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FAQs: Integrations

How can I obtain the IP address range that accesses the encryption keys stored in my LKM service?

To obtain the IP address range that Genesys Cloud uses to access the encryption keys stored in your Local Key Management (LKM) service, you can make a request to the following Genesys Cloud Public API endpoint: Get public IP address ranges for Genesys Cloud.

You can improve the security posture in your LKM service by setting up an allowlist based on the IP addresses obtained as an API access criteria.

The request returns a list of IP ranges for various services. To set up an allowlist for LKM service, use the IP range that is marked as “encryption”.

{
  "entities": [
    {
      "cidr": "52.40.250.127/32",
      "service": "imap",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "52.40.250.127/32",
      "service": "encryption",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "52.24.229.164/32",
      "service": "encryption",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "44.253.232.232/32",
      "service": "data-actions",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "44.253.232.232/32",
      "service": "smtp",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "44.253.232.232/32",
      "service": "imap",
      "region": "us-west-2",
      "direction": "outbound"
    },
    ...
  ]
}

How can I troubleshoot the Digital Bot Connector server?

To troubleshoot your Digital Bot Connector integrations, try these resources prior to contacting customer support:

How can I troubleshoot the Transcription Connector server?

To troubleshoot your Transcription Connector integrations, try these resources prior to contacting customer support:

How can I troubleshoot the Audio Connector server?

To troubleshoot your Audio Connector integrations, try these resources prior to contacting customer support:

How can I troubleshoot the Audiohook Monitor server?

To troubleshoot your Audiohook Monitor integrations, try these resources prior to contacting customer support:

How can I collect logs for Genesys Cloud for Microsoft Teams integration?

To collect logs for troubleshooting the Genesys Cloud for Microsoft Teams integration:

  1. Open the embedded Genesys Cloud app in Microsoft Teams.
  2. Press Ctrl+Alt+Shift+1 simultaneously in the client window. This action triggers log collection.
  3. The logs are automatically saved to your computer’s Downloads folder.
  4. Zip the log files.
  5. Send the zipped logs to Genesys Customer Care for further analysis.

For more information, see About Genesys Cloud for Microsoft Teams.

Is open messaging supported for identity resolution?

Yes, Genesys Cloud supports open messaging for identity resolution. For open messaging interactions, Genesys Cloud uses the opaque ID provided through the open messaging integration. If the opaque ID is not available, Genesys Cloud uses the phone number or email address, if supplied. The opaque ID is stored as an external ID. If either the opaque ID, the email address, or the phone number search results in a single match, Genesys Cloud auto-links the contact. For more information about configuring identity resolution for open messaging, see the Developer Center.

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How can I pass output data from the third-party bot to the Architect flow when using the Call Audio Connector action?

You can define output variables in the Call Audio Connector action under Session Variables – Outputs. When your third-party bot successfully completes the bot session (see the Disconnect event in AudioHook Protocol Specification), Architect assigns the key/value pairs that your Audio Connector integration returns to the output variables that you have defined in the action. Consider the following example:
Click the image to enlarge.
In the success path of the Call Audio Connector action ,Flow.CallerName and Flow.CallerCompany will respectively have the output values that the Audio Connector integration returns for the name and company keys.

Do data actions request a new Authentication token for every request?

Note: This article applies to the Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk data actions integrations.

No. Data actions maintain a cache of a finite set of authentication tokens. These tokens are reused for subsequent requests until the cached token expires or the request using the cached token fails. Then, the token is replaced and the original request is retried with the newly acquired token.

For more information about the integrations, see About the data actions integrations.

Genesys Bot Connector incurs BYOT charges to use. Will its API usage also be subject to the Genesys Cloud fair use policy?

No, while you use Genesys Bot Connector, you only incur BYOT charges. Genesys does not add additional fair use allocation charges.