Configure the 8×8 integration in Genesys Cloud

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Genesys Cloud integrates with 8×8 through a configured SIP trunk and SCIM implementation to enable unified communications capabilities. The integration requires an 8×8 license obtained through Genesys Cloud sales, Integration permissions (included in Master Admin role), and SCIM field mappings configured between the directory telephone number and 8×8 phone values to ensure proper call transfers. Activation occurs through the Genesys Cloud menu by navigating to IT and Integrations, installing the 8×8 integration tile, and toggling its status from Inactive to Active. User access requires assignment of the 8×8 User and Employee roles or equivalent permissions including Integration > 8×8 > View and Integration > Unified Communications > View, which enable users to access the integration app, view presence badges for SCIM-populated users, and transfer calls with presence visibility. Optional permission removal of Integration > Unified Communications > View hides badges for non-integration users. Authentication and synchronization of 8×8 user presence updates in Genesys Cloud requires creation of an OAuth client. Administrators must submit OAuth client credentials (Client ID and Client Secret) to the 8×8 Technical Account Manager or Project Manager for integration setup. When configuring the OAuth client, administrators must assign roles with specific permissions including all permissions under Integration > Presence and all permissions under Presence to enable proper functionality. The integration operates within Genesys Cloud's BYOC (Bring Your Own Cloud) capabilities framework. Documentation and community support resources are available covering 8×8 integration installation, configuration, and usage within Genesys Cloud, as well as unified communication tools integration guidance.

PrerequisitesClick to expand

After installing the 8×8 integration, the Genesys Cloud administrator must add, configure, and grant access to the Genesys Cloud Integration for 8×8.

Before you add and configure the 8×8 integration in Genesys Cloud, you must configure the following:

A SIP Trunk to PBX platform in 8×8. Contact your 8×8 representative for trunk setup details.
A Genesys Cloud SCIM implementation that automates the management of user identities between your identity management system and Genesys Cloud. Configure the following field mappings to ensure that the call transfers between Genesys Cloud and 8×8 work as expected:
Directory field SCIM field Genesys Cloud field
telephoneNumber
phoneNumbers[type eq “eightbyeight”].value
UserProfile.contactInfo.[0].phone_other.[0].value.number

Directory field	SCIM field	Genesys Cloud field
telephoneNumber	phoneNumbers[type eq “eightbyeight”].value	UserProfile.contactInfo.[0].phone_other.[0].value.number

For more information about how to implement SCIM in your environment, see About Genesys Cloud SCIM (Identity Management).

Activate the integration

In Genesys Cloud, click Admin.
Under Integrations, click Integrations.
Click Menu > IT and Integrations > Integrations.
Click Add Integration.
Search for 8×8 in the list of integrations.
In the 8×8 tile, click Install. Genesys Cloud installs the integration.
Click Integrations.
Next to the 8×8 integration that you just added, click the Status toggle to change it from Inactive to Active.
The Change Status dialog appears
Click Yes to confirm the activation.

The integration is now active and available for use.

Assign roles and permissions

You must have the 8×8 User and Employee roles or any role with the Integration > 8×8 > View and Integration > Unified Communications – View permissions to use the 8×8 integration app and view badges. These permissions allow you to view the integration users who have been populated via SCIM. Provide the following permissions to your users depending on how they access and use the integration:

Permissions	Required/Optional	Description
Integration > 8×8 > View Integration > unifiedCommunications > View	Required	Use the Genesys Cloud for 8×8 integration app and view the badges.
Integration > unifiedCommunications > View	Required	View the badges for integration users who have been populated via SCIM.
Integration > 8×8 > View	Required	View the presence for integrations users who have been populated via SCIM when transferring a call.

Permissions

Required/Optional

Description

Integration > 8×8 > View

Integration > unifiedCommunications > View

Required

Use the Genesys Cloud for 8×8 integration app and view the badges.

Integration > unifiedCommunications > View

Required

View the badges for integration users who have been populated via SCIM.

Integration > 8×8 > View

Required

View the presence for integrations users who have been populated via SCIM when transferring a call.

Note: If you have a user who does not use the integration and you want to hide the badges, remove the Integration > Unified Communications – View permission from the user’s roles.

For more information about assigning a role, see Assign roles, divisions, licenses, and add-ons.

Create an OAuth client

To authenticate and sync the 8×8 user presence updates in Genesys Cloud, you must create an OAuth client in Genesys Cloud. For more information, see Create an OAuth client. Provide the Client ID and Client Secret to your 8×8 Technical Account Manager or Project Manager.

Ensure that when you grant roles to the OAuth client, the roles must have the following permissions:

All permissions under Integration > Presence
All permissions under Presence

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Configure the 8×8 integration in Genesys Cloud

Activate the integration

Assign roles and permissions

Create an OAuth client

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