Shelf Genesys Cloud Integration: Shelf App Installation Guide

Installing the Shelf App via AppFoundry

Installation Procedure

1. Go to Admin > Integrations > Integrations in your Genesys Cloud instance. 
   

   Figure 1. Navigating to the Integrations section in Genesys Cloud

   Once on the Integrations / Integrations page, locate and click the +Integrationsbutton in the upper right corner.
   

   Figure 2. Starting to add a new integration in Genesys Cloud
   
2. On the page that opens, use the search field to look for the Shelf App. Once the app has been found and displayed, click the Installbutton at the bottom of the app tille.
   

   Figure 3. Starting the Shelf App installation

3. In the popup window that appears, agree to the terms and conditions by selecting the respective checkbox, and click the Yesbutton.
   

   Figure 4. Agreeing to the respective third party app installation and usage conditions
   
4. Once done, you are redirected to the App page with the Details tab open. On that page, navigate to the upper right part and toggle the Inactive switch on to the Active state. Perform this to active the installed Shelf App. Following that, click the Save button. You can also add some description for your Shelf App in the respective Notesentry field, if needed.
   

   Figure 5. Activating the Shelf App in Genesys Cloud

5. Once done, you are taken back to the Integrations / Integrationspage where you can see the Shelf App available in the list. If you cannot see it, reload Genesys Cloud (or log out and log in again). 
   

   Figure 6. Checking the Shelf App on the Integrations page
   
6. At the same time, the Shelf App should be also available in and accessible from the Appstab in the Genesys Cloud top menu bar.
   

   Figure 7. Checking the Shelf App in the Apps tab

Shelf Widget Installation

To install the Shelf Widget in Genesys Cloud, you need to perform Steps 1-3 from the above procedure and, in Step 4, navigate to the Configuration tab of the Shelf App details page and select the widget option in the Application Type field there. 

Following that, enter one of the following URLs in the Application URL field, based on the geography of your Shelf instance: 

Application URL (US Shelf Instances) 

https://purecloud.shelf.io/search/?langTag={{pcLangTag}}&environment={{pcEnvironment}}

Application URL (EU Shelf Instances) 

https://purecloud.shelf-eu.com/search/?langTag={{pcLangTag}}&environment={{pcEnvironment}}

Once done, click the Save button to save changes.Figure 9. Installing the Shelf Widget in Genesys Cloud

When the Shelf Widget is installed, you need to activate it similar to the Shelf App activation described in Step 4 of the installation procedure. Once the widget state is set to Active, hit the Save button at the bottom of the page and reload the page.

The Shelf Widget is now available from the Apps menu.Figure 10. Checking the Shelf Widget in the Genesys Cloud Apps menu

Installing the Shelf App Manually via URL

As an alternative to the integrated installation, you can manually install the Shelf App following the below procedure.

Installation Procedure

1. Navigate to https://purecloud.shelf.io/wizard/install and click the Next button.
   Note:
   If you wish to install the Shelf App in an international environment, e.g. in the EMEA (Dublin) or EMEA (Frankfurt) regions - use these URLs instead:

   EMEA (Dublin)	https://purecloud.shelf.io/wizard/install/?langTag=en-us&environment=mypurecloud.ie
   EMEA (Frankfurt)	https://purecloud.shelf.io/wizard/install/?langTag=en-us&environment=mypurecloud.de

   

   Figure 11. Starting to manually install the Shelf App in Genesys Cloud

   
   

2. Click the Nextbutton once again.
   

   Figure 11.  Passing further automatic steps in Genesys Cloud

3. Once clicked, the installation starts and is expected to be complete in a few seconds. After the installation, both the Shelf App and Shelf Widget become available for use. Afterwards, you are redirected to the Login to Shelfpage. When you see it, close it and proceed to the next step.
   

   Figure 12. Successful installation completion notification

4. Go to the Genesys Cloud page.
5. The app is now available in and accessible from the Appstab in the Genesys Cloud top menu bar, and you can start using it.
   

   Figure 13. Checking the Shelf App in the Apps tab

Role Permissions

To be able to see the Shelf App in the Apps tab list, your user role must possess the permissions displayed in Figure 14. To check if the permissions are granted, open the Admin menu, select the Roles / Permissions option on the Admin page, select your role from the list of available user roles, and then make sure everything is as displayed in the figure below.

Figure 14. Checking your user role permissions in Genesys Cloud

Once you have confirmed that the permissions are correct, you can navigate to the Appsmenu and check for Shelf there.

Figure 15. Checking the Shelf Widget in the Genesys Cloud Apps menu

Installing the Shelf App as a Custom Client Application

Installation Procedure

1. Once logged in to your Genesys Cloud account, navigate to the Admin tab.
2. On the Admin page, find and select the Integrations option in the Integrations section.
   

   Figure 16. Accessing the Admin settings in Genesys Cloud

3. On the Integrations page that opens, select the +Integrationsbutton to bring to the screen cards with available applications. 
   

   Figure 17. Adding integrations in Genesys Cloud

   

   Figure 18. Viewing available application cards
4. Use the search field to find and select the Client Application card. Once found, click the Installbutton.
   

   Figure 19. Starting the custom client application installation procedure

5. On the page that opens, enter the desired name - Shelf App - for your custom application. Add any text to the Notes field if needed. Click Saveto save changes.
   

   Figure 20. Adding name and notes to the custom Shelf App 

6. Next, go to the Configuration tab, Properties section, and fill in the fields as shown in the table below. 
   Table 1. Custom application configuration properties and values

7. Following that, go back to the Detailstab and switch the app activation toggle on. 

Figure 21. Activating the Shelf App

Figure 22. Viewing the Shelf App installed as custom client application