Difference between revisions of "PEC-GPA/HIW"

Revision as of 22:16, January 20, 2021

Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions.

What Gplus Adapter for Salesforce does[edit source]

Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. The integrated solution presents a complete customer view allowing your contact center agents to service your customers. It supports Salesforce Click-to-dial, Screen Pops, and Activity History.

How Gplus Adapter for Salesforce works[edit source]

You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace Agent Desktop from within Salesforce. See the architecture diagram at the bottom of this page to see how it works.

Set up and access Gplus Adapter in Salesforce

Agent Setup

Players: Administrators

Actions: To integrate Gplus Adapter into Salesforce, perform the Following steps:

(Optional) Enable Lightning in your Salesforce environment.
Integrate Gplus Adapter in Salesforce.
Add users to your Call Center.
Configure the Utility bar for Gplus Adapter for the agents to easily access the application.
Configure the Gplus Adapter features in Agent Setup.
Configure Gplus Adapter SSO

Gplus Adapter for Salesforce Administrator's Guide

Gplus Adapter for Salesforce options

Using Gplus Adapter for Salesforce

Agent Desktop

Players: Agents

Actions: As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.

Gplus Adapter for Salesforce Agent's Guide

How Gplus Adapter integrates Salesforce with Genesys Interactions

Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. See the architecture diagram below.

@@ Line 10: / Line 10: @@
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 |overviewtext=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. The integrated solution presents a complete customer view allowing your contact center agents to service your customers. It supports Salesforce Click-to-dial, Screen Pops, and Activity History.
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+|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce. See the {{Link-Standalone|topic=PEC-GPA/HIW|anchor=Diagram|display text=architecture diagram}} at the bottom of this page to see how it works.
 |FeatureSection={{FeatureSection
 |featureheading=Set up and access Gplus Adapter in Salesforce
@@ Line 32: / Line 32: @@
 |description=As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.
 |relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFL|display text=Gplus Adapter for Salesforce Agent's Guide}}
+}}
+|HIWSection={{HIWSection
+|HIWSectionHeading=How Gplus Adapter integrates Salesforce with Genesys Interactions
+|HIWSectionAlignment=Vertical
+|HIWSectionGif=No
+|HIWSectionAnchor=Diagram
+|HIWSectionText=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. See the architecture diagram below.
+<!--
+Gplus Adapter sits between Genesys Web Services, which handles interactions, and Salesforce, which stores and retrieves Salesforce records. Gplus Adapter uses the Salesforce Open CTI API to pass information back and forth between Gplus and Salesforce.
+Gplus Adapter receives Genesys interaction events and screen pops Salesforce records and also creates or updates Salesforce Activity Tasks:
+*Ringing
+*Dialing
+*Established
+You can specify how Gplus screens pops a Salesforce record:
+*Search Salesforce  and screen pop a matching contact record.
+*Screen pop a Salesforce record based on an Id.
+*Create and screen pop a new Salesforce record.
+*Open a Salesforce object by type.
+Gplus Adapter creates Salesforce Activity Tasks either as part of interaction handling or when an interaction is marked done.
+Gplus Adapter receives Salesforce Click-to-dial events and triggers a Genesys interaction dialing event for Workspace Agent Desktop.
+Gplus Adapter can run Salesforce Apex based on Genesys Interaction events:
+*Dialing
+*Ringing
+*Established
+*Released
+If you use Genesys Service Client API (SCAPI), Gplus Adapter acts as a bridge between Salesforce and SCAPI.-->
+[[File:GAPI 900 Architecture Diagram.png]]
 }}
 |advanced=No
 }}