Genesys STCI for Stat Server pre-requisites

You must have a Genesys environment configured with the following characteristics to use the Genesys - STCI for Stat Server adapter:

  • An environment with a Configuration Server and Statistics Server.

  • An environment with agents configured for voice, chat, or email channel work.

  • An understanding of how to configure the Genesys environment. Refer to the relevant Genesys documentation for how to configure these components and agents.

  • The Genesys environment must be licensed to allow Platform SDK (PSDK) to be utilized:

    • For WFO releases 1130 and later, you need Genesys PSDK 9.0.x.

    • For WFO releases 1128 and earlier, you need Genesys PSDK 8.5.x.

  • The Platform SDK libraries are not shipped with Verint WFO, and are obtained directly from Genesys. They must be manually unzipped into the following location:

    <INTEGRATION_SERVER_INSTALL>/FusionExchange/libs/GenesysPSDK

    Unzipping the files to this location ensures that relevant dependencies are available within the Integration Server for the adapter to function.

  • One or more Agent Group(s) must be configured on the Genesys Configuration Server which contains the list of agents that the adapter monitors for state changes.

  • Ensure that the Not Ready Reason Codes are configured as follows:

  • Each code is configured with an "interaction-workspace" section which contains the "reason-extension-key" option set to the default of ReasonCode.

  • See https://docs.genesys.com/Documentation/IW/latest/Dep/NotReadyReasonCodes for more details

The adapter registers a statistic against the Genesys Stat Server for each agent it monitors. Ensure that the Stat Server is appropriately scaled to cope with this volume of agents, and requests. Consult the Genesys documentation for more details.

Secure connections pre-requisites

For TLS and MTLS:

  • You must provide your Verint contact with the trusted CA certificate that signed the server certificate.

  • Genesys Stat Server must be set up to use secure connections by adding the following transport parameters:

    • TLS: tls=1

    • MTLS: tls-manual=1, tls=1

For MTLS only:

    • You must provide your Verint contact the password for the client certificate.

    • Notify Verint if you have a Secure Gateway (SGW) certificate on your machine that you would like to use as your client certificate. Alternatively, you can provide your own client certificate and private key.

    Related topics 

    Workflow: Configuring the WFO system for Genesys - STCI for Stat Server