pureengage - agent desktop - integration and customization · 7/30/2019 · workspace web edition...
TRANSCRIPT
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PureEngage Agent Desktop - Integration and Customization
Xperience19
Rick Phung, Senior Director Product Management
Boris Nicolas, Senior Director Omnichannel Desktop
Stéphane Blécon, Director DevelopmentUpdated June 11, 2019
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Agenda
Introducing Workspace Web Edition 9
Architecture in 9
Web Application Integration
Service Client API
Toolkit
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Introducing Workspace Web Edition 9
Rick Phung, Senior Director Product ManagementUpdated June 11, 2019
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Workspace Web Edition 9
Voice
Digital & Social
Open Media
Outbound
Altocloud Journey
Co-browse
Responses
Statistics
Contact & Interaction History
Supervision
Web Application Integration Framework
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Web Application Integration Framework
Agent and media state control
Click to dial and email
Recording control
Invoke actions from 3rd party application
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Build custom desktop in a few days with Workspace Toolkit
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Architecture in 9
Stéphane Blécon, Director DevelopmentUpdated June 11, 2019
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Architecture New Architecture based on Microservices
WWE UI WWE API GWS Auth
GWS Voice API
GWS Conf API
SIP Server Conf ServerStat Server
GWS 9 Shared
Tenant
Redis
Auth UI
GWS Stat API
GWS env API
PostgreSQL
GWS Settings API
PostgreSQL
…
…
Consul
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Architecture Modular architecture
index.html
wwe-main
wwe-altocloud
wwe-voicemail
wwe-voice
wwe-team-lead
wwe-standard-responsewwe-reporting
wwe-outbound-push-preview
wwe-outbound
wwe-open-mediawwe-my-agents
wwe-iw-sip-endpoint wwe-interactions-management
wwe-history-voice
wwe-generic-chat
wwe-extension-api
wwe-email
wwe-contact
wwe-co-browse
wwe-chat
wwe-login
wwe-my-agents
wwe-history-chat wwe-history-email
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Architecture
• Refresho Backbone 1.3.5o Comet 3.1.8o Jquery 3.2.1o Datatable 1.10.12o JSTree 3.2.1
• Newo Vue 2.5.16o Text-loader 1.0.1o Babel Polyfil 6.26.0o Webpack 4.5.0 replacing RequireJS
Main third parties
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• 0: Softphone auto-start
• 1: Authenticate and Get Configuration
• 2: Configure and Activate
• 3: SIP Register
• 4: Start the Session
Architecture HTTPS connector (Softphone)
SessionAuthentication
GWS
WWE0
4
2
1 3
SBC
Genesys Softphone
SIP Server
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Architecturehttps://gwa-use1.genesyscloud.com/ui/wwe/index.html?site-1=gwa-usw1.genesyscloud.com
Disaster Recovery(Cloud only)
APIUI
GWS
Region use1
APIUI
GWS
Region usw1
• Triggerred ono Logino CometD disconnectiono Voice disconnection
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Architecture Pipelines
GWS WWE UI
GWS WWE API
…
ProductionIntegration StagingOn Code Push
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Architecture
• Authenticationo OAuth2
• Service Client API options limited to Cluster Application level
• XSS detectiono Script to indentify issue on Buildo Chekmarx based on daily report
• Sonar
• Blackduck
• ZA-Proxy
Security
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Architecture Requirements for Client Workstations
Supported Browsers• Chrome 54+• Edge• FireFox 45+• Internet Explorer 11
Client Workstation Requirements:• 2 x 2.8 GHz• 2 GB memory(4GB
recommended)
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Workspace Web Edition 9 Demo
GWS Simulator
7777
WWE API WWE UI AuthUI Auth API
GWS Simulator &Worskpace Web Edition
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Questions?
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Web Application Integration
Stéphane Blécon, Director DevelopmentUpdated June 11, 2019
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• Integration Based in Iframe or popup window
• Supported Field Codes for the URL: o Agent.Fullname o Agent.UserName o Agent.LastName o Agent.FirstName o Agent.EmployeeId o AttachedData.Y(*)
(*) Interaction Level only
• 3 areas:o Interactiono Navigation Baro Side Bar
• Based on Options:o interaction.web-content (support of overriding by
strategy)o views.NavigationBarRegion.*.ordero views.SideBarRegion.ordero workspace.web-content(for HIDDEN mode)
• Related Section Options:o labelo urlo Mode:INTERNAL/BACKGROUND/EXTERNAL/HIDDEN
Web Application Integration Configuration
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Web Application Integration
• Option in Web Application sectiono attached-data-update-handle-mode• Default value: 0• Possible values:
o 0: when an external website is configured with an attached data, and this attached data is updated or deleted, the external web site is not updated
o 1 : when an external website is configured with an attached data, and:• this attached data is updated, the external web site is updated with the new URL.• this attached data is deleted, the external web site is not updated.
o 2 : when an external website is configured with an attached data, and:• this attached data is updated, the external web site is updated with the new URL.• this attached data is deleted, the external web site disappears.
Refresh on attached data change
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Web Application Integration
• New options in Web Application sectiono allow• Default value:• Possible values: GEOLOCATION, MICROPHONE, CAMERA, MIDI, and ENCRYPTED-MEDIA
o sandbox• Default value: ALLOW-SCRIPTS,ALLOW-FORMS,ALLOW-POPUPS,ALLOW-SAME-ORIGIN• Possible values: ALLOW-SCRIPTS, ALLOW-FORMS, ALLOW-SAME-ORIGIN, ALLOW-POPUPS, ALLOW-
PRESENTATION, and ALLOW-POINTER-LOCK
• New optiono security.web-content.sandbox-rights.default-authorizations
Security attributes support for Iframe
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Web Application Integration
• Provisioning optionso views.NavigationBarRegion.activate-ordero views.NavigationBarRegion.ordero views.NavigationBarRegion.ConnectRegion.activate-ordero views.NavigationBarRegion.ConnectRegion.ordero views.NavigationBarRegion.<custom-region>.activate-ordero views.NavigationBarRegion.<custom-region>.order
iFrame for embedding web application in navigation bar (1/3)
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Web Application Integration
• Support of INTERNAL and BACKGROUND modesSample of provisioning[interaction-workspace]views.NavigationBarRegion.ConnectRegion.activate-order=MyChannelsView,MyCampaignsView,service-client-apiviews.NavigationBarRegion.ConnectRegion.order=service-client-api,MyChannelsView,MyCampaignsViewviews.NavigationBarRegion.MonitoringRegion.activate-order=CustomMyStatReportView,CustomCcReportViewviews.NavigationBarRegion.MonitoringRegion.order=CustomMyStatReportView,CustomCcReportViewviews.NavigationBarRegion.activate-order=ConnectRegion,customRegion1,MonitoringRegion,customRegion2views.NavigationBarRegion.order=ConnectRegion,customRegion1,MonitoringRegion,customRegion2views.NavigationBarRegion.customRegion1.order=bing,airlinesviews.NavigationBarRegion.customRegion1.activate-order=airlines,bingviews.NavigationBarRegion.customRegion2.order=crmviews.NavigationBarRegion.customRegion2.activate-order=crm
iFrame for embedding web application in navigation bar (2/3)
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Web Application Integration
[service-client-api]url=http://wwe.genesys.com/sample/service-client-api/sample.htmllabel=SCAPI[bing]url=https://www.bing.comlabel=Bing[airlines]url=http://wwe.genesys.com/sample/genesys-airlines/index.htmllabel=Airlines[crm]url=http://wwe.genesys.com/sample/crm/contacts.htmllabel=CRMmode=BACKGROUND[customRegion1]tooltip=Bing and Airlineslabel=Tools[customRegion2]tooltip=The CRMlabel=CRM
iFrame for embedding web application in navigation bar (3/3)
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Web Application Integration
• Provisioningo workspace.web-content
Any Web Application to be exposed in EXTERNAL mode(excepted for the Side Bar) should be specified in workspace.web-content.
Web Application defined in INTERNAL mode and specifified in workspace.web-content is displayed automatically in the region Connect from the Navigation Bar
EXTERNAL mode at Workspace level
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Web Application Integration
Support of INTERNAL, EXTERNAL and HIDDEN modes
Sample of provisioning[interaction-workspace]views.SideBarRegion.order=ready,TeamCommunicatorView,NotificationsView,searchengineland,google[ready]url=http://wwe.genesys.com/sample/ready/ready.htmllabel=Readyicon=http://wwe.genesys.com/sample/ready/icon.pngmode=HIDDEN[searchengineland]url=http://wwe.genesys.com/sample/searchengineland/index.htmlabel=Search Engine Landicon=http://wwe.genesys.com/sample/logo/searchengineland.png[google]url=https://google.com/label=Googleicon=http://wwe.genesys.com/sample/logo/google.pngmode=EXTERNAL
Side Bar level
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Web Application Integration
Sample of configuration:[interaction-workspace]interaction.web-content=MySectionInteraction[MySectionInteraction]label=Informationurl=http://www.bing.com/search?q=$AttachedData.FirstName$ $AttachedData.LastName$
INTERNAL mode at Interaction level
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Web Application Integration
Sample of configuration:[interaction-workspace]interaction.web-content=MySectionWikipedia[MySectionWikipedia]label=Wikipediaurl=http://$AttachedData.lang$.wikipedia.orgmode=BACKGROUND
BACKGROUND mode at Interaction level
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Web Application Integration
• Applicable at Interaction & Workspace levels
• Mode when security constraint
• Warning if the user doesn't authorize to open popup for the domain
• Displayed on another tab or popup. Depending browser settings
EXTERNAL mode
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Questions?
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Service Client API
Stéphane Blécon, Director DevelopmentUpdated June 11, 2019
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Service Client API
• High Level API based on Post Message mechanism resolving CORS
• Basic Services for integrated Web site
• Easy Integration
• Message based
• JS lib
GWS
Workspace Web Edition
Web Application
API
window.PostMessage
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Service Client API
• Control Origin and servicesExample:
service-client-api.accepted-web-content-origins=http://my-web-server0, http://my-web-server1 (*), http://my-web- server2 (agent.*, voice.dial), http://my-web-server3 (agent.*, interaction.*)
• Define rate limito Global
service-client-api.rate-limit o Or per service
service-client-api.rate-limit.<service-name>Example
service-client-api.rate-limit=0service-client-api.rate-limit.voice.dial=4service-client-api.rate-limit.email.create=2
Security(1/2)
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Service Client API
• Attached Data AccessExample:
service-client-api.user-data.write-allowed=Key1,Key3service-client-api.user-data.read-allowed=Key1,Key2,Key3
• Options AccessExample:
service-client-api.option.read-allowed-web-content-origin=https://my-web-server0,http://my-web-server1(*),http://my-web-server2(voice.*,APISampleBackup/test.*,APISampleBackup/test2.*,sipendpoint.*)
• service-client-api.* options Only set at Cluster level
Security(2/2)
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Service Client API
• Support requests and events
• agent namespaceo geto getStateo getStateListo setState
• email namespaceo create
• media namespaceo getMediaListo setState
API(1/4)
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Service Client API
• interaction namespaceo deleteUserDatao getByInteractionIdo getInteractionso selectCaseByCaseIdo setUserDatao markdoneo blockMarkdoneo unblockMarkdone
API (2/4)
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Service Client API
• configuration namespaceo getOption
• system namespaceo getAllowedServiceso triggerActivityo closeToasto popupToasto updateToast
API (3/4)
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Service Client API
• voice namespaceo answero dialo hangUpo holdo resumeo pauseCallRecordingo resumeCallRecordingo startCallRecordingo stopCallRecordingo isMicrophoneMuteo muteMicrophoneo unmuteMicrophoneo isSpeakerMuteo muteSpeakero unmuteSpeaker
API (4/4)
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Web Application Integration & Service Client API Demo
GWS Simulator
7777
WWE API WWE UI AuthUI Auth API
HTTP Server
8080
SCAPI SamplesToolkit Samples
GWS Simulator &Worskpace Web Edition
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Questions?
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Toolkit
Stéphane Blécon, Director DevelopmentUpdated June 11, 2019
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Toolkit From WWE to Toolkit
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Toolkit From WWE to Toolkit
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agent viewManager
AgentStateView
BaseView
CommunicatorView
InteractionBarView
LoginView
MyChannelsView
ToasterView
Auth
ChainOfCommandcommandManager
InteractioninteractionManager
Media MediaState
optionManagersystemEvent
Chain of Commands ...Chain of Commands ...Chain of Commands ...
InteractionInteractionPartyPartyParty
ContactCenterStatisticsView
PerformanceTrackerViiew
Toolkit Architecture
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• Leverage UI/UX work done for WWE
• Leverage client side logic. Ex:o Dial logico Softphone integrationo Screen Recording
• Settings processing. Can provision your app as WWE, and see UI reacts to it
• Privileges
• Inherit support for Chain of command
• Get new features transparently
• Inherit OAuth support
Toolkit From WWE to Toolkit
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• Toolkit integrates Authentication capabilities
• Options availableo Embeddedo Pop-upo IFrame
o Impact of OAuth2 on Toolkit based implementations• SSO• SAML
Toolkit Auth
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CRMCustomer A file Customer B file
Toolkit Synch with CRMs
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Toolkit How to inject
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Demo
GWS Simulator
7777
WWE API WWE UI AuthUI Auth API
HTTP Server
8080
SCAPI SamplesToolkit Samples
Toolkit Integrations GWS Simulator &Worskpace Web Edition
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• Build your custom desktop based on the Toolkit
• Web Application integration & usage of SCAPI
• Pre-requisiteso Node 8.11.2o Studio Code
See you tomorrow;-)
Toolkit Hands-on
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Questions?
![Page 52: PureEngage - Agent Desktop - Integration and Customization · 7/30/2019 · Workspace Web Edition 9 Demo GWS Simulator 7777 WWE API WWE UI Auth UI Auth API GWS Simulator & Worskpace](https://reader030.vdocuments.us/reader030/viewer/2022040619/5f2ccba68bcece2bb02bcbbc/html5/thumbnails/52.jpg)
Thanks
Rick Phung, Senior Director Product Management
Boris Nicolas, Senior Director Omnichannel Desktop
Stéphane Blécon, Director DevelopmentUpdated June 11, 2019