PEC-AS/Current/ManageCC/Salesforce options - Revision history

WikiSysop at 13:31, September 8, 2022

2022-09-08T13:31:25Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T13:57:17Z

Text replacement - "Agent Desktop" to "Agent Workspace"

WikiSysop at 11:45, May 23, 2022

2022-05-23T11:45:43Z

Monique.gionet@genesys.com: Published

2021-10-14T18:13:18Z

Published

Monique.gionet@genesys.com: Published

2021-04-22T17:21:31Z

Published

Monique.gionet@genesys.com: Published

2021-03-04T15:34:29Z

Published

Monique.gionet@genesys.com: Published

2021-01-27T14:02:18Z

Published

Matthew.west@genesys.com: Published

2020-11-17T15:55:01Z

Published

Mgionet: Published

2020-09-17T16:51:43Z

Published

Mgionet: Published

2020-09-17T16:06:47Z

Published

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator
-|Application=Agent Workspace, Agent Setup
+|Application=Agent Setup, Agent Workspace
 |Section={{Section
 |alignment=Vertical
@@ Line 15: / Line 15: @@
 The '''CRM Adapter''' options are organized into three sections:  General, Screen Pop and Activity Log options.
 |Status=No
 }}{{Section
@@ Line 23: / Line 30: @@
 |image=SalesforceGeneral_October2021_GAPI-31050.png
 |structuredtext=In the '''General''' section, configure the following options:
 *'''Click to Dial''' allows Gplus Adapter to enable Click-to-dial within in Salesforce. If this option is ''not'' selected, Gplus Adapter does not accept Click-to-dial requests, regardless of whether or not Click-to-dial is enabled within Salesforce.
@@ Line 44: / Line 57: @@
 |image=AS_ScreenPop_GAPI-26233.png
 |structuredtext=In the '''Screen Pop''' section, configure the following options:
 *'''Screen Pop for Internal Calls''' specifies whether the adapter initiates a screen pop for internal calls.
@@ Line 82: / Line 98: @@
 |image=AS_ActivityLog_GAPI-24002.png
 |structuredtext=In the '''Activity Log''' section, configure the following options:
 *'''Auto Activity Log Association''' specifies the Salesforce criterion to use to associate the Activity Log Task when the interaction is completed.

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator
-|Application=Agent Desktop, Agent Setup
+|Application=Agent Workspace, Agent Setup
 |Section={{Section
 |alignment=Vertical
@@ Line 114: / Line 114: @@
 For example, you might want the activity for all inbound voice calls to have details about the customer's name and phone number. In this case, here's how you would configure the option:<div class="pdf-table-landscape"><source lang="text">
 Templates Salesforce Inbound-Voice Subject = Customer: {interaction.contact}, Phone Number: {interaction.ani}
-</source></div>If a call comes in from Willard Clinton at 123-456-7890, when the call ends the adapter creates the related activity in Salesforce with following subject field: <code>Customer: Willard Clinton, Phone Number: 123-456-7890</code> Another common use case might be to include information from UserData for all inbound calls. This could come from your own UserData keys or from UserData provided by Agent Desktop. For example, you want the activity history's subject to include information from your own UserData key, PurposeOfCall, and the contact's name. Here's how you should configure the option:<div class="pdf-table-landscape"><source lang="text">
+</source></div>If a call comes in from Willard Clinton at 123-456-7890, when the call ends the adapter creates the related activity in Salesforce with following subject field: <code>Customer: Willard Clinton, Phone Number: 123-456-7890</code> Another common use case might be to include information from UserData for all inbound calls. This could come from your own UserData keys or from UserData provided by Agent Workspace. For example, you want the activity history's subject to include information from your own UserData key, PurposeOfCall, and the contact's name. Here's how you should configure the option:<div class="pdf-table-landscape"><source lang="text">
 Templates Salesforce Inbound-Voice Subject = Call from {interaction.contact} about {userData.PurposeOfCall}
 </source></div>In this scenario, if Willard Clinton calls into the contact center and chooses the Technical Support option in the IVR, that information is saved in the PurposeOfCall UserData key. When the call ends, the adapter creates the related activity in Salesforce with the following subject field: <code>Call from Willard Clinton about Technical Support</code>
@@ Line 148: / Line 148: @@
 {{!}}-
 {{!}}userData.<key>
-{{!}}This can be any UserData key available for the interaction. You might also find some of the following UserData keys useful (they're included by default by Agent Desktop on transfers):
+{{!}}This can be any UserData key available for the interaction. You might also find some of the following UserData keys useful (they're included by default by Agent Workspace on transfers):
 *userData.GCS_TransferringAgentName &mdash; The name of the transferring agent.

@@ Line 30: / Line 30: @@
 |structuredtextwide=*'''Salesforce Object Key''' specifies the key that Adapter uses when saving the ID of the focused Salesforce object to attached data.
 *'''Keep Alive Sync''' specifies whether to prevent the agent from being logged out of Salesforce when there is no activity in Salesforce beyond the configured time period. If enabled, Adapter refreshes the Salesforce session at short intervals and keeps the Adapter-Salesforce session alive.
-*'''Run Salesforce Apex on Interaction Events''' specifies the interaction event which triggers Salesforce Apex to run.
+*'''Run Salesforce Apex on Interaction Events''' specifies the interaction event which triggers Salesforce Apex to run for Voice or Digital channels.
 *'''Apex Class Name''' configures the name for a Salesforce custom apex class.
 *'''Apex Data''' specifies a comma-separated list of the userData key names that will be delivered to Salesforce Apex.

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Configure options for the {{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|display text=Gplus Adapter for Salesforce}} on the '''Contact Center Settings''' page.
+|structuredtext={{NoteFormat|Some features described here may not apply to your organization’s setup. If you need features that aren’t available to you, contact your administrator or Genesys representative.}}
 The '''CRM Adapter''' options are organized into three sections:  General, Screen Pop and Activity Log options.
@@ Line 19: / Line 21: @@
 |alignment=Horizontal
 |Media=Image
-|image=AS_April2021_GPlus_General_GAPI-27362.png
+|image=SalesforceGeneral_October2021_GAPI-31050.png
 |structuredtext=In the '''General''' section, configure the following options:
 *'''Click to Dial Preprocessing Rules''' specifies the rules to apply to a phone number before making a dialing request.
 *'''Salesforce Object Type''' specifies the key that Adapter uses when saving the type of the focused Salesforce object to attached data.
@@ Line 83: / Line 86: @@
 *'''UI Activity Log Association''' specifies whether Gplus Adapter displays the Object Association table when the interaction is completed.
 *'''Activity Log Field Mapping''' specifies the name of the configuration section where the mapping is defined.
-*'''Activity Log on Screen Pop''' specifies whether Adapter creates the activity in Salesforce on screen pop and modifies logged activity when interaction is marked Done. Activity on screen pop is created for inbound, outbound, and internal calls. This option depends on '''Screen Pop for Internal Calls''' being selected and the value of '''Voice Activity Log''' containing '''Inbound''' and '''Internal'''.
+*'''Activity Log on Screen Pop''' specifies whether Adapter creates the activity in Salesforce on screen pop and modifies logged activity when interaction is completed. Activity on screen pop is created for all interaction types supported by Gplus Adapter. This option depends on '''Screen Pop for Internal Calls''' being selected and the value of '''Voice Activity Log''' containing '''Inbound''' and '''Internal'''.
 *'''Salesforce Activity Log Status''' specifies the custom task status to be applied when an activity log is created by Adapter. Prerequisite: The status must exist in the Salesforce Task Status Picklist.
 |structuredtextwide=*'''Voice Activity Log''' specifies the call types for the adapter to create in the activity history for Salesforce.

@@ Line 19: / Line 19: @@
 |alignment=Horizontal
 |Media=Image
-|image=AS_GPlus_General_GAPI-25108.png
+|image=AS_April2021_GPlus_General_GAPI-27362.png
 |structuredtext=In the '''General''' section, configure the following options:
@@ Line 29: / Line 29: @@
 *'''Run Salesforce Apex on Interaction Events''' specifies the interaction event which triggers Salesforce Apex to run.
 *'''Apex Class Name''' configures the name for a Salesforce custom apex class.
 *'''Salesforce Message Channel Name for Service Client API''' specifies the name of the message channel in Salesforce for Service Client API.
 *'''Notifications''' specifies whether Gplus Adapter displays notifications.
@@ Line 49: / Line 50: @@
 **<code>Established</code> — The Adapter initiates a screen pop when the call is established.
 *'''Screen Pop on Ringing''' specifies whether the adapter initiates a screen pop when the call is ringing. If not enabled, or set to '''False''', the adapter initiates a screen pop when the call is established.
-|structuredtextwide=*'''Screen Pop Preprocessing Rule''' specifies the preprocessing rule to apply to the ANI or DNIS before showing the screen pop. When you enable this option, you can choose the default preprocessing rules or add a rule. If you add a rule, you will need to define a '''Display Name''' for the rule and define the '''RegEx''', '''Prefix''', and '''Description'''.
+|structuredtextwide=*'''Screen Pop Preprocessing Rule''' specifies the preprocessing rule to apply to the ANI or DNIS before showing the screen pop. When you enable this option, you can choose the default preprocessing rules or add a rule. If you add a rule, you will need to define a '''Display Name''' for the rule and define the '''RegEx''', '''Replacement''', and '''Description'''.
 *'''RegEx to Match UserData''' specifies a regular expression pattern used to match one or more UserData keys. The values for these keys are used to build the search and screen pop expression. If this option is not defined, the adapter uses the existing <code>cti_</code> prefix logic.
 *'''Create New Salesforce Record on Screenpop''' specifies whether Gplus Adapter creates a new Salesforce record on screenpop. Values include: