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Automatic_Number_Identification

Also known as ANI. A feature that passes a caller’s telephone number over the network to the receiving location, so that the caller can be identified. Sometimes referred to as a “Caller ID.” ANI is a North American term, and Calling Line Identification (CLI) is an alternative term that is used elsewhere.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Gplus Adapter for Salesforce Configuration Options

Important
The options on this page are primarily for use with Gplus Adapter for Salesforce. A few of the adapter-specific options also apply if you're using the WWE option — see Gplus Adapter for Salesforce - WWE Option for details.

The Gplus Adapter for Salesforce has its own configuration options that you set in the [crm-adapter] section and it also takes advantage of some of the Workspace Web Edition options, set in the [interaction-workspace] section. As with Workspace Web Edition, you can apply configuration options to the Web Services Cluster Application, Agent Group, Person, and so on — see Configuration and Administration by Using Options and Annexes for details about the option override order.

Gplus Adapter for Salesforce options


click-to-dial.preprocessing-rules

  • Default Value: default
  • Valid Values: default, none, or a comma-separated list of pre-processing rule section names
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the pre-processing rules to apply to the phone number before making a dial request. If the option is not defined, the default rule is applied. The possible values are:
    • default — applies the default rules:
      • If the phone number is 10 digits, add +1.
      • If the phone number is 11 digits, add +.
      • If the phone is greater than 11 digits and doesn't start with 011, add 011.
    • none — turns off pre-processing.
    • <pre-processing-rule-section-name(s)> — name of the pre-processing rule section(s). Within a rule section, you must set the following key/value pairs:
      • expression — A regex that defines the condition to be matched.
      • prefix — The prefix to be added to the phone number if the expression is matched.
      • description — A short description of the rule.

Here's how the default rules would be configured: 

[crm-adapter]
click-to-dial.preprocessing-rules: preprocessing-rule-10-digit-US-numbers, 
preprocessing-rule-11-digit-US-numbers, preprocessing-rule-international-numbers

[preprocessing-rule-10-digit-US-numbers]
expression: ^[0-9]{10}$
prefix: +1
description: "If it is 10 digits add +1"

[preprocessing-rule-11-digit-US-numbers]
expression: ^[0-9]{11}$
prefix: +
description: "If it is 11 digits, add +"

[preprocessing-rule-international-numbers]
expression: ^(?!011)[0-9]{8,}$
prefix: 011
description: "If it is greater than 11 digits and doesn't start with 011, add 011"
Important
The adapter runs each rule in sequence until it finds a match and adds the prefix. No further rules are executed.

feedback.submit-after-disconnect

  • Default Value: never
  • Valid Values: always, prompt, never
  • Changes Take Effect: When the session is started or restarted.
  • Description: This option controls how the adapter handles the submission of feedback logs after the adapter is disconnected from GWS. When set to always, the adapter always submits feedback logs without asking the user. When set to prompt, the user is prompted to allow the Adapter to submit feedback logs. When set to never, no feedback logs are submitted.

interaction.case-data.enable-advanced-view

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter should use the advanced case data view that supports editing, links, and ordering.

interaction.hide-disposition

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Hides the Disposition section in the voice detail view. If the Workspace Web Edition option interaction.disposition.is-mandatory is set to true, the adapter shows the Disposition regardless of the setting for interaction.hide-disposition.

login.default-view

  • Default Value: voice
  • Valid Values: voice, statistics
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies which view the agent sees upon logging in to the adapter.

multiple-instance.enable-mark-done-sync

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether clicking Mark Done applies to all instances of the adapter when it's running in multiple tabs or windows. If set to true, all instances are marked done when the agent clicks Mark Done; if set to false, the agent has to click Mark Done in each tab or window. You should also set salesforce.enable-focus-following to true.

privilege.active-recording.can-use

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the agent can record voice calls. The true value switches on recording only if the same interaction-workspace option is also enabled. However, the false value switches off recording without consideration of the interaction-workspace option value. Note: Do not set up this same recording option under both the crm-adapter section and the interaction-workspace section. In the case where both options are available, the Adapter will use the option from the interaction-workspace section. Genesys recommends recording only be set up in the interaction-workspace section.

privilege.add-contact.can-use

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the agent can add contacts in UCS.

privilege.chat.can-push-url

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the agent can add hyperlinks to chat messages.

privilege.password.can-change

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the session is started or restarted.
  • Description: Specifies whether the agent can change their password. When enabled, the Change Password option is shown in the Adapter's main menu. Note that this option overrides the password-change option in the Annex of the User object in the configuration.

salesforce.activity-log.enabled-call-types

  • Default Value: Inbound, Outbound, Internal, Consult
  • Value Values: A comma-separated list of call types (Inbound, Outbound, Internal, Consult) or an empty value to disable all.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the call types the adapter should create activity history entries for in Salesforce.

salesforce.activity-log.enabled-chat-types

  • Default Value: Inbound, Consult
  • Value Values: A comma-separated list of chat types (Inbound, Consult) or an empty value to disable all.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the chat types the adapter should create activity history entries for in Salesforce.

salesforce.activity-log.field-mapping

  • Default Value: None
  • Valid Values: The name of a configuration section that contains the mapping.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the name of the configuration section where the mapping is defined. In that section, each key must correspond to a UserData key the adapter should look for and each value must correspond to the name of the custom activity field in Salesforce. If this option is not defined or has a blank value, no custom values are added when the adapter creates the activity history. Also, if a given key is not present in the UserData or does not have a value, the adapter doesn't include it in the activity creation request.

Here's an example of how to configure the mapping: 

[crm-adapter]
salesforce.activity-log.field-mapping=my-field-mappings

[my-field-mappings]
firstName=first_name__c
lastName=last_name__c

salesforce.chat.enable-object-association-tracking

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to track agent’s navigation through various Salesforce objects such as: Contacts, Accounts, Tasks while agent is processing chat interactions. When this option is set to true, agents may select an object from the navigation list to associate interaction log activity with from Object Association drop down menu on Mark Done call screen. This option requires that the interaction.case-data.is-read-only-on-idle option is set to false.

salesforce.chat.include-transcript-in-desc

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter saves the chat transcript as part of the activity description in Salesforce.

salesforce.chat.transcript-custom-field-name

  • Default Value:
  • Valid Values: Name of a custom field in Salesforce
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the name of a custom activity in Salesforce. If set, the adapter saves the chat transcript to this field in Salesforce.

salesforce.email.include-body-in-desc

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: When set to true, includes the text version of the email body in the activity description in Salesforce. The email body is saved only for inbound emails and outbound replies.

salesforce.enable-focus-following

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: If set to true, when there are multiple instances of the adapter running at the same time in multiple browser tabs or windows, the adapter tracks which instance is active. Only the active adapter sends screen pop requests to Salesforce, which prevents duplicate requests and multiple screen pops. You should also set multiple-instance.enable-mark-done-sync to true.

salesforce.enable-in-focus-page-transfer

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to update the call data with the ID of the object the agent is looking at in Salesforce when performing a voice or chat conference or transfer. If set to true, the agent receiving the voice or chat conference or transfer gets a screen pop for the most relevant object.

salesforce.user-data.object-id-key

  • Default Value:
  • Valid Values: A valid user key name to store the Salesforce object id. For example: sf_object_key
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the key the adapter uses when saving the ID of the focused Salesforce object to attached data.

salesforce.user-data.object-name-key

  • Default Value:
  • Valid Values: A valid user key name to store the Salesforce object name. For example: sf_object_name
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the key the adapter uses when saving the name of the focused Salesforce object to attached data.

salesforce.user-data.object-type-key

  • Default Value:
  • Valid Values: A valid user key name to store the Salesforce object type name. For example: sf_object_type
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the key the adapter uses when saving the type of the focused Salesforce object to attached data.

salesforce.voice.enable-object-association-tracking

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to track agent’s navigation through various Salesforce objects such as: Contacts, Accounts, Tasks while agent is processing voice interactions. When this option is set to true, agents may select an object from the navigation list to associate interaction log activity with from Object Association drop down menu on Mark Done call screen. This option requires that the interaction.case-data.is-read-only-on-idle option is set to false.

screenpop.enable-for-internal-calls

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates screen pops for internal calls.

screenpop.id-key-regex

  • Default Value:
  • Valid Values: A regular expression that matches a UserData key.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies a regular expression pattern used to match a UserData key. This key's value should contain the ID of an object to screen pop in Salesforce. As with the existing screen pop behavior using the "id_" prefix, if multiple matching keys are present, the adapter only uses the first one. If this option isn't defined, the adapter uses the existing "id_" prefix logic.

screenpop.include-ani-in-search

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the ANI is used in the screen pop search.

screenpop.on-ringing

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates a screen pop in Salesforce when the call is ringing. If not set or false, the adapter initiates a screen pop when the call is established.

screenpop.chat.on-invite

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates a screen pop in Salesforce immediately after displaying the chat invite notification. If the option is not set or false, the adapter initiates a screen pop only when the agent accepts the chat invite.

Note: This option is available only for Lightning Experience.

screenpop.preprocessing-rule

  • Default Value: default
  • Valid Values: default, none, or a pre-processing rule section name.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the pre-processing rule to apply to the ANI before showing the screen pop. If the option is not defined, the default rule is applied. The possible values are:
    • default — applies the default rule, which removes +1 from the beginning of the ANI.
    • none — turns off pre-processing.
    • <pre-processing-rule-section-name> — name of the pre-processing rule section. Within this rule section, you must set the following key/value pairs:
      • expression — A regex that defines the condition to be matched.
      • replacement — The string to replace the matched substring. If you set this value to empty, this removes the matched section.
      • description — A short description of the rule.

Here's how the default rule would be configured: 

[crm-adapter]
screenpop.preprocessing-rule: preprocessing-rule-remove-prefix

[preprocessing-rule-remove-prefix]
expression: ^\\+1
replacement: 
description: "Remove +1 from the beginning of the number"

screenpop.search-key-regex

  • Default Value:
  • Valid Values: A regular expression that matches one or more UserData keys.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies a regular expression pattern used to match one or more UserData keys. The values for these keys are used to build the search and screen pop expression in Salesforce. If this option is not defined, the adapter uses the existing "cti_" prefix logic.

screenpop.transfer-object-key

  • Default Value: id_transfer_object
  • Valid Values: A valid key
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the custom UserData key the adapter should use for the object ID of the focused page in Salesforce.

statistics.allow-footer-view

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Allows the option for the contact center statistic view to be accessible in the channels footer.

system.feedback

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to show the Feedback item in the main menu. When feedback is sent, the adapter automatically includes supporting information, such as configuration, logs, and active interactions.

system.log

This option is deprecated as of release 8.5.201.09.

[+] See the option description

templates.salesforce.<interaction type>.<salesforce argument>

  • Default Value:
  • Valid Values: A string with custom template variables wrapped in "{" and "}"
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the custom template the adapter should use when creating the subject field in a Salesforce activity. You can specify two arguments in the option name:
    • <interaction type> is either inbound-voice, outbound-voice, transfer-voice, chat, or email (WWE option only).
    • <salesforce argument> is subject (the adapter currently supports only this argument).

Set the value of this option to a string that contains custom template variables wrapped in "{" and "}". For details, see Custom templates.

voice.note.key-name

  • Default Value: None
  • Valid Values:Valid attached data key name
  • Changes take effect: When the session is started or restarted.
  • Description: Description: If this option is defined, the note is stored in attached data using the defined key. If this option is not defined, the note is stored in UCS (if available).

Workspace Web Edition options

The following Workspace Web Edition options also apply to the Gplus Adapter for Salesforce.

Active Recording
Agent Status
Application
Chat
Contact Center Statistics
Expression
Interaction
Interaction Preview (Toast)
Intercommunication
KPI
Login
Screen Recording
Team Communicator
Voice
Voicemail
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