salesforce.activity-log.enabled-openmedia-types
Section: crm-adapter
Default Value: Inbound
Valid Values: Open media (workitem) types (Inbound) or leave empty to disable all activity creation.
Changes Take Effect: When the session is started or restarted.
Introduced: 9.0.0
Specifies the open media (workitem) types Adapter should create activity history entries for in Salesforce.
screenpop.openmedia.on-invite
Section: crm-adapter
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 9.0.0
Specifies whether Adapter initiates a screen pop in Salesforce immediately after displaying the open media invite notification. If the option is not set or false, Adapter initiates a screen pop only when the agent accepts the open media invite. This option supports the open media items configured in the openmedia.workitem-channels option.
privilege.workitem-channels.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Related Options: openmedia.workitem-channels
Enables agents to use all WorkItem channels configured in the openmedia.workitem-channels option.
openmedia.workitem-channels
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of valid Media Types.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the list of Workitem channels an agent may use.
screenpop.openmedia.on-invite
Section: crm-adapter
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 9.0.0
Specifies whether Adapter initiates a screen pop in Salesforce immediately after displaying the open media invite notification. If the option is not set or false, Adapter initiates a screen pop only when the agent accepts the open media invite. This option supports the open media items configured in the openmedia.workitem-channels option.
privilege.workitem-channels.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Related Options: openmedia.workitem-channels
Enables agents to use all WorkItem channels configured in the openmedia.workitem-channels option.
openmedia.workitem-channels
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of valid Media Types.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the list of Workitem channels an agent may use.
| Line 8: | Line 8: | ||
Refer to [https://help.salesforce.com/articleView?id=usersetup_lang_time_zone.htm&type=5 Edit Your Language and Locale Settings] for information about setting the display language in Salesforce Lightning. | Refer to [https://help.salesforce.com/articleView?id=usersetup_lang_time_zone.htm&type=5 Edit Your Language and Locale Settings] for information about setting the display language in Salesforce Lightning. | ||
| + | |||
| + | ==Dock, undock, move, and resize Adapter== | ||
| + | By default, the Adapter window launches in the bottom-left corner in the Salesforce environment. | ||
| + | |||
| + | Agents can move the Adapter window to a different location, undock (pop out) the window by clicking the [[File:icon_pop_out.png|link=]] icon in the top-right corner of the Adapter window and drag it where they want to place it. Once the window is undocked, agents can move or resize the window as needed. | ||
| + | |||
| + | Agents can dock (restore) the window back to its original position by clicking the [[File:icon_pop_out.png|link=]] icon. | ||
==Maximization events== | ==Maximization events== | ||
Revision as of 19:43, April 14, 2020
Gplus general features
Agent Status Display in Gplus Adapter
Agent status is obtained from Workspace Agent Desktop. Gplus Adapter displays agent status in the Utility Bar whether the Adapter window is minimized or maximized. This feature enables agents to monitor their Workspace Agent Desktop status even when the Adapter window is minimized.
How do I setup localization in Gplus Adapter?
Gplus Adapter uses the same language that Salesforce is configured to display in unless the language is not supported by Workspace Agent Desktop. If Salesforce is configured to display in a language that is not supported by Workspace Agent Desktop, then Gplus Adapter displays in English.
Refer to Edit Your Language and Locale Settings for information about setting the display language in Salesforce Lightning.
Dock, undock, move, and resize Adapter
By default, the Adapter window launches in the bottom-left corner in the Salesforce environment.
Agents can move the Adapter window to a different location, undock (pop out) the window by clicking the 
icon in the top-right corner of the Adapter window and drag it where they want to place it. Once the window is undocked, agents can move or resize the window as needed.
Agents can dock (restore) the window back to its original position by clicking the icon.
Maximization events
If an agent has minimized Adapter to handle other tasks in Salesforce, the Adapter window is automatically maximized by the following events:
- Receiving voice, chat, email, or workitem interactions
- Releasing interactions
- Marking Done interactions
- Receiving connections error notifications
- Receiving confirmation that an interaction has been added to the Genesys Universal Contact Server (UCS) database
Support for Genesys Interaction Recording
The Gplus Adapter console supports Genesys Interaction Recording (GIR). For an overview of Genesys Interaction Recording, see About Genesys Interaction Recording.
Genesys Interaction Recording is only supported for Voice channel and is not supported when Gplus Adapter is popped out of the Salesforce window.
To configure Genesys Interaction Recording for the Gplus Adapter, see Enable Screen Recording in the Genesys Interaction Recording Solution Guide. In this procedure, refer to the Integrating with Workspace Web Edition section.
To manage the call recording features of an agent, see Recording setup.
Open Media items
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 screen pops the appropriate Salesforce record and creates an activity history in Salesforce for Open Media interactions that are handled by an agent.
You can configure Open Media interactions for agents by using the options openmedia.workitem-channels, privilege.workitem-channels.can-use, and screenpop.openmedia.on-invite. See Workitems configuration for more options.
- Use the openmedia.workitem-channels option to specify the Open Media channels that are used by the agents.
- Use the privilege.workitem-channels.can-use option to give privilege to the agents to use all the Open Media channels.
- Use the screenpop.openmedia.on-invite option to specify the screen pop timing.
- Use the salesforce.activity-log.enabled-openmedia-types option to specify whether activity histories are created in Salesforce for Inbound open media workitems.