Provisioning

Provisioning EX Engage Connector Agent State Sync

EXAS requires an OAuth client with grant type Client Credentials created in the EX Org to connect to GC. The EX Integration role should be assigned the OAuth client.

To provision the Engage Contact Center for Agent Status Synchronization, the hybrid_integration transaction object has to be configured.

EXAS reads configuration information from the hybrid_integration transaction object. This transaction is created and managed in the Engage Configuration DB. EXCS stores the content of this transaction in Redis from where EXAS reads it when needed.

The Location option should be configured as:

• for the single-tenant Engage deployment, the transaction object should be created in the Transactions configuration unit in the Resources structure.
• for the multi-tenant Engage deployment, there must be a separate transaction object for each tenant. Each transaction should point at a dedicated EX Org. EX Orgs cannot be shared by multiple Engage tenants.

The Annex folder that contains the EXAS configuration should be configured as:

• Folder : agent_state_sync
• client_id:
  • Description: OAuth client ID
  • EX Org Parameter: Integrations / OAuth / <OAUTH_CLIENT_NAME> / Client Details / Client ID

client_secret Description: OAuth client secret EX Org Parameter: Integrations / OAuth / <OAUTH_CLIENT_NAME> / Client Details / Client Secret agent_polling_interval: Description: time (in seconds) to poll agent list from Redis for possible new or deleted agents to monitor This interval is also used to refresh Agent State Sync's cached hybrid_integration. Value: default 300 sec