PEC-GPA/Current/Agent/GPASFLWWE - Revision history

WikiSysop at 17:48, August 30, 2022

2022-08-30T17:48:21Z

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:26Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:46Z

Matthew.west@genesys.com: Published

2021-08-19T15:00:01Z

Published

Matthew.west@genesys.com: Published

2021-07-22T16:14:29Z

Published

Matthew.west@genesys.com: Published

2021-03-26T12:42:44Z

Published

Matthew.west@genesys.com: Published

2020-12-23T14:03:21Z

Published

Mwest: Published

2020-10-01T14:33:12Z

Published

Mwest: Published

2020-10-01T14:25:52Z

Published

Mwest: Published

2020-10-01T14:18:48Z

Published

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=How do I access Gplus Adapter?
 |anchor=HowdoIaccessGplusAdapter
 |alignment=Vertical
-|structuredtext=When Gplus Adapter is integrated in Salesforce, a phone icon is displayed in the lower left or lower right corner of the Salesforce window. To open a pop-up {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLGettingStarted|anchor=Login|display text=login}} dialog box, click the phone icon, then log in with your Adapter credentials.
+|structuredtext=When Gplus Adapter is integrated in Salesforce, a phone icon is displayed in the lower left or lower right corner of the Salesforce window. To open a pop-up {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLGettingStarted|anchor=Login|display text=login}} dialog box, click the '''Genesys Gplus [Please login]''' icon, then log in with your Adapter credentials.
 <!--===Single Sign-On===
 If your Service console is configured for single sign-on, after you entered your username and clicked Next in the Adapter login screen, you will be additionally prompted with an identity provider's login screen (for example, Okta). Enter your Adapter credentials (username and password) in the identity provider's login screen and you will be redirected to Adapter on successful validation of the credentials.

@@ Line 27: / Line 27: @@
 *Open Media {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWorkitems|display text=Work items}}
-For more information about handling specific interaction types, refer to the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop Help}}.
+For more information about handling specific interaction types, refer to the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace Help}}.
 |Status=No
 }}{{Section
@@ Line 81: / Line 81: @@
 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 about using Agent Desktop in multiple browser tabs.
+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 about using Agent Workspace in multiple browser tabs.
 ===Gplus Adapter might be restricted to only one browser tab===
@@ Line 98: / Line 98: @@
 |anchor=Related
 |alignment=Vertical
-|structuredtext=*To learn how to use Gplus Adapter, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Genesys Agent Desktop help}}.
+|structuredtext=*To learn how to use Gplus Adapter, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Genesys Agent Workspace help}}.
 |Status=No
 }}
 }}

@@ Line 81: / Line 81: @@
 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 about using Agent Desktop in multiple browser tabs.
+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 about using Agent Desktop in multiple browser tabs.
 ===Gplus Adapter might be restricted to only one browser tab===
@@ Line 92: / Line 92: @@
 |anchor=DisasterRecovery
 |alignment=Vertical
-|structuredtext=If Gplus Adapter is set up to support Smart Failover for disaster recovery in the event of a system connectivity loss, you are alerted when a connection loss occurs. You might be required to re-authenticate when Gplus Adapter switches over to a backup connection. For information about the messages that are displayed during a system connectivity loss, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|anchor=Disconnection|display text=Handling a System Disconnection}} section in the Workspace Agent Desktop Help.
+|structuredtext=If Gplus Adapter is set up to support Smart Failover for disaster recovery in the event of a system connectivity loss, you are alerted when a connection loss occurs. You might be required to re-authenticate when Gplus Adapter switches over to a backup connection. For information about the messages that are displayed during a system connectivity loss, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|anchor=Disconnection|display text=Handling a System Disconnection}} section in the Agent Workspace Help.
 |Status=No
 }}{{Section

@@ Line 22: / Line 22: @@
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Email}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound|display text=Outbound Preview}}
@@ Line 48: / Line 49: @@
 |structuredtext=If you have minimized Adapter to handle other tasks in Salesforce, the following events automatically maximize the Adapter window:
-*Receiving voice, chat, email, or workitem interactions
+*Receiving voice, chat, SMS, email, or workitem interactions
 *Releasing interactions
 *Marking Done interactions

@@ Line 67: / Line 67: @@
 |Status=No
 }}{{Section
-|sectionHeading=Loading Gplus Adapter in multiple browser tabs
+|sectionHeading=Using Gplus Adapter in multiple browser tabs
-|anchor=Multitab
+|anchor=NEWMultitab
 |alignment=Vertical
-|structuredtext=If Gplus Adapter is configured to prevent loading in a second browser tab, you will see the following message when you open a subsequent tab running Salesforce with Gplus Adapter:
+|structuredtext=By default, you can work with Gplus Adapter in multiple Salesforce browser tabs. Gplus Adapter is available in each new Salesforce browser tab you open.
-[[File:GAPI 900 One Browser Message.png|600x600px|Gplus Adapter is configured to be loaded in only one browser tab.]]
+The following describes how the main Gplus Adapter functions are supported in multiple browser tabs:
 |Status=No
 }}{{Section

@@ Line 65: / Line 65: @@
 *{{Link-SomewhereInThisManual|topic=GPASFLScreenPops|display text=Screen pops}}
 *{{Link-SomewhereInThisManual|topic=GPASFLActivityHistory|display text=Activity history}}
 |Status=No
 }}{{Section

@@ Line 34: / Line 34: @@
 |structuredtext=By default, the Adapter window opens in the lower left corner in the Salesforce environment.
-To move the Adapter window to a different location, undock (pop out) the window by clicking [[undefined|link=]] in the upper right corner, then drag the Adapter window to a new location. Once you undock the window, you can move or resize the window as needed.
+To move the Adapter window to a different location, undock (pop out) the window by clicking [[File:icon_pop_out.png|link=]] in the upper right corner, then drag the Adapter window to a new location. Once you undock the window, you can move or resize the window as needed.
-You can dock (restore) the window back to its original position by clicking [[undefined|link=]].
+You can dock (restore) the window back to its original position by clicking [[File:icon_pop_in.png|link=]].
-[[File:Gplus_900_WWE_Dock_Undock_Button.png|500px|link=https://all.docs.genesys.com/File:Gplus_900_WWE_Dock_Undock_Button.png]]
+[[File:Gplus_900_WWE_Dock_Undock_Button.png|500px]]
-Manually maximize or minimize the Adapter window by clicking [[undefined|link=]].
+Manually maximize or minimize the Adapter window by clicking [[File:Gplus_900_Minimize_Button.png|link=]].
 |Status=No
 }}{{Section

@@ Line 3: / Line 3: @@
 |DisplayName=Working with Gplus Adapter for Salesforce
 |TocName=Working with Gplus Adapter
-|Context=Gplus Adapter deployed in Salesforce enables you to handle Genesys contact center functions from Salesforce along with Salesforce-specific features such as updating activity history, screen pop, and click-to-dial.
+|Context=Gplus Adapter for Salesforce enables you to handle Genesys contact center functions from Salesforce. It integrates Salesforce features such as activity history update, screen pop, and click-to-dial.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 10: / Line 10: @@
 |anchor=HowdoIaccessGplusAdapter
 |alignment=Vertical
-|structuredtext=If Gplus Adapter is configured in Salesforce, you will see a phone icon in the bottom-left or bottom-right corner of your screen. Click the phone icon and you will see a pop-up window where you can {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLGettingStarted|anchor=Login|display text=login}} with your Adapter credentials.
+|structuredtext=When Gplus Adapter is integrated in Salesforce, a phone icon is displayed in the lower left or lower right corner of the Salesforce window. To open a pop-up {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLGettingStarted|anchor=Login|display text=login}} dialog box, click the phone icon, then log in with your Adapter credentials.
 <!--===Single Sign-On===
 If your Service console is configured for single sign-on, after you entered your username and clicked Next in the Adapter login screen, you will be additionally prompted with an identity provider's login screen (for example, Okta). Enter your Adapter credentials (username and password) in the identity provider's login screen and you will be redirected to Adapter on successful validation of the credentials.
@@ Line 19: / Line 19: @@
 ===Integrating Interactions with Salesforce Lightning===
 Gplus Adapter integrates functionality of the following interaction types with Salesforce:
-For information about how to handle specific interaction types, refer to the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop Help}}.
+*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice}}
 ===Pop out, moving and resizing Adapter===
-By default, the Adapter window launches in the bottom-left corner in the Salesforce environment.
+By default, the Adapter window opens in the lower left corner in the Salesforce environment.
-If you want to move the Adapter window to a different location, undock (pop out) the window by clicking [[File:icon_pop_out.png|link=]] in the top-right corner of the Adapter window and drag it where you want to place it. Once you undock the window, you can move or resize the window as needed.
+To move the Adapter window to a different location, undock (pop out) the window by clicking [[File:icon_pop_out.png|link=]] in the upper right corner, then drag the Adapter window to a new location. Once you undock the window, you can move or resize the window as needed.
 You can dock (restore) the window back to its original position by clicking [[File:icon_pop_in.png|link=]].
@@ Line 36: / Line 37: @@
 [[File:Gplus_900_WWE_Dock_Undock_Button.png|500px]]
-The Adapter window can be manually maximized and minimized by clicking [[File:Gplus_900_Minimize_Button.png|link=]].
+Manually maximize or minimize the Adapter window by clicking [[File:Gplus_900_Minimize_Button.png|link=]].
-===Interaction events that trigger Adapter to be maximized===
+*Receiving voice, chat, email, or workitem interactions
-If you have minimized Adapter to handle other tasks in Salesforce, the Adapter window is automatically maximized by the following events:
+*Releasing interactions
-* Receiving voice, chat, email, or workitem interactions
+*Marking Done interactions
-* Releasing interactions
+*Receiving connections error notifications
-* Marking Done interactions
+*Receiving confirmation that an interaction has been processed
 |Status=No
 }}{{Section
@@ Line 50: / Line 52: @@
 |anchor=Supportedfeatures
 |alignment=Vertical
-|structuredtext=Gplus Adapter includes some features that integrate with Salesforce environment. This means that actions that you take in Salesforce or Gplus Adapter can be seamlessly passed to each other.
+|structuredtext=Gplus Adapter includes features that integrate with a Salesforce environment. Actions you take in Salesforce or Gplus Adapter are passed seamlessly between them.
 The integrated features are: