Genesys PureCloud
How it works
- Capacity integrates directly to the Genesys PureCloud API's
- A call log is accessed to determine calls to process within a specified date range
- Capacity downloads the associated audio of the call, attaching the information gathered from the above call log
This article shows you how to use PureCloud Contact Center Software to integrate with Capacity and import your call audio and metadata.
Before You Begin
Before you can integrate PureCloud with Capacity to import your call audio and metadata, you'll need:
- A PureCloud account with Administrator privileges
Configure Credentials
Within your PureCloud account, you will need to generate the following:
- Client ID
- Client Secret
Configure your Client ID with the following permissions:
| Permission | Scope | Description |
|---|---|---|
| analytics > conversationDetail > View | analytics:readonly | Query aggregate conversation data and view conversation details |
| authorization > grant > Add | authorization | Create, edit and delete roles and divisions |
| authorization > grant > View | ||
| authorization > division > View | ||
| authorization > role > View | ||
| OAuth > Client > Add | oauth | Create, edit, authorize and delete OAuth clients |
| OAuth > Client > Delete | ||
| OAuth > Client > Edit | ||
| OAuth > Client > View | ||
| Recording > Recording > View | recordings:readonly | View recordings |
| Routing > Queue > View | routing:readonly | View queues, languages, skills, email domains, and SMS phone numbers |
For more information on scopes, please refer to Genesys API documentation
What to Share with Capacity
Once you have configured the appropriate credentials including all scopes required for the integration, Please share the following information with Capacity:
- Client ID
- Client Secret
- Genesys PureCloud Region (if you are unsure on your region, please refer to Genesys Core regions)
Always share credentials securely, never send as plain text in an email