The following step-by-step guide will lead you through the process of installing Be My Eyes app integration.

Initial Installation

Note that you will need to be logged on with a Genesys account with the `admin` role.

1. Navigate to Admin > Integrations. Click the Add Integrations button > Search for “Be My Eyes” and click “Install” to add the integration to your Cloud account.
2. Go to Admin > People & Permissions > Roles / Permissions. Find a role that you wish to have access to the admin interface of the Be My Eyes integration. This might be the default `admin` role, or any other, but make sure your account has this role, as you will need it to continue the integration setup.
3. Go into the role setup, to the Permissions tab and search for “beMyEyes”. Add the permission “Integration > beMyEyes > All Permissions”, and click “Save”.
4. Go to Admin > Integrations. Find the Be My Eyes integration in your list of installed integrations, and flip the Status toggle to “Active”. If it is already active, flip it to “Inactive” and then back to “Active”. Press Save.
5. Refresh the page.
6. Under the “Apps” dropdown in the top menu, you should now see “Be My Eyes”. Click it.
7. You will be presented with the installation wizard. Follow the instructions to install the app.
8. Once the installation completes, you are ready to add Be My Eyes agents.

Adding Agents

1. Now we will add Be My Eyes Agents. Be My Eyes Agents are Genesys users who can answer Be My Eyes calls.
2. Go to Admin > Groups. Find the “Be My Eyes Agents” group and click it.
3. Under Membership, click “Edit”.
4. Click the “Individuals” tab, and add people via the search box at the bottom. When you’re done, press “Save”.
5. Go to Admin > Queues, find and click “Be My Eyes Queue”.
6. Go to the Members tab and under “Groups”, click Add Group. Find “Be My Eyes Agents”, select it and press “Add Selected”.
7. The people you assigned to the “Be My Eyes Agents” group are now ready to accept Be My Eyes calls.

Optional advanced setup: If you wish to use an existing group to manage your Be My Eyes agents instead of the new Be My Eyes Agents group, you will need to:

1. Make sure the group has the permission “integration:beMyEyes:agent”
2. Under Integrations > Be My Eyes Call Widget > Configuration, add the group to “Group Filtering”.

Making Test Calls

1. As a Genesys admin account, go to the Apps dropdown and select Be My Eyes.
2. You will see the Be My Eyes admin interface. Expand the “Genesys Cloud Setup - Next Steps” section. At the bottom, you will find an email and password for a test Be My Eyes user.
3. Install the Be My Eyes app on your mobile phone, via the App Store / Google Play and log in with the test user credentials.
4. In the app, select the “Service Directory” tab. You should see your Genesys org listed at the top of the screen. Select it. You should see a button to Call your organization. Don’t press it just yet.
5. Back in Genesys, log in with a user who has been added as a Be My Eyes Agent.
6. Make sure you are “On Queue” by toggling the switch in the top right corner. You can “Continue without a phone” if prompted.
7. Now you can place the call via the mobile app. In Genesys you will see an alerting interaction.
8. Answer the interaction, and then press the Be My Eyes logo button to open the call widget. The call will be connected and you will see the video from the caller. For more detail see How Employees can answer Be My Eyes calls within Genesys Cloud
9. Once the interaction is complete, press the “Disconnect” button.

Customising Your Service Connect Listing

1. As a Genesys admin account, go to the Apps dropdown and select Be My Eyes.
2. In the admin interface you can edit your Profile Info and Opening Hours. For more detail see Customize Your Company Profile