Enabling Data Lookup

Data lookup is a part of the enhanced routing feature known as call segmentation, which allows you to route calls based on Salesforce data. Before you can provision call segmentation, you must enable data lookup by establishing an open authorization (OAuth) connection between Salesforce and Genesys Cloud Connect. It is this connection that allows Salesforce and Genesys Cloud Connect to exchange data.

The connection process itself takes a couple clicks, but you can only establish the connection when logged in as a unique user with limited object permissions; therefore, enabling data lookup requires creating a new profile and user—known as the Genesys Connection user—before you can establish the Oauth connection. Specifically, enabling data lookup requires the following one-time tasks for a Salesforce administrator, detailed below:

1. First you'll add the Genesys Connection User field to the User page layout. Later you'll select this checkbox to create the Genesys Connection user.
2. Next you create a Genesys Connection profile. By creating a unique profile with limited object permissions, you only expose the Salesforce data required by Cloud Connect while simultaneously making the routing template easier to use with fewer objects to choose from.
3. After creating the profile, assign it to a new Genesys Connection user.
4. Next, assign the Genesys Connection user a package license.
5. Now the Genesys Connection user logs in and configures remote access. This task tells Salesforce that Genesys Cloud Connect will be using OAuth.
6. Finally the Genesys Connection user establishes the OAuth connection so you can move on to provisioning call segmentation.

Before completing these tasks, make sure you've reviewed Provisioning Call Segmentation and decided on the objects and fields you'll use to route calls.

Adding the Genesys Connection User Field

First you must add a field (Genesys Connection User) to the User page layout. Later you'll select this checkbox to create the Genesys Connection user. 

1. In Salesforce setup go to Customize >Users >Page Layouts.
2. Open the appropriate page layout.
3. Drag the Genesys Connection User  field from the palette at the top of the page onto the User Detail section and click Save. For information about using the page layout editor, consult the Salesforce online help.

Creating the Genesys Connection Profile

Create a profile that you'll assign to the new Genesys Connection user. Note that the following instructions differ if you are using the enhanced profile interface.

1. In Salesforce setup under Manage Users > Profiles, create a new profile by cloning the Standard User profile. Name it Genesys Connection.
2. On the profile detail page click Edit.
   1. In the Administrative Permissions section, check Customize Application and Password Never Expires. In the General Permissions section check Manage Remote Access.
   2. In the Standard Object Permissions and Custom Object Permissions sections, remove the Read, Create, Edit, and Delete permissions for all objects that Cloud Connect doesn't need to access. For example, if you'll route calls based on the Account Number and SLA fields on the Account Object, the only object Cloud Connect needs to access is Account; therefore, you can remove permissions from all objects except Account. In addition to providing data security, this prevents you or your Cloud Connect admin from searching through a list of irrelevant objects each time you modify call segmentation.
   3. Click Save.
3. (Optional) On the objects you'll be using for call segmentation, you can arrange it so only the fields you're using appear in the routing parameter. This prevents you or your Cloud Connect admin from scrolling through a list of irrelevant fields each time you modify call segmentation. Using the example in Step 2, if you're routing calls based on the Account Number and SLA fields on the Account object, you'd remove visibility for all other fields except those two. To do so:
   1. On the profile detail page scroll to the Field-Level Security section.
   2. Click View next to the object name. In our example, this is the Account object.
   3. Click Edit and uncheck the Visibility checkbox for the irrelevant fields.
   4. Click Save.

Creating the Genesys Connection User

Now that you've created the profile, create a new user and assign the profile to that user. 

1. In Salesforce Setup under Manage Users > Users, click New User.
2. In the Last Name field, name the user Genesys Connection.
3. For User License, choose Salesforce.
4. For Profile, choose Genesys Connection.
5. In the Call Center lookup, select your Cloud Connect call center.
6. Select the Genesys Connection User checkbox that was added to the page layout in Adding the Genesys Connection User Field.
7. Configure all other fields as you choose; for example, select a user name for this user and an email address where the password will be sent.
8. Click Save. Note that this user must always remain active or your OAuth connection will break.

Assigning the Genesys Connection User a Package License

Now that you've created the Genesys Connection User, make sure he or she has a package license.

1. In Salesforce Setup, go to Installed Packages.
2. Click the Genesys Cloud package.
3. Click Manage Licenses and Add User. If the Manage Licenses button is missing or grayed out, your users are assigned a license by default and you can skip this task.
4. Assign a license to the Genesys Connection User and click Save.

Configuring Remote Access

Configuring remote access tells Salesforce that Genesys Cloud Connect will be using OAuth.

1. Log in as the Genesys Connection user.
2. In Salesforce setup go to Develop > Remote Access and click New.
3. Name the application Genesys Cloud Connect.
4. In the Callback URL field, enter https://genesys.<serverblock>.visual.force.com/apex/g_oAuth where <serverblock> is the instance you see in your Salesforce URL. The instance begins with "na." For example, if your URL begins with "na10.salesforce.com," enter na10 as your serverblock. 
5. Select the No user approval required for users in this organization checkbox.
6. Click Save. 
7. On the Remote Access detail page click Click to Reveal, then copy both the Consumer Secret and Consumer Key to a text file so you can paste them shortly. 
8. Log out. You'll log back in—still as the Genesys Connection user—in the next task.

Establishing the OAuth Connection

1. Log into Salesforce as the Genesys Connection user.
2. Go to the Genesys Cloud Connect app and click the Setup tab.
3. Enter the Consumer Secret and Consumer Key that you copied during the previous task. Note that only if the Genesys Connection User checkbox was selected on the user profile page will the OAuth prompt appear. 
4. Click the Connect button. A message confirming the connection appears.
5. Log out as the Genesys Connection user. A Cloud Connect admin can now log in and provision call segmentation.

Troubleshooting the OAuth Connection

If an OAuth connection has never been established, meaning you receive an error the first time you try to establish the connection, carefully review the instructions in Enabling Data Lookup and try again. If an established connection breaks, users will see a notification at the top of the Routing page. To revoke the tokens and reestablish the connection:

1. Log into Salesforce as the Genesys Connection user. Note that if this user has been inactivated or the Genesys Connection User flag on the User Detail page has been revoked, the data connection will break. 
2. In Salesforce setup go to My Personal Information > Personal Information.
3. In the Remote Access section, revoke your access token.
4. Go to Develop > Remote Access and click Genesys Connection (or whatever the remote access application is named) to open the detail page.
5. Copy the Consumer Key to a text file.
6. Click Click to reveal and copy the Consumer Secret to a text file. 
7. Repeat the instructions in Establishing the OAuth Connection.

If problems persist, contact the Support Desk at (650) 741-7821, supportcloudconnect@genesyslab.com.