Contact Center Connector Framework

This section of the reference documentation covers the Contact Center Connector (CCC) Framework and currently the following pages are available:

• Contact Center Connector Framework: this page introduces generic information related to the CCC Framework
• Example Implementation Genesys: describes an example of how the CCC Framework could be used when interacting with Genesys Cloud.

Content of the Package

All necessary files and resources for the CCC Framework can be found on this repository in GitHub:

• The CCC Framework Template solution, which is a Teneo solution containing the necessary components (Integrations, Global scripts and Scripted context) for the initial setup.
• A Teneo example solution containing the above mentioned template and in addition, a number of example Flows which showcase how the available actions can be requested. This solution also demonstrates how error handling can be managed within a Solution.

The files for the Genesys example listed below can be found on this repository in GitHub:

• A bot flow which handles the communication with the Teneo bot and processes the actions.
• A web service data action for communicating with the Teneo Engine API.
• A Session Bridge that transforms requests from Genesys and responses to Genesys to allow session management with the Teneo bot.
• Genesys data actions that provide data about the queues.