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If you want to enable Gplus Adapter in Salesforce Lightning after you install and configure the adapter in Salesforce, go [[GPlusSalesforceDeployLightning|here]].
 
If you want to enable Gplus Adapter in Salesforce Lightning after you install and configure the adapter in Salesforce, go [[GPlusSalesforceDeployLightning|here]].
  
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==Installing the adapter in Salesforce==
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==Installing the adapter in Salesforce (fresh installation)==
 
'''Prerequisites'''
 
'''Prerequisites'''
 
* [[InstallingAndDeploying|You have installed and configured Web Services.]]
 
* [[InstallingAndDeploying|You have installed and configured Web Services.]]
 
* You have set up SSL for Jetty<!--Workspace Web Edition & Web Services-->. For more information, see {{#Widget:ExtLink|link=https://wiki.eclipse.org/Jetty/Howto/Configure_SSL|displaytext=Configure SSL}}.
 
* You have set up SSL for Jetty<!--Workspace Web Edition & Web Services-->. For more information, see {{#Widget:ExtLink|link=https://wiki.eclipse.org/Jetty/Howto/Configure_SSL|displaytext=Configure SSL}}.
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'''Start'''
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== Creating a Gplus Adapter URL ==
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<ol>
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From the Agent Workspace URL, copy the domain name and substitute it in the following URL:
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<li>Open the following URL to install the latest Gplus Adapter for Salesforce package in Salesforce: {{#Widget:ExtLink|link=https://login.salesforce.com/packaging/installPackage.apexp?p0=04to0000000C3VD|displaytext=https://login.salesforce.com/packaging/installPackage.apexp?p0=04to0000000C3VD}}
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<br/>
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<tt>https://<domain-name>/ui/crm-workspace/index.html?crm=salesforce</tt>
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If you're not logged in, Salesforce prompts for your username and password.
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{{NoteFormat|The Salesforce installation package includes a call center definition. If you need to create additional call centers, you can find the latest call center definition file in the Web Services .war file. To get a copy of the file, navigate to the following URL:
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== Configuring Gplus Adapter for Salesforce - Workspace Web Edition(WWE) ==
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<tt><nowiki>http://<WS_HOST>:<WS_PORT>/ui/cti/callcenterdef/GPlusForSalesforceCallCenterDef.xml</nowiki></tt>
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Follow these steps:
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*<tt><WS_HOST></tt> is your Web Services host name or IP address.
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*<tt><WS_PORT></tt> is your Web Services port.
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[[File:CTI_URLConfiguration.png|700px]]
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You can save this file locally and then upload to Salesforce to create a new call center. }}
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#Click the gear icon in the top right corner and then click '''Setup'''.
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</li>
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#Using the '''Quick Find''' field, search for and access the '''Call Centers setup''' page.
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<li>Now you should see the '''Install Genesys Gplus Adapter for Salesforce''' page. Select an installation type. Generally, you should select '''Grant access to all users''', but if you want to limit access to the adapter to specific profiles, then you can choose '''Install for Specific Profiles ...'''. Click '''Install'''.  
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#From the '''Call Center''' settings page, using the '''Import''' functionality, import the {{Repository|crm-workspace-callcenter.xml||crm-workspace-callcenter.xml}} file from your computer. If you have not already downloaded the file, download it from {{Repository|crm-workspace-callcenter.xml||here}}.
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<br/><br/>[[File:GplusSFInstall.png|border|center]]<br/></li>
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#From the '''All Call Centers''' list, click the '''Call Center''' you just imported. For example, Gplus85.
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<li>When you see the "Installation Complete!" message, click '''Done'''.  
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#In the '''CTI Adapter URL''' field, specify the Adapter URL that you constructed in the '''Creating a Gplus Adapter URL''' section. For example, <nowiki>https://www.genesysgplustest.com/ui/crm-workspace/index.html?crm=salesforce</nowiki>
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<br/><br/>[[File:GplusSFDone.png|border|center]]<br/>
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#Set '''Salesforce Compatibility mode''' to '''Classic_and_Lightning'''.
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You should be redirected to the '''Installed Packages''' page, with "Genesys Gplus for Salesforce" included in the list.</li>
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#Save the changes.
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[[File:GplusSFInstalledPackages.png|border|center]]<br/></li>
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</ol>
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== Adding users to Call Center ==
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'''End'''
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The next step after you setup your Adapter is to add users to your call center. You must add at least one user to your call center.
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#In the '''Call Centers setup''' page, click '''Manage Call Center Users'''.
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#Click '''Add More Users'''.
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#Search the interface to find the users you want to add to Gplus Adapter for Salesforce - Workspace Web Edition (WWE).
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#Select the users you want to add and click '''Add to Call Center'''.
  
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==Configuring the adapter in Salesforce==
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== Configuring the Utility bar ==
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Complete this procedure to define your call center in Salesforce. The call center was created when you installed the Gplus Adapter for Salesforce package.
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#In the setup page, using the '''Quick Find''' field, search for and access the '''App Manager settings''' page.
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<br/><br/>
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#Create a new application by clicking '''New Lightning App'''. Follow the steps in the [https://trailhead.salesforce.com/en/content/learn/modules/lightning_app_builder Lightning App creation procedure] in Salesforce documentation.
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'''Start'''
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#When creating a new Lightning app, follow the additional steps below to configure the utility items for your Gplus Adapter for Salesforce - Workspace Web Edition (WWE).
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<ol>
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#:*In the '''App Options''' step, ensure that you select '''Console Navigation'''. Gplus Adapter for Salesforce - Workspace Web Edition(WWE) does not support Standard Navigation.
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<li>If you haven't already, login to Salesforce and go to '''Setup > Build > Customize > Call Center > Call Centers'''. Or, you can search for "Call Centers" in the '''Search All Setup''' field and select the "Call Centers" result. You should see the '''Introducing Salesforce CRM Call Center''' page. '''Note:''' You must have administrator privileges. </li>
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#:*In the '''Utility Items''' step, add '''Open CTI Softphone''' by clicking '''Add Utility Item'''.
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<li>You can select '''Don't show me this page again''' if you want to hide the page in the future, and click '''Continue'''. </li>
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#:*For the soft phone, you can modify the display properties such as '''Label''', '''Panel Width''', and '''Panel Height'''.
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<li>On the '''All Call Centers''' page, click '''Edit''' next to the Genesys Gplus for Salesforce entry.
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#:*Select '''Start automatically''' to start loading the data when the Gplus Adapter first opens to ensure that it initializes immediately; otherwise, Gplus Adapter does not load until an agent first opens it from the '''Utility Bar'''. If Gplus Adapter for Salesforce - Workspace Web Edition (WWE) is not initialized immediately, then agents do not receive voice calls until they first open the application.
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<li>In the '''CTI Adapter URL''' field, replace the text with the following URL: <tt><nowiki>https://</nowiki>''WS_HOST:WS_PORT''<nowiki>/ui/crm-workspace/index.html</nowiki></tt>
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#:[[File:GplusLightUtility.png|700px]]
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You'll need to change <tt>''WS_HOST:WS_PORT''</tt> to the correct host and port for your installation of [[InstallingAndDeploying|Web Services]]. For example: <tt><nowiki>https://198.51.100.23:8090/ui/crm-workspace/index.html</nowiki></tt>
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#Specify '''Navigation Items''' and '''User Profiles''' for the new Lightning app by referring to Salesforce documentation.
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<br/><br/>
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#Save the application.
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If you're enabling single sign-on in the adapter, add the <tt>authType=saml</tt> parameter to the '''CTI Adapter URL'''. For example: <tt><nowiki>https://198.51.100.23:8090/ui/crm-workspace/index.html&authType=saml</nowiki></tt></li>
 
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<li>You might also want to adjust '''Softphone Height''' and '''Softphone Width''' to larger numbers (in pixels) so the adapter displays at an adequate size by default.
 
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<br/><br/>
 
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You should leave the other options at their default values so the adapter works correctly in Salesforce.
 
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<br/><br/>[[File:GplusADCCDetails.png|border|center]]<br/></li>
 
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<li>Click '''Save'''.</li>
 
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<li>Click '''Manage Call Center Users''' and then click '''Add users'''.  
 
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<br/><br/>[[File:GplusSFAddUser.png|border|center]]<br/></li>
 
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<li>On the '''Search for New Users''' page, you can enter search criteria to find users. Select the ones you want to be able to use the adapter and click '''Add to Call Center'''.
 
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<br/><br/>[[File:GplusSFSearchUser.png|border|center]]<br/>
 
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Your selected users are added to the list. You can remove a user on this page at any time.
 
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<br/>[[File:GplusSFAddedUsers.png|border|center]]<br/></li>
 
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<li>To access the adapter in Salesforce Console, click the '''Workspace''' button in the bottom right corner.
 
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<br/><br/>[[File:GplusADServiceCloud.png|thumb|700px|center|The adapter in Salesforce Console.]]<br/>
 
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</li>
 
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</ol>
 
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'''End'''
 
  
 
==Configuring the whitelist domain for your Salesforce Console==
 
==Configuring the whitelist domain for your Salesforce Console==
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See [[Documentation:HTCC:IWWDep:GPAB#Screen_pop|Screen pop]] for more information about configuring screen pops in your Genesys environment.
 
See [[Documentation:HTCC:IWWDep:GPAB#Screen_pop|Screen pop]] for more information about configuring screen pops in your Genesys environment.
  
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== Accessing Gplus Adapter for Salesforce - WWE Option==
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=== Classic Mode ===
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You can access Gplus Adapter in Salesforce Console by clicking the phone icon in the bottom-right corner.
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[[File:AccessGplusAdapterinSF.png|750px]]
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=== Lightning Mode ===
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You can access Gplus Adapter in Salesforce Lightning by clicking the phone icon in the bottom-left corner.
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[[File:AccessGplusAdapterinSFLightning.png|750px]]
 +
 +
==Installing the adapter in Salesforce (existing installation)==
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 +
Go to setup and type “Packages” in the quick search.
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Select installed packages.
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Select “Genesys Gplus for Salesforce (Managed)”.
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Click on View Components.
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Open the call center configured in the package (Genesys Gplus for Salesforce).
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Click on clone.
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Fill out the internal name field and click on save.
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Add indented users to the cloned call center.
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Check if agents are able to access the call center fine.
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Uninstall the package '''Genesys Gplus for Salesforce (Managed)''' by following steps 1 - 4 and clicking on '''Uninstall'''.
  
 
[[Category:V:HTCC:8.5.2DRAFT]]
 
[[Category:V:HTCC:8.5.2DRAFT]]

Revision as of 04:15, November 9, 2023

Installing and configuring the adapter in Salesforce

If you're using the WWE option, complete the procedures on this page to install and configure the adapter in your Salesforce environment.

If you want to enable Gplus Adapter in Salesforce Lightning after you install and configure the adapter in Salesforce, go here.

Installing the adapter in Salesforce (fresh installation)

Prerequisites

Creating a Gplus Adapter URL

From the Agent Workspace URL, copy the domain name and substitute it in the following URL:

https://<domain-name>/ui/crm-workspace/index.html?crm=salesforce

Configuring Gplus Adapter for Salesforce - Workspace Web Edition(WWE)

Follow these steps:

CTI URLConfiguration.png

  1. Click the gear icon in the top right corner and then click Setup.
  2. Using the Quick Find field, search for and access the Call Centers setup page.
  3. From the Call Center settings page, using the Import functionality, import the crm-workspace-callcenter.xml file from your computer. If you have not already downloaded the file, download it from here.
  4. From the All Call Centers list, click the Call Center you just imported. For example, Gplus85.
  5. In the CTI Adapter URL field, specify the Adapter URL that you constructed in the Creating a Gplus Adapter URL section. For example, https://www.genesysgplustest.com/ui/crm-workspace/index.html?crm=salesforce
  6. Set Salesforce Compatibility mode to Classic_and_Lightning.
  7. Save the changes.

Adding users to Call Center

The next step after you setup your Adapter is to add users to your call center. You must add at least one user to your call center.

  1. In the Call Centers setup page, click Manage Call Center Users.
  2. Click Add More Users.
  3. Search the interface to find the users you want to add to Gplus Adapter for Salesforce - Workspace Web Edition (WWE).
  4. Select the users you want to add and click Add to Call Center.

Configuring the Utility bar

  1. In the setup page, using the Quick Find field, search for and access the App Manager settings page.
  2. Create a new application by clicking New Lightning App. Follow the steps in the Lightning App creation procedure in Salesforce documentation.
  3. When creating a new Lightning app, follow the additional steps below to configure the utility items for your Gplus Adapter for Salesforce - Workspace Web Edition (WWE).
    • In the App Options step, ensure that you select Console Navigation. Gplus Adapter for Salesforce - Workspace Web Edition(WWE) does not support Standard Navigation.
    • In the Utility Items step, add Open CTI Softphone by clicking Add Utility Item.
    • For the soft phone, you can modify the display properties such as Label, Panel Width, and Panel Height.
    • Select Start automatically to start loading the data when the Gplus Adapter first opens to ensure that it initializes immediately; otherwise, Gplus Adapter does not load until an agent first opens it from the Utility Bar. If Gplus Adapter for Salesforce - Workspace Web Edition (WWE) is not initialized immediately, then agents do not receive voice calls until they first open the application.
    GplusLightUtility.png
  4. Specify Navigation Items and User Profiles for the new Lightning app by referring to Salesforce documentation.
  5. Save the application.

Configuring the whitelist domain for your Salesforce Console

Complete this procedure to add the Genesys domain to the whitelist domains for your Salesforce Console. You need to complete this procedure to allow your users to access the adapter in Salesforce Console in a separate browser window.

Start

  1. If you haven't already, login to Salesforce and go to App Setup > Create > Apps and select your console app — "Sample Console" in the image below:

    CRMWWE-Apps.png
  2. Click Edit. In Whitelist Domains, add the host and port for your installation of Web Services. For example: 198.51.100.23:8090
  3. Click Save.

End

Configuring screen pops in Salesforce

When an agent receives an external call, the adapter can initiate a screen pop that causes Salesforce to show an appropriate record for the caller. 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.

See Screen pop for more information about configuring screen pops in your Genesys environment.

Accessing Gplus Adapter for Salesforce - WWE Option

Classic Mode

You can access Gplus Adapter in Salesforce Console by clicking the phone icon in the bottom-right corner. AccessGplusAdapterinSF.png

Lightning Mode

You can access Gplus Adapter in Salesforce Lightning by clicking the phone icon in the bottom-left corner. AccessGplusAdapterinSFLightning.png

Installing the adapter in Salesforce (existing installation)

Go to setup and type “Packages” in the quick search. Select installed packages. Select “Genesys Gplus for Salesforce (Managed)”. Click on View Components. Open the call center configured in the package (Genesys Gplus for Salesforce). Click on clone. Fill out the internal name field and click on save. Add indented users to the cloned call center. Check if agents are able to access the call center fine. Uninstall the package Genesys Gplus for Salesforce (Managed) by following steps 1 - 4 and clicking on Uninstall.

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