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Gplus Adapter (V.9) for Salesforce

For information about the latest releases of Gplus Adapter (V.9) for Salesforce, refer to Agent Desktop and Gplus Adapter Release Notes.



Important
Not all changes listed below may pertain to your deployment.
Warning
When migrating to Gplus Adapter 9.0 for Salesforce, you must use the following procedure.
Important

Gplus Adapter v9 documentation is available here:

March 25, 2021 (9.0.000.59)

What's New

Genesys Smart Failover Support

  • Gplus Adapter supports Genesys Smart Failover for disaster recovery scenarios. This feature enables you to switch agents automatically to a backup URL configured in Salesforce in the event that the primary URL is inaccessible.

Resolved Issues

  • Gplus Adapter now loads correctly in Internet Explorer 11. Previously, agents using this browser could not progress beyond the login view. (GAPI-26787)

March 4, 2021 (9.0.000.58)

What's New

Screen pop for Outbound

  • Gplus Adapter can now be configured to screen pop Salesforce Records on the Dialing and Established Genesys Interaction events. To enable this feature, configure the Screen Pop for Outbound Calls option in Agent Setup.

Supervisor support updated

  • When a supervisor starts monitoring, coaching, and barging-in calls, Gplus Adapter features only occur on the supervised agent's Gplus Adapter.

Salesforce High Velocity Sales support

Salesforce Classic support enhancement

  • Chat, email, and workitem channels are now supported for Salesforce Classic.

Resolved Issues

January 27, 2021 (9.0.000.57 UPDATE)

What's New

Create new record on screen pop

  • Gplus Adapter can create and screen pop (display) a new Salesforce record during an interaction. To configure this feature specify Create New Salesforce Record on Screenpop, Salesforce Object API Name, and New Salesforce Record Field Mapping options in Agent Setup.

Gplus notifications in UI

  • Gplus Adapter can display notifications when Salesforce Activity Tasks are created, related to a Salesforce record, or updated. This feature is configured by the Notifications setting in Agent Setup.

Gplus in one Browser tab

  • Gplus Adapter can prevent loading in more than one browser tab when an agent opens Salesforce in multiple browser tabs. This feature is configured by the Prevent Gplus in Browser Multitab option in Agent Setup.

Resolved Issues

  • Agents no longer have to clear the browser cache after an upgrade of the Genesys Web Services platform. (GAPI-24125, GAPI-24985).

October 29, 2020 (9.0.000.55 UPDATED)

What's New

Salesforce Activity Task association

  • Gplus Adapter now supports Salesforce Activity Task association workflow based on an open Salesforce record. Contact Genesys to enable this feature and specify whether Gplus Adapter associates Activity Tasks to Salesforce objects based on search (default behavior) or based on the open Salesforce record at the time the interaction is completed. Use the Auto Activity Log Association option in Agent Setup to specify whether Gplus Adapter associates Activity Tasks based on Salesforce Search or on the Salesforce Open Record.
  • Gplus Adapter introduces the Object Association table into the Gplus Adapter UI for Salesforce Lightning. Gplus Adapter stores opened Salesforce records in the Object Association table. To associate an Activity Task, agents can select a record in the Gplus Adapter UI before the interaction is completed. Use the UI Activity Log Association option in Agent Setup to specify whether Gplus Adapter displays the Object Association table.

September 17, 2020 (9.0.000.53)

What's New

Salesforce Classic support

Salesforce Multiple Search Match support

  • When a Salesforce screen pop returns multiple matching records, Gplus now associates the activity log with the active Salesforce object opened by the agent at the time the agent marks the interaction as done.

Resolved Issues

  • Gplus Adapter now associates the Salesforce activity log to the Salesforce object from where the click-to-dial Internal call was initiated. Previously, Gplus associated Outbound calls only. (GAPI-23046)

August 11, 2020 (9.0.000.52)

What's New

Browser cache update

  • The agent browser cache is automatically refreshed when Adapter is upgraded.

Screen pop on outbound email creation

Resolved Issues

  • Enabling the SameSite setting in agent browsers no longer results in a disconnection to the server and a loss of interaction channels when an agent logs in to Gplus Adapter. (GAPI-22744)

July 16, 2020 (9.0.000.51)

What's New

Browser-based WebRTC

  • Gplus Adapter supports now WebRTC capabilities of the Chrome and Firefox browsers.

Run Salesforce Apex

Service Client API support

Activity log record from Click-To-Dial

May 14, 2020 (9.0.000.48)

What's New

Status display

  • The Gplus Adapter button in the Salesforce Lightning Utility Bar now displays the current status of an agent obtained from Workspace Agent Desktop. If Gplus Adapter is minimized, it still reflects changes to the current status.

March 26, 2020 (9.0.000.47)

What's New

Salesforce object search by DNIS

  • Gplus Adapter passes DNIS (the number that the caller dialed) from the voice interaction to search the Salesforce objects and screen pop matching record. This feature is configured by Use DNIS in Screen Pop Search in Agent Setup.

DNIS pre-processing and screen pop

Activity log on screen pop

Chrome v80 SameSite cookie support

  • Gplus Adapter now supports the Chrome v80 SameSite cookie attribute processing changes.

Custom status when creating task

Screen pop by Object Type

  • Gplus Adapter can now screen pop different object types for voice interactions. This feature is configured by Screen Pop object type in Agent Setup. Available object types are:
    • FLOW: Specify Screen Pop Flow.
    • URL: Specify Screen Pop URL.
    • OBJECTHOME: Specify Screen Pop Object Home section name.
    • LIST: Specify Screen Pop List section name.
    • SEARCH: Specify Screen Pop Search section name.
    • NEW_RECORD_MODAL: Specify Screen Pop New Record section name.

January 23, 2020 (9.0.000.43 UPDATE)

What's New

Search for Salesforce objects

  • The search for Salesforce objects to link a new activity log to has been improved.

October 24, 2019 (9.0.000.33)

What's New

Open Media activity history

  • Adapter allows you to specify Open Media (Workitem) interaction type to enable or disable activity history entries creation in Salesforce.

Gplus Adapter with Salesforce Single sign-on (SSO) identity provider

  • Simplify your agent login process by using Salesforce as your single sign-on (SSO) identity provider (IDP). Now your agent only has to provide their Username to log in to Gplus Adapter after they have logged into Salesforce.

September 26, 2019 (9.0.000.30)

What's New

Initial Release

  • Gplus Adapter now integrates the new Agent Desktop.
  • Gplus Adapter is compliant with Salesforce Lightning Open CTI.
  • Gplus Adapter agents can now handle voice interactions through the Genesys Softphone in Connector Mode.
  • Gplus Adapter keeps the session established between Genesys Server and Salesforce by verifying the session at regular intervals.

Voice

  • The following features are supported for voice interactions:
    • Screen pop for making and receiving calls, consultations, transfers and conferences.
    • Screen pop on ringing and established event.
    • Creating activity history in Salesforce record for voice interactions on Mark Done.
    • Saving Salesforce Object attributes to Genesys key-value pairs (KVP) on Mark Done.
    • Click-to-Dial from Salesforce Phone fields.
    • Associating voice interactions with Genesys Contacts Server.
    • Supports custom Subject field for voice activity history with templates.

Chat

  • The following features are supported for chat interactions:
    • Screen pop on chat event invite and chat acceptance.
    • Creating activity history in Salesforce record for chat interactions on Mark Done.
    • Associating chat interactions with Genesys Contacts Server.
    • Supports populating chat transcript in a custom activity field.
    • Supports custom Subject field for chat activity history with templates.
  • Integration with Genesys Digital Channels Asynchronous chat.
    • Screen pop on chat event invite and chat acceptance.
    • Creating activity history in Salesforce record for chat interactions on Mark Done.
    • Associating chat interactions with Genesys Contacts Server.
    • Supports populating chat transcript in a custom activity field.
    • Supports custom Subject field for chat activity history with templates.

Email

  • The following features are supported for email interactions:
    • Screen pop on email event invite and email acceptance.
    • Creating activity history in Salesforce record for email interactions on Mark Done.
    • Storing the email body as part of activity description.
    • Associating email interactions with Genesys Contacts Server.

Outbound Campaign

  • The following features are supported for Outbound campaign interactions
    • Screen pop for Push and Pull Previews.
    • Creating activity history in Salesforce record for Outbound calls established through the Push and Pull Preview modes.

Open Media

  • The following features are supported for open media interactions:

Genesys Interaction Recording

  • Gplus Adapter features are supported for Genesys Interaction Recording for voice.

If you're looking to migrate to Gplus Adapter 9.0, follow the steps explained in the migration procedure.

Known Issues

  • Agents cannot download attachments from email interactions. Attachments must be view in the Agent Desktop view. (GAPI-26537)

Limitations

  • Due to a Salesforce limitation, Task Association cannot be created for consultation calls because the "Call type" (Salesforce pick list) Task field does not support the Consult value.
This page was last edited on March 31, 2021, at 16:07.
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