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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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| − |
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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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| − |
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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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| − |
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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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| − |
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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]] |
Gplus Adapter for Salesforce
Deployment and Configuration Guide
This document outlines the steps required to install and configure the Genesys Gplus Adapter for Salesforce package.
Related Documentation
Gplus Adapter for Salesforce Administrator's User Guide
Welcome to the Gplus Adapter for Salesforce. These topics provide an overview of Gplus Adapter for Salesforce and are intended for use by administrators and agents. These topics also describe the product functionality and the user interfaces (UI).
What is Gplus Adapter for Salesforce?
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.
Features
Some of the main features of Gplus Adapter for Salesforce include:
- Setting your state
- Making outbound calls
- Transferring calls to other agents
- Handling inbound calls
About This User's Guide
The following topic explains the product functionality of Gplus Adapter for Salesforce:
Prerequisites
For detailed information about how to install and configure Workspace Web Edition & Web Services for Salesforce, start with the following topics:
