Getting Started with Genesys Cloud Connect

To make getting started easy, Genesys completed several provisioning tasks for you. Review these and then complete the steps in Setting Up Your Call Center to configure routing and begin accepting calls.

Genesys completed these tasks:

1. Installed the Genesys Cloud Connect app in your org. You can select it from the app picker.
2. Created the call-center record. You can view the call-center record in Salesforce setup under  Customize > Call Center > Call Centers.
3. Added a call-center user (the system administrator) to the call-center record. You'll create more users in Setting Up Your Call Center.
4. Created a softphone layout for the call center. You can view the layout in Salesforce setup under  Customize > Call Center > Softphone Layouts.
5. Assigned your call center a phone number. You can view this number in the Genesys Cloud Connect app under Setup > Routing.
6. Created a queue that routes your center’s calls. This is the topmost entry on the Setup > Routing page; later, you can create additional virtual queues.
7. Assigned a default routing template to the queue. You'll modify this template and authorize Cloud Connect to route calls based on Salesforce data in Setting Up Your Call Center.