Genesys Cloud CTI
Enhance your IT support operations with call management using Freshservice Genesys integration
Published by konnectify(about 11 days ago)
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The Freshservice + Genesys Cloud CTI integration is designed to bridge the capabilities of Genesys' robust calling functionality with Freshservice's enterprise-grade service management. With this integration, agents can effortlessly deliver outstanding service with automatic call updates, easy access to comprehensive call history, and the ability to associate new or existing tickets with individual calls.
With the Freshservice and Genesys integration, agents can:
Manage both inbound and outbound calls with extensive call capabilities directly within the Freshservice dashboard
Create new tickets or update existing tickets based on the context associated with individual conversations
Get easy access to comprehensive call histories associated with every contact to deliver personalized and informed support during every call
Learn more: https://support.freshservice.com/en/support/solutions/articles/50000009956-freshservice-integration-with-genesys-cloud-cti
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Here is a quick step-by-step guide to install Freshserivce CTI integration in your Freshservice instance:
Pre-requisite: The CTI Framework app must be installed from the Freshservice Apps marketplace and configured to enable Genesys CTI integration with Freshservice.
CTI Framework App Install:
1. Log into Freshservice, go to Admin > Apps
2. Search and open the CTI framework App, click on Install
3. Turn ON the Enable Softphone Iframe toggle
4. Enter the following Iframe URL : https://dev.dmzof0so15dtx.amplifyapp.com?{{agent_id}}
5. Set the height to 600 px and the width to 420 px
6. Click on update to install.
Genesys Cloud CTI:
Once you finish installing the CTI framework app, please follow the steps detailed below:
1. Click on the cloud CTI icon from the side menu bar. This will appear below the settings icon.
2. Once you click on the icon, the Genesys Cloud CTI widget will appear
3. Enter your domain URL and Admin API key to connect and authenticate your Genesys account. Note: To locate the Admin API key, click on the profile icon in the top-right corner of your Freshservice account and go to profile settings.
4. Select the Genesys cloud region based on your account’s Genesys cloud region.
5. Enter your Genesys login credentials to start using the app.
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