About Web Services and Applications

Overview

Web Services and Applications is a set of REST APIs and user interfaces that provide a web-based client interface to access Genesys services. The Web Services and Applications package for On-Premises contains a variety of microservices that you can implement in your contact center. The following UIs are currently offered:

• Workspace Web Edition
• Gplus Adapter for Salesforce
• Authentication

Rest API

REST APIs are a collection of web APIs offered that send and receive data over HTTP in JavaScript Object Notation (JSON). You can use these APIs to create your own custom applications that integrate with Genesys. You can find the documentation on https://developer.genesyscloud.com.

Supported APIs:

• Workspace API
• Statistics API

Important

• Web Service and Applications is being released to pre-approved customers as part of the Early Adopter Program. This means that both the product and the documentation are still under development. As a result, documentation sections might require revision as the product develops. We advise that you use this documentation with care. Before you make changes that could affect the success of your deployment, verify them with your Genesys representatives.
• Genesys does not deploy and operate databases in On-Premises deployments. It is always the responsibility of the end user. In a production deployment, data store components (PostgreSQL, Redis, Elasticsearch) must be deployed outside of the Kubernetes cluster and managed by the end user's DBA team. The end user's DBA team will also be responsible for ensuring that these data store components are configured with the appropriate scalability, resiliency and data protection (backups, and so on).

Warning

• Only a Helm v3 deployment method is supported.
• High Availability (HA) is provided through N+1 architecture.
• Disaster Recovery (DR) – Contact your Genesys representative and the Architecture team for guidance about recommended DR designs.

Workspace Web Edition

Workspace Web Edition is an HTML 5 thin-client application that provides agents and knowledge workers with non-intrusive access to the information, processes, and applications that they need to perform their jobs more efficiently and to ensure increased customer satisfaction.

• Related documentation: Web Services and Applications Configuration Guide and Workspace Web Edition Developer's Guide and API Reference.

Gplus Adapter for Salesforce

Gplus Adapter for Salesforce is an integrated solution that enables users to handle contact center interactions seamlessly within Salesforce.

• Related documentation: Gplus Adapter for Salesforce section in this guide, Web Services and Applications Configuration Guide, and Gplus Adapter User Guide/Help

Authentication

Genesys makes logging in across the Genesys Engage applications easy. Once you have logged in to one of the applications, you will be automatically logged in to all your other applications without entering your credentials.

If you close all the browser tabs without logging out of the applications, you will remain logged in for five minutes. If a second window or browser is opened after five minutes, to either the same application or any other Genesys Engage application, you will once again be prompted for your credentials.

Authenticating is a two-step process in most applications. After launching the application in a browser, the Authentication (login) panel is displayed.

First, enter your username. If your contact center does not use email address formatted usernames, click Tenant to reveal the Tenant field. You will be informed by your administrator what to enter in the Tenant field. Leave this field blank unless instructed otherwise by your administrator. Click Next.

Second, enter your password. Click Sign in to authenticate.

Some applications have additional steps. For example, in Workspace Web Edition Agent Desktop, you might have an additional step to enter your Place.