click-to-dial.preprocessing-rules
Section: crm-adapter
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.
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"Note: Adapter runs each rule in sequence until it finds a match and adds the prefix. No further rules are executed.
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
salesforce.enable-click-to-dial
Section: crm-adapter
Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
If this option is set to true, Gplus Adapter enables Salesforce click-to-dial, or, if set to false, Gplus Adapter does not accept click-to-dial requests, regardless of whether or not click-to-dial is enabled in Salesforce.
Click-to-dial
Click-to-dial enables agents to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in the configuration options, Adapter formats the selected phone number and then dials it. These configurations are often helpful while dialing an international number. Agents see the formatted phone number in the screen pop.
Gplus Adapter can enable the Click-to-Dial feature in Salesforce. Use the salesforce.enable-click-to-dial option to enable or disable Gplus Adapter click-to-dial regardless of whether Click-to-Dial is enabled in Salesforce.
Pre-processing rules for international dialing
You can configure Adapter to apply custom pre-processing rules on click-to-dial requests to adjust the format of phone numbers or ANI for international dialing.
For international numbers, Gplus Adapter uses the preprocessing rules you set up to evaluate the phone number it receives from Salesforce to determine if a prefix should be added before making the dial request. This is helpful when local numbers are stored in Salesforce records, but dialing prefixes are required to dial the call. Configure preprocessing rules by using the click-to-dial.preprocessing-rules option. For example, you can configure a preprocessing rule to add a "+1" prefix to the phone number being dialed.
Choose one of these settings:
- None: By default no phone number preprocessing rule is applied.
- Default: The default preprocessing rules are as follows:
- 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.
- Add...: Name and define your own preprocessing rule. Each preprocessing rule is defined by the four following parameters:
- Display Name: The name of the preprocessing rule.
- RegEx: 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:
- Display Name: preprocessing-rule-10-digit-US-numbers
- RegEx: ^[0-9]{10}$
- Prefix: +1
- Description: If the number has 10 digits, add +1.
- Display Name: preprocessing-rule-11-digit-US-numbers
- RegEx: ^[0-9]{11}$
- Prefix: +
- Description: If the number has 11 digits, add +.
- Display Name: preprocessing-rule-international-numbers
- RegEx: ^(?!011)[0-9]{8,}$
- Prefix: 011
- Description: If the number has more than 11 digits and does not start with 011, add 011
Gplus Adapter integration with Salesforce High Velocity Sales
Gplus Adapter supports Salesforce Sales Cadence in Salesforce High Velocity Sales (HVS). In Salesforce Lightning, you must first enable HVS and setup Salesforce Cadences and Branch Steps, including defining Call Results for branching in Salesforce.
Users use click-to-dial on a Salesforce object to initiate the call workflow in a Salesforce Sales Cadence and handle the call in Gplus Adapter.
While handling an interaction, users must select the Disposition Code in Gplus Adapter that matches the Salesforce Call Result. The names of Call Results in the Salesforce Sales Cadence must exactly match the name of the Genesys Engage Genesys Engage Disposition Codes to initiate branching in the Sale Cadence.
The video presents an example of how to integrate Gplus Adapter with Salesforce HVS.