Documentation:HTCC:Dep:DeployGplusSalesforce:8.5.2DRAFT

Gplus Adapter for Salesforce

The Gplus Adapter for Salesforce is an integrated solution that enables Salesforce users to handle contact center interactions seamlessly within Salesforce. The adapter is part of the Genesys Gplus Adapters, which provide out-of-the-box, pre-packaged, and vendor-validated solutions that integrate Genesys’ Customer Experience Platform to the leading CRM solutions. It's included as part of the Workspace Web Edition & Web Services installation package.

The adapter provides a single integrated agent desktop experience that offers rich data integration for screen pops and dispositioning. It presents complete customer information at a glance to more effectively serve customers in Salesforce Classic or Salesforce Console. The adapter leverages the Genesys Web Services API and the Salesforce Open CTI API.

The adapter is available in two modes:

• Standard Mode provides a smaller interface designed for Salesforce Classic, although it also works in Salesforce Console.
• Workspace Web Edition Mode provides the full Workspace Web Edition interface and is only available in Salesforce Console.

In Standard Mode, the adapter is available in either Salesforce Classic and Salesforce Console. It provides voice and chat functionality, along with Salesforce-specific features such as updating activity history, screen pops, and click-to-dial.

Browser Support

The adapter supports the following web browsers in Standard Mode:

• Microsoft Internet Explorer 10+, running on Windows
• Google Chrome 31+, running on Windows and OS X 7+
• Firefox 34+, running on Windows and OS X 7+

Deployment Tasks

Complete the following tasks to install and configure Gplus Adapter for Salesforce in Standard Mode in your Genesys environment and in Salesforce.

1. Install and configure Workspace Web Edition & Web Services.
   1. Make sure you set up SSL for Jetty — the adapter won't work without it. For more information about configuring SSL, see https://wiki.eclipse.org/Jetty/Howto/Configure_SSL
   2. If you want the adapter to use single sign-on, make sure you Configure SAML in Workspace Web Edition & Web Services. (You'll also need to add a special parameter to the CTI Adapter URL field in Step 4 of Configuring the Adapter in Salesforce.)
2. Install and configure the adapter in Salesforce.
3. Configure the adapter in your Genesys environment.
4. Refer to the Gplus Adapter for Salesforce User Guide for information about how to work with the adapter.

In Workspace Web Edition Mode, the adapter is available in Salesforce Console only. It provides all the functionality available in Workspace Web Edition, along with additional Salesforce-specific features such as updating activity history, screen pops, and click-to-dial.

Browser Support

The adapter supports the following web browsers in Workspace Web Edition Mode:

• Microsoft Internet Explorer 11+
• Firefox 31+
• Google Chrome 30+

Deployment Tasks

Complete the following tasks to install and configure the adapter in Workspace Web Edition Mode in your Genesys environment and in Salesforce.

1. Install and configure Workspace Web Edition & Web Services.
   1. Make sure you set up SSL for Jetty — the adapter won't work without it. For more information about configuring SSL, see https://wiki.eclipse.org/Jetty/Howto/Configure_SSL
   2. If you want the adapter to use single sign-on, make sure you Configure SAML in Workspace Web Edition & Web Services. (You'll also need to add a special parameter to the CTI Adapter URL field in Step 4 of Configuring the Adapter in Salesforce.)
2. Configure Workspace Web Edition. The following Worksapce Web Edition features are supported by the adapter in Workspace Web Edition Mode:
   • Voice
   • Chat
   • Email
   • Outbound Preview
   • Voice and Chat Supervision (monitoring, coaching, barge-in)

   Don't forget to test and confirm that your Workspace Web Edition configuration is valid and your required features are enabled.

3. Install and configure the adapter in Salesforce.
4. Configure the adapter in your Genesys environment.
5. Refer to the Gplus Adapter for Salesforce User Guide for information about how to work with the adapter.