Migrating to Gplus Adapter (v9)

Follow this procedure to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce Lightning.

Important

• Gplus Adapter 9.0 supports only Salesforce Lightning. Hence, this migration procedure assumes that you're already using Salesforce Lightning.
• You can run Gplus Adapter 8.5 and 9.0 in parallel during the migration testing phase.

Important

The Gplus Adapter URL in Salesforce Call Center follows this format: https://<your company name>.genesyscloud.com/ui/crm-workspace/index.html

Migration procedure

Prerequisites

• Minimum Genesys Softphone version:

to work with GPlus v9:    8.5.401.03 or greater ? 

same as in WWE SOE • Minimum screen recording version to work with GPlus v9 8.5.360.03 or greater? same as in WWE SOE • What is the status regarding Service Client API support? (and if not tested/verified, should we take an epic?) please provide WWE Epic with design, most likely new requirement • Please confirm if it would be possible for a customer with 2 regions, if the primary region has an extended outage, the customer could manually reconfigure Salesforce to point to the backup region? Customer can try to use backup region URL in primary Salesforce Call Center to provide support and docs for this - need new req, or wait until DR release in Q1/20 • Could we generate v9 GPlus URLs for all customers, and then Morgan could keep them in his spreadsheet for handy access?

Important

Ensure that Agent Desktop release 9 has been enabled in your environment by confirming that the Agent Desktop 9 application icon is displayed in your Genesys Portal.

Genesys recommends that you complete steps 1 to 3 in your Salesforce Lightning test environment first.

1. Follow the steps in Integrating Gplus Adapter in Salesforce Lightning to download the lightning-callcenter.xml file, import into the Salesforce Call Centers configuration, and modify the imported Salesforce Call Center.
2. Gplus Adapter 9.0 provides two single sign-on (SSO) enabled options. If you are migrating Gplus Adapter 8.5 with SSO enabled, or are planning to start using SSO with Gplus Adapter 9.0, you can choose one of these two options:
   • Gplus Adapter configured with SSO and a third-party Identity Provider (IDP).
   • Gplus Adapter integrated with Salesforce SSO as the IDP. This option provides an improved experience over the first option.
3. Add users to the new Salesforce Call Center you just imported and modified. See Adding users to Call Center for more detailed steps. Tip: For testing purposes, you can either add a new test user or remove an existing user from the Salesforce Call Center with Gplus 8.5 and add them to the Salesforce Call Center with Gplus 9.0.
4. Test the Gplus Adapter 9.0 functionalities with the new Salesforce Call Center configuration.
5. If you're ready to migrate to the Salesforce Lightning production environment, follow the steps below:
   1. Repeat step 1 for the production Salesforce Call Center.
   2. Remove users from the Salesforce Call Center with Gplus 8.5 and add them to the Salesforce Call Center with Gplus 9.0.