Integrating Gplus Adapter in Classic

• Administrator

The steps to setup and access Gplus Adapter in Salesforce Classic.

Related documentation:

• How Gplus Adapter for Salesforce works

Installing Gplus Adapter in Salesforce Classic

Important

For information about integrating Gplus Adapter in Lightning, go here.

1. Open the following URL to install the latest Genesys Gplus Adapter (v8) for Salesforce package (this package is used for both the Agent Desktop and the Gplus Adapter) in Salesforce: https://login.salesforce.com/packaging/installPackage.apexp?p0=04to0000000C3VD

   If you're not logged in, Salesforce prompts for your username and password.

2. Now you should see the Install Genesys Gplus Adapter for Salesforce page. Select an installation type. Generally, you should select Grant access to all users, but if you want to limit access to Agent Desktop to specific profiles, then you can choose Install for Specific Profiles .... Click Install.

   

3. When you see the "Installation Complete!" message, click Done.

   

   You should be redirected to the Installed Packages page, with "Genesys Gplus for Salesforce" included in the list.

   

Configuring Salesforce for Gplus Adapter

Complete this procedure to define your call center in Salesforce. The call center was created when you installed the Gplus Adapter for Salesforce package as part of Installing Gplus Adapter in Salesforce Classic.

1. If you haven't already, login to Salesforce and go to Setup > Build > Customize > Call Center > Call Centers. Or, you can search for "Call Centers" in the Search All Setup field and select the "Call Centers" result. You should see the Introducing Salesforce CRM Call Center page. Note: You must have administrator privileges.

2. You can select Don't show me this page again if you want to hide the page in the future, and click Continue.

3. On the All Call Centers page, click Edit next to the Genesys Gplus for Salesforce entry.

4. In the CTI Adapter URL field, replace the text with the following URL:

   https://''GWS_HOST''/ui/crm-workspace/index.html

   You'll need to change GWS_HOST to the correct host and port provided by Genesys. For example:

   https://198.51.100.23/ui/crm-workspace/index.html

5. You might also want to adjust Softphone Height and Softphone Width to larger numbers (in pixels) so that Gplus Adapter displays at an adequate size by default.

   You should leave the other options at their default values so Gplus Adapter works correctly in Salesforce.

   

6. Click Save.

7. Click Manage Call Center Users and then click Add users.

   

8. On the Search for New Users page, you can enter search criteria to find users. Select the ones you want to be able to use Gplus Adapter and click Add to Call Center.

   

   Your selected users are added to the list. You can remove a user on this page at any time.

   

9. To access Gplus Adapter in Salesforce Console, click the phone icon in the bottom-right corner.