Configuration Options

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 Cloud 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 are 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

Adapter runs each rule in sequence until it finds a match and adds the prefix. No further rules are executed.

salesforce.activity-log.enabled-call-types

Default Value: Inbound, Outbound, Internal, Consult
Valid 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 Adapter should create activity history entries for in Salesforce.

salesforce.activity-log.enabled-chat-types

Default Value: Inbound, Consult
Valid 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 Adapter should create activity history entries for in Salesforce.

salesforce.activity-log.enabled-openmedia-types

Default Value: Inbound
Valid Values: Open media (workitem) types (Inbound) or leave empty to disable all activity creation.
Changes Take Effect: When the session is started or restarted.
Description: Specifies the open media (workitem) types Adapter should create activity history entries for in Salesforce.

salesforce.activity-log.on-screenpop

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Description: Specifies whether Adapter creates the activity in Salesforce on screen pop and modifies logged activity when interaction is marked done. Activity on screen pop is created for inbound and internal calls. Depends on screenpop.enable-for-internal-calls being set to true and the value of salesforce.activity-log.enabled-call-types containing Inbound and Internal.

salesforce.activity-log.status

Default Value: Completed
Valid Values: Any string representing a status. Cannot contain the following character: &
Changes Take Effect: When the session is started or restarted.
Description: Specifies the custom task status to be applied when an activity log is created by Adapter. You should first create the status in the Salesforce Task Status Picklist; if you do not, an activity log is created with the custom status but the status is inactive and will not be displayed in the list of available task statuses.

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 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 field in Salesforce. If set, Adapter saves the chat transcript to this field in Salesforce. Note: Salesforce Lightning Experience supports only 255 characters for Text fields. If you configure the Text fields to store the chat transcripts and set the length of characters as 255, only the first 255 characters of the chat transcript will be saved in the Activity History and the remaining transcript will be truncated. However, you can still view the Details and Case Data of the chat interaction in the My History tab in Agent Desktop. Whereas, if you configure the Text field's character length with a value less than 255, then, an activity might not get created in Salesforce if the chat transcript exceeds the configured character length.

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 Email Content field in the Comments block in Salesforce Activity History. The email body is saved only for inbound emails and outbound replies.

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.keep-session-alive

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Description: Specifies whether to prevent Adapter from logging out of Salesforce when there is no activity in Salesforce beyond a configurable time period. If set to true, Adapter refreshes the Salesforce session at short intervals and keeps Adapter-Salesforce session alive.

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 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 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 Adapter uses when saving the type of the focused Salesforce object to attached data.

screenpop.chat.on-invite

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

screenpop.email.on-invite

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

screenpop.enable-for-consult

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Description: Specifies whether Adapter initiates screen pops for consultation calls regardless of screenpop.enable-for-internal-calls option configuration.

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 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, Adapter only uses the first one. If this option isn't defined, 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.include-dnis-in-search

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

screenpop.openmedia.on-invite

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Description: Specifies whether Adapter initiates a screen pop in Salesforce immediately after displaying the open media invite notification. If the option is not set or false, Adapter initiates a screen pop only when the agent accepts the open media invite. This option supports the open media items configured in the openmedia.workitem-channels option.

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 or DNIS 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 or DNIS.
- 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, 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 Adapter should use for the object ID of the focused page in Salesforce.

templates.salesforce.<interaction type>.subject

Default Value: {interaction.callType} call to {interaction.dnis}
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 Adapter should use when creating the subject field in a Salesforce activity. You can specify the value for <interaction type> argument in the option name. <interaction type> is either inbound-voice, outbound-voice, transfer-voice, chat, or email.

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

Screen pop object type

Use the following configuration options to control screen pop by object type:

screenpop.object-type

Default Value: SOBJECT
Valid Values: SOBJECT, FLOW, URL, OBJECTHOME, LIST, SEARCH, NEW_RECORD_MODAL
Changes take effect: After the next platform configuration refresh interval.
Description: Specifies object type to screen pop in Salesforce. The following options enable you to configure the supported object types:

screenpop.object-type-flow

Default Value:
Valid Values: A string that contains the name of the custom section that you have defined to contain the Flow to be executed during the ringing or established phase.
Changes take effect: After the next platform configuration refresh interval.
Description: Specifies the section name where the 'flowDevName' and 'flowArgs' options are configured. Options must contain a valid flow name and flow arguments in JSON format. Values may also be user data keys in the following format: '$key_name$'.
Example 1:
- Section name: custom.section.flow
- Key: flowDevName
- Value: 'Test_flow'
- Key: flowArgs
- Value: '[{"name": "text", "type": "String", "value": "Test"}, {"name": "number", "type": "Number","value": 5}]'
Example 2:
- Section name: custom.section.flow
- Key: flowDevName
- Value: '$attach_data_flow_name$'
  where attach_data_flow_name is the name of the user data attribute containing the name of the Flow.
- Key: flowArgs
- Value: '$attach_data_flow_param$'
  where attach_data_flow_param is the name of the user data attribute containing the Flow parameters.

screenpop.object-type-url

Default Value:
Valid Values: A string that contains the name of the custom section you have defined to contain the URL.
Changes take effect: After the next platform configuration refresh interval.
Description: Specifies the URL section name for the screen pop object type. The custom section must contain the key "url". This key must contain a valid URL or an '$attach_data_key$' name.
Example 1:
- Section name: custom.section.url
- key: url
- value: "https://www.genesys.com"
Example 2:
- Section name: custom.section.url
- key: url
- value: '$attach_data_key$'
  where attach_data_key is the name of the user data attribute containing the URL address of the website to pop.

screenpop.object-type-object-home

Default Value:
Valid Values: A string that contains the name of the custom section you have defined to contain the Object Home.
Changes take effect: After the next platform configuration refresh interval.
Description: Specifies section name where the 'scope' option is configured. The 'scope' option must contain a valid object name like 'Contact' or user data key in the following format: '$key_name$'.
Example 1:
- Section name: custom.section.objecthome
- key: scope
- value: "Contact"
Example 2:
- Section name: custom.section.objecthome
- key: scope
- value: '$attach_data_key$'
  where attach_data_key is the name of the user data attribute containing the valid object name.

screenpop.object-type-list

Default Value:
Valid Values: A string that contains the name of the custom section that you have defined to contain the object list.
Changes take effect: After the next platform configuration refresh interval.
Description: Specifies the section name where the 'scope' and 'listViewId' options are configured. These options must contain a valid object name like 'Contact' and a List ID like '00B3m000008e3AwEAI', or user data keys in the following format: '$key_name$'.
Example 1:
- Section name: custom.section.list
- key: listViewId
- value: 00B3m000008e3AwEAI
- key: scope
- value: "Contact"
Example 2:
- Section name: custom.section.list
- key: listViewId
- value: '$attach_data_list_id$'
  where attach_data_key is the name of the user data attribute containing the valid ID of a list.
- key: scope
- value: '$attach_data_list_scope$'
  where attach_data_list_scope is the name of the user data attribute containing the valid object name of a list item.

screenpop.object-type-search

Default Value:
Valid Values: A string that contains the name of the custom section that you have defined to contain the default search string. The search string must be at least 3 characters.
Changes take effect: After the next platform configuration refresh interval.
Description: Specifies the section name where the 'searchString' option is configured. This option must contain a valid string at least 3 characters in length or a user data key in the following format: '$key_name$'.
Example 1:
- Section name: custom.section.search
- Key: searchString
- Value: "abc"
Example 2:
- Section name: custom.section.search
- Key: searchString
- Value: '$attach_data_search$'
  where attach_data_search is the name of the user data attribute containing a valid string of at least 3 characters.

screenpop.object-type-new-record

Default Value:
Valid Values: A string that contains the name of the custom section that you have defined to contain the new object type record name.
Changes take effect: After the next platform configuration refresh interval.
Description: Specifies the section name where the 'entityName' option is configured. This option must contain a valid object name like 'Account', 'Case', 'Contact', 'Lead' or a user data key in the following format: '$key_name$'.
Example 1:
- Section name: custom.section.newrecord
- Key: entityName
- Value: "Contact"
Example 2:
- Section name: custom.section.newrecord
- Key: entityName
- Value: '$attach_data_entityname$'
  where attach_data_entityname is the name of the user data attribute containing the valid object name.

Glossary