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Genesys Desktop Plugin

The plugin for Genesys Desktop is a set of extensions for Genesys Agent Desktop (GAD) that enable the Desktop to work with social media such as Twitter and Facebook messages.


Genesys Agent Desktop, version 7.6.302.13 or later.


The procedure for deployment differs according to which application container you are using:

Configuration Options

Configuration options for the plugin are described in the "eServices Social Messaging Plugin for Genesys Agent Desktop Options" section of the "Configuration Options" chapter of the eServices 8.1 Reference Manual.

Adding a Social Media Site After Deployment

The installation IP asks you to select Facebook, Twitter, or both. If you select Twitter only, you can still add Facebook later, as follows:

  1. In the multimedia section of your Social Messaging Server Application object, locate the facebook-server-app-name option.
  2. Set the option value to the name of your Facebook application. For example facebook-server-app-name = SM_Server_Facebook.

General Information for Facebook

  • Generally an agent must be logged in to Facebook to see a user’s wall page. If the agent is not logged in, the Facebook screen pop will still open, with a suggestion to register or login to see the information.
  • You can create just one Facebook account or multiple agent accounts according to your needs. What will display when an agent clicks the link depends upon permissions. Usually page/application walls are seen, while user walls are not. To view/post something from Facebook, the agent must "Like" it. If the Facebook account is shared among agents, then all agents using this account will then be able to see the personal wall.
  • To put it another way, an agent can open a link in a separate browser window to the Facebook object (page, user, event, and so on); it is up to the customer to decide what to do with it. If the data is public, the agent sees the corresponding page. If not, he or she must log in to Facebook with some account that has permission to see that data.
  • In order to post a Facebook message as an administrator, you must use the specific access token for the page or application. To do so,
    1. First obtain an initial access token, as described in the procedure presented in Creating a Facebook Application.
    2. Substitute this access token for <your_access_token> in this URL: https://graph.facebook.com/me/accounts&access_token=<your_access_token>
    3. The result is a page listing the various objects that you have created and registered, with name, category, ID, and access token for each. Here is a fictional example:
   "data": [
         "name": "MrZowie",
         "category": "Local_business",
         "id": "108926930336652",
         "access_token": "108926930336652|e8da8a88e83de6635dac62ac-100000952952880|108977979136652|blBz1BlBc72cu72OupXv1wmzL24"
         "name": "SuperApp",
         "category": "Application",
         "id": "110694465630007",
         "access_token": "110694465630007|e8da8a88e83de6635dac62ac-100000952952880|110694465630461|9ABCcE9qw_1X4B0L-qDYe14QZkM"


After uninstalling the plugin, you must remove the inserted <init-param> tag from the web.xml file. You must also perform the following adjustments:

Section name Option name Uninstallation actions
multimedia facebook-comment-limit Delete option.
multimedia facebook-post-limit Delete option.
multimedia twitter-reply-limit Delete option.
multimedia facebook-outbound-queue Delete option.
multimedia facebook-server-app-name Delete option.
multimedia media Remove the previously added facebook,twitter string. For example, if the previous value was email,chat,webcallback,facebook,twitter,sms,mms, the new value should be email,chat,webcallback,sms,mms.
multimedia open-media-saved-list Remove the previously added facebook,twitter string. For example, if the previous value was sms,facebook,twitter,mms, the new value should be sms,mms.
multimedia twitter-outbound-queue Delete option.
contact directory-displayed-columns Remove the previously added _twitterFromAddr,_twitterFromUserId,_facebookActorId, _facebookActorName.
contact displayed-attributes Remove the previously added _twitterFromAddr,_twitterFromUserId,_facebookActorId, _facebookActorName.
contact directory-search-attributes Remove the previously added _twitterFromAddr,_twitterFromUserId,_facebookActorId, _facebookActorName.
contact multiple-values-attributes Remove the previously added _facebookActorName

category:eServices Social Media Solution Guide 1

This page was last edited on November 20, 2018, at 17:43.


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