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= Gplus Adapter for Salesforce=
 
= Gplus Adapter for Salesforce=
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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. The adapter also includes features such as:
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==Deployment and Configuration Guide==
 
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This document outlines the steps required to install and configure the Genesys Gplus Adapter for Salesforce package.
 
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[[GplusSalesforceDeploy|Deployment Guide]] Deployment instructions
 
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[[GplusSalesforceConfig|Configuration Guide]] Configuration instructions
 
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==Related Documentation==
 
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[[Documentation:HTCC:GPA:AdminHelp:8.5.2|Admin User Guide]] Administrator instructions
 
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[[Documentation:HTCC:GPA:AgentHelp:8.5.2|Agent User Guide]] Agent instructions
 
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= Gplus Adapter for Salesforce Administrator's User Guide=
 
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Welcome to the ''G''plus'' Adapter for Salesforce''. These topics provide an overview of G''plus'' Adapter for Salesforce and are intended for use by administrators and agents. These topics also describe the product functionality and the user interfaces (UI).
 
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==What is G''plus'' Adapter for Salesforce?==
 
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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.
 
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==Features==
 
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Some of the main features of G''plus'' Adapter for Salesforce include:
 
 
* Setting your state
 
* Setting your state
 
* Making outbound calls
 
* Making outbound calls
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* Handling inbound calls
 
* Handling inbound calls
  
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=Prerequisites=
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Gplus Adapter for Salesforce is included as part of the Workspace Web Edition & Web Services installation package, but there are some other tasks you have to complete in order to get the adapter up and running in your Salesforce environment.
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#[[InstallingAndDeploying|Install and configure Workspace Web Edition & Web Services.]]
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For detailed information about how to install and configure Workspace Web Edition & Web Services for Salesforce, start with the following topics:
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<ol type="a"><li>{{Editgrn_open}}Make sure you set up SSL &mdash; the adapter won't work without it.{{Editgrn_close}}</li>
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#[[GplusSalesforceDeploy|Install and configure the adapter in Salesforce.]]
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*[[Documentation:HTCC:Dep:InstallationProcedures:8.5.2|Install Workspace Web Edition & Web Services]]
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#[[GplusSalesforceConfig|Review the configuration options.]]
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*[[Documentation:HTCC:Dep:ConfigurationPremise:8.5.2|Configuring Workspace Web Edition & Web Services]]
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#[[GenesysConfig|Set the appropriate Genesys data for your environment.]]
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#[[ConfigScreenPop|Configure screen popups.]]
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#[[Documentation:HTCC:GPA:Welcome|Refer to the Gplus Adapter for Salesforce User Guide for information about how to work with the adapter.]]
  
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==Outbound==
 
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To enable outbound functionality for the functionality, you will need:
 
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* A working outbound solution
 
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* The [[Documentation:HTCC:API:Features#Supported_Features|api-voice-outbound]] feature should be included in the <tt>feature-defintions.json</tt> file and set <tt>autoAssignOnContactCenterCreate:true</tt> for premise implementations.
 
  
  
 
[[Category:V:HTCC:8.5.2DRAFT]]
 
[[Category:V:HTCC:8.5.2DRAFT]]

Revision as of 14:35, March 10, 2015

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. The adapter also includes features such as:

  • Setting your state
  • Making outbound calls
  • Transferring calls to other agents
  • Handling inbound calls

Gplus Adapter for Salesforce is included as part of the Workspace Web Edition & Web Services installation package, but there are some other tasks you have to complete in order to get the adapter up and running in your Salesforce environment.

  1. Install and configure Workspace Web Edition & Web Services.
  1. Make sure you set up SSL — the adapter won't work without it.
    1. Install and configure the adapter in Salesforce.
    2. Review the configuration options.
    3. Set the appropriate Genesys data for your environment.
    4. Configure screen popups.
    5. Refer to the Gplus Adapter for Salesforce User Guide for information about how to work with the adapter.
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