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(Update with the copy of version: 8.5.2DRAFT)
(Update with the copy of version: 8.5.2DRAFT)
 
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= Deployment =
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= Installing and configuring the adapter in Salesforce =
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This is part of the [[DeployGplusSalesforce|Salesforce Gplus Adapter]] section of the [[Welcome|Workspace Web Edition & Web Services Deployment Guide]].
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__TOC__
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__NOTOC__
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Complete the procedures on this page to install and configure the Gplus Adapter for Salesforce in your Salesforce environment.  
  
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==Overview==
 
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These instructions will assist you as you set up your Salesforce Gplus Adapter for use with Genesys Web Services.
 
  
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==Setup Instructions==
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==Installing the adapter in Salesforce==
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'''Prerequisites'''
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* [[InstallingAndDeploying|You have installed and configured Web Services.]]
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* You have set up SSL for Jetty<!--Workspace Web Edition & Web Services-->. For more information, see {{#Widget:ExtLink|link=https://wiki.eclipse.org/Jetty/Howto/Configure_SSL|displaytext=Configure SSL}}.
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'''Start'''
 
<ol>
 
<ol>
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<li>Go to [https://login.salesforce.com/packaging/installPackage.apexp?p0=04to0000000A3C5 Salesforce] to install the package</li>
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<li>Open the following URL to install the latest Gplus Adapter for Salesforce package in Salesforce: {{#Widget:ExtLink|link=https://login.salesforce.com/packaging/installPackage.apexp?p0=04to0000000C3VD|displaytext=https://login.salesforce.com/packaging/installPackage.apexp?p0=04to0000000C3VD}}
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<li>Log in with your Salesforce <tt>username</tt> and <tt>password</tt></li>
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<br/>
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<li>On the <tt>Package Installation Details</tt> page, you will see <tt>Genesys Gplus for Salesforce.com</tt>, version 1, then choose <tt>Continue</tt></li>
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If you're not logged in, Salesforce prompts for your username and password.
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<li>On the <tt>Genesys Gplus for Salesforce.com Step 1</tt> page, choose the appropriate <tt>Extended Object Permissions</tt>, then choose <tt>Next</tt></li>
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<!-- Removed per Chris Munn 02-15-2017
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<li>On the <tt>Genesys Gplus for Salesforce.com Step 2</tt> page, choose the appropriate security levels, then choose <tt>Next</tt></li>
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{{NoteFormat|The Salesforce installation package includes a call center definition. If you need to create additional call centers, you can find the latest call center definition file in the Web Services .war file. To get a copy of the file, navigate to the following URL:
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<li>On the <tt>Genesys Gplus for Salesforce.com Step 3</tt> page, choose <tt>Install</tt>. You should see a message saying <tt>"Your package is being installed. When installation is complete, you may edit your configuration and deploy the package"</tt></li>
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<tt><nowiki>http://<WS_HOST>:<WS_PORT>/ui/cti/callcenterdef/GPlusForSalesforceCallCenterDef.xml</nowiki></tt>
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<li>When your installation is complete, you will see the page <tt>Genesys Gplus for Salesforce (Managed)</tt> and the note <tt>Installation Complete</tt></li>
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*<tt><WS_HOST></tt> is your Web Services host name or IP address.
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*<tt><WS_PORT></tt> is your Web Services port.
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You can save this file locally and then upload to Salesforce to create a new call center. }}
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-->
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</li>
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<li>Now you should see the '''Install Genesys Gplus Adapter for Salesforce''' page. Select an installation type. Generally, you should select '''Grant access to all users''', but if you want to limit access to the adapter to specific profiles, then you can choose '''Install for Specific Profiles ...'''. Click '''Install'''.
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<br/><br/>[[File:GplusSFInstall1.png|border|center]]<br/></li>
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<li>When you see the "Installation Complete!" message, click '''Done'''.
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<br/><br/>[[File:GplusSFDone1.png|border|center]]<br/>
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You should be redirected to the '''Installed Packages''' page, with "Genesys Gplus for Salesforce" included in the list.</li>
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[[File:GplusSFInstalledPackages1.png|border|center]]<br/></li>
 
</ol>
 
</ol>
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'''End'''
  
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==Outbound==
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==Configuring the adapter in Salesforce==
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To enable outbound functionality for the functionality, you will need:
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Complete this procedure to define your call center in Salesforce. The call center was created when you installed the Gplus Adapter for Salesforce package.
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* A working outbound solution
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<br/><br/>
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* The [[Documentation:HTCC:API:Features#Supported_Features|api-voice-outbound]] feature should be included in the <tt>feature-defintions.json</tt> file and set <tt>autoAssignOnContactCenterCreate:true</tt> for premise implementations.
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'''Start'''
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<ol>
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<li>If you haven't already, login to Salesforce and go to '''Setup > Build > Customize > Call Center > Call Centers'''. Or, you can search for "Call Centers" in the '''Search All Setup''' field and select the "Call Centers" result. You should see the '''Introducing Salesforce CRM Call Center''' page. '''Note:''' You must have administrator privileges. </li>
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<li>You can select '''Don't show me this page again''' if you want to hide the page in the future, and click '''Continue'''. </li>
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<li>On the '''All Call Centers''' page, click '''Edit''' next to the Genesys Gplus for Salesforce entry.
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<li>In the '''CTI Adapter URL''' field, replace <tt>GWS_HOST:GWS_PORT</tt> with the correct host and port for your installation of [[InstallingAndDeploying|Web Services]]. For example: <tt><nowiki>https://198.51.100.23:8090/ui/crm-adapter/index.html?crm=salesforce</nowiki></tt>
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<br/><br/>
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If you're enabling single sign-on in the adapter, add the <tt>authType=saml</tt> parameter to the '''CTI Adapter URL'''. For example: <tt><nowiki>https://198.51.100.23:8090/ui/crm-adapter/index.html?crm=salesforce&authType=saml</nowiki></tt>
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<br/><br/>
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You should leave the other options at their default values so the adapter works correctly in Salesforce.
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<br/><br/>[[File:GplusCCDetails.png|border|center]]</li>
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<li>Click '''Save'''.</li>
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<li>Click '''Manage Call Center Users''' and then click '''Add users'''.
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<br/><br/>[[File:GplusSFAddUser.png|border|center]]</li>
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<li>On the '''Search for New Users''' page, you can enter search criteria to find users. Select the ones you want to be able to use the adapter and click '''Add to Call Center'''.
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<br/><br/>[[File:GplusSFSearchUser.png|border|center]]
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Your selected users are added to the list. You can remove a user on this page at any time.
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<br/><br/>[[File:GplusSFAddedUsers.png|border|center]]</li>
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<li>To access the adapter in Salesforce Classic, look for it in the left pane of your browser; in Salesforce Console, click the '''Phone''' button in the bottom right corner.
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[[File:GplusSFClassic.png|frame|center|The adapter in Salesforce Classic.]]
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[[File:GplusSFServiceCloud.png|frame|center|The adapter in Salesforce Console.]]
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</li>
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</ol>
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'''End'''
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==Configuring screen pops in Salesforce==
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When an agent receives an external call, the adapter can initiate a screen pop that causes Salesforce to show an appropriate record for the caller. To set up this functionality in Salesforce, login and go to '''Setup > Customize > Call Center > SoftPhone Layouts''' to create a SoftPhone Layout. Check out the {{#Widget:ExtLink|link=https://help.salesforce.com/HTViewHelpDoc?id=cti_admin_phonelayoutscreate.htm&language=en_US|displaytext=Salesforce documentation}} for details about configuration.
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In general, there are a couple of things to consider when you set up a SoftPhone Layout for the adapter:
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* The Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, the adapter gets this information from [[Documentation:HTCC:IWWDep:GPAA#Toast_and_case_data|Toast and case data]] you configure in the Genesys environment.
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* Make sure you configure the '''Screen Pop Settings''' in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page.  
  
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See [[Documentation:HTCC:IWWDep:GPAA#Screen_pop|Screen pop]] for more information about configuring screen pops in your Genesys environment.
  
  
 
[[Category:V:HTCC:8.5.2]]
 
[[Category:V:HTCC:8.5.2]]

Latest revision as of 18:13, January 29, 2020

Installing and configuring the adapter in Salesforce

Complete the procedures on this page to install and configure the Gplus Adapter for Salesforce in your Salesforce environment.


Installing the adapter in Salesforce

Prerequisites

Start

  1. Open the following URL to install the latest Gplus Adapter for Salesforce package in Salesforce: https://login.salesforce.com/packaging/installPackage.apexp?p0=04to0000000C3VD
    If you're not logged in, Salesforce prompts for your username and password.
  2. Now you should see the Install Genesys Gplus Adapter for Salesforce page. Select an installation type. Generally, you should select Grant access to all users, but if you want to limit access to the adapter to specific profiles, then you can choose Install for Specific Profiles .... Click Install.

    GplusSFInstall1.png

  3. When you see the "Installation Complete!" message, click Done.

    GplusSFDone1.png

    You should be redirected to the Installed Packages page, with "Genesys Gplus for Salesforce" included in the list.
    4. GplusSFInstalledPackages1.png

End

Configuring the adapter in Salesforce

Complete this procedure to define your call center in Salesforce. The call center was created when you installed the Gplus Adapter for Salesforce package.

Start

  1. If you haven't already, login to Salesforce and go to Setup > Build > Customize > Call Center > Call Centers. Or, you can search for "Call Centers" in the Search All Setup field and select the "Call Centers" result. You should see the Introducing Salesforce CRM Call Center page. Note: You must have administrator privileges.
  2. You can select Don't show me this page again if you want to hide the page in the future, and click Continue.
  3. On the All Call Centers page, click Edit next to the Genesys Gplus for Salesforce entry.
  4. In the CTI Adapter URL field, replace GWS_HOST:GWS_PORT with the correct host and port for your installation of Web Services. For example: https://198.51.100.23:8090/ui/crm-adapter/index.html?crm=salesforce

    If you're enabling single sign-on in the adapter, add the authType=saml parameter to the CTI Adapter URL. For example: https://198.51.100.23:8090/ui/crm-adapter/index.html?crm=salesforce&authType=saml

    You should leave the other options at their default values so the adapter works correctly in Salesforce.

    GplusCCDetails.png
  5. Click Save.
  6. Click Manage Call Center Users and then click Add users.

    GplusSFAddUser.png
  7. On the Search for New Users page, you can enter search criteria to find users. Select the ones you want to be able to use the adapter and click Add to Call Center.

    GplusSFSearchUser.png

    Your selected users are added to the list. You can remove a user on this page at any time.



    GplusSFAddedUsers.png
  8. To access the adapter in Salesforce Classic, look for it in the left pane of your browser; in Salesforce Console, click the Phone button in the bottom right corner.
    The adapter in Salesforce Classic.
    The adapter in Salesforce Console.

End

Configuring screen pops in Salesforce

When an agent receives an external call, the adapter can initiate a screen pop that causes Salesforce to show an appropriate record for the caller. To set up this functionality in Salesforce, login and go to Setup > Customize > Call Center > SoftPhone Layouts to create a SoftPhone Layout. Check out the Salesforce documentation for details about configuration.

In general, there are a couple of things to consider when you set up a SoftPhone Layout for the adapter:

  • The Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, the adapter gets this information from Toast and case data you configure in the Genesys environment.
  • Make sure you configure the Screen Pop Settings in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page.

See Screen pop for more information about configuring screen pops in your Genesys environment.

This page was last edited on January 29, 2020, at 18:13.
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