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| − | <!-- | + | =Configuring and Using General Features= |
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| + | Target=[https://all.docs.genesys.com/PEC-GPA/Current/Administrator/GPlusGenFeatures Configuring and Using General Features]}} | ||
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| + | Gplus Adapter integrates Genesys interaction handling capabilities into Salesforce. The Adapter window is accessed through the Adapter button in the Salesforce Utility Bar. The Adapter window displays agent status at all times. The Adapter window can be docked, undocked, moved, resized, minimized, and maximized. Some Genesys interactions events cause the Adapter window to be maximized automatically. | ||
| + | {{AnchorDiv|Status}} | ||
| + | == Agent Status Display in Gplus Adapter == | ||
| + | Gplus Adapter displays agent status in the Utility Bar whether the Adapter window is minimized or maximized. Agent status is obtained from Workspace Agent Desktop. This feature enables agents to monitor their status even when the Adapter window is minimized. | ||
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| + | [[File:GAPI_900_Gplus_Status_WWE_Status.png|300px]] | ||
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| + | ==Dock, undock, move, and resize Adapter== | ||
| + | By default, the Adapter window launches in the bottom-left corner in the Salesforce Utility Bar. | ||
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| + | Agents can undock the Adapter window then move it to a different location. To undock (pop out) the window, they click the [[File:icon_pop_out.png|link=]] icon in the top-right corner of the Adapter window and drag it where they want to place it. Once the window is undocked, agents can move or resize the window as needed. | ||
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| + | Agents can dock (restore) the window back to its original position by clicking the [[File:icon_pop_out.png|link=]] icon. | ||
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| + | {{NoteFormat|When Adapter is undocked and an agent clicks a Salesforce link to open another site within Salesforce and exits Lightning, an undocked Adapter window should close automatically. However, if it doesn't, as a workaround, the agent should manually close the Adapter window. For more information, refer to the following: [https://success.salesforce.com/issues_view?id=a1p3A000001SoXgQAK Salesforce issue].|2}} | ||
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| + | {{AnchorDiv|Maximize}} | ||
| + | ==Interaction Events causing the Adapter window to Maximize== | ||
| + | If an agent has minimized Adapter to handle other tasks in Salesforce, the Adapter window is automatically maximized by the following events: | ||
| + | * Receiving voice, chat, email, or workitem interactions | ||
| + | * Releasing interactions | ||
| + | * Marking Done interactions | ||
| + | * Receiving connections error notifications | ||
| + | * Receiving confirmation that an interaction has been added to the Genesys Universal Contact Server (UCS) database | ||
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| + | {{AnchorDiv|RunApex}} | ||
| + | ==Configuring Gplus to run Salesforce Apex== | ||
| + | If you want to customize Salesforce by running Salesforce Apex on Genesys interaction events, you can configure Gplus Adapter to execute Salesforce [https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_runapex_lex.htm runApex()] initiated by the following Genesys interaction events: '''DIALING''' (outbound call), '''RINGING''' (inbound call), '''ESTABLISHED''', and '''RELEASED'''. | ||
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| + | Examples of how to use the Run Salesforce Apex on interaction events functionality include: | ||
| + | * Create Salesforce Case with user data from an interaction. | ||
| + | * Provide Salesforce Alert to Agent for reminders on how to handle a workflow in Salesforce. | ||
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| + | Configure which events you want to trigger runApex code by using the '''Run Salesforce Apex on Interaction Events''' option in [[Documentation:PSAAS:Administrator:umgrCRMAdapter#ScreenPop|Agent Setup]]. | ||
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| + | Configure the name of the custom Apex Class to execute by using the '''Apex Class Name''' option in [[Documentation:PSAAS:Administrator:umgrCRMAdapter#ScreenPop|Agent Setup]]. | ||
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| + | <!-- | ||
| + | {{AnchorDiv|Localization}} | ||
| + | ==Localization in Gplus Adapter== | ||
| + | Gplus Adapter automatically selects the same language that Salesforce is configured to display in, if the language is supported by Workspace Agent Desktop; otherwise, Gplus Adapter displays in English. For example, if Salesforce is configured to display in French, then Adapter displays in French. | ||
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| + | Refer to [https://help.salesforce.com/articleView?id=usersetup_lang_time_zone.htm&type=5 Edit Your Language and Locale Settings] for information about setting the display language in Salesforce Lightning. | ||
| + | --> | ||
| + | {{AnchorDiv|Recording}} | ||
| + | == Support for Genesys Interaction Recording == | ||
| + | The Gplus Adapter console supports Genesys Interaction Recording (GIR). For an overview of Genesys Interaction Recording, see [[Documentation:CR:Solution:Overview|About Genesys Interaction Recording]]. | ||
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| + | Genesys Interaction Recording is only supported for Voice channel and is not supported when Gplus Adapter is popped out of the Salesforce window. | ||
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| + | To configure Genesys Interaction Recording for the Gplus Adapter, see [[Documentation:CR:Solution:SRC-Adv#enableScreenRec|Enable Screen Recording]] in the ''Genesys Interaction Recording Solution Guide''. In this procedure, refer to the [[Documentation:CR:Solution:SRC-Adv#integrateWWE|Integrating with Workspace Web Edition]] section. | ||
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| + | To manage the call recording features of an agent, see [[umgrRecording|Recording setup]]. | ||
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| + | {{AnchorDiv|SCAPI}} | ||
| + | ==Support for Service Client API== | ||
| + | Gplus Adapter supports the [[ServiceClientAPI|Service Client API]], which you can use for custom features such as invoking click-to-email, starting or stopping a recording when a sensitive field is on the screen, and attaching data from Salesforce to Genesys key/value pairs. | ||
| + | |||
| + | Complete the following steps in Salesforce: | ||
| + | # {{#Widget:ExtLink|link=https://trailhead.salesforce.com/en/content/learn/modules/identity_login/identity_login_my_domain|displaytext=Deploy your Salesforce domain.}} | ||
| + | # {{#Widget:ExtLink|link=https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/message_channel_create.htm|displaytext=Create and deploy a message channel}} using Salesforce CLI or a third-party tool such as {{#Widget:ExtLink|link=https://workbench.developerforce.com/login.php|displaytext=Workbench}}. | ||
| + | # Download '''gplus-service-client-api.js''' from <tt>https://[YOUR_HOST]/ui/crm-workspace/build/service-client-api/gplus-service-client-api.js</tt>. | ||
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| + | |||
| + | # Add gplus-service-client-api.js to static resources. | ||
| + | # Create VF page according to example. | ||
| + | # Add VF page to your dashboard. | ||
| + | # Contact your Genesys representative who can configure Gplus Adapter to use your message channel. | ||
| + | |||
| + | [[Category:V:PSAAS:Public]] | ||
Latest revision as of 08:56, November 9, 2020
Configuring and Using General Features
Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Configuring and Using General Features.
Gplus Adapter integrates Genesys interaction handling capabilities into Salesforce. The Adapter window is accessed through the Adapter button in the Salesforce Utility Bar. The Adapter window displays agent status at all times. The Adapter window can be docked, undocked, moved, resized, minimized, and maximized. Some Genesys interactions events cause the Adapter window to be maximized automatically.
Agent Status Display in Gplus Adapter
Gplus Adapter displays agent status in the Utility Bar whether the Adapter window is minimized or maximized. Agent status is obtained from Workspace Agent Desktop. This feature enables agents to monitor their status even when the Adapter window is minimized.
Dock, undock, move, and resize Adapter
By default, the Adapter window launches in the bottom-left corner in the Salesforce Utility Bar.
Agents can undock the Adapter window then move it to a different location. To undock (pop out) the window, they click the 
icon in the top-right corner of the Adapter window and drag it where they want to place it. Once the window is undocked, agents can move or resize the window as needed.
Agents can dock (restore) the window back to its original position by clicking the icon.
Tip
When Adapter is undocked and an agent clicks a Salesforce link to open another site within Salesforce and exits Lightning, an undocked Adapter window should close automatically. However, if it doesn't, as a workaround, the agent should manually close the Adapter window. For more information, refer to the following: Salesforce issue. This page was last edited on November 9, 2020, at 08:56.
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