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Step-by-step installation guide to integrate UNFYD®LINK via AppFoundry with ease.
Introduction
Welcome to the UNFYD®LINK Installation Guide with Genesys Cloud via AppFoundry!
UNFYD®LINK is a simple and easy-to-use platform for managing customer service requests and tickets. It helps users organize, track, and resolve issues quickly, ensuring better support for customers.
This guide covers everything from purchasing to installation, enabling users to get started quickly and navigate the platform with ease. It provides a step-by-step overview of the setup and installation of UNFYD®LINK from AppFoundry in Genesys Cloud.
Prerequisites
Users must have an active Genesys Cloud account and access to the AppFoundry marketplace to install and configure the application.
UNFYD®LINK in AppFoundry
1
Access your AppFoundry account by signing in.
2
On the Genesys AppFoundry page, search for the UNFYD®LINK application using the search bar.
Note
1. UNFYD®LINK is an ISV application that runs parallel to Genesys Cloud.
2. To install UNFYD®LINK, users may need to update their Genesys Cloud subscription.
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Overview
UNFYD®LINK is a simple and easy-to-use platform for managing customer service requests and tickets. It is a premium application that is integrated with to provide additional capabilities to the Genesys Cloud organization. It helps users organize, track, and resolve issues quickly, ensuring better support for customers.
Genesys Cloud provides a flexible and secure platform for integrating Premium Applications. UNFYD®LINK, also a premium application can be configured and embedded. This allows users to access the application without leaving the Genesys environment.
With robust support for user management, real-time data access, and API connectivity, the platform ensures smooth interaction between Genesys Cloud and external tools.
The Premium Application Wizard is used to automate the necessary configuration for UNFYD®LINK application’s integration with Genesys Cloud organization to work.
It is a web application that provides additional components in the Genesys Cloud to be used by UNFYD®LINK
Customers can purchase UNFYD®LINK application directly from the AppFoundry marketplace.
- The customer should activate the Premium Application Client integration (Premium Application Wizard) using their Genesys Cloud Admin credentials.
- The Admin also needs to assign the premium permission to themselves, so that the wizard will be visible from the Genesys Desktop.
UNFYD®LINK’s Premium
Application Wizard
In order to locate a specific type of integration should be enabled
1
A Genesys Cloud Admin logs into Genesys Cloud.
Navigate to the Admin panel, go to the Integration section, and select + Integration.
2
Activate integration corresponding to UNFYD®LINK.
3
Premium Application Wizard for UNFYD®LINK is visible in the Genesys Desktop page.
4
The configuration is completed by following the steps in the wizard.
5
Enabling the Application
By default, the Genesys Cloud organization is not enabled for an ISV Client Application (UNFYD®LINK).
Adding an ISV Client Application requires the Billing, Subscription, and Add permission to be included in the assigned role.
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Initiating Installation for UNFYD®LINK Application
After purchasing the Premium Application, the next step is to enable it to initiate setup.
- Upon completion of your purchase, follow the installation link presented to initiate the setup process.
This will redirect you to the integration page corresponding to UNFYD®LINK inside Genesys Cloud.
Initiating Installation through Integrations
- On the Integrations page, search for the UNFYD®LINK application using the search bar.
- On the UNFYD®LINK application card, click ‘Install’ to begin the setup. A confirmation pop-up will appear.
Click ‘Yes’ to acknowledge that UNFYD®LINK is a third-party application provided as-is and is not covered under Genesys Cloud security controls.
This will redirect you to the integration page corresponding to UNFYD®LINK inside Genesys Cloud.
Activating UNFYD®LINK Application
The integration page for UNFYD®LINK is divided into 3 sections: -
- Details
- Configuration
- Support
After integration is successfully created, navigate to the details section.
- The application may be renamed according to organizational preferences.
Configuration
Upon updating the application name, move to the configuration section to proceed further.
- Specify the appropriate application URL as required.
Navigate back to the Details section and enable the application by switching the status toggle to Active. Click ‘Yes’ to confirm activation.
- Click ‘Save’ to apply the changes.
Premium application wizard
Premium Application Wizard is designed to help admins configure UNFYD®LINK application in Genesys Cloud. It is exposed as an iframed, embedded web application in the Genesys Desktop. When UNFYD®LINK application is purchased, integration types such as, integration type id, permissions, product, and licenses are added to the customer’s Genesys Cloud environment.
The customer can request the list of supported permissions in Genesys Cloud environment, using GET…. endpoint. Following successful purchase and activation, UNFYD®LINK application will be accessible from the Apps Menu. From the Apps Menu dropdown, select the web application as named in Section 4.2.This action will open the UNFYD®LINK application wizard page. Follow the on-screen instructions to complete the setup of UNFYD®LINK application.
The setup is divided into 4 sections :
Start
Since the product is available, click on ‘Start’ to initiate the setup process.
Setup Email
Email can be configured after redirecting to the UNFYD®LINK application. Click ‘Next’ to proceed.
Activating UNFYD®LINK Application
This section details the automated steps executed by the wizard during the setup process.
The following steps are automated: -
- Create a Role Create a role specifically to provide access to the UNFYD®LINK application.
- Create Group Create groups to control and filter user access to the UNFYD®LINK instance.
- Create Instance Instances of the application will be created with different URL endpoints to provide different features of the UNFYD®LINK application.
- Create OAuth Client An optional OAuth Client could be created for server-to-server communication. After creation, it should be followed by a method that will pass OAuth Client Information to the application server.
- Description A user account will automatically be created on Azure AD (Azure Active Directory) using your login email. The login credentials are sent to your registered email address.
- To start installation, click on the ‘Install’ button.
Summary
Once the installation is complete, a summary of all the installation details is visible.
Raw results of the installation are available in JSON format. This can be stored locally as it won’t be available upon leaving the wizard. The data contains id and names of the provisioned items.
The following information is also visible: -
- Premium Application Instances
- OAuth Client (Client Credentials Grant)
- Grant Type
- Client ID
- Client Secret
Click on ‘Go To Application’ option to view the UNFYD®LINK login page. At this stage, a user account will automatically be created using Genesys Cloud login email.
Once the installation is successful, an email will be triggered containing account credentials and access details.
Using this information, login to the UNFYD®LINK application.
Upon login, a pop-up window is displayed requesting credentials for the Genesys portal. After successful authentication, integrated features can be used seamlessly.
