# Genesys Cloud Handover Integration

**Cognigy Support**  
August 30, 2023

In this tutorial, we will configure the settings for the Genesys provider using the Webchat Endpoint as an example.

## Configuring Genesys Cloud Handover Settings

To integrate with Genesys Cloud, go to the Endpoint and configure the **Handover Settings** section. Then, all handover requests will be routed to Genesys Cloud and processed by a human agent.

### **Host**

The Host is the URL Genesys Cloud customers use to log in to the environment. The Host varies depending on the geographic region; for example, `mypurecloud.de` is used for the German Genesys Cloud region.

Note that you can use only the base domain, for example, `mypurecloud.de`, `mypurecloud.com`, `cac1.pure.cloud`, and you need to omit the `apps.` or `login.` part of the domain.

To learn more about the available regions for Genesys Cloud, read [AWS regions for Genesys Cloud deployment](https://help.mypurecloud.com/articles/aws-regions-for-genesys-cloud-deployment/).

### **Organization ID**

The Organization ID identifies your Genesys Cloud instance.

To view your Organization ID, select **Admin > Account Settings > Organization Settings > Organization Details > Advanced**. Genesys Cloud displays your Organization ID.

To learn more about the organization ID, read [Genesys Cloud: How do I find my organization ID](https://help.mypurecloud.com/faqs/how-do-i-find-my-organization-id/).

### **Deployment ID**

The Deployment ID is the Deployment Key defined in the Genesys Webchat Widget settings. To view your organization ID:

1. Select **Admin > Contact Center > Widgets**.
2. On the **Widgets** page, select a **Widget** or **Create a New Widget**. The Deployment Key will be displayed.

**Note:** A Widget v2 must work with the Cognigy Chat Handover integration.

To learn more, read [Genesys Cloud: Create a Widget for web chat](https://help.mypurecloud.com/articles/create-a-widget-for-web-chat/).

### **Queue name**

The Queue Name is the name of the queue as defined in this form, for example, Cognigy HQ Queue.

To view your Queue:

1. Select **Admin > Contact Center > Queues**.
2. Select a **Queue** or **Create a new Queue**.

### **Queue ID**

The Queue ID is visible in the URL of the page, for example,

https://apps.mypurecloud.de/directory/#/admin/organization/queues/<YOUR-QUEUE-ID>/general

To learn more about queues, read [Genesys Cloud: Create and configure queues.](https://help.mypurecloud.com/articles/create-queues/)

### **Session Duration (in minutes)**

The Session Duration is the time until idle handover sessions expire, measured in minutes. The default value for Session Duration is 20 minutes.

### **Send Profile Information**

If enabled, the Send Profile Information will send user information (such as first and last name) to the agent.

### **Node Authentication**

Authentication with the http_oauth2 type is used by nodes calling the Genesys Cloud APIs, for example, Agent Availability.

Select an existing OAuth2 connection to Genesys Cloud or create a new one:

- **OAuth URL**- _mypurecloud.com/oauth/token_ (.com.au or similar, depending on location)
- **ClientID**- <as set up in Genesys Cloud environment – see below>
- **Client Secret**- <as set up above in Genesys Cloud environment – see below>
- **Scope**- read (can be anything, Genesys Cloud does not use this field)

## **Setting up OAuth Access in Genesys Cloud**

**Note:** As you are granting (limited) access to your Genesys Cloud environment, ensure you understand the security implications of your changes and chosen permissions.

To set up OAuth Access:

01. Select **Admin > People & Permissions > Role/Permissions > Create a new Role**.
02. Name your Role, for example, Query Queue Status.
03. In the Permissions Tab, assign permissions, for example, _routing:queue:view, routing:queue:readonly._
04. Select **Admin > People & Permissions > Role/Permissions > See list of all roles**.
05. Find **Query Queue Status** and click the ellipses (3 vertical dots) symbol to the right and click **Change Membership**.
06. Add your user to this Role, including the Division of the queue, if divisions are used in your Genesys Cloud setup.
07. Save changes.

08. Select **Admin > OAuth**.
09. Create a new OAuth client.
10. Select **Client Credentials**.

11. On the Roles tab, add the **Query queue status** role. That will only work if you have performed the steps above.

12. Save changes.

You will get a Client ID and a Client Secret. These can be used to retrieve an OAuth (bearer) token, for example, in a Cognigy OAuth2 connection.

For more details about Genesys Cloud OAuth access, read:

- [Genesys Cloud: Fine-Grained Access Control](https://developer.genesys.cloud/authorization/platform-auth/fgac)
- [Genesys Cloud: Add roles](https://help.mypurecloud.com/articles/add-roles/)
- [Genesys Cloud: Custom permissions](https://developer.genesys.cloud/forum/t/custom-permissions/4584)
- [Genesys Cloud: Divisions overview](https://help.mypurecloud.com/articles/divisions-overview/)
- [Genesys Cloud: Create an OAuth client](https://help.mypurecloud.com/articles/create-an-oauth-client/)
- [Genesys Cloud: Developer Tools](https://developer.genesys.cloud/developer-tools/#/api-explorer) (use while being logged in to Genesys Cloud in your browser)

### Endpoints & Channels

- [Azure Bot Services: Advanced Deployment with SSO (Microsoft Teams): SSO and Graph API Nodes](https://support.cognigy.com/hc/en-us/articles/6422300559388-Azure-Bot-Services-Advanced-Deployment-with-SSO-Microsoft-Teams-SSO-and-Graph-API-Nodes)
- [Azure Bot Services: Advanced Deployment with SSO (Microsoft Teams): Apps Developer Portal](https://support.cognigy.com/hc/en-us/articles/6422298661404-Azure-Bot-Services-Advanced-Deployment-with-SSO-Microsoft-Teams-Apps-Developer-Portal)
- [Azure Bot Services: Advanced Deployment with SSO (Microsoft Teams): Azure Portal](https://support.cognigy.com/hc/en-us/articles/6422296629404-Azure-Bot-Services-Advanced-Deployment-with-SSO-Microsoft-Teams-Azure-Portal)
- [Azure Bot Services: Advanced Deployment with SSO (Microsoft Teams): Azure Active Directory Portal](https://support.cognigy.com/hc/en-us/articles/6422293904540-Azure-Bot-Services-Advanced-Deployment-with-SSO-Microsoft-Teams-Azure-Active-Directory-Portal)
- [Azure Bot Services: Advanced Deployment with SSO (Microsoft Teams): Intro](https://support.cognigy.com/hc/en-us/articles/6417377133596-Azure-Bot-Services-Advanced-Deployment-with-SSO-Microsoft-Teams-Intro)
- [Amazon Connect: Intro](https://support.cognigy.com/hc/en-us/articles/6229662732444-Amazon-Connect-Intro)
- [Amazon Connect: Setup Amazon Connect](https://support.cognigy.com/hc/en-us/articles/6229664156060-Amazon-Connect-Setup-Amazon-Connect)
- [Amazon Connect: Control Amazon Connect from Cognigy.AI](https://support.cognigy.com/hc/en-us/articles/6229683335196-Amazon-Connect-Control-Amazon-Connect-from-Cognigy-AI)
- [Amazon Connect: Enable SSML replies from Cognigy.AI](https://support.cognigy.com/hc/en-us/articles/6229684421916-Amazon-Connect-Enable-SSML-replies-from-Cognigy-AI)
- [Amazon Lex: Setup AWS Lambda (Amazon Lex NLU)](https://support.cognigy.com/hc/en-us/articles/6229644597020-Amazon-Lex-Setup-AWS-Lambda-Amazon-Lex-NLU)