PEC-GPA/Current/Administrator/GplusScreenPop90 - Revision history

WikiSysop at 08:15, January 20, 2023

2023-01-20T08:15:55Z

WikiSysop at 18:56, August 23, 2022

2022-08-23T18:56:25Z

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:11Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:39Z

WikiSysop at 18:15, June 28, 2022

2022-06-28T18:15:58Z

Mwest: Published

2022-03-23T12:58:30Z

Published

Mwest at 18:35, February 15, 2022

2022-02-15T18:35:31Z

Mwest: Published

2022-02-15T18:33:51Z

Published

Show changes

Matthew.west@genesys.com: Published

2021-08-04T15:47:20Z

Published

Matthew.west@genesys.com: Published

2021-04-15T18:38:28Z

Published

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@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
@@ Line 29: / Line 30: @@
 |anchor=screenpoplogic
 |alignment=Vertical
 |structuredtext=Gplus Adapter can retrieve and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=screen pop}} Salesforce records for calls, chats, SMS, emails, and open media interactions. You can configure how Adapter displays a screen pop when a call or chat (including SMS) is transferred or merged in a conference.
 Before you proceed with selecting the screen pop settings, get familiar with how screen pop records are selected and displayed to an agent. This section helps you understand how Adapter finds the matching Salesforce record to screen pop. Review the diagram and accompanying video for a summary of the screen pop search process.
@@ Line 212: / Line 217: @@
 [[File:Gplus 900 New Salesforce Record Mapping.png|600px]]
 |Status=No
 }}{{Section

@@ Line 119: / Line 119: @@
 If you use the regular expression options to match your own ID key, ensure that the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Object ID UserData Key}}''' option is set to '''id_transfer_object'''. This setting ensures that screen pop works with in-focus page transfers.
-<!--To troubleshoot screen pop errors, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusTroubleshoot90|anchor=ScreenPopNotifications|display text=Screen Pop Notifications}}.-->
 |Status=No
 }}{{Section
@@ Line 211: / Line 212: @@
 [[File:Gplus 900 New Salesforce Record Mapping.png|600px]]
 |Status=No
 }}{{Section

@@ Line 239: / Line 239: @@
 |anchor=TeamCommunicator
 |alignment=Vertical
-|structuredtext=You can enable agents to use Agent Desktop Team Communicator to call a contact that is stored in the Universal Contact Server (UCS) and view the detailed contact information from the '''Contacts''' tab. For more information, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Global_Login}}.
+|structuredtext=You can enable agents to use Agent Workspace Team Communicator to call a contact that is stored in the Universal Contact Server (UCS) and view the detailed contact information from the '''Contacts''' tab. For more information, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Global_Login}}.
 |Status=No
 }}{{Section

@@ Line 148: / Line 148: @@
 *When not selected or if the option is not available, Adapter displays the screen pop only when the agent accepts the chat or SMS interaction invitation.
-For SMS, the screen pop appears only for an unassigned contact. If the contact is already assigned to the agent in the Workspace Agent Desktop '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab, no screen-pop is displayed.
+For SMS, the screen pop appears only for an unassigned contact. If the contact is already assigned to the agent in the Agent Workspace '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab, no screen-pop is displayed.
 |Status=No
 }}{{Section

@@ Line 57: / Line 57: @@
 <li>'''Default''': The default preprocessing rule removes "+1" from the beginning of the ANI or DNIS.</li>
 <li>'''Add...''': Name and define your own preprocessing rule. These four parameters define each preprocessing rule:
-<ul>'''Display Name''': The name of the pre-processing rule.</li>
+<ul>'''Display Name''': The name of the pre-processing rule.
 <li>'''RegEx''': A RegEx defining the condition to be matched.</li>
 <li>'''Replacement''': The string to replace the matched string.</li>
@@ Line 119: / Line 119: @@
 If you use the regular expression options to match your own ID key, ensure that the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Object ID UserData Key}}''' option is set to '''id_transfer_object'''. This setting ensures that screen pop works with in-focus page transfers.
 <!--To troubleshoot screen pop errors, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusTroubleshoot90|anchor=ScreenPopNotifications|display text=Screen Pop Notifications}}.-->
 |Status=No
@@ Line 227: / Line 226: @@
 |anchor=ScreenPopType
 |alignment=Vertical
-|structuredtext={{NoteFormat|This feature is not supported for Salesforce Classic.|1}}You can use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop object type}}''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}} to specify what type of object you want Salesforce to screen-pop. This option supports inbound, outbound, internal, and consult calls. '''SOBJECT''' is the default value, other available object types are:
+|structuredtext={{NoteFormat|This feature is not supported for Salesforce Classic.|1}}You can use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop object type}}''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}} to specify what type of object you want Salesforce to screen-pop. This feature supports voice and digital channels interactions. '''SOBJECT''' is the default value, other available object types are:
 *FLOW: Pops to the [https://developer.salesforce.com/developer-centers/lightning-flow/ target flow]. The flow is specified by the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop Flow section name}}''' option. Additional arguments can be passed to the flow, for example, the caller’s phone number or a list of matching records. To take the flow name and arguments from the attached data, specify the flow name and "flowArgs", valid flow arguments in JSON format, or the <tt>$attach_data_flow_name$</tt> and <tt>$attach_data_flowArgs_name$</tt> parameters.

@@ Line 29: / Line 29: @@
 |anchor=screenpoplogic
 |alignment=Vertical
-|structuredtext=Gplus Adapter can retrieve and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=screen pop}} Salesforce records for calls, chats, emails, and open media interactions. You can configure how Adapter displays a screen pop when a call or chat is transferred or merged in a conference.
+|structuredtext=Gplus Adapter can retrieve and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=screen pop}} Salesforce records for calls, chats, SMS, emails, and open media interactions. You can configure how Adapter displays a screen pop when a call or chat (including SMS) is transferred or merged in a conference.
 ===How screen pop records are retrieved from Salesforce===
 Before you proceed with selecting the screen pop settings, get familiar with how screen pop records are selected and displayed to an agent. This section helps you understand how Adapter finds the matching Salesforce record to screen pop.
-Here's the ''default'' way Adapter tells Salesforce to display in a screen pop:
+Here's the Gplus Adapter workflow to request Salesforce to display a screen pop:
 *'''If the UserData for the call has key(s) with the prefix "id_"''' (such as "id_SalesforceCaseId"), then the first value Adapter finds is sent in the screen pop request to Salesforce.
-*'''If the UserData does not include any "id_" keys''', Adapter builds a search string using a combination of the ANI or the DNIS, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber").
+*'''If the UserData ''does not'' include any "id_" keys''', Adapter builds a search string using a combination of the ANI or the DNIS, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber").
 **You can specify whether the search should include the ANI by selecting the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Use ANI in Screen Pop Search}}''' setting.
 **You can specify whether the search should include the DNIS (the number dialed by the caller) by selecting the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Use DNIS in Screen Pop Search}}''' setting.
@@ Line 110: / Line 110: @@
 ===Screen pop for Calls===
-When an agent receives an external call, Adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. By default, Adapter initiates the screen pop when the call is established, but you can select the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screenpop On Ringing}}''' setting to initiate a screen pop when the call is ringing instead.
+When an agent receives an external call, Adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. By default, Adapter initiates the screen pop when the call is established, but you can select the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop on Ringing}}''' setting to initiate a screen pop when the call is ringing instead.
 {{NoteFormat|You can also select screen pops for internal calls with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop For Internal Calls}}''' setting and consult calls with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Enable Screen Pop For Consult}}''' setting.}}
@@ Line 128: / Line 128: @@
 *'''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=RegEx to Match UserData}}'''
-===Screen pop for Chat===
+===Screen pop for Chat and SMS===
-When an agent receives a chat invite from a contact, Adapter initiates a screen pop based on whether the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop On Chat Invite}}''' setting is selected.
+When an agent receives a chat or SMS invite from a contact, Adapter initiates a screen pop based on whether the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop On Chat Invite}}''' setting is selected.
-*When selected, Adapter displays the screen pop on chat invite.
+*When selected, Adapter displays the screen pop on chat or SMS invite.
-*When not selected or if the option is not available, Adapter displays the screen pop only when the agent accepts the invitation for the chat interaction.
+*When not selected or if the option is not available, Adapter displays the screen pop only when the agent accepts the invitation for the chat or SMS interaction.
 ===Screen pop for Email===
@@ Line 155: / Line 157: @@
 |anchor=Configuringscreenpopsforconferenceortransferinteractions
 |alignment=Vertical
-|structuredtext=When an agent performs a chat conference or transfer, Adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This ensures that the agent who receives the conference or transfer gets a screen pop for the most relevant object.
+|structuredtext=When an agent performs a chat (including SMS) conference or transfer, Adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This ensures that the agent who receives the conference or transfer gets a screen pop for the most relevant object.
 This can be helpful when: