Gplus Adapter (V.9) for Salesforce Lightning

Important

Not all changes listed below may pertain to your deployment.

• January 23, 2020 (9.0.000.43 UPDATE)
• October 24, 2019 (9.0.000.33)
• September 26, 2019 (9.0.000.30)
• Known Issues

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

• Supports the following Voice interaction functions.
  • 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

• Supports the following Chat interaction functions.
  • 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

• Supports the following Email interaction functions.
  • 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

• Supports the following Outbound Campaign functions.
  • 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

• Supports Genesys Digital Channels workitems.
  • 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

• Support for Genesys Interaction Recording: Genesys Interaction Recording is supported for Voice channel.

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

Known Issues

• Chrome 80 is currently not supported. Genesys recommends that you use an alternate supported browser.