I have a customer with on premise applications (for example a CRM thick client).
I would like to know if there is a way or method to inegrate this CRM with Genesys Cloud ?
I already found a way to retrieve data from database on a premise solution (see the link below) and I am looking for a way to integrate a thick client application with Genesys Cloud. Is it something possible with Genesys Cloud ? Do you have some clues or prerequisites?
We are currently working with Genesys engage on premise.
with our CRM (thick client) not expose on internet we are able to make click to call and screen po-up.
We planed to move to Genesys Cloud and we would like to have more or less the same behavior.
For click to call we are using a custom webservice on premise.
Finally, we have put a number of security features in place so that you might consider having your API be publicly facing for the purpose of data actions:
This is a developer forum, so if you have a specific question about usage of an API we can help out, but it seems like you may be looking more for a high level idea of how to meet your needs, which may be better served by talking to your sales person / PSO / the Genesys community for Genesys cloud:
In a thick client, you would typically use the auth code grant to authorize the user. The refresh token allows you to reauthorize periodically without prompting the user for credentials.
Once you have an auth token, use notifications to receive real-time conversation events for the user's queue to know about incoming conversations to trigger a screen pop.
Use POST /api/v2/conversations/calls when a click-to-call action is invoked within your app to place a call for the user. Note that they'll have to be logged in to a station either using the out of the box app or your app, whichever is the primary interface. If you're using WebRTC stations, take special note of step 2 under configuration here to allow third-party apps to place calls.