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genesys_icon.png Genesys Cloud Synchronization Options

System Configuration > Genesys Cloud > Configuration > Synchronization Options

This page lets you select the kinds of information synced to your Genesys Cloud organization.

Sync User Objects

This option is selected by default when you enable the Genesys Cloud Integration. User synchronization status appears on the Genesys Cloud page in the User Configuration dialog box. See Genesys Cloud Synchronization: Users.

The integration syncs the following CIC user information to your Genesys Cloud organization:

  • Display name (Defaults to user name if not supplied)
    User Configuration>Personal Info tab>General tab> Display Name

  • Email address (required)
    User Configuration>Personal Info tab>Internet tab>Business Email

  • Business phone and Business 2 phone (Work Phone and Work Phone 2 in Genesys Cloud

  • Mobile phone (Cell Phone in Genesys Cloud)

  • Home phone

  • Fax number (Other Phone in Genesys Cloud)

Sync Advanced Platform Objects

Note: This option is available only if you also select Sync User Objects.

Select this to sync workgroups, wrap-up codes, and skills to your Genesys Cloud organization. Synchronization is one way only. Additions, changes, and deletions made in PureConnect sync to the corresponding Genesys Cloud objects. However, additions, changes and deletions made to Genesys Cloud queues, skills, and wrap-up codes do not sync to PureConnect.

This option also enables agent presence syncing. This synchronization is also one-way only. PureConnect agent status syncs to your Genesys Cloud organization. For more information, see the Genesys Cloud for PureConnect Administrator's Guide.

Note: If your Genesys Cloud org is provisioned for the Workforce Engagement on PureConnect integration, then agent presence syncing syncs an agent’s presence, out of office, and routing status to Genesys Cloud. For other Genesys Cloud for PureConnect orgs, only an agent’s status is synchronized to Genesys Cloud.

Force Complete Sync

Click this to initiate a full synchronization of the selected objects. The synchronization occurs regardless of whether it is already up to date.

Workgroups

  • PureConnect workgroups sync to Genesys Cloud queues.

  • Adding or deleting a PureConnect workgroup, adds or deletes the matching Genesys Cloud queue.

  • Users belonging to PureConnect workgroups are assigned to the appropriate Genesys Cloud queues.

  • Adding or deleting users from PureConnect workgroups updates the matching Genesys Cloud users' list of queues.

  • Workgroup synchronization status appears on the Genesys Cloud page in the Workgroup Configuration dialog box. See Genesys Cloud Synchronization: Workgroups.

Skills

  • PureConnect skills sync to Genesys Cloud ACD skills.

  • Skills assigned directly to users or inherited from workgroup membership sync to the corresponding Genesys Cloud users.

  • The ACD Skills tab in the Genesys Cloud user's menu bar displays the skill assigned to the user in Interaction Administrator.

  • The PureConnect skill proficiency (1-100) maps to the Genesys Cloud rating (1-5 stars).

  • The PureConnect Treat as Language check box controls whether a skill's ACD Skills Category is Skills or Languages in Genesys Cloud.

  • After synchronization, selecting or clearing a skill's Treat as Language check box, also changes the skill's Category in Genesys Cloud.

  • Adding or removing a skill from a PureConnect user, adds or removes that skill from the matching Genesys Cloud person.

  • Deleting a PureConnect skill, deletes the matching Genesys Cloud skill.

  • You can view a Skill's synchronization status in the Genesys Cloud tab of the Skills window. See Configure Genesys Cloud skill synchronization.

Wrap-up Codes

  • PureConnect wrap-up codes sync to Genesys Cloud wrap-up codes.

  • Only PureConnect wrap-up code names are synced to Genesys Cloud. Genesys Cloud wrap-up codes do not have code labels, categories, or other PureConnect wrap-up code attributes.

  • Wrap-up codes associated with PureConnect workgroups sync to the matching Genesys Cloud queue.

  • Adding or deleting a PureConnect wrap-up code, adds or deletes the matching wrap-up code in Genesys Cloud.

  • Wrap-up code synchronization status appears on the Genesys Cloud page in the Wrap-up Codes Configuration window. See View Genesys Cloud synchronization.