{"id":10115,"date":"2023-10-23T12:21:30","date_gmt":"2023-10-23T10:21:30","guid":{"rendered":"https:\/\/deliberate.de\/?page_id=10115"},"modified":"2024-11-22T16:43:58","modified_gmt":"2024-11-22T15:43:58","slug":"cloudengager","status":"publish","type":"page","link":"https:\/\/deliberate.de\/en\/contact-center\/cloudengager\/","title":{"rendered":"cloudEngager"},"content":{"rendered":"<p style=\"text-align: left;\"><strong>Revolutionizing Genesys Cloud Integration for your existing Business Applications with our API Gateway and Proxy for Genesys Cloud<\/strong><\/p>\n<p style=\"text-align: left;\"><strong>Revolutionierende Genesys Cloud Integration f\u00fcr Ihre bestehenden Gesch\u00e4ftsanwendungen mit unserem API Gateway und Proxy f\u00fcr Genesys Cloud<\/strong><\/p>\n<p style=\"text-align: justify;\"><span style=\"--tcb-applied-color: var$(--tcb-skin-color-0) !important; color: var(--tcb-skin-color-0) !important;\">cloud<\/span><span style=\"--tcb-applied-color: var$(--tcb-color-0) !important; color: var(--tcb-color-0) !important;\"><strong>E<\/strong><\/span><span style=\"--tcb-applied-color: var$(--tcb-color-1) !important; color: var(--tcb-color-1) !important;\"><strong>ngager<\/strong> <\/span>is an API gateway and proxy framework for the Genesys Cloud and enables the simple integration of Genesys Cloud into existing business applications. In particular, business applications with classic CTI integration can be integrated via the framework without having to adapt the basic architecture of the existing application (e.g. classic client-server structures with CTI client integrations). All that is required here is to convert the API calls to the Genesys Cloud API so that functions such as call acceptance, forwarding, etc. can also be used with Genesys Cloud from the business application.<\/p>\n<p style=\"text-align: left;\"><span style=\"--tcb-applied-color: var$(--tcb-skin-color-0) !important; color: var(--tcb-skin-color-0) !important;\">cloud<\/span><span style=\"--tcb-applied-color: var$(--tcb-color-0) !important; color: var(--tcb-color-0) !important;\"><strong>E<\/strong><\/span><span style=\"--tcb-applied-color: var$(--tcb-color-1) !important; color: var(--tcb-color-1) !important;\"><strong>ngager<\/strong> <\/span>ist ein API-Gateway- und Proxy-Framework f\u00fcr die Genesys Cloud und erm\u00f6glicht die einfache Integration von Genesys Cloud in bestehende Gesch\u00e4ftsanwendungen. Insbesondere lassen sich Business Anwendungen mit klassischer CTI-Integration \u00fcber das Framework einbinden, ohne die grundlegende Architektur der bestehenden Anwendung anzupassen (z.B. klassische Client-Server-Strukturen mit CTI-Client-Integrationen). Es ist hier lediglich erforderlich, die API-Aufrufe auf die Genesys Cloud API umzustellen, damit Funktionen wie Anrufannahme, Weiterleitungen, etc. auch mit Genesys Cloud aus der Business Applikation heraus genutzt werden k\u00f6nnen.<\/p>\n<p \"=\"\" style=\"text-align: left;\" tve-u-18b65a8f982\"=\"\"><strong><span style=\"font-size: 18px !important;\">User Session Power:<\/span><\/strong><span style=\"font-size: 18px !important;\">Gain ability to trigger any command on behalf of any agent from a system context<\/span><\/p>\n<p \"=\"\" style=\"text-align: left;\" tve-u-18b65a8f982\"=\"\"><span style=\"font-size: 18px !important;\"><strong>Seamless Transition:<\/strong><\/span><span style=\"font-size: 18px !important;\">Smoothly migrate from Genesys Engage to Genesys Cloud without a hitch<\/span><\/p>\n<p \"=\"\" style=\"text-align: left;\" tve-u-18b65a8f982\"=\"\"><span style=\"font-size: 18px !important;\"><strong>Rapid Integration:<\/strong><\/span><span style=\"font-size: 18px !important;\">Speed up the integration of custom client applications from Engage to Cloud<\/span><\/p>\n<p \"=\"\" style=\"text-align: left;\" tve-u-18b65a8f988\"=\"\"><span style=\"font-size: 18px !important;\"><strong>Server-side Control:<\/strong><\/span><span style=\"font-size: 18px !important;\">Enjoy enhanced Genesys Cloud user handling for applications with server-side CTI<\/span><\/p>\n<p \"=\"\" style=\"text-align: left;\" tve-u-18b5bef2d30\"=\"\"><span style=\"font-size: 18px !important;\"><strong>Full Genesys API Control:<\/strong><\/span><span style=\"font-size: 18px !important;\">Gain unprecedented control over user interactions with the Genesys API<\/span><\/p>\n<p style=\"\">Are these all \/ some of your requirements?<\/p>\n<p><span><img decoding=\"async\" alt=\"puzzle cloudEngager EN\" data-id=\"11919\" width=\"800\" data-init-width=\"1896\" height=\"327\" data-init-height=\"774\" title=\"puzzle_cloudEngager\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2024\/09\/puzzle_cloudEngager.webp\" data-width=\"800\" data-height=\"327\" style=\"aspect-ratio: auto 1896 \/ 774;\"><\/span><\/p>\n<p style=\"\">Features<\/p>\n<ul>\n<li style=\"\"><span style=\"\"><strong>Secure communication Business Server to Cloud Engager with TLS and API token <\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>High Performance Management <\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\">Developed in GoLang &#8220;the ultimate choice for performance and scalability&#8221;<\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>Single WebSocket to Business App(s) Supports a single client and also Business Server Cluster<\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>User Notification Filtering configurable<\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>Ensuring socket stability via Ping\/Pong, Heartbeat and reconnect features<\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>Token management \/ verification and updating<\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\">Operable in cluster (HA) or single node docker container<\/span><\/li>\n<li style=\"\"><span style=\"\">Uses Cassandra and Redis in Memory DB in HA mode<\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>Integrated self-load balancing and external load balancing Support<\/strong><\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"\"><span style=\"\"><strong>Utilisation of Genesys APIs in user context <\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>Utilisation of Genesys APIs in system context <\/strong><\/span><\/li>\n<li style=\"\"><span style=\"\"><strong>Utilisation of Genesys notifications<\/strong><\/span><\/li>\n<\/ul>\n<p style=\"\"><strong>Structure and architecture<\/strong><\/p>\n<p style=\"\">The basic structure consists of a client-server architecture, via which the connections are routed to the Genesys Cloud on the one hand and to the business application on the other. The following drawing provides a basic overview of the architecture:<\/p>\n<p><span><img decoding=\"async\" alt=\"CloudEngager - architecture\" data-id=\"12024\" width=\"862\" data-init-width=\"1944\" height=\"442\" data-init-height=\"997\" title=\"2024-11-04_cloudEngager_architecture_EN\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2024\/11\/2024-11-04_cloudEngager_architecture_EN.webp\" data-width=\"862\" data-height=\"442\" style=\"aspect-ratio: auto 1944 \/ 997;\"><\/span><\/p>\n<p style=\"text-align: right;\">cloudEngager &#8211; architectural sketch<\/p>\n<p style=\"\"><strong><span>cloud<\/span><span><strong>E<\/strong><\/span><span><strong>ngager<\/strong><\/span> Server (CES)<\/strong><\/p>\n<p style=\"\">The cloudEngager Server (CES) is provided as a Docker container and can therefore be flexibly integrated into any infrastructure on site\/on premise or as a cloud service. This architecture ensures simple deployment and all relevant components such as databases or logging functionalities are already included. Operational capability is ensured after the initial setup and basic configuration and requires no further adjustments during operation.<\/p>\n<p style=\"\">Communication requires access from the CES to Genesys Cloud, the business application and also to the client segments. The connection is initiated by the clients in the direction of the CES, so that common security configurations with firewalls and segmentation are also supported.<\/p>\n<p style=\"\">Depending on the requirements and number of clients, the cloudEngager server can be operated as a single or high-performance multinode instance including self-load balancing. Comprehensive monitoring and logging functions are also available.<\/p>\n<p style=\"\"><strong><span>cloud<\/span><span><strong>E<\/strong><\/span><span><strong>ngager<\/strong><\/span> Client (CEC)<\/strong><\/p>\n<p>When using cloudEngager, the focus is primarily on using Genesys Cloud via the business application, which uses the integration to handle typical scenarios such as answering calls, making and forwarding calls, setting user status, post-processing interactions, etc. To this end, cloudEngager provides the business application with the user context for API control.<\/p>\n<p>However, at least the initial login to Genesys Cloud must take place via Genesys itself. In typical cloudEngager use cases, advanced agent operations or the comprehensive supervisor functions in Genesys Cloud are also used.<\/p>\n<p>For this purpose, cloudEngager provides two application scenarios with different cloudEngager clients (CEC) at the agent front end:<\/p>\n<p><strong>Single Plugin Client (CEC-SC)<\/strong>In this variant, the Genesys Cloud Frontend is normally used in the browser (Chromium-based browser required) and establishes the connection to the cloudEngager server in conjunction with a browser plugin. The existing connection to the CES is signaled via a tray icon, which also provides access to comprehensive detailed information on the connection status.<\/p>\n<p><span><img decoding=\"async\" alt=\"cloudEngager Single Plugin Client (CEC-SC)\" data-id=\"11362\" width=\"91\" data-init-width=\"640\" height=\"97\" data-init-height=\"684\" title=\"cloudEngager_Client\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2024\/03\/cloudEngager_Client.webp\" data-width=\"91\" data-height=\"97\" style=\"aspect-ratio: auto 640 \/ 684;\"><\/span><\/p>\n<p style=\"\"><strong>Enhanced Client (CEC-EC)<\/strong>The Genesys Cloud front end is integrated into the CEC client in this variant, and no separate browser plug-in is required. The CEC-EC is based on the Microsoft Edge WebView2 technology integrated in Windows and also offers the following functional enhancements:<\/p>\n<ul>\n<li>Advanced notifications for incoming interactions (status bar)<\/li>\n<li>Custom ringtones &#8211; own individual ringtones for Genesys Cloud<\/li>\n<li>Compressed browser interface (no annoying buttons, tabs, etc.)<\/li>\n<li>Securing the Genesys session (no accidental closing of the browser and thus logout in the Genesys Cloud possible)<\/li>\n<li>Easy deployment and packaging incl. autostart<\/li>\n<li>Full integration into the Windows system update structure through the use of WebView2 technology<\/li>\n<li>Extended security restrictions through limitation to Genesys websites (white- and blacklisting)<\/li>\n<\/ul>\n<p><span><img decoding=\"async\" alt=\"cloudEngager - enhanced client (CEC-EC)\" data-id=\"11451\" width=\"95\" data-init-width=\"1191\" height=\"71\" data-init-height=\"893\" title=\"engager-desktop\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2024\/03\/engager-desktop.webp\" data-width=\"95\" data-height=\"71\" style=\"aspect-ratio: auto 1191 \/ 893;\"><\/span><\/p>\n<p style=\"\"><strong><span style=\"font-size: 20px !important;\">Comparison Matrix<\/span><\/strong><span style=\"font-size: 20px !important;\"><\/span>(Scenario Full Client runs parallel)<\/p>\n<p><span><img decoding=\"async\" alt=\"cloudEngager compaision matrix\" data-id=\"10769\" width=\"862\" data-init-width=\"1302\" height=\"385\" data-init-height=\"581\" title=\"cloudEngager_comparison-matrix\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2024\/02\/cloudEngager_comparison-matrix.webp\" style=\"aspect-ratio: auto 1302 \/ 581;\" data-width=\"862\" data-height=\"385\"><\/span><\/p>\n<p style=\"\"><strong>Requirements &amp; supported environments<\/strong><\/p>\n<p><span><img decoding=\"async\" alt=\"Browser Extension\" data-id=\"10762\" width=\"80\" data-init-width=\"171\" height=\"32\" data-init-height=\"68\" title=\"browser-extension\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2024\/02\/browser-extension.png\" data-width=\"80\" data-height=\"32\" style=\"aspect-ratio: auto 171 \/ 68;\"><\/span><\/p>\n<p style=\"text-align: left;\"><strong>Browser-Extension<\/strong><\/p>\n<p style=\"\">A monitoring extension that creates a link to Genesys at user level. Extension available for Google Chrome, Edge.<\/p>\n<p><span><img decoding=\"async\" alt=\"Logo cloudEngager\" data-id=\"10088\" width=\"117\" data-init-width=\"1920\" height=\"36\" data-init-height=\"599\" title=\"cloudEngager_Logo\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2023\/10\/cloudEngager_Logo.png\" data-width=\"117\" data-height=\"36\" style=\"aspect-ratio: auto 1920 \/ 599;\"><\/span><\/p>\n<p style=\"text-align: left;\"><strong>Client-Application<\/strong><\/p>\n<p style=\"\">Application for coupling to the browser extension and intermed6iary to Cloud Engager Server. Is provided as an installation package.<\/p>\n<p><span><img decoding=\"async\" alt=\"Logo cloudEngager\" data-id=\"10088\" width=\"117\" data-init-width=\"1920\" height=\"36\" data-init-height=\"599\" title=\"cloudEngager_Logo\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2023\/10\/cloudEngager_Logo.png\" data-width=\"117\" data-height=\"36\" style=\"aspect-ratio: auto 1920 \/ 599;\"><\/span><\/p>\n<p style=\"text-align: left;\"><strong>Main Component<\/strong><\/p>\n<p style=\"\">High-performance main component based on GoLang as an HA-capable Docker environment to provide the secure API gateway \/ proxy functionality for significantly simplified use of all Genesys APIs in the user context, system context and notifications.&nbsp;<\/p>\n<p><span><img decoding=\"async\" alt=\"Docker-Components\" data-id=\"10764\" width=\"117\" data-init-width=\"392\" height=\"40\" data-init-height=\"135\" title=\"docker-components\" loading=\"lazy\" src=\"https:\/\/deliberate.de\/wp-content\/uploads\/2024\/02\/docker-components.png\" data-width=\"117\" data-height=\"40\" style=\"aspect-ratio: auto 392 \/ 135;\"><\/span><\/p>\n<p style=\"text-align: left;\"><strong>Docker Components<\/strong><\/p>\n<p style=\"\">Docker components for the provision of distributed high-performance services and logging.<\/p>\n<p style=\"text-align: center;\">H<span style=\"\">ave we aroused your interest?<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Revolutionizing Genesys Cloud Integration for your existing Business Applications with our API Gateway and Proxy for Genesys Cloud Revolutionierende Genesys Cloud Integration f\u00fcr Ihre bestehenden Gesch\u00e4ftsanwendungen mit unserem API Gateway und Proxy f\u00fcr Genesys Cloud cloudEngager is an API gateway and proxy framework for the Genesys Cloud and enables the simple integration of Genesys Cloud [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":2690,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-10115","page","type-page","status-publish","hentry","post-wrapper","thrv_wrapper"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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