Difference between revisions of "PEC-GPA/Current/Agent/GPASFLWWE"

Revision as of 14:18, October 1, 2020

This topic is part of the manual Gplus Adapter for Salesforce Agent's Guide for version Current of Gplus Adapter for Salesforce.

How do I access Gplus Adapter?

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 login dialog box, click the phone icon, then log in with your Adapter credentials.

Integrating Interactions with Salesforce Lightning

Gplus Adapter integrates functionality of the following interaction types with Salesforce:

For more information about handling specific interaction types, refer to the Agent Desktop Help.

Pop out, moving and resizing Adapter

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 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 .

Manually maximize or minimize the Adapter window by clicking .

Interaction events triggering Adapter to be maximized

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
Releasing interactions
Marking Done interactions
Receiving connections error notifications
Receiving confirmation that an interaction has been processed

Supported features

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:

@@ 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:
-* {{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}}
-* Open Media {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWorkitems|display text=Workitems}}
-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}}
+*{{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}}
+*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}}.
 ===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 triggering Adapter to be maximized===
+If you have minimized Adapter to handle other tasks in Salesforce, the following events automatically maximize the Adapter window:
-===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
-* Receiving connections error notifications
-* 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:

Gplus Adapter for Salesforce Agent's Guide

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