salesforce.run-apex.class
Section: crm-adapter
Default Value: No default value
Valid Values: Apex Class Name
Changes Take Effect:
Dependencies: salesforce.run-apex.events
Introduced: 9.0.000.51
Specifies the name of the Saleforce Apex Class that is to be executed based on the events specified by the salesforce.run-apex.events option.
salesforce.run-apex.events
Section: crm-adapter
Default Value: No default value
Valid Values: RINGING, DIALING, ESTABLISHED, RELEASED, INVITED, ACCEPTED, CREATED, REMOVED
Changes Take Effect:
Dependencies: salesforce.run-apex.class
Introduced: 9.0.000.51
Modified: 9.0.000.94
Specifies the list of one or more Genesys interaction events that trigger Salesforce Apex Code specified by the salesforce.run-apex.class option to run.
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| − | Configure which events you want to trigger runApex code by using the | + | Configure which events you want to trigger runApex code by using the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-run-apex-events}} option. |
| − | + | Configure the name of the custom Apex Class to execute by using the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-run-apex-class}} option. | |
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Revision as of 19:28, May 20, 2020
Configuring and Using General Features
Gplus Adapter integrates Genesys interaction handling capabilities into Salesforce. The Adapter window is accessed through the Adapter button in the Salesforce Utility Bar. The Adapter window displays agent status at all times. The Adapter window can be docked, undocked, moved, resized, minimized, and maximized. Some Genesys interactions events cause the Adapter window to be maximized automatically.
Agent Status Display in Gplus Adapter
Gplus Adapter displays agent status in the Utility Bar whether the Adapter window is minimized or maximized. Agent status is obtained from Workspace Agent Desktop. This feature enables agents to monitor their status even when the Adapter window is minimized.
Dock, undock, move, and resize Adapter
By default, the Adapter window launches in the bottom-left corner in the Salesforce Utility Bar.
Agents can undock the Adapter window then move it to a different location. To undock (pop out) the window, they click the 
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.
Interaction Events causing the Adapter window to Maximize
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
Interaction Events triggering Salesforce Apex code
If you use Salesforce Apex Code to customize Salesforce, you can use runApex() to execute Salesforce Apex Code based on the following Workspace Web Edition (Agent Desktop) events.
| Name | Type | Description |
|---|---|---|
| DIALING | string | An outbound call is ringing. |
| ESTABLISHED | string | A call is established. |
| RELEASED | string | A call is released. |
| RINGING | string | An inbound call is ringing. |
Configure which events you want to trigger runApex code by using the salesforce.run-apex.events option.
Configure the name of the custom Apex Class to execute by using the salesforce.run-apex.class option.
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.