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
Gplus Adapter for Salesforce - WWE Option
Contents
Review the sections below for more information about how to configure these features if you're using the WWE option.
Activity history
By default, the adapter updates certain Salesforce activity fields when it saves an activity history entry at the end of a call, chat, email or outbound call for a preview mode campaign. Take a look at the table below for the full list of Salesforce activity fields and where the data comes from in the adapter.
| Salesforece Activity Field | Genesys |
|---|---|
| Assigned To | Agent accepting Call |
| Created By | " |
| Last Modified By | " |
| Subject | Text (including the type of call, such as inbound, outbound to #Phonenumber) |
| Due Date | Current Timestamp |
| Related To | Record currently in context when an agent clicks Mark Done |
| Comments | Text with information from the Subject, Case Data (the full set that comes from the adapter), and Note (note data added by the agent) fields. |
| Status | Values are preset in the Salesforce configuration |
| Priority | Values are preset in the Salesforce configuration |
| Call Duration | Duration in seconds |
| Call Object Identifier | Interaction Id |
| Call Type | Type of call, such as inbound, outbound, or internal |
You can also define a mapping between custom activity field names in Salesforce and Genesys UserData keys so that these custom fields are populated when the adapter saves an activity history entry at the end of a call or chat. This is useful when you want to include or use call- or chat-related data in your Salesforce reports.
To enable this functionality, set the salesforce.activity-log.field-mapping option to the name of a configuration section that contains the mapping.
You can control which types of calls and chats are saved to a Salesforce activity history entry by setting the salesforce.activity-log.enabled-call-types and salesforce.activity-log.enabled-chat-types.
Chat transcript
The adapter can save chat transcript text either as part of the activity description in Salesforce or it can save the text to a custom field name in Salesforce.
By default, the adapter saves the transcript as part of the description, but you can turn off this functionality with the salesforce.chat.include-transcript-in-desc option. You might want to do this if the transcript and case data are too large for the description field, which has a maximum size of 32K. In this case, you can set the salesforce.chat.transcript-custom-field-name option to the name of a custom field you defined in Salesforce — the adapter will save chat transcripts to this field instead.
Attached data
You can configure the adapter to save the ID, name, and type of the focused Salesforce object to attached data when an agent clicks Mark Done. To do this, set salesforce.user-data.object-id-key, salesforce.user-data.object-name-key, and salesforce.user-data.object-type-key to the keys you want the adapter to use when saving the ID, name, and type. Also, make sure the Workspace Web Edition option interaction.case-data.is-read-only-on-idle is set to false.
You should consider setting these options if you want to make sure the ID, name, or type is added to attached data when agents create a new object during a call.
International dialing
You can configure the adapter to apply custom pre-processing rules on click-to-dial requests and before initiating screen pops. You can use this to adjust the format of phone numbers or ANI for international dialing.
To support click-to-dial for international numbers, you can set up pre-processing rules so that the adapter examines the phone number it receives from Salesforce to determine if a prefix should be added before making the dial request. This can be helpful when local numbers are stored in Salesforce records, but dialing prefixes are required in order to dial the call. You can configure pre-processing rules with the click-to-dial.preprocessing-rules option.
You can also define pre-processing rules for the screen pop to replace a portion of the ANI — for example, to remove a leading +1. This can be helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the screenpop.preprocessing-rule option.
Screen pop
When an agent receives an external call, the adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. See Configuring screen pops in Salesforce for details. By default, the adapter initiates the screen pop when the call is established, but you can set the screenpop.on-ringing option to initiate a screen pop when the call is ringing instead.
Here's the default way the adapter determines what to ask Salesforce to show in the screen pop:
- If the UserData for the call has key(s) with the prefix "id_" (such as "id_SalesforceCaseId"), then the first value the adapter finds is sent in the screen pop request to Salesforce.
- If the UserData does not include any "id_" keys, the adapter builds a search string using a combination of the ANI, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber"). You can specify whether the search should include the ANI by setting the screenpop.include-ani-in-search option.
- If there are no "id_" keys, no ANI, and no "cti_" keys, then the adapter doesn't send a screen pop request.
Alternatively, you can configure the expressions the adapter uses to match screen pop UserData keys for the ID and search fields using the screenpop.id-key-regex and screenpop.search-key-regex options, respectively. Note that these options only change the criteria by which keys are matched from UserData. The existing logic and order between ID-based screen pop and search are unchanged (see the bullet points above). If you use these regular expression options to match your own ID key, then you should also make sure to set the screenpop.transfer-object-key option so that screen pop works with in-focus page transfers.