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(Modified comment string Agent Desktop with Agent Workspace)
 
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=Configuring Gplus Adapter for Salesforce Lightning=
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=Gplus Adapter for Salesforce (v9)=
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Gplus Adapter for Salesforce is an integrated solution that provides the full Workspace Web Edition experience within the Salesforce Lightning environment. 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.
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Genesys Engage offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment.
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{{NoteFormat|The Gplus Adapter URL in Salesforce Call Center follows this format: <tt><nowiki>https://<your company name>/ui/crm-workspace/index.html</nowiki></tt><br />
 
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Contact your Genesys Professional Services representative to obtain the correct domain name.|1}}
 
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Adapter provides a single integrated agent desktop experience that offers rich data integration between Genesys and Salesforce applications through screen pops, activity tracking, and click-to-dial. It presents complete customer information at a glance to more effectively serve customers in Salesforce. Adapter leverages Agent Desktop functionality and the [https://developer.salesforce.com/page/Open_CTI Salesforce Open CTI API.]
 
  
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If an agent has minimized Adapter to handle other tasks in Salesforce, the Adapter window is automatically maximized by the following events:
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The integrated solution presents a complete customer view allowing your contact center agents to service your customers.
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* Receiving voice, chat, email, or workitem interactions
 
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* Releasing interactions
 
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* Marking Done interactions
 
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* Receiving connections error notifications
 
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* Receiving confirmation that an interaction has been added to the Genesys Universal Contact Server (UCS) database
 
  
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'''What's next?'''
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See the [https://docs.genesys.com/Documentation/HTCC/9.0.0/Dep/Prerequisites Web Services and Applications] Deployment Guide for a list of the browsers supported for Gplus Adapter.
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You can start configuring Adapter:
 
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<!--* [[GPSSO|Salesforce as SSO and IDP]]-->
 
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* [[ActivityHistory|Activity History]]
 
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* [[ScreenPop|Screen Pop]]
 
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* [[ClicktoDial|Click-to-dial rules]]
 
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* [[GPAProvisioning#OpenMedia|Open Media items]]
 
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* [[GPAProvisioning#Recording|Genesys Interaction Recording]]
 
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* [[GPAConfig|Configuration Options]]
 
  
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{{AnchorDiv|OpenMedia}}
 
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== Open Media items ==
 
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Open Media items are documents (for example, faxes or PDFs) that might be directed to you for handling while you are working on interactions of another type, such as email. Like in any other interaction, Adapter [[ScreenPop#Open_Media_items|screen pops]] the appropriate Salesforce record and creates an [[ActivityHistory#Open_Media_Activity_History|activity history]] in Salesforce for Open Media interactions that are handled by an agent.
 
  
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You can configure Open Media interactions for agents by using the options {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:openmedia-workitem-channels}}, {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-workitem-channels-can-use}}, and {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-openmedia-on-invite}}. See [[Documentation:HTCC:IWWDep:IntWorkitems|Workitems configuration]] for more options.
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{{NoteFormat|
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* The Gplus Adapter URL in Salesforce Call Center follows this format: <tt><nowiki>https://<your company name>/ui/crm-workspace/index.html</nowiki></tt>
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* Gplus Adapter integration does not rely on legacy Salesforce API versions; therefore, changes to the Salesforce API do not affect Gplus Adapter integration.
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|1}}
  
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:openmedia-workitem-channels}} option to specify the Open Media channels that are used by the agents.
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==Salesforce Lightning and Salesforce Classic==
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-workitem-channels-can-use}} option to give privilege to the agents to use all the Open Media channels.
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Gplus Adapter supports the following features and environments for both Salesforce Lightning and Salesforce Classic:
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-openmedia-on-invite}} option to specify the screen pop timing.
 
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-activity-log-enabled-openmedia-types}} option to specify whether activity histories are created in Salesforce for '''Inbound''' open media workitems.
 
  
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{{AnchorDiv|Recording}}
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*Genesys media channels: voice, chat, SMS, email, and workitems. This document describes the common functionality and notes those features where support for Salesforce Classic is different from Salesforce Lightning.
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== Support for Genesys Interaction Recording ==
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*[https://admin.salesforce.com/blog/2021/admin-winter-22-release-dates-countdown Salesforce Winter '22 release].
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The Gplus Adapter console supports Genesys Interaction Recording (GIR). For an overview of Genesys Interaction Recording, see [[Documentation:CR:Solution:Overview|About Genesys Interaction Recording]].
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*[https://www.salesforce.com/products/service-cloud/overview/ Salesforce Service Cloud].
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*[https://www.salesforce.com/products/sales-cloud/overview/ Salesforce Sales Cloud].
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*[[ClicktoDial#HVS|Salesforce High Velocity Sales]].
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*[[GPlusGenFeatures#DisasterRecovery|Genesys Smart Failover for disaster recovery scenarios]].
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*[https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_platform_encryption_implementation_guide.pdf Salesforce Shield Platform Encryption].
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*[[GPlusGenFeatures#WebRTC|Browser-based WebRTC voice calling]].
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*Environments that use Reverse Proxy configuration.
  
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Genesys Interaction Recording is only supported for Voice channel and is not supported when Gplus Adapter is popped out of the Salesforce window.
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The following features and environments are required for both Salesforce Lightning and Salesforce Classic:
  
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To configure Genesys Interaction Recording for the Gplus Adapter, see [[Documentation:CR:Solution:SRC-Adv#enableScreenRec|Enable Screen Recording]] in the ''Genesys Interaction Recording Solution Guide''. In this procedure, refer to the [[Documentation:CR:Solution:SRC-Adv#integrateWWE|Integrating with Workspace Web Edition]] section.
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*Salesforce Console in both Lightning and Classic.
  
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To manage the call recording features of an agent, see [[ActiveRecordingSetup|Recording setup]].
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== How do I setup Gplus Adapter in Salesforce Lightning? ==
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You can setup Gplus Adapter by following the procedures described in [[GPlusSalesforceLightning|Integrating Gplus Adapter in Salesforce Lightning]].
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== How do I setup Gplus Adapter in Salesforce Classic? ==
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You can setup Gplus Adapter by following the procedures described in [[GPlusSalesforceClassic|Integrating Gplus Adapter in Salesforce Classic]].
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== How do I migrate Gplus Adapter from an earlier version? ==
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See the [[Documentation:HTCC:MIG:UpgradeGplus:9.0.0|Migrating Gplus Adapter for Salesforce]] topic in the ''[[Documentation:HTCC:MIG:Welcome|Web Services and Applications Migration Guide]]'' to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce.
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{{AnchorDiv|Diagram}}
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==How Gplus Adapter integrates Salesforce with Genesys Interactions==
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Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys Contact Center interactions. Gplus Adapter triggers its functions, including storing and retrieving Salesforce interactions, based on the Genesys interaction events it receives for all types of interactions &mdash; inbound, outbound, or internal (transfer, conference, or consult).
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[[File:GAPI 900 Architecture Diagram.png]]
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Gplus Adapter for Salesforce integrates [[Welcome|Genesys Agent Workspace]] with five key Salesforce features:
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*[[ScreenPop|Screen Pop]] – Gplus finds, obtains, or creates a Salesforce record which is displayed as a screen pop to the user during each interaction.
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*[[ClicktoDial|Click-to-dial]] – a user starts an outbound call to a phone number displayed within a Salesforce record.
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*[[ActivityHistory|Activity Task]] – Gplus creates an Activity Task, also known as a Call Log, and associates the task to the Salesforce record opened by Screen Pop or Click-to-dial.
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*[[GPlusGenFeatures#RunApex|Run Apex]] – Gplus (optionally) invokes the Salesforce Apex when an interaction transitions between states.
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*[[GPlusGenFeatures#SCAPI|Service Client API]] (SCAPI) – Salesforce (optionally) invokes the Gplus Service Client API (SCAPI).
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First set up corresponding Salesforce objects and configurations, then set [[GPAConfig|Gplus options]] in Genesys Administrator Extension.
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{{AnchorDiv|troubleshoot}}
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==How do I troubleshoot Gplus Adapter==
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To troubleshoot screen pop and '''saveLog()''' method errors, refer to [[GplusTroubleshoot90|Troubleshooting Gplus Adapter Integration with Salesforce]].
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Gplus also enables you to view notifications of successful object creation on [[ScreenPop#screenpoplogic|screen pop]] and [[ActivityHistory#AgentNotifications|activity task]] updates.
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== How do I access Gplus Adapter? ==
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You can access Gplus Adapter by logging into Salesforce and clicking the phone icon at the bottom-left corner of the window (bottom-right for Classic users). You will see a pop-up window where you can login with your Genesys credentials and start using the complete set of Genesys contact center functionalities.  
  
 
[[Category:V:HTCC:9.0.0]]
 
[[Category:V:HTCC:9.0.0]]

Latest revision as of 15:31, July 29, 2022

Gplus Adapter for Salesforce (v9)

Genesys Engage offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment.

The integrated solution presents a complete customer view allowing your contact center agents to service your customers.

See the Web Services and Applications Deployment Guide for a list of the browsers supported for Gplus Adapter.


Important
  • The Gplus Adapter URL in Salesforce Call Center follows this format: https://<your company name>/ui/crm-workspace/index.html
  • Gplus Adapter integration does not rely on legacy Salesforce API versions; therefore, changes to the Salesforce API do not affect Gplus Adapter integration.

Salesforce Lightning and Salesforce Classic

Gplus Adapter supports the following features and environments for both Salesforce Lightning and Salesforce Classic:

The following features and environments are required for both Salesforce Lightning and Salesforce Classic:

  • Salesforce Console in both Lightning and Classic.

How do I setup Gplus Adapter in Salesforce Lightning?

You can setup Gplus Adapter by following the procedures described in Integrating Gplus Adapter in Salesforce Lightning.

How do I setup Gplus Adapter in Salesforce Classic?

You can setup Gplus Adapter by following the procedures described in Integrating Gplus Adapter in Salesforce Classic.

How do I migrate Gplus Adapter from an earlier version?

See the Migrating Gplus Adapter for Salesforce topic in the Web Services and Applications Migration Guide to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce.

How Gplus Adapter integrates Salesforce with Genesys Interactions

Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys Contact Center interactions. Gplus Adapter triggers its functions, including storing and retrieving Salesforce interactions, based on the Genesys interaction events it receives for all types of interactions — inbound, outbound, or internal (transfer, conference, or consult).

GAPI 900 Architecture Diagram.png

Gplus Adapter for Salesforce integrates Genesys Agent Workspace with five key Salesforce features:

  • Screen Pop – Gplus finds, obtains, or creates a Salesforce record which is displayed as a screen pop to the user during each interaction.
  • Click-to-dial – a user starts an outbound call to a phone number displayed within a Salesforce record.
  • Activity Task – Gplus creates an Activity Task, also known as a Call Log, and associates the task to the Salesforce record opened by Screen Pop or Click-to-dial.
  • Run Apex – Gplus (optionally) invokes the Salesforce Apex when an interaction transitions between states.
  • Service Client API (SCAPI) – Salesforce (optionally) invokes the Gplus Service Client API (SCAPI).

First set up corresponding Salesforce objects and configurations, then set Gplus options in Genesys Administrator Extension.

How do I troubleshoot Gplus Adapter

To troubleshoot screen pop and saveLog() method errors, refer to Troubleshooting Gplus Adapter Integration with Salesforce.

Gplus also enables you to view notifications of successful object creation on screen pop and activity task updates.

How do I access Gplus Adapter?

You can access Gplus Adapter by logging into Salesforce and clicking the phone icon at the bottom-left corner of the window (bottom-right for Classic users). You will see a pop-up window where you can login with your Genesys credentials and start using the complete set of Genesys contact center functionalities.

This page was last edited on July 29, 2022, at 15:31.
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