Genesys Cloud Agent Availability Integration

The Genesys Cloud integration enables CallGrid to receive real-time agent availability updates from your Genesys Cloud contact center environment. This integration uses Genesys Cloud's Platform API to monitor queue member availability and route calls intelligently based on current agent presence and queue capacity.

Prerequisites

Before setting up this integration, ensure you have:

• An active Genesys Cloud account with administrative privileges
• Access to your Genesys Cloud Admin Console
• OAuth2 client credentials configured in Genesys Cloud
• Your specific Queue ID for the agents you want to monitor

Configuration Steps

Step 1: Configure OAuth2 Application in Genesys Cloud

1. Log into your Genesys Cloud Admin Console
2. Navigate to Integrations → OAuth → OAuth Clients
3. Click Create OAuth Client
4. Configure the client with appropriate permissions:
5. • Grant Type: Client Credentials
   • Roles: Assign roles with routing queue read permissions
5. Note the Client ID and Client Secret
6. Generate a Bearer token using the OAuth2 flow

Step 2: Identify Your Queue ID

1. In your Genesys Cloud Admin Console, navigate to Admin → Contact Center → Queues
2. Select the queue you want to monitor for agent availability
3. Note the Queue ID from the queue details page
4. This ID will be used to specify which queue to monitor

Step 3: Configure CallGrid Integration

Phase 1: Basic Template Setup

1. Navigate to your CallGrid destination settings
2. Click the Webhook tab
3. Enable Webhook Integration
4. Enable Template Mode
5. Select Genesys from the Agent Availability templates
6. Fill in the required fields:

Required Configuration Fields

Queue ID (Required)

• Enter your Genesys Cloud queue ID
• This identifies which queue to monitor for agent availability
• Example: 12345678-1234-1234-1234-123456789abc

Bearer Authentication Token (Required)

• Paste your Genesys Cloud OAuth2 Bearer token
• This token authenticates your requests to Genesys Cloud's Platform API
• Example: Bearer abc123def456ghi789jkl012mno345
• Note: Token is obtained via OAuth2 flow using your client credentials

7. Click Save Webhook to proceed to advanced configuration

Phase 2: Advanced Configuration (Optional)

After saving your basic template configuration, you'll be taken to the advanced configuration screen. The system automatically builds the webhook URL and authentication headers for you.

Request Configuration

URL Structure The webhook URL is automatically generated based on your configuration:

https://api.mypurecloud.com/api/v2/routing/queues/12345678/members?expand=presence&presence=Available&joined=true

HTTP Method

• Method: GET (automatically configured)
• Timeout: 10 seconds (default, adjustable)

URL Parameters The integration automatically includes these query parameters:

• expand=presence: Expands response to include agent presence information
• presence=Available: Filters for agents with Available presence status
• joined=true: Only includes agents who are joined to the queue

Authentication Headers

The system automatically configures the Authorization header:

• Key: Authorization
• Value: Bearer xxxxxxxxxx (your OAuth2 Bearer token)

Acceptance Parsing

The most important setting is the acceptance criteria, which determines when calls should be sent to this destination.

Parsing Type

• Parse Type: JSON (automatically configured)
• Parse Field: Configure which field from the API response to evaluate

Default Acceptance Criteria The system is pre-configured to check for available queue members using the total field:

• Field: total
• Condition: Greater Than
• Value: 0

This configuration accepts calls only when at least one agent is available in the queue.

Agent Availability Parsing

Response Field Options Configure which fields from the Genesys Cloud API response to use for agent availability:

• Property Path: Enter the JSON path to the availability data
• Common Fields:
• • total - Total number of available agents in the queue
  • entities - Array of agent objects with detailed information
  • pageCount - Number of pages in the response
  • pageSize - Number of entities per page

Testing Your Configuration

To test your integration:

1. Fill in your Queue ID and Bearer Authentication Token in the configuration boxes
2. Click Run Webhook button to test the connection
3. Verify the test passes and shows your current queue member data
4. Confirm the acceptance parsing works correctly with your agent threshold

The webhook test will connect to your Genesys Cloud system in real-time and show you whether calls would be accepted based on your current queue availability.

How It Works

Agent Status Monitoring

The integration monitors real-time agent status through Genesys Cloud's Routing API:

1. Real-time Polling: CallGrid checks queue member availability before routing each call
2. Presence Filtering: The system automatically filters for agents with "Available" presence status
3. Queue Membership: Only considers agents who are actively joined to the specified queue
4. Smart Routing: Calls are only sent when available agents meet your thresholds

API Response Structure

Genesys Cloud's Queue Members API returns availability data in the following format:

{

  "entities": [

    {

      "id": "agent-uuid-1",

      "name": "Agent Name",

      "user": {

        "id": "user-uuid-1",

        "name": "Agent Name",

        "presence": {

          "presenceDefinition": {

            "id": "available-presence-id",

            "systemPresence": "Available"

          }

        }

      },

      "joined": true

    }

  ],

  "pageSize": 25,

  "pageNumber": 1,

  "total": 5,

  "pageCount": 1

}

Advanced Configuration Examples

Example 1: Basic Available Agent Check

Acceptance Criteria:

• Field: total
• Condition: Greater Than
• Value: 0

This configuration accepts calls only when at least one agent is available in the queue.

Example 2: Multiple Agent Threshold

Acceptance Criteria:

• Field: total
• Condition: Greater Than
• Value: 2

This setup ensures calls are accepted only when at least 3 agents are available in the queue.

Example 3: High-Volume Staffing Requirements

Acceptance Criteria:

• Field: total
• Condition: Greater Than
• Value: 4

This configuration requires at least 5 available agents before accepting calls, ensuring adequate staffing for busy periods.

Example 4: Page-Based Validation

Acceptance Criteria:

• Field: pageCount
• Condition: Greater Than
• Value: 0

This configuration ensures the API response contains valid data before accepting calls.

Advanced Use Cases

Multi-Queue Monitoring

Configure multiple CallGrid destinations, each monitoring different Genesys Cloud queues for specialized routing based on skill groups or departments.

Presence-Based Routing

Leverage Genesys Cloud's rich presence system to route calls based on specific agent availability states and activities.

Skills-Based Distribution

Combine queue member availability with Genesys Cloud's skills-based routing for intelligent call distribution.

OAuth2 Token Management

Token Generation

Generate Bearer tokens using Genesys Cloud's OAuth2 Client Credentials flow:

curl -X POST "https://login.mypurecloud.com/oauth/token" \

  -H "Content-Type: application/x-www-form-urlencoded" \

  -d "grant_type=client_credentials&client_id=YOUR_CLIENT_ID&client_secret=YOUR_CLIENT_SECRET"

Token Refresh

• OAuth2 tokens have expiration times
• Implement token refresh logic in your application
• Monitor token validity and refresh before expiration

Troubleshooting

Common Issues

Authentication Failures

• Verify your OAuth2 Bearer token is current and valid
• Ensure the client credentials have proper permissions for queue access
• Check that your Genesys Cloud organization is accessible

Invalid Queue ID

• Confirm your Queue ID exists in your Genesys Cloud system
• Verify the Queue ID format matches Genesys Cloud's UUID format
• Check that the queue is active and properly configured

No Agent Data Returned

• Ensure agents are logged into your Genesys Cloud system
• Verify agents are joined to the specified queue
• Check that agents have "Available" presence status

Permission Errors

• Verify your OAuth2 client has routing queue read permissions
• Check that the assigned roles include necessary API access
• Ensure the client is properly configured in Genesys Cloud

T

esting the Integration

Manual API Test:

curl -H "Authorization: Bearer your_bearer_token_here" \

"https://api.mypurecloud.com/api/v2/routing/queues/your_queue_id/members?expand=presence&presence=Available&joined=true"

Template Configuration Test:

1. After entering Queue ID and Bearer token, click Save Webhook
2. Review the auto-generated URL and authentication headers

Advanced Configuration Test:

1. In the advanced configuration screen, click Run Webhook
2. Verify the API response contains expected queue member data
3. Test different field paths and acceptance criteria

Live Integration Test:

1. Monitor CallGrid logs for successful API calls
2. Verify queue member data is being parsed correctly
3. Test call routing based on availability conditions

Rate Limits and Considerations

• API Rate Limit: Monitor usage to stay within Genesys Cloud's rate limits
• Response Time: Typically under 500ms for queue member checks
• Data Freshness: Real-time agent presence updates
• Token Management: Implement proper OAuth2 token refresh procedures

Support and Additional Resources

Genesys Cloud Documentation

• Genesys Cloud Developer Center
• Platform API Documentation
• OAuth2 Authentication Guide
• Routing API Reference

CallGrid Support

If you need assistance with this integration:

1. Check the CallGrid logs for error messages
2. Verify all configuration parameters
3. Test API connectivity using provided curl commands
4. Contact CallGrid support with integration details