WikiSysop at 00:01, July 31, 2022

2022-07-31T00:01:00Z

Margarethe.nitzsche@softphone.it: Published

2021-04-06T07:38:33Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Access and supported channels
|TocName=Access and supported channels
|Context=The Gplus Adapter for Microsoft Dynamics 365 enables you to handle Genesys contact center functions from Microsoft Dynamics 365 or Unified Service Desk (USD).
|ComingSoon=No
|Section={{Section
|sectionHeading=How do I access the Adapter?
|alignment=Vertical
|structuredtext=Using the Microsoft Dynamics 365 '''Channel Integration Framework (CIF)''', the Gplus Adapter is loaded and displayed during the Dynamics login sequence. Log in to your Microsoft Dynamics 365 account, then continue logging into the Adapter.

For more information about this topic, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Basics}}.
|Status=No
}}{{Section
|sectionHeading=Supported channels
|alignment=Vertical
|structuredtext=The Adapter currently supports the '''voice channel'''. It provides you with controls and features that let you handle voice interactions with contacts or internal targets (such as other agents).

Once you have an active call — because you called someone or accepted an incoming call —the main view changes to the '''active call toolbar'''. It is visible at the top of the Adapter and displays all applicable call controls and a timer for the active interaction.

[[File:Active call toolbar.png|frameless|1000x1000px|alt=Active call toolbar view]]

'''Call controls''' include:
{{{!}} class="wikitable"
{{!}}+
!Icon
!Function
!Description
{{!}}-
{{!}}[[File:Release call icon.png{{!}}frameless{{!}}30x30px{{!}}alt=Icon to release a call]]
{{!}}Release call
{{!}}Ends the call.
{{!}}-
{{!}}[[File:Hold call icon.png{{!}}frameless{{!}}30x30px{{!}}alt=Icon to hold a call]]
{{!}}Hold call
{{!}}Places the call on hold. After the call is holding, the Retrieve button is displayed.
{{!}}-
{{!}}[[File:Direct transfer icon.png{{!}}frameless{{!}}30x30px{{!}}alt=Icon to directly transfer a call]]
{{!}}Direct transfer
{{!}}Redirects the call to another contact you select using Team Communicator.
{{!}}-
{{!}}[[File:Conference icon.png{{!}}frameless{{!}}30x30px{{!}}alt=Icon to start a conference]]
{{!}}Conference
{{!}}Instantly starts a voice conference with the current caller and another contact that you select using Team Communicator.
{{!}}-
{{!}}[[File:Consultative transfer icon.png{{!}}frameless{{!}}30x30px{{!}}alt=Icon to start a consultative transfer]]
{{!}}Consultative transfer
{{!}}Start a consultation with another contact before transferring the call to that contact.
{{!}}}
In the case of multiple interactions simultaneously, you can click the '''phone icon''' at the bottom of the Adapter to verify each call's status. A green bar indicates an active interaction; inactive calls are characterized by a red bar.

[[File:Green and red bars.png|frameless|1000x1000px|alt=An example of concurrent interactions, displayed as green bars if active and as red if inactive]]

If you wish to learn how to handle incoming calls with the Adapter, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Inbound}}.
|Status=No
}}
}}

@@ Line 15: / Line 15: @@
 |sectionHeading=Supported channels
 |alignment=Vertical
-|structuredtext=The Adapter currently supports the '''voice channel'''. It provides you with controls and features that let you handle voice interactions with contacts or internal targets (such as other agents).
+|structuredtext=The Adapter currently supports the '''voice channel''' and '''workitem'''. It provides you with controls and features that let you handle voice interactions with contacts or internal targets (such as other agents).
 Once you have an active call — because you called someone or accepted an incoming call —the main view changes to the '''active call toolbar'''. It is visible at the top of the Adapter and displays all applicable call controls and a timer for the active interaction.
@@ Line 53: / Line 55: @@
 If you wish to learn how to handle incoming calls with the Adapter, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Inbound}}.
 |Status=No
 }}
 }}

GAMD/Current/Agent/Access - Revision history

WikiSysop at 00:01, July 31, 2022

Margarethe.nitzsche@softphone.it: Published