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

WikiSysop at 17:48, August 30, 2022

2022-08-30T17:48:02Z

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:06Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:13:03Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Matthew.west@genesys.com: Published

2021-03-09T19:56:03Z

Published

Matthew.west@genesys.com: Published

2021-01-15T14:19:46Z

Published

Mwest: Published

2020-09-17T18:44:33Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:19Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:08Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-09T16:53:10Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Integrating Gplus Adapter
|TocName=Integrating Gplus Adapter
|Context=The steps to setup and access Gplus Adapter in Salesforce.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext={{NoteFormat|
# Ensure that Agent Desktop release 9 has been enabled in your environment by confirming that the Agent Desktop 9 application icon is displayed in your {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=Genesys Portal}}.
# In the Portal, click the '''Agent Desktop''' icon to launch Agent Desktop and then copy the domain name from the Agent Desktop URL to build Gplus Adapter URL. For example, copy <tt><nowiki>gwa-<region>.genesyscloud.com</nowiki></tt> from the Agent Desktop URL. The domain in the Agent Desktop URL should be used in Gplus Adapter URL.
# The Adapter URL will look like this: <tt><nowiki>https://gwa-<region>.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>
|1}}

{{NoteFormat|If you are migrating from Adapter 8.5, you must first follow the migration procedure in {{Link-SomewhereInThisManual|topic=GPlusMigration90|display text=this article}}.|1}}

Here’s a summary of the steps you need to take to setup and access Gplus Adapter in Salesforce.

#Enable '''Lightning''' in your Salesforce environment.
#{{Link-SomewhereInThisManual|topic=GPlusSalesforceLightning|anchor=setupAD|display text=Integrate Gplus Adapter}} in Salesforce Lightning.
#{{Link-SomewhereInThisManual|topic=GPlusSalesforceLightning|anchor=setupAddUsers|display text=Add users}} to your Call Center.
#{{Link-SomewhereInThisManual|topic=GPlusSalesforceLightning|anchor=setupAddUtility|display text=Configure the Utility bar}} for Gplus Adapter for the agents to easily access the application.
#{{Link-SomewhereInThisManual|topic=GPlusSSO90|anchor=top|display text=Configure Gplus Adapter SSO}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Integrating Gplus Adapter in Salesforce Lightning
|anchor=setupAD
|alignment=Vertical
|Media=
|image=
|structuredtext=Follow these steps:

[[File:CTIURL1.png|left]]

#Click the gear icon in the top right corner and then click '''Setup'''.
#Using the '''Quick Find''' field, search for and access the '''Call Centers''' setup page.
#Using the '''Import''' functionality, import the {{RepositoryTemp|lightning-callcenter.xml|279026421753|lightning-callcenter.xml}} file from your computer. If you have not already downloaded the file, download it from {{RepositoryTemp|lightning-callcenter.xml|279026421753|here}}.
#From the '''All Call Centers''' list, click the Call Center you just imported. For example, '''GPlus9Lightning'''.
#Take the Adapter URL that you built at the beginning of this article and enter it in the '''CTI Adapter URL''' field. The domain name can be in one of two formats. If you do not have a unique tenant, the domain name includes a region: <tt><nowiki>https://gwa-<region>.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>. If you have a unique tenant, your URL will include your company name: <tt><nowiki>https://<your company name>.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>.
#Save the changes.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Adding users to Call Center
|anchor=setupAddUsers
|alignment=Horizontal
|Media=Image
|image=CCManageUsers1.png
|structuredtext=The next step after you setup your Adapter is to add users to your call center. You must add at least one user to your call center.

#In the '''Call Centers''' setup page, click '''Manage Call Center Users'''.
#Click '''Add More Users'''.
#Search the interface to find the users you want to add to Gplus Adapter.
#Select the users you want to add and click '''Add to Call Center'''.
{{NoteFormat| From the '''Manage Users''' page, select the users you want to remove from a call center and click '''Remove Users'''.|2}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configuring the Utility bar
|anchor=setupAddUtility
|alignment=Horizontal
|Media=Image
|image=GplusLightUtility.png
|structuredtext=#In the setup page, using the '''Quick Find''' field, search for and access the '''App Manager''' settings page. 
#Create a new application by clicking '''New Lightning App'''. Follow the steps in {{#Widget:ExtLink|link=https://trailhead.salesforce.com/en/content/learn/modules/lightning_apps/lightning_apps_create|displaytext=New Lightning App creation procedure}} in Salesforce documentation.
#When creating a new Lightning app, follow the additional steps below to configure the utility items for your Gplus Adapter.
#*In the '''App Options''' step, ensure that you select '''Console Navigation'''. Gplus Adapter does not support '''Standard Navigation'''.
#*In the '''Utility Items''' step, add <tt>Open CTI Softphone</tt> by clicking '''Add Utility Item'''.
#*For the soft phone, you can modify the display properties such as '''Label, Panel Width''' and '''Panel Height'''.
#Specify '''Navigation Items''' and '''User Profiles''' for the new Lightning app by referring to Salesforce documentation.
#Save the application.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Accessing Gplus Adapter
|anchor=AccessingGplusAdapter
|alignment=Vertical
|Media=
|image=
|structuredtext=You can access the Gplus Adapter application by following the procedure below.

#In the top-left corner, click the '''App Launcher''' icon [[File:GPlus adp Lightning applaunchericon.png|30px|link=]].
#Select the app that you created when setting up the Gplus Adapter application.
#Click the phone icon from the bar at the bottom-left corner to open the Gplus Adapter application.
#Log in to the application to start using the Genesys contact center functionalities.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 13: / Line 13: @@
 ===How to create a Gplus Adapter URL===
 <ol>
-<li><p>Ensure that Agent Desktop release 9 has been enabled in your environment by confirming that the Agent Desktop 9 application icon is displayed in your {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=Genesys Portal}}.</p></li>
+<li><p>Ensure that Agent Workspace release 9 has been enabled in your environment by confirming that the Agent Workspace 9 application icon is displayed in your {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=Genesys Portal}}.</p></li>
-<li><p>In the Portal, click the '''Agent Desktop''' icon to launch Agent Desktop and then copy the domain name from the Agent Desktop URL to build Gplus Adapter URL. For example, copy <tt><nowiki>gwa-<region>.genesyscloud.com</nowiki></tt> from the Agent Desktop URL. The domain in the Agent Desktop URL should be used in Gplus Adapter URL.</p></li>
+<li><p>In the Portal, click the '''Agent Workspace''' icon to launch Agent Workspace and then copy the domain name from the Agent Workspace URL to build Gplus Adapter URL. For example, copy <tt><nowiki>gwa-<region>.genesyscloud.com</nowiki></tt> from the Agent Workspace URL. The domain in the Agent Workspace URL should be used in Gplus Adapter URL.</p></li>
 <li><p>The Adapter URL will look like this:<br /><tt><nowiki>https://gwa-<region>.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt></p></li>
 </ol>

@@ Line 75: / Line 75: @@
 |anchor=MultiRegion
 |alignment=Vertical
-|structuredtext=Your Genesys Engage deployment may have multiple regions. For multiple regions you must create a unique Salesforce Call Center for each region and use the CTI Adapter URL specific to each region. Agents may only be assigned to a single Salesforce Call Center. Agents assigned to one region may not access other regions unless their Salesforce account is moved from one Salesforce Call Center to another Call Center. Follow these steps to create a Salesforce Call Center for a second region:
+|structuredtext=Your Genesys Multicloud CX deployment may have multiple regions. For multiple regions you must create a unique Salesforce Call Center for each region and use the CTI Adapter URL specific to each region. Agents may only be assigned to a single Salesforce Call Center. Agents assigned to one region may not access other regions unless their Salesforce account is moved from one Salesforce Call Center to another Call Center. Follow these steps to create a Salesforce Call Center for a second region:
 #[https://help.salesforce.com/articleView?id=cti_admin_createcc.htm&type=5 Clone your existing Salesforce Call Center].

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|If you are migrating from Adapter 8.5, you must first follow the migration procedure in {{Link-SomewhereInThisManual|topic=GPlusMigration90|display text=this article}}.|1}}
+|structuredtext={{NoteFormat|If you are migrating from Adapter 8.5, you must first follow the migration procedure in {{Link-SomewhereInThisManual|topic=GPlusMigration90|display text=this article}}.|1}}{{NoteFormat|For information about integrating Gplus Adapter in Classic, {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusSalesforceClassic|display text=go here}}.|1}}<!--{{NoteFormat|If you use the Genesys Private Edition of Gplus Adapter for Salesforce, follow the steps in the {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusPrivateEdition}} article to integrate Gplus Adapter.|1}}-->
-{{NoteFormat|For information about integrating Gplus Adapter in Classic, {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusSalesforceClassic|display text=go here}}.|1}}
+|Status=No
 ===How to create a Gplus Adapter URL===
 <ol>
@@ Line 25: / Line 50: @@
 #{{Link-SomewhereInThisManual|topic=GPlusSalesforceLightning|anchor=setupAddUtility|display text=Configure the Utility bar}} for Gplus Adapter for the agents to easily access the application.
 #{{Link-SomewhereInThisManual|topic=GPlusSSO90|anchor=top|display text=Configure Gplus Adapter SSO}}.
-|Status=No
+|Status=Yes
 }}{{Section
 |sectionHeading=Integrating Gplus Adapter in Salesforce Lightning

@@ Line 18: / Line 18: @@
 </ol>
-=== Steps to setup and access Gplus Adapter in Salesforce ===
+===Steps to setup and access Gplus Adapter in Salesforce===
 #Enable '''Lightning''' in your Salesforce environment.
@@ Line 67: / Line 67: @@
 #*In the '''Utility Items''' step, add <tt>Open CTI Softphone</tt> by clicking '''Add Utility Item'''.
 #*For the soft phone, you can modify the display properties such as '''Label, Panel Width''' and '''Panel Height'''.
 #Specify '''Navigation Items''' and '''User Profiles''' for the new Lightning app by referring to Salesforce documentation.
 #Save the application.

@@ Line 62: / Line 62: @@
 |image=GplusLightUtility.png
 |structuredtext=#In the setup page, using the '''Quick Find''' field, search for and access the '''App Manager''' settings page. <br />
-#Create a new application by clicking '''New Lightning App'''. Follow the steps in {{#Widget:ExtLink|link=https://trailhead.salesforce.com/en/content/learn/modules/lightning_apps/lightning_apps_create|displaytext=New Lightning App creation procedure}} in Salesforce documentation.
+#Create a new application by clicking '''New Lightning App'''. Follow the steps in {{#Widget:ExtLink|link=https://trailhead.salesforce.com/en/content/learn/modules/lightning_app_builder|displaytext=New Lightning App creation procedure}} in Salesforce documentation.
 #When creating a new Lightning app, follow the additional steps below to configure the utility items for your Gplus Adapter.
 #*In the '''App Options''' step, ensure that you select '''Console Navigation'''. Gplus Adapter does not support '''Standard Navigation'''.

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Integrating Gplus Adapter
+|DisplayName=Integrating Gplus Adapter in Lightning
-|TocName=Integrating Gplus Adapter
+|TocName=Integrating Gplus Adapter in Lightning
-|Context=The steps to setup and access Gplus Adapter in Salesforce.
+|Context=The steps to setup and access Gplus Adapter in Salesforce Lightning.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
-|Media=
+|structuredtext={{NoteFormat|If you are migrating from Adapter 8.5, you must first follow the migration procedure in {{Link-SomewhereInThisManual|topic=GPlusMigration90|display text=this article}}.|1}}
-|image=
+{{NoteFormat|For information about integrating Gplus Adapter in Classic, {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusSalesforceClassic|display text=go here}}.|1}}
-{{NoteFormat|If you are migrating from Adapter 8.5, you must first follow the migration procedure in {{Link-SomewhereInThisManual|topic=GPlusMigration90|display text=this article}}.|1}}
+===How to create a Gplus Adapter URL===
-Here’s a summary of the steps you need to take to setup and access Gplus Adapter in Salesforce.
+=== Steps to setup and access Gplus Adapter in Salesforce ===
 #Enable '''Lightning''' in your Salesforce environment.
@@ Line 28: / Line 25: @@
 #{{Link-SomewhereInThisManual|topic=GPlusSalesforceLightning|anchor=setupAddUtility|display text=Configure the Utility bar}} for Gplus Adapter for the agents to easily access the application.
 #{{Link-SomewhereInThisManual|topic=GPlusSSO90|anchor=top|display text=Configure Gplus Adapter SSO}}.
 |Status=No
 }}{{Section
@@ Line 35: / Line 30: @@
 |anchor=setupAD
 |alignment=Vertical
 |structuredtext=Follow these steps:
-[[File:CTIURL1.png|left]]
+[[File:CTIURL1.png]]
 #Click the gear icon in the top right corner and then click '''Setup'''.
@@ Line 45: / Line 38: @@
 #Using the '''Import''' functionality, import the {{RepositoryTemp|lightning-callcenter.xml|279026421753|lightning-callcenter.xml}} file from your computer. If you have not already downloaded the file, download it from {{RepositoryTemp|lightning-callcenter.xml|279026421753|here}}.
 #From the '''All Call Centers''' list, click the Call Center you just imported. For example, '''GPlus9Lightning'''.
-#Take the Adapter URL that you built at the beginning of this article and enter it in the '''CTI Adapter URL''' field. The domain name can be in one of two formats. If you do not have a unique tenant, the domain name includes a region:<br /><tt><nowiki>https://gwa-<region>.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>.<br />If you have a unique tenant, your URL will include your company name: <br /><tt><nowiki>https://<your company name>.genesyscloud.com/ui/crm-workspace/index.html</nowiki></tt>.
+#Take the Adapter URL that you built at the beginning of this article and enter it in the '''CTI Adapter URL''' field.
 #Save the changes.
 |Status=No
 }}{{Section
@@ Line 63: / Line 54: @@
 #Select the users you want to add and click '''Add to Call Center'''.
 {{NoteFormat| From the '''Manage Users''' page, select the users you want to remove from a call center and click '''Remove Users'''.|2}}
 |Status=No
 }}{{Section
@@ Line 80: / Line 69: @@
 #Specify '''Navigation Items''' and '''User Profiles''' for the new Lightning app by referring to Salesforce documentation.
 #Save the application.
-|structuredtextwide=
+|Status=No
-|FAQHeading=
+}}{{Section
 |Status=No
 }}{{Section
@@ Line 87: / Line 86: @@
 |anchor=AccessingGplusAdapter
 |alignment=Vertical
 |structuredtext=You can access the Gplus Adapter application by following the procedure below.
@@ Line 95: / Line 92: @@
 #Click the phone icon from the bar at the bottom-left corner to open the Gplus Adapter application.
 #Log in to the application to start using the Genesys contact center functionalities.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=The steps to setup and access Gplus Adapter in Salesforce.
 |ComingSoon=No
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |Prereq=
 |Section={{Section

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

WikiSysop at 17:48, August 30, 2022

WikiSysop at 19:20, July 28, 2022

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Mwest: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"