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To manage the call recording features of an agent, see [[ActiveRecordingSetup|Recording setup]].
 
To manage the call recording features of an agent, see [[ActiveRecordingSetup|Recording setup]].
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{{AnchorDiv|OpenMedia}}
 
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== Open Media items ==
 
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Open Media items are documents (for example, faxes or PDFs) that might be directed to you for handling while you are working on interactions of another type, such as email. Like in any other interaction, Adapter [[ScreenPop#Open_Media_items|screen pops]] the appropriate Salesforce record and creates an [[ActivityHistory#Open_Media_Activity_History|activity history]] in Salesforce for Open Media interactions that are handled by an agent.
 
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You can configure Open Media interactions for agents by using the options {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:openmedia-workitem-channels}}, {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-workitem-channels-can-use}}, and {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-openmedia-on-invite}}. See [[Documentation:HTCC:IWWDep:IntWorkitems|Workitems configuration]] for more options.
 
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:openmedia-workitem-channels}} option to specify the Open Media channels that are used by the agents.
 
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-workitem-channels-can-use}} option to give privilege to the agents to use all the Open Media channels.
 
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-openmedia-on-invite}} option to specify the screen pop timing.
 
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* Use the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-activity-log-enabled-openmedia-types}} option to specify whether activity histories are created in Salesforce for '''Inbound''' open media workitems.
 
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[[Category:V:HTCC:9.0.0DRAFT]]
 
[[Category:V:HTCC:9.0.0DRAFT]]

Revision as of 19:46, April 14, 2020

Gplus general features

Agent Status Display in Gplus Adapter

Agent status is obtained from Workspace Agent Desktop. Gplus Adapter displays agent status in the Utility Bar whether the Adapter window is minimized or maximized. This feature enables agents to monitor their Workspace Agent Desktop status even when the Adapter window is minimized.

Localization in Gplus Adapter

Gplus Adapter uses the same language that Salesforce is configured to display in unless the language is not supported by Workspace Agent Desktop. If Salesforce is configured to display in a language that is not supported by Workspace Agent Desktop, then Gplus Adapter displays in English.

Refer to Edit Your Language and Locale Settings for information about setting the display language in Salesforce Lightning.

Dock, undock, move, and resize Adapter

By default, the Adapter window launches in the bottom-left corner in the Salesforce environment.

Agents can move the Adapter window to a different location, undock (pop out) the window by clicking the Icon pop out.png icon in the top-right corner of the Adapter window and drag it where they want to place it. Once the window is undocked, agents can move or resize the window as needed.

Agents can dock (restore) the window back to its original position by clicking the Icon pop out.png icon.

Maximization events

If an agent has minimized Adapter to handle other tasks in Salesforce, the Adapter window is automatically maximized by the following events:

  • Receiving voice, chat, email, or workitem interactions
  • Releasing interactions
  • Marking Done interactions
  • Receiving connections error notifications
  • Receiving confirmation that an interaction has been added to the Genesys Universal Contact Server (UCS) database

Support for Genesys Interaction Recording

The Gplus Adapter console supports Genesys Interaction Recording (GIR). For an overview of Genesys Interaction Recording, see About Genesys Interaction Recording.

Genesys Interaction Recording is only supported for Voice channel and is not supported when Gplus Adapter is popped out of the Salesforce window.

To configure Genesys Interaction Recording for the Gplus Adapter, see Enable Screen Recording in the Genesys Interaction Recording Solution Guide. In this procedure, refer to the Integrating with Workspace Web Edition section.

To manage the call recording features of an agent, see Recording setup.

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