Documentation:HTCC:GPA:MigrateGPAtoWWE:8.5.2DRAFT

Migrating Gplus Adapter for Salesforce to Gplus Adapter for Salesforce - WWE option

The document contains the steps to remove Gplus Adapter for Salesforce (stripped down version of WWE inside of Salesforce) and install Gplus Adapter for Salesforce - WWE option (full-fledged version of WWE).

Removing GPlus Adapter for Salesforce Open Salesforce Setup and Search for "Call Centers"

Open Call Center settings and find your Call Center configured for GPlus Adapter for Salesforce. Click on the Delete button. Creating a GPlus Adapter URL

In the Agent Workspace URL, take the domain part and substitute it in the below URL: https://<domain-name>/ui/crm-workspace/index.html?crm=salesforce

Configuring GPlus Adapter for Salesforce - Workspace Web Edition(WWE)

Click the gear icon in the top right corner and then click Setup. Using the Quick Find field, search for and access the Call Centers setup page. Using the Import functionality, import the file from your computer. If you have not already downloaded the file, download it from here:

From the All Call Centers list, click the Call Center you just imported. For example, GPlus85. Take the Adapter URL that you built at the beginning of this article and enter it in the CTI Adapter URL field. Set compatibility mode to 'Classic_and_Lightning'. Save the changes. Adding users to Call Center

The next step after you setup your Adapter is to add users to your call center. You must add at least one user to your call center.

In the Call Centers setup page, click Manage Call Center Users. Click Add More Users. Search the interface to find the users you want to add to GPlus Adapter for Salesforce - Workspace Web Edition(WWE). Select the users you want to add and click Add to Call Center. Configuring the Utility bar

In the setup page, using the Quick Find field, search for and access the App Manager settings page. Create a new application by clicking New Lightning App. Follow the steps in New Lightning App creation procedure in Salesforce documentation. When creating a new Lightning app, follow the additional steps below to configure the utility items for your GPlus Adapter for Salesforce - Workspace Web Edition(WWE). In the App Options step, ensure that you select Console Navigation. GPlus Adapter for Salesforce - Workspace Web Edition(WWE) does not support Standard Navigation. In the Utility Items step, add Open CTI Softphone by clicking Add Utility Item. For the soft phone, you can modify the display properties such as Label, Panel Width and Panel Height. Select Start automatically to start loading the data when the Gplus Adapter first opens to ensure that it initializes immediately; otherwise, Gplus Adapter does not load until an agent first opens it from the Utility Bar. If GPlus Adapter for Salesforce - Workspace Web Edition(WWE) is not initialized immediately, then agents do not receive voice calls until they first open the application. Specify Navigation Items and User Profiles for the new Lightning app by referring to Salesforce documentation. Save the application. Using the CRM Adapter in Classic Mode If you wish to use it on classic mode, switch to classic mode and click on the phone option:

Now click on the phone button in the bottom right of the screen and GPlus Adapter for Salesforce - Workspace Web Edition(WWE) should popup: