interaction.case-data.is-read-only-on-idle
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
If the value of this option is true, changes to the case data after a voice interaction has been released are prevented. When some values are modified or added after the voice call is released, the update is pushed to back-end as a User Event when agent clicks Mark Done. This option can be overridden by a routing strategy as described in this Deployment Guide.
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=Configuring Screen Pops= | =Configuring Screen Pops= | ||
Screen pop displays a relevant record or a search results list from Salesforce for an Agent to choose when they are performing an inbound, outbound or open media interaction. | Screen pop displays a relevant record or a search results list from Salesforce for an Agent to choose when they are performing an inbound, outbound or open media interaction. | ||
| − | You can setup how you want to display the screen pops by configuring the adapter with specific options. | + | You can setup how you want to display the screen pops by configuring the adapter with specific options. |
| + | |||
| + | ==Configuring screen pops in Salesforce== | ||
| + | {{Editgrn_open}}Section pulled from small adapter documentation. Is it correct to include this content here?{{Editgrn_close}} | ||
| + | To set up this functionality in Salesforce, login and go to '''Setup > Customize > Call Center > SoftPhone Layouts''' to create a SoftPhone Layout. Check out the {{#Widget:ExtLink|link=https://help.salesforce.com/HTViewHelpDoc?id=cti_admin_phonelayoutscreate.htm&language=en_US|displaytext=Salesforce documentation}} for details about configuration. | ||
| + | |||
| + | In general, there are a couple of things to consider when you set up a SoftPhone Layout for the adapter: | ||
| + | |||
| + | * The Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, the adapter gets this information from [[Documentation:HTCC:IWWDep:OutboundContact|toast and case data]] you configure in the Genesys environment. | ||
| + | * Make sure you configure the '''Screen Pop Settings''' in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page. | ||
| + | |||
| + | ==Configuring screen pops in Genesys== | ||
| + | You can configure screen pop settings for calls, chats, emails, and open media interactions from within Genesys environment. You can also configure how the adapter displays screen pop when a call or chat is transferred or merged in a conference. | ||
=== Calls === | === Calls === | ||
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{{NoteFormat|You can also enable this feature for internal calls with the [[GPAConfig#screenpop.enable-for-internal-calls|screenpop.enable-for-internal-calls]] option.}} | {{NoteFormat|You can also enable this feature for internal calls with the [[GPAConfig#screenpop.enable-for-internal-calls|screenpop.enable-for-internal-calls]] option.}} | ||
| + | ==== How screen pop records are retrieved from Salesforce? ==== | ||
Here's the default way the adapter determines what to ask Salesforce to show in the screen pop: | Here's the default way the adapter determines what to ask Salesforce to show in the screen pop: | ||
<ul> | <ul> | ||
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<li>If there are no "id_" keys, no ANI, and no "cti_" keys, then the adapter doesn't send a screen pop request. </li> | <li>If there are no "id_" keys, no ANI, and no "cti_" keys, then the adapter doesn't send a screen pop request. </li> | ||
</ul> | </ul> | ||
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| − | |||
Alternatively, you can configure the expressions the adapter uses to match screen pop UserData keys for the ID and search fields using the [[GPAConfig#screenpop.id-key-regex|screenpop.id-key-regex]] and [[GPAConfig#screenpop.search-key-regex|screenpop.search-key-regex]] options, respectively. Note that these options only change the criteria by which keys are matched from UserData. The existing logic and order between ID-based screen pop and search are unchanged (see the bullet points above). If you use these regular expression options to match your own ID key, then you should also make sure to set the [[GPAConfig#screenpop.transfer-object-key|screenpop.transfer-object-key]] so that screen pop works with in-focus page transfers. | Alternatively, you can configure the expressions the adapter uses to match screen pop UserData keys for the ID and search fields using the [[GPAConfig#screenpop.id-key-regex|screenpop.id-key-regex]] and [[GPAConfig#screenpop.search-key-regex|screenpop.search-key-regex]] options, respectively. Note that these options only change the criteria by which keys are matched from UserData. The existing logic and order between ID-based screen pop and search are unchanged (see the bullet points above). If you use these regular expression options to match your own ID key, then you should also make sure to set the [[GPAConfig#screenpop.transfer-object-key|screenpop.transfer-object-key]] so that screen pop works with in-focus page transfers. | ||
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=== Chats === | === Chats === | ||
| − | When an agent receives a chat invite from a user, the adapter initiates a screen pop | + | When an agent receives a chat invite from a user, the adapter initiates a screen pop based on the value set in the [[GPAConfig#screenpop.chat.on-invite|screenpop.chat.on-invite]] option. |
| + | * When the option value is set to <tt>true</tt>, the adapter displays the screen pop on chat invite. | ||
| + | * When the option value is set to <tt>false</tt> or the option is not available, the adapter displays the screen pop only when you accept the invitation for chat interaction. | ||
=== Emails === | === Emails === | ||
| − | When an agent receives an email invite from a user, the adapter initiates a screen pop | + | When an agent receives an email invite from a user, the adapter initiates a screen pop based on the value set in the [[GPAConfig#screenpop.email.on-invite|screenpop.email.on-invite]] option. |
| + | * When the option value is set to <tt>true</tt>, the adapter displays the screen pop on email invite. | ||
| + | * When the option value is set to <tt>false</tt> or the option is not available, the adapter displays the screen pop only when you accept the invitation for email interaction. | ||
===Open Media Items === | ===Open Media Items === | ||
| − | When an agent receives an open media invite from a user, the adapter initiates a screen pop | + | When an agent receives an open media invite from a user, the adapter initiates a screen pop based on the value set in the [[GPAConfig#screenpop.openmedia.on-invite|screenpop.openmedia.on-invite]] option. |
| − | + | * When the option value is set to <tt>true</tt>, the adapter displays the screen pop on open media invite. | |
| − | + | * When the option value is set to <tt>false</tt> or the option is not available, the adapter displays the screen pop only when you accept the invitation for open media interaction. | |
| + | ==Screen pop settings for conference or transfer interactions== | ||
When an agent performs a chat conference or transfer, the adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This makes sure that the agent who receives the conference or transfer gets a screen pop for the most relevant object. | When an agent performs a chat conference or transfer, the adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This makes sure that the agent who receives the conference or transfer gets a screen pop for the most relevant object. | ||
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* There are no matches for the initial screen pop search and the agent creates a new record. | * There are no matches for the initial screen pop search and the agent creates a new record. | ||
| − | + | You can enable this feature by setting the [[GPAConfig#salesforce.enable-in-focus-page-transfer|salesforce.enable-in-focus-page-transfer]] option to <tt>true</tt>. | |
When the adapter updates the UserData, any existing UserData keys that begin with "id_" or "cti_" are removed and a new key, called "id_transfer_object", is added with the object ID of the focused page. If the focused page doesn't correspond to a Salesforce object, the adapter does not make an update and the existing UserData is sent with the conference or transfer request. | When the adapter updates the UserData, any existing UserData keys that begin with "id_" or "cti_" are removed and a new key, called "id_transfer_object", is added with the object ID of the focused page. If the focused page doesn't correspond to a Salesforce object, the adapter does not make an update and the existing UserData is sent with the conference or transfer request. | ||
Revision as of 11:10, March 6, 2019
Configuring Screen Pops
Screen pop displays a relevant record or a search results list from Salesforce for an Agent to choose when they are performing an inbound, outbound or open media interaction. You can setup how you want to display the screen pops by configuring the adapter with specific options.
Configuring screen pops in Salesforce
Section pulled from small adapter documentation. Is it correct to include this content here? To set up this functionality in Salesforce, login and go to Setup > Customize > Call Center > SoftPhone Layouts to create a SoftPhone Layout. Check out the Salesforce documentation for details about configuration.
In general, there are a couple of things to consider when you set up a SoftPhone Layout for the adapter:
- The Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, the adapter gets this information from toast and case data you configure in the Genesys environment.
- Make sure you configure the Screen Pop Settings in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page.
Configuring screen pops in Genesys
You can configure screen pop settings for calls, chats, emails, and open media interactions from within Genesys environment. You can also configure how the adapter displays screen pop when a call or chat is transferred or merged in a conference.
Calls
When an agent receives an external call, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. See Configuring screen pops in Salesforce for details. By default, the adapter initiates the screen pop when the call is established, but you can set the screenpop.on-ringing option to initiate a screen pop when the call is ringing instead.
How screen pop records are retrieved from Salesforce?
Here's the default way the adapter determines what to ask Salesforce to show in the screen pop:
- If the UserData for the call has key(s) with the prefix "id_" (such as "id_SalesforceCaseId"), then the first value the adapter finds is sent in the screen pop request to Salesforce.
- If the UserData does not include any "id_" keys, the adapter builds a search string using a combination of the ANI, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber"). You can specify whether the search should include the ANI by setting the screenpop.include-ani-in-search option.
- If there are no "id_" keys, no ANI, and no "cti_" keys, then the adapter doesn't send a screen pop request.
Alternatively, you can configure the expressions the adapter uses to match screen pop UserData keys for the ID and search fields using the screenpop.id-key-regex and screenpop.search-key-regex options, respectively. Note that these options only change the criteria by which keys are matched from UserData. The existing logic and order between ID-based screen pop and search are unchanged (see the bullet points above). If you use these regular expression options to match your own ID key, then you should also make sure to set the screenpop.transfer-object-key so that screen pop works with in-focus page transfers.
Chats
When an agent receives a chat invite from a user, the adapter initiates a screen pop based on the value set in the screenpop.chat.on-invite option.
- When the option value is set to true, the adapter displays the screen pop on chat invite.
- When the option value is set to false or the option is not available, the adapter displays the screen pop only when you accept the invitation for chat interaction.
Emails
When an agent receives an email invite from a user, the adapter initiates a screen pop based on the value set in the screenpop.email.on-invite option.
- When the option value is set to true, the adapter displays the screen pop on email invite.
- When the option value is set to false or the option is not available, the adapter displays the screen pop only when you accept the invitation for email interaction.
Open Media Items
When an agent receives an open media invite from a user, the adapter initiates a screen pop based on the value set in the screenpop.openmedia.on-invite option.
- When the option value is set to true, the adapter displays the screen pop on open media invite.
- When the option value is set to false or the option is not available, the adapter displays the screen pop only when you accept the invitation for open media interaction.
Screen pop settings for conference or transfer interactions
When an agent performs a chat conference or transfer, the adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This makes sure that the agent who receives the conference or transfer gets a screen pop for the most relevant object.
This can be helpful when:
- There are multiple matches for a screen pop search initially and the agent has to select between them.
- There are no matches for the initial screen pop search and the agent creates a new record.
You can enable this feature by setting the salesforce.enable-in-focus-page-transfer option to true.
When the adapter updates the UserData, any existing UserData keys that begin with "id_" or "cti_" are removed and a new key, called "id_transfer_object", is added with the object ID of the focused page. If the focused page doesn't correspond to a Salesforce object, the adapter does not make an update and the existing UserData is sent with the conference or transfer request.
If you configured your environment to use a key other than "id_" or "cti_" (basically if you need to set the screenpop.id-key-regex option as described in Screen pop), then you must also set the screenpop.transfer-object-key to your custom key in order for screen pop to work. The adapter will add the key you specify in this option instead of "id_transfer_object".
Attached data
You can configure the adapter to save the ID, name, and type of the focused Salesforce object to attached data when an agent clicks Mark Done. To do this, set salesforce.user-data.object-id-key, salesforce.user-data.object-name-key, and salesforce.user-data.object-type-key to the keys you want the adapter to use when saving the ID, name, and type. Also, make sure the Workspace Web Edition option interaction.case-data.is-read-only-on-idle is set to false.
You should consider setting these options if you want to make sure the ID, name, or type is added to attached data when agents create a new object during a call.