Click-to-Dial

Click-to-dial enables agents to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in 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.

Related documentation:

• How Gplus Adapter for Salesforce works

Pre-processing rules for international dialing

You can configure Adapter to apply custom pre-processing rules on click-to-dial requests to adjust the format of phone numbers or Automatic_Number_Identification 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 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 — 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 Agent Setup.

Gplus Adapter integration with Salesforce High Velocity Sales

Gplus Adapter supports Salesforce Sales Cadence in Salesforce High Velocity Sales (HVS). In Salesforce Lightning, you must first enable HVS and setup Salesforce Cadences and Branch Steps, including defining Call Results for branching in Salesforce.

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 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.

The video presents an example of how to integrate Gplus Adapter with Salesforce HVS.