Gplus Adapter for Salesforce
Deployment and Configuration Guide
This document outlines the steps required to install and configure the Genesys Gplus Adapter for Salesforce package.
Deployment Guide Deployment instructions
Configuration Guide Configuration instructions
Related Documentation
Admin User Guide Administrator instructions
Agent User Guide Agent instructions
Gplus Adapter for Salesforce Administrator's User Guide
Welcome to the Gplus Adapter for Salesforce. These topics provide an overview of Gplus Adapter for Salesforce and are intended for use by administrators and agents. These topics also describe the product functionality and the user interfaces (UI).
What is Gplus Adapter for Salesforce?
Gplus Adapter for Salesforce is a complete contact center solution that adds flexible voice call routing to Salesforce using routing templates. These templates act as building blocks for the customer experience, making it possible for you to quickly use a simple menu-driven interface to create and deploy your own customized strategies for connecting calls to agents and employees.
Features
Some of the main features of Gplus Adapter for Salesforce include:
- Setting your state
- Making outbound calls
- Transferring calls to other agents
- Handling inbound calls
About This User's Guide
The following topic explains the product functionality of Gplus Adapter for Salesforce:
- Prerequisites
- Configuring Screen Popups
- Not Ready Reason Codes
- Disposition Codes
- Toast and Case Data
Prerequisites
For detailed information about how to install and configure Workspace Web Edition & Web Services for Salesforce, start with the following topics:
Configuring Screen Popups
Prior to an agent receiving a call, a query is built using the caller’s ANI amongst other key/value pairs of data received from the HTCC server. The adapter logically ORs the callers ANI, as well as any variables whose key begins with the string "cti_" The query is then sent to the CRM for searching and screen popping.
To screen pop a specific Salesforce object:
Include a key starting with id_ in the user data of the call whose value is the object id of the Salesforce object you want to pop.
Example:
id_case : 005F0000002iL1G
To screen pop record(s) matching values:
Include one or more keys starting with cti_ in the user data of the call whose values are the those you want to search for in Salesforce. Note that the types of objects that will be searched are configured in the Softphone Layout within Salesforce.
Example:
cti_firstName: Pavel cti_location: Detroit
Not Ready Reason Codes
Not Ready Reason Codes are provisioned using the Workspace Web Edition & Web Services Dashboard.
For more information about configuring these codes and other important options, please see Workspace Web Edition Configuration Guide and Agent State Operations Guide
Disposition Codes
Disposition Codes are provisioned using the Workspace Web Edition & Web Services Dashboard.
For more information about configuring these codes and other important options, please see Workspace Web Edition Configuration Guide and Agent State Operations Guide
Toast and Case Data
Toast and Case Data are provisioned using the Workspace Web Edition & Web Services Dashboard.
For more information about configuring these codes and other important options, please see Workspace Web Edition Configuration Guide and Agent State Operations Guide