Configure Genesys Cloud to Publish CTI Events to EventBridge

To enable Verint to capture interactions, you must configure your Genesys Cloud account to publish CTI events to Amazon EventBridge in your AWS account. Genesys refers to this as the EventBridge integration.

For detailed instructions, see Configure the Amazon EventBridge integration in the Genesys Cloud Resource Center (link in Related Information below).

Before you begin 

• Workflow: Configure real-time capture from Genesys Cloud CX AudioHook

• Verify that you have an AWS account with permissions for creating and managing EventBridge and Kinesis Data Stream resources.

• Gather the following:

  • Your AWS credentials

  • Genesys Cloud admin access

Procedure 

1. In your Genesys Cloud account, enable the EventBridge integration feature.

2. Configure the EventBridge integration to send events to Amazon EventBridge in your AWS account.

3. Include the following events, which Verint requires:

   • v2.detail.events.conversation.{id}.user.start

   • v2.detail.events.conversation.{id}.user.end

   • v2.detail.events.conversation.{id}.customer.start

   • v2.detail.events.conversation.{id}.customer.end

   • v2.analytics.conversation.{id}.metrics

   • v2.detail.events.conversation.{id}.acw

   • v2.detail.events.conversation.{id}.voicemail.end

4. Optional. Add any additional events that you want to include.

What to do next 

Configure the Amazon EventBridge and Kinesis for Genesys Cloud event delivery

Related topics 

Workflow: Deliver Genesys Cloud events using Amazon EventBridge (method 2)

Related information 

Configure the Amazon EventBridge integration (Genesys Cloud Resource Center)