AWS EventBridge Configuration

Introduction

Once Genesys Cloud has been configured to send events to AWS EventBridge, you must configure EventBridge to send the Genesys events to Nectar DXP. These steps are intended for those who are using their existing AWS EventBridge configuration. If you choose to use Nectar’s EventBridge infrastructure for an additional fee, no further work is required.

EventBridge Configuration

Partner Event Source

1. First, login to your AWS console and navigate to Amazon EventBridge. Make sure you are in the same region that was configured when setting up the Genesys EventBridge Integration.

2. On the left-side menu under Integration, click on Partner event sources

3. You should see a list of partner event sources. The Genesys integration should have created a new partner event source that ends with the Event Source Suffix defined when setting up the Genesys EventBridge integration. Select that event source and click Associate with event bus
   
   

4. This should open the Associate with event bus screen. Don’t select any options and click Associate.
   
   

5. You should see a message at the top of the screen that states Successfully associated the event source with the event bus. The partner event source should now have an associated event bus that has a status of Active.
   
   

6. Copy the full text of the event bus name and provide this to Nectar.

API Destination

This section will configure the settings required to setup the destination to send Genesys events.

1. On the left-side menu, select Integration - API Destinations

2. Click on Create API destination

3. Under Name, put something like Nectar-DXP-Events

4. Under API destination endpoint, enter the URL to send events to. Nectar will provide this information to you.

5. Under HTTP method, select POST
   
   

6. Under Connection type, select Create a new connection

7. Under Connection Name, type a name like Nectar-DXP-Events
   
   

8. Under Configure invocation, select Public

9. Under Configure authorization, select Custom configuration

10. Under Authorization type, select API Key

    1. For API key name, type awsApiKey

    2. For Value, Nectar will provide this to you. If you are doing this before talking to Nectar, simply put random text. This can be updated later.
       
       

11. Click Create. You should see a summary screen with a message bar that states Successfully created API destination Nectar-DXP-Events..
    

Rules

Rules are used to filter out unnecessary events from the event feed to Nectar DXP.

1. On the left-side menu, select Buses - Rules

2. Under Select event bus, select the event bus created in the previous sections.
   
   

3. Click on Create rule

4. Under Name, type something like Genesys-Voice-Conversation-End

5. Ensure the correct event bus is selected and click Next
   

6. Under Event source, select Other.

7. Scroll down to Creation method and select Custom pattern (JSON editor)

8. Under Event pattern, copy/paste the following JSON:

   {
     "source": [{
       "prefix": "aws.partner/genesys.com"
     }],
     "detail-type": ["v2.detail.events.conversation.{id}.customer.end"],
     "detail": {
       "eventBody": {
         "mediaType": ["VOICE"]
       }
     }
   }

9. Click Next

10. Under Target 1 - Target Types, select EventBridge API destination

11. Under API destination, select the API destination created in the previous sections.

12. Under Execution role, select the option that makes the most sense for your environment. If unsure, select Create a new role for this specific resource and give it a name like Nectar-DXP-Rules
    
    

13. If you want to track the events going to Nectar DXP, you can add additional targets such as CloudWatch

14. Click on Skip to Review and Create. Review the settings and click Create Rule

15. Repeat steps 3-14 for another rule with the parameters below:

    1. Name: Genesys-User-Token

    2. Event pattern:

       {
         "source": [{
           "prefix": "aws.partner/genesys.com"
         }],
         "detail-type": ["v2.users.{id}.tokens"],
         "detail": {
           "eventBody": {
             "ipAddress": [{
               "anything-but": ""
             }]
           }
         }
       }

    3. Everything else should be the same, including the role.

Once Nectar completes the configuration on the DXP side, events should start immediately flowing into Nectar DXP and conversations should appear in the UI shortly after.