PureEngage - Agent Desktop - Integration and Customization · 7/30/2019 · Workspace Web Edition...

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

Agenda

Introducing Workspace Web Edition 9

Architecture in 9

Web Application Integration

Service Client API

Toolkit

Introducing Workspace Web Edition 9

Rick Phung, Senior Director Product ManagementUpdated June 11, 2019

Workspace Web Edition 9

Voice

Digital & Social

Open Media

Outbound

Altocloud Journey

Co-browse

Responses

Statistics

Contact & Interaction History

Supervision

Web Application Integration Framework

Web Application Integration Framework

Agent and media state control

Click to dial and email

Recording control

Invoke actions from 3rd party application

Build custom desktop in a few days with Workspace Toolkit

Architecture in 9


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

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

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

• 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

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

Architecture Pipelines

GWS WWE UI

GWS WWE API

…

ProductionIntegration StagingOn Code Push

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

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)

Workspace Web Edition 9 Demo

GWS Simulator

7777

WWE API WWE UI AuthUI Auth API

GWS Simulator &Worskpace Web Edition

Questions?

• 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


• 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


• 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


• 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)


• 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



[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



• 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


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


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


Sample of configuration:[interaction-workspace]interaction.web-content=MySectionWikipedia[MySectionWikipedia]label=Wikipediaurl=http://$AttachedData.lang$.wikipedia.orgmode=BACKGROUND

BACKGROUND mode at Interaction level


• 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

Questions?

Service Client API


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

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)

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)

Service Client API

• Support requests and events

• agent namespaceo geto getStateo getStateListo setState

• email namespaceo create

• media namespaceo getMediaListo setState

API(1/4)

Service Client API

• interaction namespaceo deleteUserDatao getByInteractionIdo getInteractionso selectCaseByCaseIdo setUserDatao markdoneo blockMarkdoneo unblockMarkdone

API (2/4)

Service Client API

• configuration namespaceo getOption

• system namespaceo getAllowedServiceso triggerActivityo closeToasto popupToasto updateToast

API (3/4)

Service Client API

• voice namespaceo answero dialo hangUpo holdo resumeo pauseCallRecordingo resumeCallRecordingo startCallRecordingo stopCallRecordingo isMicrophoneMuteo muteMicrophoneo unmuteMicrophoneo isSpeakerMuteo muteSpeakero unmuteSpeaker

API (4/4)

Web Application Integration & Service Client API Demo

GWS Simulator

7777


HTTP Server

8080

SCAPI SamplesToolkit Samples

GWS Simulator &Worskpace Web Edition

Questions?

Toolkit


Toolkit From WWE to Toolkit

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

• 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

• Toolkit integrates Authentication capabilities

• Options availableo Embeddedo Pop-upo IFrame

o Impact of OAuth2 on Toolkit based implementations• SSO• SAML

Toolkit Auth

CRMCustomer A file Customer B file

Toolkit Synch with CRMs

Toolkit How to inject

Demo

GWS Simulator

7777


HTTP Server

8080

SCAPI SamplesToolkit Samples

Toolkit Integrations GWS Simulator &Worskpace Web Edition

• 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

Questions?

Thanks

Rick Phung, Senior Director Product Management

Boris Nicolas, Senior Director Omnichannel Desktop


PureEngage - Agent Desktop - Integration and Customization · 7/30/2019 · Workspace Web Edition...

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Transcript of PureEngage - Agent Desktop - Integration and Customization · 7/30/2019 · Workspace Web Edition...