What is the best way to do data ingestion with genesys?

Hi @enrico.pugli12,

If there is indeed no connector or extractor available, you should use the Celonis Extractor Builder.

I have done a bit of research and Genesys has an API which allows you establish a connection.

For instance: The Voice API. Voice API (genesys.com)

I'm not sure which authentication they use, you might have to ask someone within your company.

I did see here they might use OAuth2 Authentication. How APIs work in Genesys Multicloud CX - Genesys Documentation

Before I continue, maybe you tell us (the celopeers community) what data you would like to extract, then we can figure out together how to configure your extractor! 😁

Hi @sverre.klein11 ,

I thank you very much for your kind reply and interest.

I am familiar with Extractor Builder as I have had the opportunity to use it.

I was asking here in the community to know if anyone has already had experience and point me in the direction of integrating Genesys data so that I don't waste time in configuring the custom extractor. Someone else's experience might facilitate my integration.😁

In my specific case I should extract all the process information recorded for a PBX (timestamps of start, of the various stages of the call, of the end, caller number, ...)

So taking the names from the link you shared with me, I would say "Agent state" and "Basic call control". I would also have to find the API that provides me with the IVR path.

The extraction needs to occur in delta frequently (about every 15 minutes) so I would need a date to provide at the extraction to verify the update.

Regards

I just started a new Analysis data set with GENESYS IVR call data as the data source. I had to opt to build the model manually. I don't know of any GENESYS integration. IF anyone setup or a consulting company is offering an extractor, someone share the info

Enrico,

What is the point in extracting genesys data every 15 minutes? Why do you need near-realtime data?

Hi @suresh.palak ,

Thank you for your reply.

I would like to know how you established the date connection with the system. Once I extract the data I know how to model it.

I extract data every 15 minutes from client systems to create a monitoring system that updates with new data in near real time. Now the Client is using another telephone center software and ask me if there is the possibility of replacing it with Genesys.