CRM Adapter

To configure options for the Gplus Adapter, click Contact Center Settings > CRM Adapter. The options on the CRM Adapter page are organized into sections. Click the links below to view an image and option descriptions for each section.

[+] Click to show Provisioning options

Provisioning

In the Provisioning Options section, configure the following options:

• Click to Dial Preprocessing Rules specifies the preprocessing rules to apply to the phone number before making a dial request. When you enable this option, you can choose the default preprocessing rules or add a rule. If you add a rule, you will need to define a Display Name for the rule and define the RegEx, Prefix, and Description.
• Add contacts in UCS specifies whether the agent can add contacts to the Contact Database.
• Call Recording specifies whether the agent can record calls.

[+] Click to show Feedback options

Feedback

In the Feedback section, configure the following options:

• Feedback specifies whether to show the Feedback option in the main menu.
• Feedback After Disconnect controls how the adapter handles the submission of feedback logs after the adapter is disconnected unexpectedly. When set to Always, the adapter always submits feedback logs without asking the agent. When set to Prompt, the agent is prompted to allow the adapter to submit feedback logs. When set to Never, no feedback logs are submitted.

How feedback works?

When Gplus Adapter doesn't work as expected, Genesys recommends that agents report the incident in the following ways:

• Use the Feedback options to capture logs and details about what the agent was doing in their most recent Gplus Adapter session. These logs are sent directly to Genesys and are available to Customer Care for later reference. To provide feedback reports to Genesys, depending on what you enable in the Feedback section of the Desktop Options page, agents can use either the:
  • Feedback option on the Help menu
  • Feedback dialog box that is displayed after the web browser unexpectedly disconnects and reconnects
• Afterwards, report the incident to their direct supervisor or administrator in person, following your organization's reporting policies and procedures.

When an agent reports an issue to a supervisor or administrator, that person should contact Genesys Customer Care as soon as possible to provide the reporting user's name and DN at the time of the incident, as well as the approximate time the incident occurred. At this point, the Customer Care agent should be able to retrieve the relevant logs that were sent through the Feedback options to determine what the issue might have been.

[+] Click to show Interaction options

Interaction

In the Interaction section, configure the following options:

• Advanced Case Data View specifies whether the adapter should use the advanced case data view that supports editing, links, and ordering.
• Hide Disposition hides the Disposition section in the voice detail view.

[+] Click to show Screen Pop options

Screen Pop

In the Screen Pop section, configure the following options:

• Screen Pop for Internal Calls specifies whether the adapter initiates a screen pop for internal calls.
• Use ANI in Screen Pop Search specifies whether ANI is to be used in the screen pop search.
• Screen Pop on Ringing specifies whether the adapter initiates a screen pop when the call is ringing. If not enabled, or set to False, the adapter initiates a screen pop when the call is established.
• Screen Pop Preprocessing Rule specifies the preprocessing rule to apply to the ANI before showing the screen pop. When you enable this option, you can choose the default preprocessing rules or add a rule. If you add a rule, you will need to define a Display Name for the rule and define the RegEx, Prefix, and Description.
• RegEx to Match UserData specifies a regular expression pattern used to match one or more UserData keys. The values for these keys are used to build the search and screen pop expression. If this option is not defined, the adapter uses the existing cti_ prefix logic.
• Object ID UserData key specifies the custom UserData key that the adapter should use for the object ID of the focused page when performing a transfer.

[+] Click to show Salesforce options

Salesforce

In the Salesforce section, configure the following options:

• Voice Track Agent's Navigation specifies whether to track the agent's navigation through various Salesforce objects, such as Contacts, Accounts, and Tasks, while the agent is processing voice interactions.This option is only available for Salesforce Console mode. When this option is set to True, agents can select an object from the Object Association menu on the Mark Done screen. This option is disabled when the Case Data is Read-Only on Idle option is enabled.
• Chat Track Agent's Navigation specifies whether to track the agent's navigation through various Salesforce objects, such as Contacts, Accounts, and Tasks, while the agent is processing chat interactions. This option is only available for Salesforce Console mode. When this option is set to True, agents can select an object from the Object Association menu on the Mark Done screen. This option is disabled when the Case Data is Read-Only on Idle option is enabled.
• Voice Activity Log specifies the call types for the adapter to create in the activity history for Salesforce.
• Chat Activity Log specifies the chat types for the adapter to create in the activity history for Salesforce.
• Email Include in Activity Description specifies to include the text version of the email body in the activity description in Salesforce. The email body is saved for only inbound emails and outbound replies.
• Update Attached Data on Transfer specifies whether to update the call data with the ID of the Saleforce object the agent is viewing when performing a transfer or conference. When set to True, the agent that receives the voice or chat interaction gets a screen pop for the most relevant object.