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Installing the ServiceJourney Connector for Genesys Cloud

The Eccentex ServiceJourney Connector in the Genesys AppFoundry is a Premium App that helps connect your Genesys Cloud CX org to your AppBase ServiceJourney solution.

Step 1: Ensure you have access to your ServiceJourney application

It's convenient to put some of these key values into a text editor so you can refer to them throughout the installation process.

  1. Log in to your ServiceJourney environment
  2. On the top right, navigate to 
     → ServiceJourney
  3. Locate the URL at the top of the browser

  4. Copy the SJ_SERVER_ADDRESS and DOMAIN_CODE into a text editor for future use

Step 2: Ensure you have admin access to your Genesys Cloud environment

It's convenient to put some of these key values into a text editor so you can refer to them throughout the installation process.

  1. Log in to your Genesys Cloud CX environment
  2. Click on Admin
  3. Locate the URL at the top of the browser. You can also find this information in this Genesys article.

  4. Copy the GENESYS_CLOUD_ADDRESS into a text editor for future use

Step 3: Add additional fields to the user schema in ServiceJourney

Genesys Cloud and ServiceJourney each have their own user management systems. ServiceJourney will try to automatically match the users using an email address, but sometimes it's helpful to explicitly set the mapping. We won't be using these fields for normal operation, but you should add them anyways in case you will need this in the future. 

  1. Log in to your ServiceJourney solution
  2. On the top right, navigate to 
    cog
     → System Setup Home
  3. Navigate to User Management → User Schema
  4. Click the 
    Add button and add each of the items below individually:
    • Field Name: PureCloud_UserId, Type: Varchar
    • Field Name: PureEngage_UserId, Type: Varchar
    • Field Name: PureCloud_Id, Type: Varchar
    • Field Name: PureConnect_UserId, Type: Varchar
  5. Validate that your user schema looks something like below:

Step 4: Create a system user in your ServiceJourney application

You will need to have a dedicated system user in ServiceJourney that Genesys Cloud will use for background tasks.

  1. Create a user manually with an easily identifiable username like "genesys_cloud_sysuser"
  2. Assign the following roles to that user:
    • System: Allow My Workspace (System, Configuration)
    • Solution Access (SJ_PROD)
  3. Copy the SJ_INTEGRATION_USERNAME and SJ_INTEGRATION_PASSWORD  into a text editor for future use:

Step 5: Install the Premium App in Genesys Cloud

The first step is to install the Eccentex ServiceJourney Connector into your Genesys Cloud CX org.

  1. Log in to your Genesys Cloud CX org as an administrator
  2. Click Admin in the top toolbar
  3. Click on the Integrations hyperlink in the Integrations section
  4. Click on the
    Integrations button on the top right
  5. Find the Eccentex ServiceJourney integration and click Install

  6. In the Permissions panel, ensure the integrationServer role is added to this integration. If not, add it.
  7. Click the Configuration tab

  8. In the Application URL field, type the URL of your ServiceJourney environment. The Application URL uses the following format:
    @SJ_SERVER_ADDRESS@/dcm-connect-docs/wizard/index.html?langTag={{pcLangTag}}&environment={{pcEnvironment}}

    Do the following:

    • Keep the {{pcLangTag}} and {{pcEnvironment}} tags as-is


  9. Click the Save button
  10. Go back to the Details tab and set the integration to Active

Step 6: Create a new "Token Implicit Grant (Browser)" OAuth client in Genesys Cloud

This OAuth client will enable ServiceJourney to receive a user-specific token allowing it to make requests to the Genesys Cloud Platform API.

  1. In Genesys Cloud, navigate to Admin → Integration → OAuth
  2. Click on the
    Add Client button
  3. Set the App Name field to something recognizable like "ServiceJourney Implicit Grant"
  4. Set the Grant Type option to Token Implicit Grant (Browser)

  5. Fill out the Authorized redirect URIs field with the following values. 

    @SJ_SERVER_ADDRESS@/dcm-connect-docs/index.html
@SJ_SERVER_ADDRESS@/dcm-connect-docs/supervisor.html
@SJ_SERVER_ADDRESS@/dcm-connect-docs/wizard/index.html

    Do the following:

  6. Add the following items to the Scope box.
    • alerting
    • analytics
    • assistants:readonly
    • audits:readonly
    • authorization
    • authorization:readonly
    • billing:readonly
    • coaching
    • coaching:readonly
    • content-management
    • content-management:readonly
    • conversations
    • conversations:readonly
    • devices
    • devices:readonly
    • dialog
    • dialog:readonly
    • web-chat
  7. Click Save
  8. The page will refresh, scroll down to the Client Details section that is now visible
  9. Copy the CLIENT ID (Implicit Grant) and CLIENT SECRET (Implicit Grant)  a text editor to be used for later



Step 7: Create a new "Client Credentials" OAuth client in Genesys Cloud

This OAuth client will enable ServiceJourney to receive a user-agnostic token allowing it to make requests to the Genesys Cloud Platform API. This is used by ServiceJourney to make background requests.

  1. In Genesys Cloud, navigate to Admin → Integration → OAuth
  2. Click on the
    Add Client button
  3. Set the App Name field to something recognizable like "ServiceJourney Client Credentials"
  4. Navigate to the Roles tab
  5. Assign the following roles:
    1. Master Admin
    2. integrationServer
  6. For each of the assigned roles, add Home to the Divisions box
  7. Click Save
  8. The page will refresh, scroll down to the Client Details section that is now visible
  9. Copy the CLIENT ID (Client Credentials Grant) and CLIENT SECRET (Client Credentials Grant) to a text editor to be used for later 

Step 8: Copy and configure installation files on the ServiceJourney server

You will need remote desktop access to the ServiceJourney server for the steps below. Also, some of the steps below requires you to download installation files from Eccentex. Please contact support if you are missing these files.

  1. Access the ServiceJourney's application server using a tool Windows Remote Desktop or similiar tool
  2. Create folder C:\AppBaseGenesys
  3. Create folder C:\AppBaseGenesys\dcmservices and place the contents of dcmservice.zip into it
  4. Create folder C:\AppBaseGenesys\docs and place the contents of docs.zip into it

  5. Navigate to file C:\AppBaseGenesys\docs\config\config.example.js and copy it with the name config.js
  6. Open the file C:\AppBaseGenesys\docs\config\config.js for editing in a text editor like Windows Notepad

  7. In the file, replace the placeholder values with appropriate ones that you've collected in the previous steps

    • @CLIENT_ID@ replace with your CLIENT ID (Implicit Grant)

    • @REDIRECT_URI@ replace with a URL formatted like @SJ_SERVER_ADDRESS@/dcm-connect-docs/ except with your SJ_SERVER_ADDRESS

    • @INTEGRATION_CODE@ replace with the text ROOT_GENESYS_INTEGRATION

    • @DOMAIN_CODE@ replace with your DOMAIN_CODE

    • @SOLUTION_URL@ replace with value for your SJ_SERVER_ADDRESS

    • @GENESYS_INTEGRATION_URL@ replace with a URL formatted like @SJ_SERVER_ADDRESS@/dcm-connect-service/DCMServices.asmx/ except with your SJ_SERVER_ADDRESS

    • @WIZARD_URL@ replace with a URL formatted like @SJ_SERVER_ADDRESS@/dcm-connect-docs/wizard/index.html?response_type=token&state=pcEnvironment=usw2.pure.cloud except with your SJ_SERVER_ADDRESS

  8. Validate that your configuration looks similiar to the one below:
  9. Open the file C:\AppBaseGenesys\dcmservices\Web.config for editing in a text editor

  10. In the file, replace the default values with appropriate ones that you've collected in the previous steps

    • Set DCM_SystemUser to your SJ_INTEGRATION_USERNAME
    • Set DCM_SystemPassword to your SJ_INTEGRATION_PASSWORD
    • Set clientId to your CLIENT ID (Client Credentials Grant)
    • Ser clientSecret to your CLIENT SECRET (Client Credentials Grant)
    • Set PureCloud_ApiHost to your GENESYS_CLOUD_ADDRESS
    • Set the correct PureCloud_Region using this article 
    • Set DCM_BaseDomain to your DOMAIN_CODE
    • Set DCM_EndPoint to a URL formatted like @SJ_SERVER_ADDRESS@/dcm-connect-service/ except with your SJ_SERVER_ADDRESS
    • Set DCM_TokenSystemDomain replace with 
  11. Validate that your configuration looks similiar to the one below:

Step 9: Configure IIS on the ServiceJourney server

This step will create the proper web service endpoints for Genesys Cloud to communicate with ServiceJourney.

  1. Access the ServiceJourney's application server using a tool Windows Remote Desktop or similiar tool
  2. Open IIS Manager
  3. Create a Virtual Directory in your site called dcm-connect-docs and set it's physical path to C:\AppBaseGenesys\docs

  4. Create an Application in your site called dcm-connect-service and set it's physical path to C:\AppBaseGenesys\dcmservices

Step 10: Update security settings in the ServiceJourney server to allow embedding a login page

By default, ServiceJourney login pages are not allowed to be embedded into 3rd-party iFrames. This step is part one of allowing screen-popping ServiceJourney pages into the Genesys Cloud desktop. 

  1. Access the ServiceJourney's application server using a tool Windows Remote Desktop or similiar tool
  2. Open the file C:\UNKNOWN\... for editing in a text editor like Windows Notepad

  3. In the file, replace the values below with appropriate ones that you've collected from previous steps

    • Set AppBaseIframeEmbeddedModeEnabled to true
    • Set DCM_EndPoint to a URL formatted like @SJ_SERVER_ADDRESS@,@GENESYS_CLOUD_ADDRESS@ except with your SJ_SERVER_ADDRESS and GENESYS_CLOUD_ADDRESS
  4. Validate that your configuration looks similiar to the one below:
  5. You can now close the remote desktop session

Step 11: Update security settings in ServiceJourney to allow embedding pages

By default, ServiceJourney pages are not allowed to be embedded into 3rd-party iFrames.  This step is part two of allowing screen-popping ServiceJourney pages into the Genesys Cloud desktop. 

  1. Log in to your ServiceJourney solution
  2. On the top right, navigate to 
    cog
     → Company Setup
  3. Navigate to Company → Security Settings
  4. Click the
     Edit button


  5. Do the following:

  6. Allow cross-domain communication with AJAX request for selected domains. Applicable for pages and resources obtained with content controller and set the value to *
  7. Click Save
  8. Validate that your security settings looks something like below:

Step 12: (OPTIONAL) Set up Azure Single Sign-On

This step is only if you are planning to use Azure SAML SSO. This is necessary to ensure that there is a clean SSO logout process.

  1. Complete the Azure SSO setup
  2. Log in to your ServiceJourney solution
  3. On the top right, navigate to 
    cog
     → System Setup Home
  4. Navigate to User Management → Auth Configurations
  5. Click the hyperlink of your Azure SAML configuration
  6. Set the Identity Provider Logout URL to empty
  7. Validate that your configuration looks something like below:

  8. Click Save


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