SET.

Hi Anush,

We also have similar use case where we need to decrypt the customer data within Architect but facing same error as yours. Wish to know on the solution which worked for you?

------------------------------
Swati Shrivastava
Consultant (Accenture)

Original Message:
Sent: 07-15-2024 20:24
From: Anush Shetty
Subject: Encrypt & Decrypt

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt

Hi George,

Please find the screenshot of error

@Swati Shrivastava what are the errorType and errorMessage values when the action fails in Architect (presuming you configured variables to receive those values) 

From the RC:

Failure outputs include these fields:

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied
• errorMessage: A non-localized error message. The String may be empty or NOT_SET.

Hi Anush,

We also have similar use case where we need to decrypt the customer data within Architect but facing same error as yours. Wish to know on the solution which worked for you?

------------------------------
Swati Shrivastava
Consultant (Accenture)

Original Message:
Sent: 07-15-2024 20:24
From: Anush Shetty
Subject: Encrypt & Decrypt

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt

1. Just checking...did you fully follow the directions at https://help.mypurecloud.com/articles/use-an-aws-kms-symmetric-key-for-conversations/to set up the key?
2. Are you sure there are no NOT_SET or null values being encrypted?

You'll probably have to get Support involved...the errorType value is not one of the ones listed as allowed...

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied

Hi George,

Please find the screenshot of error

@Swati Shrivastava what are the errorType and errorMessage values when the action fails in Architect (presuming you configured variables to receive those values) 

From the RC:

Failure outputs include these fields:

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied
• errorMessage: A non-localized error message. The String may be empty or NOT_SET.

Hi Anush,

We also have similar use case where we need to decrypt the customer data within Architect but facing same error as yours. Wish to know on the solution which worked for you?

------------------------------
Swati Shrivastava
Consultant (Accenture)

Original Message:
Sent: 07-15-2024 20:24
From: Anush Shetty
Subject: Encrypt & Decrypt

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt

Hi George,

Thank you for your reply. We got below reply from support which doesn't make sense to us. And further they ask us to check with Professional Services.

Decrypt Data Action is only used for decrypting strings generated from Encrypt Data Action. 

1. Just checking...did you fully follow the directions at https://help.mypurecloud.com/articles/use-an-aws-kms-symmetric-key-for-conversations/to set up the key?
2. Are you sure there are no NOT_SET or null values being encrypted?

You'll probably have to get Support involved...the errorType value is not one of the ones listed as allowed...

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied

Hi George,

Please find the screenshot of error

@Swati Shrivastava what are the errorType and errorMessage values when the action fails in Architect (presuming you configured variables to receive those values) 

From the RC:

Failure outputs include these fields:

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied
• errorMessage: A non-localized error message. The String may be empty or NOT_SET.

Hi Anush,

We also have similar use case where we need to decrypt the customer data within Architect but facing same error as yours. Wish to know on the solution which worked for you?

------------------------------
Swati Shrivastava
Consultant (Accenture)

Original Message:
Sent: 07-15-2024 20:24
From: Anush Shetty
Subject: Encrypt & Decrypt

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt

I guess the first question I should have asked is, Are you using a Data Action to retrieve the encrypted data from the remote system?

The Decrypt Data action is specifically meant to decrypt data that is output from a Call Data Action action:

"Use this action to decrypt PCI data after you call a data action to a back-end system."

Hi George,

Thank you for your reply. We got below reply from support which doesn't make sense to us. And further they ask us to check with Professional Services.

Decrypt Data Action is only used for decrypting strings generated from Encrypt Data Action. 

1. Just checking...did you fully follow the directions at https://help.mypurecloud.com/articles/use-an-aws-kms-symmetric-key-for-conversations/to set up the key?
2. Are you sure there are no NOT_SET or null values being encrypted?

You'll probably have to get Support involved...the errorType value is not one of the ones listed as allowed...

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied

Hi George,

Please find the screenshot of error

@Swati Shrivastava what are the errorType and errorMessage values when the action fails in Architect (presuming you configured variables to receive those values) 

From the RC:

Failure outputs include these fields:

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied
• errorMessage: A non-localized error message. The String may be empty or NOT_SET.

Hi Anush,

We also have similar use case where we need to decrypt the customer data within Architect but facing same error as yours. Wish to know on the solution which worked for you?

------------------------------
Swati Shrivastava
Consultant (Accenture)

Original Message:
Sent: 07-15-2024 20:24
From: Anush Shetty
Subject: Encrypt & Decrypt

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt

Hi George,

We are using Data Action to get the encrypted data from remote system and then using 'Decrypt Data' block to decrypt PCI data and there we are getting error which i posted in above message.

I guess the first question I should have asked is, Are you using a Data Action to retrieve the encrypted data from the remote system?

The Decrypt Data action is specifically meant to decrypt data that is output from a Call Data Action action:

"Use this action to decrypt PCI data after you call a data action to a back-end system."

Hi George,

Thank you for your reply. We got below reply from support which doesn't make sense to us. And further they ask us to check with Professional Services.

Decrypt Data Action is only used for decrypting strings generated from Encrypt Data Action. 

1. Just checking...did you fully follow the directions at https://help.mypurecloud.com/articles/use-an-aws-kms-symmetric-key-for-conversations/to set up the key?
2. Are you sure there are no NOT_SET or null values being encrypted?

You'll probably have to get Support involved...the errorType value is not one of the ones listed as allowed...

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied

Hi George,

Please find the screenshot of error

@Swati Shrivastava what are the errorType and errorMessage values when the action fails in Architect (presuming you configured variables to receive those values) 

From the RC:

Failure outputs include these fields:

• errorType: A nonempty String that contains the type or category of the error. The allowable values are:
  • CustomerKeyNotConfigured
  • CustomerKeyNotFound
  • GeneralError
  • MaximumDataSizeExceeded
  • NoDataSupplied
• errorMessage: A non-localized error message. The String may be empty or NOT_SET.

Hi Anush,

We also have similar use case where we need to decrypt the customer data within Architect but facing same error as yours. Wish to know on the solution which worked for you?

------------------------------
Swati Shrivastava
Consultant (Accenture)

Original Message:
Sent: 07-15-2024 20:24
From: Anush Shetty
Subject: Encrypt & Decrypt

Dear Raghavapvds,

It would be of great help if you confirm if it worked using 128 bit encryption since i am trying to check feasiblity . Thank you

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 07-11-2024 00:58
From: Raghavapvds pvds
Subject: Encrypt & Decrypt