Pure Engage (Genesys) – SDKs & APIs

Communications & Collaboration

Voice/Video (VoIP)

Ex: Use to create or to interconnect SIP endpoints.
SIP & RTP You can connect SIP compliant devices to Genesys SIP Server (Media Gateways, SBCs, SIP Endpoints, Media Servers).
SIP RFC 3261 suite
Available Materials
SIP RFC 3261 suite Session Border Controllers and Media Gateways must be compliant with the following standard specifications:
IETF RFC 3261 SIP: Session Initiation Protocol
IETF RFC 3262 Reliability of Provisional Repsonsed in SIP
IETF RFC 3264 Offer/Anser model with SDP
IETF RFC 3311 The Session Initiation Protocol (SIP) UPDATE Method
IETF RFC 3960 Early Media and Ringing Tone Generation in the Session Initiation Protocol (SIP)
IETF RFC 4566 SDP: Session Description Protocol
IETF RFC 6337 Session Initiation Protocol (SIP) Usage of the Offer/Answer Model
IETF RFC 3323 A Privacy Mechanism for SIP
IETF RFC 3325 Private Extensions to the Session Initiation Protocol (SIP) for Asserted Identity
IETF RFC 3326 Reason Header
SIP Server 8.1 Integration Reference (latest version here) Learn about integrating SIP Server with SIP softswitches, gateways, and SIP Endpoints.
SIP Server 8.1 Supported SIP Devices (latest version here) Use this document for information on supported SIP devices.
SIP Endpoint SDK You can use the Genesys SIP Endpoint SDK to build a SIP endpoint that can seamlessly connect agent desktop applications with the Genesys SIP Server in order to handle audio and video calls. The SDK can also be used to create a customer facing SIP endpoint (ex: kiosk application).
SDK Available for .Net and OS X
Available Materials
SIP EP SDK .Net Overview (8.5.2 version here) Learn how to get started with the SIP Endpoint SDK for .NET.
SIP EP SDK .Net Deployment Guide (8.5.2 version here) Use this to deploy the SIP Endpoint SDK for .NET.
SIP EP SDK .Net API Reference (8.5.2 version here) Contains the most detailed source of information about the API for the SIP Endpoint SDK.
SIP EP SDK .Net Developer’s Guide (8.5.2 version here) Learn how to write your own applications using the SIP Endpoint SDK for .NET.
SIP EP SDK OS X Overview (8.5.2 version here) Learn how to get started with the SIP Endpoint SDK for OS X.
SIP EP SDK OS X Deployment Guide (8.5.2 version here) Use this to deploy the SIP Endpoint SDK for OS X.
SIP EP SDK OS X API Reference (8.5.2 version here) Contains the most detailed source of information about the API for the SIP Endpoint SDK.
SIP EP SDK OS X Developer’s Guide (8.5.2 version here) Learn how to write your own applications using the SIP Endpoint SDK for OS X.
Chat

Ex: Build customer-facing chat client, or create server-side integration with a 3rd party messaging system.
GMS Chat API
version 1 & version 2
Genesys Mobile Services now has two Chat APIs.
Use Chat API Version 1 for Genesys Mobile Engagement Chat.
Use Chat API Version 2 for Web Chat (as replacement for eServices Web API Server Chat Service).
REST API (with CometD for GMS Chat version 1)
Available Materials
Chat API Version 1 (latest version here) GMS Chat API Version 1 description.
Chat API Version 2 (latest version here) GMS Chat API Version 2 description.
Chat API Version 2 with CometD (latest version here) GMS Chat API Version 2 with CometD description [Introduced in 8.5.109, modified in 8.5.110]. Genesys Mobile Enterprise supports the Digital Channels Chat API V2 over CometD channel.
A Chat UI for Developers (article here) Comparison between GMS Chat v1 and Chat v2, sample code for a Test UI for Chat provided
GMS + Facebook Messenger Bot Integration (article here) Sample integration with Facebook Messenger, Wit AI and Genesys via GMS
Platform SDK
BasicChat & FlexChat
You can use the Platform SDK for projects where you need direct communication with Genesys Chat Server in its native protocols. Two chat protocols are avilable – basicChat and flexChat.
SDK Available for .Net and Java.
Building a Chatbot Part 1 – An External Service Process Framework (article here) Sample framework for Chat Bot using External Service Protocol (ESP)
Building a Chatbot Part 2 – An EchoChatbot (article here) Sample framework for Chat Bot using External Service Protocol (ESP)
Refer to the Protocol Level (Platform SDK) page for more information.
Web API Server
(deprecated)
All APIs within Web API, including the existing Chat and Email APIs, are being consolidated under Genesys Mobile Services (GMS). Genesys recommends that all new installations of Genesys Chat or Email APIs use the Chat API Version 2 and Email API provided through Genesys Mobile Services.
REST API
See Web API Server section below.
E-Mail

Ex: Submit customer interactions through standard Mail Servers, create server-side integration with a 3rd party system (submitting items as e-mails with attachments), or enable customer-facing e-mail form.
POP/IMAP, SMTP Genesys E-Mail Server is able to receive e-mails or to send e-mails via regular POP/SMTP servers.
Standard: POP3/IMAP/SMTP
GMS E-Mail API Genesys Mobile Services now has an E-Mail API (as replacement for eServices Web API Server E-Mail Service). Use this interface to build e-mail related client applications (ex: e-mail via form).
REST API
Available Materials
GMS E-Mail API Version 2 (latest version here) GMS E-Mail API Version 2 description [Updated in 8.5.110.07].
Platform SDK You can use the Platform SDK for projects where you need to submit interactions to Genesys, as e-mails with their attachments. Direct connectivity with Genesys E-Mail Server is deprecated. Instead, you can trigger e-mail services via Interaction Server and External Service for e-mail, or connecting to Interaction Server and Universal Contact Server over their native protocols.
SDK Available for .Net and Java.
Refer to the Protocol Level (Platform SDK) page for more information.
Web API Server
(deprecated)
All APIs within Web API, including the existing Chat and Email APIs, are being consolidated under Genesys Mobile Services (GMS). Genesys recommends that all new installations of Genesys Chat or Email APIs use the Chat API Version 2 and Email API provided through Genesys Mobile Services.
REST API
See Web API Server section below.
SMS/MMS

Ex: Submit customer interactions through standard SMS/MMS Servers
SMPP, MM7 Genesys SMS Server is able to receive or to send SMS/MMS via standard SMS/MMS gateways (servers).
Standard: SMPP (v3.4), MM7
Social

Ex: Submit customer interactions through Facebook/Twitter/RSS channels, or build a plugin to interface with another social network.
Facebook, Twitter, RSS Genesys Social Messaging Server is ablt to interconnect with Facebook/Twitter/RSS.
Published API (Facebook/Twitter/RSS)
Custom Social Plugin API You can use this API to create your own plugin for Genesys Social Messaging Server (to interconnect with another social network).
Java based API.
Available Materials
eServices Social Media Solution Guide (latest version here) Custom Media Channel Driver
Media Channel Driver Interface for Genesys Social Messaging Server (latest version here) Media Channel Driver Interface for Genesys Social Messaging Server.
NB: the link is currently unavailable. You can also find this same information in the ChannelDriverAPI archive, provided with Social Messaging Server installation.
Getting Social with Social Messaging Server (article here) How to build a custom channel driver for Social Messaging Server (Part1).
Twilio SMS with Social Messaging Server (article here) How to build a custom channel driver for Social Messaging Server (Part 2).
Open Media/Workitems

Ex: Submit customer interactions (tasks, workitems, “open media”), create server-side integration with a 3rd party system (submitting items as open-media/workitems with attachments), or enable customer-facing workitem/task form
eServices Capture Point The integrated capture points are a feature of Interaction Server that provides a mechanism for capturing new interactions from external source systems, and for issuing various requests to existing interactions. The capture points, with the exception of the Web Service Capture Point, also produce notifications on changes to interactions.
Java Message Service (JMS), File, Database, Web Service
Available Materials
eServices Integrated Capture Points Guide (latest version here) eServices document (8.1.4) that explains configuring and using the capture points that iWD uses that are integrated into Interaction Server.
Hidden Gems 2 – eServices Web Service Capture Point (article here) Focus on the Web Service (SOAP) Capture Point.
GMS Open Media API Genesys Mobile Services now has an Open Media API. Use this interface to build open media related client applications (ex: submit open media via form).
REST API
Available Materials
GMS Open Media API (latest version here) GMS Open Media API description [Introduced in 8.5.110]. This API enables you to manage an Open Media interaction: you can create, retrieve, update, or stop an Open Media interaction by submitting one of the REST queries detailed below.
Platform SDK You can use the Platform SDK for projects where you need direct communication with Genesys Interaction Server in its native protocols.
SDK Available for .Net and Java.
Refer to the Protocol Level (Platform SDK) page for more information.
Interaction Workload Distribution (iWD) Solution Tasks can be loaded via the iWD solution & related interfaces.
User Interfaces and eServices Capture Points
Available Materials
iWD Best Practice Overview (latest version here) Task Capture – Selecting the Appropriate Capture Point
iWD Web Help (latest version here) Use these help topics as a guide to the iWD Web tool and to uplaod Tasks.
Co-Browse Co-Browse API Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer “share” the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party’s browser instance or the whole desktop.
Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.
Available Materials
Genesys Co-Browse 8.5 Developer’s Guide (latest version here) Use this book to customize Genesys Co-browse.
Genesys Co-browse API Reference (latest version here) Find information about the available public APIs.
Web API Server
(deprecated)

Ex: Build customer-facing chat or e-mail clients.
Web API Server
(deprecated)
All APIs within Web API, including the existing Chat and Email APIs, are being consolidated under Genesys Mobile Services (GMS). Genesys recommends that all new installations of Genesys Chat or Email APIs use the Chat API Version 2 and Email API provided through Genesys Mobile Services.
REST API
Available Materials
Web API Server API Reference (latest version here) API Guide for the Genesys Web API Server.
Web API Server Developer Guide (latest version here) Developer Guide for the Genesys Web API Server.
SIP Server Instant Messaging SIP Server IM SIP Server provides support for audio, video or IM communications. SIP Server IM is essentially used for agent-to-agent or agent-to-expert internal communications (collaboration). But it can also receive Instant Messages from a SIP SIMPLE based Trunk (Session Mode IM) [such as Lync 2010/Lync 2013/Skye for Business].
SIP SIMPLE (Session-Mode IM), Genesys T-Library
Available Materials
Genesys 7.6 Instant Messaging Solution Guide (7.6 version here) Genesys 7.6 Instant Messaging Solution Guide