Connection settings for Genesys Cloud

The Genesys Cloud ACD Configuration page allows a tenant administrator to create, edit, or delete a Genesys Cloud ACD. Configuring Genesys Cloud as an ACD in Calabrio ONE connects the two systems on the backend, thus allowing data to flow from Genesys Cloud to Calabrio ONE. The following fields appear if you select Genesys Cloud as your ACD.

NOTE If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Calabrio Professional Services.

Field	Description
Edit a Genesys ACD	Edit an existing Genesys Cloud ACD.
Create a Genesys ACD	Create a new Genesys Cloud ACD.
Delete a Genesys ACD	Delete an existing Genesys Cloud ACD.
ACD Name
ACD Name	The name of your Genesys Cloud ACD.
Configure a Genesys ACD
Genesys Client ID	The ID generated when you create a Genesys Cloud OAuth client.
Genesys Client Secret	The secret generated when you create a Genesys Cloud OAuth client.
Genesys Host URL	The domain name of your Genesys Cloud client.
Calabrio Configuration
Calabrio API Username	The Calabrio ONE service account username. This is used for uploading data to the correct tenant. The user needs to be created in the tenant and given the correct permissions to upload data.
Calabrio API User Password	The Calabrio ONE service account password.
Genesys Queues
Add	The queue ID of the Genesys Cloud queue you want to import calls from. You must add at least one queue.
Metadata Mapping
Add Mapping	This section allows you to define which Genesys Cloud metadata values are synced with Genesys Cloud contacts into Calabrio ONE. The Genesys Cloud metadata values are mapped to metadata labels created in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager). Metadata fields must first be created in Metadata Manager in Calabrio ONE (see Manage metadata fields for more information). Follow the Sync Genesys Cloud Metadata to Calabrio ONE procedure in the RingCentral Engage Integration Guide to map your Genesys Cloud metadata. After you map your Genesys Cloud metadata it can add a variety of trackable information to a contact in Calabrio ONE. Metadata fields can be found in the Contact Information Details panel on the Recordings page (Recordings tab > select a contact). You can view, edit, or delete a metadata field from your system.
Enable RTE Messaging for Screen Recording
Enable RTE Messaging for Screen Recording	(Optional) Allows you to record the screens of Genesys Cloud users who are configured for screen recording in Calabrio ONE. See Screen Recording for more information. NOTE Enabling this check box is required for screen recording and screen recording pause and resume to function.