EX Engage Connector Configuration Sync Service (EXCS)

EX Engage Connector Configuration Sync Service (EXCS)

Configuration Object Mapping Table

Resource Synchronization chapter of the Genesys Cloud EX Integration Guide provides a list of the configuration objects, which should be created in the EX Org to enable event and recording injection. Those configuration objects are listed in the column 'EX Org Object' in the table below. Column 'Engage Object' contains a configuration object of the Engage Contact Center, which is used to create a corresponding object in the EX Org.

EX Org Object	Engage Object
User	Persons
Skill	Skill
Language	Engage Contact Center doesn't have Language as a configuration object. Languages are assigned to Persons as Skills.
Queue	ACD Queue Routing Queue Virtual Queue Routing Point
Wrap-up Code	Business Attribute
Source	EXEC creates a new Source object in the EX Org. This data is not mapped.
Division	All EX Org Users mapped from Engage are assigned to Home Division
Secondary presence status definition	Not Supported

The Configuration Object Synchronization follows these rules:

• If a new object is created in Engage, corresponding object is created in the EX Org.
• If a mapped object is deleted in Engage, then EXCS behavior depends on the object type:
  • Source: this is a unique GC object created by EXEC (not mapped from Engage config). EXCS doesn't delete a Source in GC.
  • ACD queues and Queue members: corresponding EX Org object are deleted in near-real-time.
  • All other objects: EXCS doesn't delete corresponding objects in GC. GC Admin is expected to do it.
• If a mapped object is deleted in EX Org, then this object is re-created in the EX Org.
• If a mapped object is modified in Engage, then changes are applied to the corresponding EX Org object.
• If mapped parameters of a mapped object (e.g. a new skill is added to an agent) are modified in the EX Org, then they are changed in the EX Org to match the Engage configuration.
• If a new parameter not controlled by Engage is added to the EX Org object, then it is not changed by the EXCS.