# Genesys Quality Management Suite 8.1.520 : Scheduling Genesys Synchronization

Genesys synchronization can be scheduled either in the Call Recording Web GUI, or at the command line as a cron job. The web-based interface is more accessible, but scheduling and running synchronization at the command line can be preferable for fine tuning during the implementation phase.

Before running Genesys synchronization for the first time, ensure that a valid license is uploaded to Quality Manager and Quality Manager has been logged into as `ccmanager` at least once, due to the PCI DSS requirement to change passwords on first access.

### Web-based Configuration

Navigate to: Settings > Configuration > ScoreCARD > Quality Manager Setup and scroll down to Scheduled Actions.

The Scheduler section of Genesys Quality Manager Configuration is used to configure when and how often the Genesys importer daemon is run. After initial installation, no scheduling is defined, so by default no import synchronization takes place without this section being updated.

To schedule the running of the Genesys Importer:

1. Select the Genesys User Import Scheduler option in the New Scheduled Action field and click New.
2. The following options display:
   - Start At: Start the mail delivery daemon at this time (`hh:mm` using 24 hour clock; for example: `23:00`).
   - Periodicity: run the mail daemon at these intervals: Every N Minutes: Interval in minutes before each action. If a value is set to 10, the action is performed every 10 minutes.
     Hourly: The action is performed every hour. Provide minutes in an hour as a start point. For example if a value is set to 45, the action will be performed every hour at 45 minutes.
     Weekly: The action is performed on the weekly basis. Day and time should be provided.
     Daily: The action is performed on daily basis. Time should be provided in the HH:MM format.
   - Default Language (Country Code): The country code indicating the language settings for import. This should match the language settings for the Genesys Customer Interaction Management Platform.
   - Source: Normally `GENESYS` (this should not be changed).
   - Quality Manager Authorized User Login, Password: A Quality Manager login user account and password for the importer. Create a dedicated importer user account in Quality Manager with administrative privileges.

### Assigning the agent Identification for Genesys Importer Using the "Agent property to match the AgentID in recorded calls" Field

Navigate to: Settings > Configuration > ScoreCARD > ScoreCARD Setup and scroll down to Scheduled Actions.

Each agent imported from Genesys Configuration Manager into Quality Manager has multiple identification fields that identify the agent and person within the Genesys configuration.

Each recorded call holds the AgentID field, as provided by Genesys TServer during recording. This AgentID field can match various agent person identifiers from the Configuration Manager depending on the setup. Which field or property the system uses to match recorded calls with the imported agents must be configured correctly .

Agent property to match the AgentID in recorded calls. Select between:

- Agent Login: This uses `[CfgAgentLogin.loginCode]` to identify the agent, this is the default value.
- User Name: This uses`[CfgPerson.userName]` to identify the agent.
- Employee ID: This uses`[CfgPerson.employeeID]` to identify the agent.

The selected property must match the value that gets saved as agent id in couples. This value is provided by TServer during the recording.There may be multiple Agent Logins associated with each person. Currently Quality Manager can only use one Agent Login per person.

### Configuration at the Command Line

The importer script can be set to run at pre-defined intervals (such as daily at midnight) using the Unix Cron scheduling tool. During Call Recording installation, a Call Recording cron job list is defined, so it is recommended that the Quality Manager Genesys Importer is added to this list, rather than configuring it elsewhere.
To add the Genesys Importer to the list of Call Recording cron jobs,root user permissions are required.

Edit the file at `/etc/cron.d/callrec` and add the following command as a single line (modifying the `wbscimporter` tool parameters as necessary):

    # Web Scorecard Genesys importer
    0 1 * * * root [ -x /opt/callrec/bin/wbscimporter ] && /opt/callrec/bin/wbscimporter -c localhost -C US -u ccmanager -p admin -t GENESYS

The above example schedules Quality Managerevery night at 01:00 (1:00 am) local time.

The wbscimporter tool parameters can be viewed using the `--help` option, as follows:

    # /opt/callrec/bin/wbscimporter --help
    usage: Ipcc/Genesys to Scorecard user importer -c,--configurationIP <arg> URL to configuration manager -C,--country <arg> default country that will be assigned to users US, CZ, RU ... -h,--help this help -l,--logger <arg> log4j properties -p,--password <arg> password of user -t,--targetdatabase <arg> Name of database in scorecard table database that will be associated with imported users for authorization. -u,--username <arg> username of user, under his rights import will be started

After running a synchronization operation, restart the Web Server in order to see any immediate changes within Quality Manager: `/opt/callrec/bin/rc.callrec_web restart`

## Integration Data Definition

Quality Manager synchronization only receives data from Genesys - it never writes or updates the Genesys Configuration Server XML in any way.

During synchronization, Genesys XML data is mapped to the Quality Manager database according to the following table:

Key in Genesys XML file | Table in Quality Manager | Column in Quality Manager
--- | --- | ---
CfgPerson/firstName | sc_users | Name
CfgPerson/lastName | sc_users | Surname
CfgPerson/userName | sc_users | Login
CfgAgentGroup/CfgGroup/managerDBIDs/DBID | sc_users | Role - Supervisor, or Agent
CfgAgentGroup/agentDBIDs/DBID | sc_users | User group belongs
CfgPerson/employeeID | sc_users | AgentId
CfgPerson/state | sc_users | Status
CfgAgentGroup/CfgGroup/name | ccgroups | ccgroupName

The Primary Key in the Quality Manager database is the column `ExternalId`.