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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 /> | | {{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 /> |
| − | Contact your Genesys Professional Services representative to obtain the correct domain name.|1}}
| + | |1}} |
| − | 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:
| + | == How do I setup Gplus Adapter in Salesforce Lightning? == |
| − | * Receiving voice, chat, email, or workitem interactions
| + | You can setup Gplus Adapter by following the procedures described in [[GPlusSalesforceLightning|Integrating Gplus Adapter in Salesforce]]. |
| − | * 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?'''
| + | == How do I migrate Gplus Adapter from an earlier version? == |
| − | 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}}
| + | Follow [[GPlusMigration90|this procedure]] to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce Lightning. |
| − | == 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.
| + | == How do I configure Gplus Adapter functionality? == |
| | + | First set up corresponding Salesforce objects and configurations, then set [[GPAConfig|Gplus options]] in Genesys Administrator Extension. |
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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.
| + | You can configure the following Salesforce functionality: |
| − | * 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. | + | * [[GPSSO|SSO]] |
| − | * Use the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-openmedia-on-invite}} option to specify the screen pop timing. | + | * [[ClicktoDial|Click-to-dial]] |
| − | * 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.
| + | * [[ScreenPop|Screen Pop]] |
| − | | + | * [[ActivityHistory|Activity History]] |
| − | {{AnchorDiv|Recording}}
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| − | == Support for Genesys Interaction Recording ==
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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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| − | 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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| − | 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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| − | To manage the call recording features of an agent, see [[ActiveRecordingSetup|Recording setup]].
| + | == 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. 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. |
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| | [[Category:V:HTCC:9.0.0]] | | [[Category:V:HTCC:9.0.0]] |
Configuring Gplus Adapter for Salesforce Lightning
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.
See the Web Services and Applications topic in the Supported Operating Environment Reference 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
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.
How do I migrate Gplus Adapter from an earlier version?
Follow this procedure to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce Lightning.
How do I configure Gplus Adapter functionality?
First set up corresponding Salesforce objects and configurations, then set Gplus options in Genesys Administrator Extension.
You can configure the following Salesforce functionality:
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. 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.
