Configuring Gplus Adapter for Salesforce Lightning

Gplus Adapter for Salesforce is an integrated solution that provides the full Workspace Web Edition experience within the Salesforce Lightning environment. Adapter is part of the Genesys Gplus Adapters, which provide out-of-the-box, pre-packaged, and vendor-validated solutions that integrate Genesys’ Customer Experience Platform to the leading CRM solutions. It's included as part of the Web Services and Applications installation package.

Important

The Gplus Adapter URL in Salesforce Call Center follows this format: https://<your company name>/ui/crm-workspace/index.html
Contact your Genesys Professional Services representative to obtain the correct domain name.

Adapter provides a single integrated agent desktop experience that offers rich data integration between Genesys and Salesforce applications through screen pops, activity tracking, and click-to-dial. It presents complete customer information at a glance to more effectively serve customers in Salesforce. Adapter leverages Agent Desktop functionality and the Salesforce Open CTI API.

If an agent has minimized Adapter to handle other tasks in Salesforce, the Adapter window is automatically maximized by the following events:

• Receiving voice, chat, email, or workitem interactions
• Releasing interactions
• Marking Done interactions
• Receiving connections error notifications
• Receiving confirmation that an interaction has been added to the Genesys Universal Contact Server (UCS) database

What's next? You can start configuring Adapter:

• Activity History
• Screen Pop
• Click-to-dial rules
• Open Media items
• Genesys Interaction Recording
• Configuration Options

Open Media items

Open Media items are documents (for example, faxes or PDFs) that might be directed to you for handling while you are working on interactions of another type, such as email. Like in any other interaction, Adapter screen pops the appropriate Salesforce record and creates an activity history in Salesforce for Open Media interactions that are handled by an agent.

You can configure Open Media interactions for agents by using the options openmedia.workitem-channels, privilege.workitem-channels.can-use, and screenpop.openmedia.on-invite. See Workitems configuration for more options.

• Use the openmedia.workitem-channels option to specify the Open Media channels that are used by the agents.
• Use the privilege.workitem-channels.can-use option to give privilege to the agents to use all the Open Media channels.
• Use the screenpop.openmedia.on-invite option to specify the screen pop timing.
• Use the salesforce.activity-log.enabled-openmedia-types option to specify whether activity histories are created in Salesforce for Inbound open media workitems.

Support for Genesys Interaction Recording

The Gplus Adapter console supports Genesys Interaction Recording (GIR). For an overview of Genesys Interaction Recording, see About Genesys Interaction Recording.

Genesys Interaction Recording is only supported for Voice channel and is not supported when Gplus Adapter is popped out of the Salesforce window.

To configure Genesys Interaction Recording for the Gplus Adapter, see Enable Screen Recording in the Genesys Interaction Recording Solution Guide. In this procedure, refer to the Integrating with Workspace Web Edition section.

To manage the call recording features of an agent, see Recording setup.