Documentation:PSAAS:RN:GAL:Public

Gplus Adapter (V.9) for Salesforce

Important

Not all changes listed below may pertain to your deployment.

• July 16, 2020 (9.0.000.51)
• May 14, 2020 (9.0.000.48)
• March 26, 2020 (9.0.000.47)
• January 23, 2020 (9.0.000.43 UPDATE)
• October 24, 2019 (9.0.000.33)
• September 26, 2019 (9.0.000.30)
• Known Issues

July 16, 2020 (9.0.000.51)

What's New

Browser-based WebRTC

• Gplus Adapter supports now WebRTC capabilities of the Chrome and Firefox browsers.

Run Salesforce Apex

• Gplus Adapter can execute Salesforce Apex initiated by the Genesys interaction events. Configure this feature by using the Run Salesforce Apex on Interaction Events option in Agent Setup.

Service Client API support

• Gplus Adapter supports the Service Client API for custom integrations between Salesforce and Genesys. Configure this feature by using the Salesforce Message Channel Name for Service Client API option in Agent Setup.

Activity log record from Click-To-Dial

• Gplus Adapter obtains the Salesforce Object ID from a Click-To-Dial outbound call and then creates and associates an activity log record with the object from which the call was dialed.

May 14, 2020 (9.0.000.48)

What's New

Status display

• The Gplus Adapter button in the Salesforce Lightning Utility Bar now displays the current status of an agent obtained from Workspace Agent Desktop. If Gplus Adapter is minimized, it still reflects changes to the current status.

March 26, 2020 (9.0.000.47)

What's New

Salesforce object search by DNIS

• Gplus Adapter passes DNIS (the number that the caller dialed) from the voice interaction to search the Salesforce objects and screen pop matching record. This feature is configured by Use DNIS in Screen Pop Search in Agent Setup.

DNIS pre-processing and screen pop

• Gplus Adapter pre-processes DNIS (the number that the caller dialed) before searching the Salesforce objects This feature is configured by Use DNIS in Screen Pop Search and Screen Pop Preprocessing Rule in Agent Setup.

Activity log on screen pop

• Gplus Adapter creates an activity log on screen pop in the matching Salesforce record. This feature is configured by Activity Log on Screen Pop in Agent Setup.

Chrome v80 SameSite cookie support

• Gplus Adapter now supports the Chrome v80 SameSite cookie attribute processing changes.

Custom status when creating task

• Gplus Adapter can now save a custom value in the Salesforce activity log status field. This feature is configured by Salesforce Activity Log Status in Agent Setup.

Screen pop by Object Type

• Gplus Adapter can now screen pop different object types for voice interactions. This feature is configured by Screen Pop object type in Agent Setup. Available object types are:
  • FLOW: Specify Screen Pop Flow.
  • URL: Specify Screen Pop URL.
  • OBJECTHOME: Specify Screen Pop Object Home section name.
  • LIST: Specify Screen Pop List section name.
  • SEARCH: Specify Screen Pop Search section name.
  • NEW_RECORD_MODAL: Specify Screen Pop New Record section name.

January 23, 2020 (9.0.000.43 UPDATE)

What's New

Search for Salesforce objects

• The search for Salesforce objects to link a new activity log to has been improved.

October 24, 2019 (9.0.000.33)

What's New

Open Media activity history

• Adapter allows you to specify Open Media (Workitem) interaction type to enable or disable activity history entries creation in Salesforce.

Gplus Adapter with Salesforce Single sign-on (SSO) identity provider

• Simplify your agent login process by using Salesforce as your single sign-on (SSO) identity provider (IDP). Now your agent only has to provide their Username to log in to Gplus Adapter after they have logged into Salesforce.

September 26, 2019 (9.0.000.30)

What's New

Initial Release

• Gplus Adapter now integrates the new Agent Desktop.
• Gplus Adapter is compliant with Salesforce Lightning Open CTI.
• Gplus Adapter agents can now handle voice interactions through the Genesys Softphone in Connector Mode.
• Gplus Adapter keeps the session established between Genesys Server and Salesforce by verifying the session at regular intervals.

Voice

• The following features are supported for voice interactions:
  • Screen pop for making and receiving calls, consultations, transfers and conferences.
  • Screen pop on ringing and established event.
  • Creating activity history in Salesforce record for voice interactions on Mark Done.
  • Saving Salesforce Object attributes to Genesys key-value pairs (KVP) on Mark Done.
  • Click-to-Dial from Salesforce Phone fields.
  • Associating voice interactions with Genesys Contacts Server.
  • Supports custom Subject field for voice activity history with templates.

Chat

• The following features are supported for chat interactions:
  • Screen pop on chat event invite and chat acceptance.
  • Creating activity history in Salesforce record for chat interactions on Mark Done.
  • Associating chat interactions with Genesys Contacts Server.
  • Supports populating chat transcript in a custom activity field.
  • Supports custom Subject field for chat activity history with templates.
• Integration with Genesys Digital Channels Asynchronous chat.
  • Screen pop on chat event invite and chat acceptance.
  • Creating activity history in Salesforce record for chat interactions on Mark Done.
  • Associating chat interactions with Genesys Contacts Server.
  • Supports populating chat transcript in a custom activity field.
  • Supports custom Subject field for chat activity history with templates.

Email

• The following features are supported for email interactions:
  • Screen pop on email event invite and email acceptance.
  • Creating activity history in Salesforce record for email interactions on Mark Done.
  • Storing the email body as part of activity description.
  • Associating email interactions with Genesys Contacts Server.

Outbound Campaign

• The following features are supported for Outbound campaign interactions
  • Screen pop for Push and Pull Previews.
  • Creating activity history in Salesforce record for Outbound calls established through the Push and Pull Preview modes.

Open Media

• The following features are supported for open media interactions:
  • Screen pop on workitem event invite and workitem acceptance.
  • Creating activity history in Salesforce record for workitem interactions on Mark Done.
  • Genesys iWD workitems are saved to workbins, activity history, and so on.

Genesys Interaction Recording

• Gplus Adapter features are supported for Genesys Interaction Recording for voice.

If you're looking to migrate to Gplus Adapter 9.0, follow the steps explained in the migration procedure.

Known Issues

• There are currently no known issues.