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deploy-phone-genesys.md

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2021-09-23
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Integrating with phone and Genesys Cloud

{: #deploy-phone-genesys}

You can use the phone integration to help your customers over the phone and transfer them to live agents inside of Genesys Cloud. If, in the course of a conversation with your assistant, a customer asks to speak to a person, you can transfer the conversation directly to a Genesys Cloud agent.

Before you begin

To use this integration pattern, make sure you have the following:

  • {{site.data.keyword.conversationshort}} Plus or Enterprise Plan (required for phone integration)
  • A working assistant you are ready to deploy
  • A Genesys Cloud account

Integrating with Genesys Cloud

To integrate your assistant with Genesys Cloud, follow these steps:

  1. Log into the Genesys Cloud console.

  2. Click Admin.

  3. On the Telephony tab, click Trunks.

  4. In the External Trunks section, click Create new. Specify the following information:

    • In the External Trunk Name field, type a descriptive name (for example, Watson).

    • In the Type field, select BYOC Carrier and then Generic BYOC Carrier.

    • In the Inbound SIP Termination Identifier field, specify any name you want to use (for example, Watson). This value will not be used for now, but it is required by Genesys Cloud.

    Genesys create trunk

  5. Under Outbound, scroll to the SIP Servers or Proxies section. Specify the following information:

    • In the Hostname or IP Address field, type the SIP URI (not including sips:) from your Watson Assistant phone integration settings.

    • In the Port field, type 5060.

    Click the + button.

    Currently, SIPS and digest authentication are supported. {: note}

    Genesys create trunk

  6. Under SIP Access Control, add the IP addresses for the data center where your assistant is located:

    Data center IP addresses
    US-South 67.228.108.82\n169.63.5.162\n150.239.30.146
    US-East 52.116.100.158\n169.61.70.162\n169.59.136.194
    EU-DE 161.156.178.162\n169.50.56.146\n149.81.86.82
    EU-GB 158.176.120.162\n141.125.102.34\n158.175.99.34
    AU-SYD 168.1.47.2\n135.90.86.50\n168.1.106.130
    JP-TOK 165.192.69.82\n128.168.105.178\n161.202.149.162

  7. Under Identity, specify the following information:

    • Toggle the Address Omit + Prefix switch to Disabled.

      Disable address omit + prefix

  8. Under Media, remove Opus from the Preferred Codec List. Click Select a Codec and then select g729 to add it to the list. Leave PCMU as the first item in the list.

Genesys select codec

  1. Under Protocol, enable Take Back and Transfer.

  2. Click Save External Trunk.

  3. Under Sites, select the existing site you want to use this trunk with. To create a new site, specify a name and location and click Create.

  4. Click Number plans. Create a new number plan and specify the following information:

    • In the Number Plan Name field, type a descriptive name (for example, Watson).

    • For Match type, select E. 164 Number List.

    • In the Numbers field, type a number in the Start and End fields. This does not need to be a real number; you can make up any number to use as an identifier to assign to Watson. Specify the same number in both fields.

      To create a PSTN number you can give to your clients, you must create a Direct Inward Dialing (DID) or Bring Your Own Carrier (BYOC) number. For more information about how to do this, see the Genesys documentation. {: note}

    • In the Classification field, type a classification name (for example, Watson).

    Click Save Number Plans.

    Genesys number plan

  5. Click Outbound Routes. You can either edit the default outbound route or create a new one. Specify the following information:

    • In the External Trunks field, click Select External Trunks. Select the trunk you created for Watson Assistant.

    • In the Classifications field, add the applicable classifications. This should at least include National and the classification you created for Watson Assistant earlier. (The National route is used only to simulate the call in order to make sure the trunk is operational.)

    • Toggle the State switch to Enabled.

Genesys outbound route

  1. Click Save Outbound Routes.

  2. Go to the Simulate Call tab and click the Simulate Call button. The trunk should be shown as operational. (No actual call is made during simulation.)

Genesys simulate call

  1. Go to Phone Management and click Create new. Specify the following information:

    • In the Phone Name field, specify a descriptive name.

    • In the Base Settings field, select WebRTCPhone.

    • In the Site field, select the site you want to use.

    • In the Person field, select yourself.

  2. In the Watson Assistant user interface, create a new phone integration. Specify the following information:

    • When prompted, select Use an existing phone number with an external provider.

    • Specify the phone number you assigned in the Genesys Number Plans setting. (Remember, this is not necessarily a real phone number; it is just the identifier you assigned.)

    • Complete the phone integration setup process. (For more information, see Integrating with phone.)

  3. In the Genesys Cloud console, click the circle in the upper left corner. Select Phone, and then choose the phone you created in the Phone management section. Set yourself as available. The phone icon on the left should now be active.

  4. Click + to start a new call. Specify the number you assigned to Watson Assistant and then click Dial. You should now hear your assistant speak.!

If you encounter any errors, click Performance -> Interactions and view the PCAP file to read the diagnostics. {: note}

Transferring to an agent

Now that your Genesys Cloud environment can connect to Watson Assistant, you can set up the ability for your assistant to transfer calls back to your human agents. To do so, follow these steps:

  1. In the Genesys Cloud console, go to DID Numbers -> DID Ranges and create a new range. Specify the following information:

    • In the DID Start and DID End fields, specify a phone number. (Once again, you do not need to use a real phone number; you can just make up an identifier for your Genesys environment, such as 1-888-888-1234.)

    Genesys create range

    • In the Service Provider field, type a descriptive name (for example, Watson).

  2. If you have not already set up a queue to enable callers to wait for available agents, follow these steps to create a simple one now:

    1. Click Admin.

    2. Under Contact Center, click Queues.

    3. Create a new queue and give it a descriptive name.

    4. Add yourself as a member.

    5. Click Save.

  3. Create a simple call flow. (Your business might already have something more complex for routing.)

    1. Click Admin.

    2. Click Architect.

    3. In the Flows: Inbound Call section, click + to create a new flow. Give it a descriptive name (for example, Escalate to Agent).

    Genesys create flow

    1. In the toolbox, click Task and drag it into Reusable Tasks.

    Genesys task

    1. From your toolbox, under Transfer, drag the Transfer to ACD widget into the first action.

    Genesys transfer widget

    1. Select the queue you want to use.

    2. In the toolbox, click the Disconnect widget and drag it into the action after Failure. (This disconnects the call if the transfer fails.)

    3. Click the three dots under Reusable tasks and click Set this as the starting task. You can remove the Initial Greeting, because your assistant will speak before handing off the call.

    4. Click Publish in the menu bar to make this transfer live.

    5. Return to the main Genesys Cloud console.

    6. Click Admin and then navigate to Call Routing in the Routing section.

    7. Give the route a descriptive name (for example, Escalate to Agent).

    8. Under Regular Routing, for all calls, select your new flow.

    9. Assign the DID number you previously created.

    10. Click Save.

  4. Make sure your assistant is configured with at least one dialog node that transfers calls to an agent. For more information about how to do this, see Transferring a call to a human agent.

For the transferTarget parameter, use the DID number you created in Genesys Cloud, as well as the inbound SIP URI from your Genesys trunk. Use the following format:

sip:+18883334444\\@example.com

Make sure you use the \\ escape characters so Watson Assistant does not misinterpret the @ as part of the entity shorthand syntax. {: note}

  1. Make a test call and say something that initiates a transfer to an agent. In your Genesys Cloud console, you should see the transfer take place.