PEC-GPA/Current/Administrator/GPlusGenFeatures - Revision history

WikiSysop at 10:31, June 9, 2023

2023-06-09T10:31:04Z

WikiSysop at 17:47, August 30, 2022

2022-08-30T17:47:54Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:33Z

WikiSysop at 18:00, May 24, 2022

2022-05-24T18:00:46Z

Matthew.west@genesys.com: Published

2021-12-02T17:47:52Z

Published

Matthew.west@genesys.com: Published

2021-09-15T13:27:39Z

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Matthew.west@genesys.com at 17:52, September 13, 2021

2021-09-13T17:52:57Z

Matthew.west@genesys.com at 14:37, September 13, 2021

2021-09-13T14:37:37Z

Matthew.west@genesys.com: Published

2021-08-25T14:10:47Z

Published

Matthew.west@genesys.com: Published

2021-08-19T15:07:31Z

Published

@@ Line 149: / Line 149: @@
 <ul>
 <li>'''CTI Adapter URL''': <tt><nowiki>https://gwa-usw1.genesyscloud.com/ui/crm-workspace/index.html?site-1=gwa-use1.genesyscloud.com</nowiki></tt></li>
-<li>'''CTI Adapter Backup URL'''{{AnchorDiv|CTIAdapterBackupURL}}: <tt><nowiki>https://gwa-use1.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>
+<li>'''CTI Adapter Backup URL'''{{AnchorDiv|CTIAdapterBackupURL}}: <tt><nowiki>https://gwa-use1.genesyscloud.com/ui/crm-workspace/index.html?site-1=gwa-usw1.genesyscloud.com</nowiki></tt>
 <p>(reqStandbyUrl) - Represents the location that hosts the backup Adapter URL. The backup Adapter is used after the timeout period has elapsed for the primary Adapter and the '''[https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_notifyInitializationComplete_lex.htm notifyInitializationComplete()]''' for Salesforce method hasn’t been called within the required timeout period. When you specify a backup URL, also specify the timeout value in the '''Use CTI API''' field.</p>
 </li>

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |anchor=SCAPI

@@ Line 166: / Line 166: @@
 |anchor=Status
 |alignment=Vertical
-|structuredtext=Gplus Adapter displays agent status in the Utility Bar whether the Adapter window is minimized or maximized. Agent status is obtained from Workspace Agent Desktop. This feature enables agents to monitor their status even when the Adapter window is minimized.
+|structuredtext=Gplus Adapter displays agent status in the Utility Bar whether the Adapter window is minimized or maximized. Agent status is obtained from Agent Workspace. This feature enables agents to monitor their status even when the Adapter window is minimized.
 Agent status in Lightning:
@@ Line 198: / Line 198: @@
 *Receiving confirmation that an interaction has been added to the Genesys Universal Contact Server (UCS) database
-'''Note''': If an agent receives an SMS from an unassigned contact in the '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab, the Workspace Agent Desktop window will be maximize if it was minimized on SMS invite; however, if the contact in the '''Communication''' tab is assigned, no action occurs.
+'''Note''': If an agent receives an SMS from an unassigned contact in the '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab, the Agent Workspace window will be maximize if it was minimized on SMS invite; however, if the contact in the '''Communication''' tab is assigned, no action occurs.
 |Status=No
 }}{{Section
@@ Line 217: / Line 217: @@
 *'''{{Link-SomewhereInThisVersion|manual=Administrator|topic=GPlusGenFeatures|anchor=RunApex|display text=Run Apex}}''': If you have configured Salesforce Run Apex, calls to Run Apex occur in the active browser tab.
-Genesys recommends logging in to Adapter in the first browser tab before opening Gplus Adapter in multiple tabs. Before using Adapter in any open browser tab or opening Adapter in a new tab, make sure that Adapter has finished operations in your active page and is fully loaded. Refer to the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=Multibrowser|display text=Workspace Agent Desktop}} Agent Help for more information.
+Genesys recommends logging in to Adapter in the first browser tab before opening Gplus Adapter in multiple tabs. Before using Adapter in any open browser tab or opening Adapter in a new tab, make sure that Adapter has finished operations in your active page and is fully loaded. Refer to the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=Multibrowser|display text=Agent Workspace}} Agent Help for more information.
 |Status=No
 }}{{Section
@@ Line 241: / Line 241: @@
 |anchor=Localization
 |alignment=Vertical
-|structuredtext=Gplus Adapter automatically selects the same language that Salesforce is configured to display in, if the language is supported by Workspace Agent Desktop; otherwise, Gplus Adapter displays in English. For example, if Salesforce is configured to display in French, then Adapter displays in French.
+|structuredtext=Gplus Adapter automatically selects the same language that Salesforce is configured to display in, if the language is supported by Agent Workspace; otherwise, Gplus Adapter displays in English. For example, if Salesforce is configured to display in French, then Adapter displays in French.
 Refer to  [https://help.salesforce.com/articleView?id=usersetup_lang_time_zone.htm&type=5 Edit Your Language and Locale Settings] for information about setting the display language in Salesforce Lightning.

@@ Line 15: / Line 15: @@
 |anchor=RunApex
 |alignment=Vertical
-|structuredtext=If you want to customize Salesforce by running Salesforce Apex on Genesys interaction events, you can configure Gplus Adapter to create and execute Salesforce Apex. See the  [https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_dev_guide.htm Salesforce Apex Developer Guide]. Apex can be initiated by the following Genesys interaction events: DIALING, RINGING, ESTABLISHED, and RELEASED.
+|structuredtext=If you want to customize Salesforce by running Salesforce Apex on Genesys interaction events, you can configure Gplus Adapter to create and execute Salesforce Apex. See the  [https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_dev_guide.htm Salesforce Apex Developer Guide].
 Your Apex class should have one method and accept the following two string parameters: eventName and eventData.
@@ Line 21: / Line 57: @@
 For example:
 <source lang="text">
-public class TestApex {public void eventCollector (
+public class tstapex {
+    public void eventCollector (string eventName, string eventData) {
-string eventName, string eventData) { …
+        String data;
-…… }
+        if (eventName == 'INVITED'){
 </source>
@@ Line 37: / Line 108: @@
 Configure the name of the custom Apex Class to execute by using the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Apex Class Name}}''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=SFOptions|display text=Agent Setup}}.
-Gplus Adapter can send a list of interaction userData key-value pairs (KVPs) to Salesforce Apex for the specified interaction event. To specify the list of userData key names, configure the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Apex Data}}''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=SFOptions|display text=Agent Setup}}. This feature depends on the '''Run Salesforce Apex on Interaction Events''' option being enabled in Agent Setup. When the specified event, such as RINGING, occurs, Gplus Adapter collects the userData KVPs and sends them to the Apex class specified by the '''Apex Class Name''' option.
+Gplus Adapter can send a list of interaction userData key-value pairs (KVPs) to Salesforce Apex for the specified interaction event. To specify the list of userData key names for voice interactions, configure the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Apex Data}}''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=SFOptions|display text=Agent Setup}}. To specify the event that triggers Salesforce Apex for digital channel interactions, specify the value by configuring the '''salesforce.run-apex.events''' option in the {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|display text=Agent Annex}} in Agent Setup. Specify one of the following values: INVITED, ACCEPTED, CREATED, or REMOVED.
 When you configure '''Apex Data''', ensure that the key names that you specify exist in the interaction userData; Gplus Adapter skips non-existent key names. To avoid this situation, either add the key name to the userData, remove non-existent key names from the option, or ensure that Apex properly processes non-existent key names. If an empty list is specified for the value of '''Apex Data''', the original interaction object data is sent to the Apex '''eventData''' parameter.

@@ Line 30: / Line 30: @@
 Examples of how to use the Run Salesforce Apex on interaction events functionality include:
-*Create Salesforce Case with user data from an interaction.
+*Provide Salesforce Alerts to an agent for reminders about how to handle a workflow in Salesforce.
-*Provide Salesforce Alert to Agent for reminders on how to handle a workflow in Salesforce.
+*Link a newly created Salesforce Case record to the existing (Account, Contact, and so on) record.
 Configure which events you want to trigger runApex code by using the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Run Salesforce Apex on Interaction Events}}''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=SFOptions|display text=Agent Setup}}.

@@ Line 131: / Line 131: @@
 |anchor=KeepAlive
 |alignment=Vertical
-|structuredtext=Gplus Adapter logs an agent out if there has been a period of inactivity. Use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Keep Alive Sync}}''' option 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.
+|structuredtext=Gplus Adapter logs an agent out if there has been a period of inactivity. Use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Keep Alive Sync}}''' option 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. If the browser with Gplus Adapter loaded or the agent's device becomes <!--{{Link-Standalone|topic=PEC-Agent/Login|anchor=inactivity|display text=idle}}-->idle, Keep Alive functionality also becomes idle.
 |Status=No
 }}{{Section

@@ Line 74: / Line 74: @@
 <p>Here is an example ('''NOTE:''' the URLs in your environment will be different):
 <ul>
-<li>'''CTI Adapter URL''': <tt><nowiki>https://gwa-usw1.genesyscloud.com/ui/crm-workspace/index.html?site-1=gwa-usw2.genesyscloud.com</nowiki></tt></li>
+<li>'''CTI Adapter URL''': <tt><nowiki>https://gwa-usw1.genesyscloud.com/ui/crm-workspace/index.html?site-1=gwa-use1.genesyscloud.com</nowiki></tt></li>
-<li>'''CTI Adapter Backup URL'''{{AnchorDiv|CTIAdapterBackupURL}}: <tt><nowiki>https://gwa-usw2.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>
+<li>'''CTI Adapter Backup URL'''{{AnchorDiv|CTIAdapterBackupURL}}: <tt><nowiki>https://gwa-use1.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>
 <p>(reqStandbyUrl) - Represents the location that hosts the backup Adapter URL. The backup Adapter is used after the timeout period has elapsed for the primary Adapter and the '''[https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_notifyInitializationComplete_lex.htm notifyInitializationComplete()]''' for Salesforce method hasn’t been called within the required timeout period. When you specify a backup URL, also specify the timeout value in the '''Use CTI API''' field.</p>
 </li>

@@ Line 69: / Line 69: @@
 <li>Click '''Call Centers'''.</li>
 <li>Click '''Import'''.</li>
-<li>Click '''Choose File''' and navigate to the folder where you saved the <tt>callcenter.xml</tt> file.</li>
+<li>Click '''Choose File''' and navigate to the folder where you saved the <tt>DR-lightning-callcenter.xml</tt> file.</li>
 <li>Click '''Import'''.</li>
 <li>Click '''Edit''' and fill in the '''CTI Adapter URL''' and '''CTI Adapter Backup URL''' that Genesys provided to you. Refer to the screen shot for an example of what a configuration looks like. When you paste the URLs that Genesys gives you, add the following parameters to '''CTI Adapter URL''': <tt>?site-1=''<GWSHOST'' from Backup URL''>''</tt>

@@ Line 119: / Line 119: @@
 |structuredtext=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
+*Receiving voice, chat, SMS, 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
 |Status=No
 }}{{Section