PEC-GPA/Current/Administrator/GplusClickToDial90 - Revision history

WikiSysop at 17:48, August 30, 2022

2022-08-30T17:48:05Z

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

2021-11-09T21:12:06Z

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

Matthew.west@genesys.com: Undo revision 105007 by Matthew.west@genesys.com (talk)

2021-10-20T16:30:51Z

Undo revision 105007 by Matthew.west@genesys.com (talk)

Matthew.west@genesys.com: Published

2021-10-14T19:25:45Z

Published

Matthew.west@genesys.com: Published

2021-04-15T18:48:07Z

Published

Matthew.west@genesys.com: Published

2021-03-04T16:43:26Z

Published

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

2020-07-25T02:31:10Z

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

Mwest: Published

2020-07-16T19:04:23Z

Published

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

2020-07-15T11:45:38Z

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

Mwest: Published

2020-06-16T14:09:40Z

Published

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Preprocessing rules for international dialing
 |anchor=Preprocessingrulesforinternationaldialing

@@ Line 56: / Line 56: @@
 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 {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Dispositions|display text=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 Disposition Codes to initiate branching in the Sales Cadence.
+While handling an interaction, users must select the {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Dispositions|display text=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 Multicloud CX Disposition Codes to initiate branching in the Sales Cadence.
 The video presents an example of how to integrate Gplus Adapter with Salesforce HVS.

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Preprocessing rules for international dialing
 |anchor=Preprocessingrulesforinternationaldialing

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Preprocessing rules for international dialing
 |anchor=Preprocessingrulesforinternationaldialing

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Section={{Section
-|sectionHeading=Pre-processing rules for international dialing
+|sectionHeading=Preprocessing rules for international dialing
-|anchor=Pre-processingrulesforinternationaldialing
+|anchor=Preprocessingrulesforinternationaldialing
 |alignment=Vertical
-|structuredtext=You can configure Adapter to apply custom pre-processing rules on click-to-dial requests to adjust the format of phone numbers or {{Glossaryterm|term=Automatic_Number_Identification|text=ANI}} for international dialing.
+|structuredtext=Gplus Adapter can apply custom preprocessing rules that you define on click-to-dial requests to adjust the format of phone numbers or {{Glossaryterm|term=Automatic_Number_Identification|text=ANI}} for international dialing.
-To support click-to-dial the pre-processing rules you setup for international numbers, Adapter examines 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. You can configure pre-processing rules with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Click to Dial Preprocessing Rules}}''' setting in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}}. For example, you can configure a pre-processing rule to add a "+1" prefix to the phone number being dialed.
+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 '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Click to Dial Preprocessing Rules}}''' setting in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}}. For example, you can configure a preprocessing rule to add a "+1" prefix to the phone number being dialed.
-You can also define pre-processing rules for the screen pop to replace a portion of the Automatic Number Identification (ANI) with a dialable number &mdash; for example, to remove a leading "+1". This is helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop Preprocessing Rule}}''' setting in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
+Choose one of these settings:
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=Click-to-dial enables agents to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}}, 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.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

@@ Line 15: / Line 15: @@
 |structuredtext=You can configure Adapter to apply custom pre-processing rules on click-to-dial requests to adjust the format of phone numbers or {{Glossaryterm|term=Automatic_Number_Identification|text=ANI}} for international dialing.
-To support click-to-dial the pre-processing rules you setup for international numbers, Adapter examines 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. You can configure pre-processing rules with the '''Click to Dial Preprocessing Rules''' setting in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}}. For example, you can configure a pre-processing rule to add a "+1" prefix to the phone number being dialed.
+To support click-to-dial the pre-processing rules you setup for international numbers, Adapter examines 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. You can configure pre-processing rules with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=General|display text=Click to Dial Preprocessing Rules}}''' setting in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}}. For example, you can configure a pre-processing rule to add a "+1" prefix to the phone number being dialed.
-You can also define pre-processing rules for the screen pop to replace a portion of the Automatic Number Identification (ANI) with a dialable number &mdash; for example, to remove a leading "+1". This is helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the '''Screen Pop Preprocessing Rule''' setting in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
+You can also define pre-processing rules for the screen pop to replace a portion of the Automatic Number Identification (ANI) with a dialable number &mdash; for example, to remove a leading "+1". This is helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop Preprocessing Rule}}''' setting in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
 |structuredtextwide=
 |FAQHeading=

@@ Line 3: / Line 3: @@
 |DisplayName=Click-to-Dial
 |TocName=Click-to-Dial
-|Context=Click-to-dial enables agents to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options|anchor=SFOptions|display text=Agent Setup}}, 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.l
+|Context=Click-to-dial enables agents to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}}, 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.
 |ComingSoon=No
 |Platform=PureEngage

PEC-GPA/Current/Administrator/GplusClickToDial90 - Revision history

WikiSysop at 17:48, August 30, 2022

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

Matthew.west@genesys.com: Undo revision 105007 by Matthew.west@genesys.com (talk)

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

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

Mwest: Published

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

Mwest: Published

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

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