- Torii integrates with Genesys and syncs the user's roles, status & licenses.
- You can always be updated with application information from our Integrations Page >> Integration Capabilities button >> Integration Capabilities table.
- Please note: Genesys offers two license procurement options: Named licenses, and Concurrent licenses. License count in Torii will be accurate only for Named licenses. Read more about this here.
Prerequisites
- Be a Genesys admin
-
Create an OAuth client,
at the end of this process you will receive a
Client ID and a Client Secret you will
need to copy both as you will need them when connecting
the integration.
-
Please make sure that the token duration is at
least 900 seconds
-
Choose a role permission that can get the users
and the organization data from the API
-
Please make sure that the token duration is at
least 900 seconds
To connect Genesys Cloud to Torii, follow the below steps:
- Go to the Integrations page and select the Genesys tile
-
Connect to Genesys
- In the Connect Genesys window, enter the Client ID, and Client Secret you copied when creating the OAuth client
- Select your Genesys Cloud Region
-
Click Connect
-
Once the integration is connected and synced, it
will display a green checkbox
Q&A
Q: Why is my license count inaccurate?
A:Genesys offers two license procurement options: Named licenses, and Concurrent licenses
- Named licenses are licenses assigned to a specific individual, who can use the license at any time. Only the assigned user can use this license.
- Concurrent licenses are a pool of licenses that any user can use, as long as the number of concurrent users is not greater than the number of purchased licenses.
Torii will accurately reflect license type and number if your organization uses Named licenses.
There is a limitation in the Genesys Cloud API - In the case your organization is using concurrent licenses, the licenses API endpoint returns a list of all users who used the concurrent license type in the given billing period. As such, Torii is not able to get an accurate count of concurrent licenses purchased, and any user who used a concurrent license. will show as having that license in Torii.
Q: How is the “Last used date” in Torii determined for Genesys users?
A:
Torii calculates the Last used date
based on the user fields returned from the Genesys Cloud
API.
For each user, we look at the dateLastLogin
and OAuthLastTokenIssued fields on the user
object, and set the Last used date in Torii to the
later (most recent) of these two values.