Documentation:HTCC:GPA:Welcome:8.5.2DRAFT

Gplus Adapter for Salesforce User Guide

Content TBD

RESTRICTED

Important

This is restricted release documentation, and therefore is subject to change and is not complete. Some features that are described in this section might not be fully implemented in the application.

Welcome to the Gplus Adapter for Salesforce User Guide. 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.

About This User's Guide

The following topics explain the product functionality of Gplus Adapter for Salesforce:

• Managing Myself
• Managing My Interactions
• Managing Voice Tasks