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| − | = Gplus Adapter for Salesforce= | + | =Gplus Adapter for Salesforce= |
| − | __NOTOC__
| + | The Gplus Adapter for Salesforce is an integrated solution that enables Salesforce users to handle contact center interactions seamlessly within Salesforce. The adapter is part of the Genesys Gplus Adapters, which provide out-of-the-box, pre-packaged, and vendor-validated solutions that integrate Genesys’ Customer Experience Platform to the leading CRM solutions. It's included as part of the Web Services and Applications installation package. |
| − | ==Deployment and Configuration Guide==
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| − | This document outlines the steps required to install and configure the Genesys Gplus Adapter for Salesforce package.
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| | + | The adapter provides a single integrated agent desktop experience that offers rich data integration for screen pops and dispositioning. It presents complete customer information at a glance to more effectively serve customers in Salesforce Classic or Salesforce Console. The adapter leverages the [[Documentation:HTCC:API:Welcome|Web Services API]] and the [https://developer.salesforce.com/page/Open_CTI Salesforce Open CTI API.] |
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| + | There is now only one option available for the adapter: |
| | + | * [[GplusSalesforceWWE|Gplus Adapter for Salesforce - WWE Option]] provides the full Workspace Web Edition interface and is available in Salesforce Console and [[GPlusSalesforceDeployLightning|Salesforce Lightning]]. |
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| + | {{NoteFormat|The Gplus Adapter for Salesforce for Classic Sales and Service console is no longer available.|1}} |
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| − | [[GplusSalesforceDeploy|Deployment Guide]] Deployment instructions
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| − | [[GplusSalesforceConfig|Configuration Guide]] Configuration instructions
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| − | ==Related Documentation==
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| − | [[Documentation:HTCC:GPA:AdminHelp:8.5.2|Admin User Guide]] Administrator instructions
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| − | [[Documentation:HTCC:GPA:AgentHelp:8.5.2|Agent User Guide]] Agent instructions
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| − | = Gplus Adapter for Salesforce Administrator's User Guide=
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| − | __NOTOC__
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| − | Welcome to the ''G''plus'' Adapter for Salesforce''. These topics provide an overview of G''plus'' Adapter for Salesforce and are intended for use by administrators and agents. These topics also describe the product functionality and the user interfaces (UI).
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| − | ==What is G''plus'' Adapter for Salesforce?==
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| − | Gplus Adapter for Salesforce is a complete contact center solution that adds flexible voice call routing to Salesforce using routing templates. These templates act as building blocks for the customer experience, making it possible for you to quickly use a simple menu-driven interface to create and deploy your own customized strategies for connecting calls to agents and employees.
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| − | ==Features==
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| − | Some of the main features of G''plus'' Adapter for Salesforce include:
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| − | * Setting your state
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| − | * Making outbound calls
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| − | * Transferring calls to other agents
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| − | * Handling inbound calls
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| − | ==About This User's Guide==
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| − | The following topic explains the product functionality of Gplus Adapter for Salesforce:
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| − | * [[Documentation:HTCC:GPA:GPAPrerequisites:8.5.2|Prerequisites]]
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| − | * [[Documentation:HTCC:GPA:GPAConfiguringScreenPopups:8.5.2|Configuring Screen Popups]]
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| − | * [[Documentation:HTCC:GPA:GPANotReadyReasonCodes:8.5.2|Not Ready Reason Codes]]
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| − | * [[Documentation:HTCC:GPA:GPADispositionCodes:8.5.2|Disposition Codes]]
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| − | * [[Documentation:HTCC:GPA:GPAToastAndCaseData:8.5.2|Toast and Case Data]]
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| − | =Prerequisites=
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| − | For detailed information about how to install and configure Workspace Web Edition & Web Services for Salesforce, start with the following topics:
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| − | *[[Documentation:HTCC:Dep:InstallationProcedures:8.5.2|Install Workspace Web Edition & Web Services]]
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| − | *[[Documentation:HTCC:Dep:ConfigurationPremise:8.5.2|Configuring Workspace Web Edition & Web Services]]
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| − | =Configuring Screen Popups=
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| − | Prior to an agent receiving a call, a query is built using the caller’s ANI amongst other key/value pairs of data received from the HTCC server. The adapter logically ORs the callers ANI, as well as any variables whose key begins with the string "cti_"
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| − | The query is then sent to the CRM for searching and screen popping.
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| − | {{NoteFormat|The above applies unless there is a parameter key beginning with the string “id_”. If there is such a string, the CRM is instructed to pop a specific object ID or Salesforce record and all further processing of the call variables are stopped.}}
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| − | ===To screen pop a specific Salesforce object:===
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| − | Include a key starting with id_ in the user data of the call whose value is the object id of the Salesforce object you want to pop.
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| − | ====Example:====
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| − | id_case : 005F0000002iL1G
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| − | {{NoteFormat|If an id_ key exists in the user data, no other screen pop logic with be executed and any cti_ entries will be ignored. If multiple id_ entries are in the user data, only the first will be used.}}
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| − | ===To screen pop record(s) matching values:===
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| − | Include one or more keys starting with cti_ in the user data of the call whose values are the those you want to search for in Salesforce. Note that the types of objects that will be searched are configured in the Softphone Layout within Salesforce.
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| − | ====Example:====
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| − | cti_firstName: Pavel
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| − | cti_location: Detroit
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| − | {{NoteFormat|Note that the adapter combines all cti_ entries along with the call ANI using OR logic. The example above would result in the following query to Salesforce: Pavel OR Detroit OR 5551212 (assuming 551212 was the ANI for the call).}}
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| − | =Not Ready Reason Codes=
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| − | Not Ready Reason Codes are provisioned using the Workspace Web Edition & Web Services Dashboard.
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| − | For more information about configuring these codes and other important options, please see [[Documentation:HTCC:IWWDep:Welcome:8.5.2|Workspace Web Edition Configuration Guide]] and [[Documentation:HTCC:API:AgentStateOperations:8.5.2|Agent State Operations Guide]]
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| − | =Disposition Codes=
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| − | Disposition Codes are provisioned using the Workspace Web Edition & Web Services Dashboard.
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| − | For more information about configuring these codes and other important options, please see [[Documentation:HTCC:IWWDep:Welcome:8.5.2|Workspace Web Edition Configuration Guide]] and [[Documentation:HTCC:API:AgentStateOperations:8.5.2|Agent State Operations Guide]]
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| − | =Toast and Case Data=
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| − | Toast and Case Data are provisioned using the Workspace Web Edition & Web Services Dashboard.
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| − | For more information about configuring these codes and other important options, please see [[Documentation:HTCC:IWWDep:Welcome:8.5.2|Workspace Web Edition Configuration Guide]] and [[Documentation:HTCC:API:AgentStateOperations:8.5.2|Agent State Operations Guide]]
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| | [[Category:V:HTCC:8.5.2DRAFT]] | | [[Category:V:HTCC:8.5.2DRAFT]] |
