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CRM Gplus Adapters

Information.png Note: Not all changes listed below may pertain to your deployment.

March 12, 2018 (8.5.202.23)

What's New

Agent Desktop deployed as an embedded application in Salesforce Console

  • Screen pop on Event Invite for Genesys Chat and Genesys Email events
  • The current Salesforce object attached to the voice transfer event is available on the screen pop on the receiving Agent's desktop although the screen pop for internal call is disabled

Agent Desktop deployed as an embedded application in Salesforce Lightning Experience

  • Genesys Outbound Campaign
    • Screen pop for Pull Preview
    • Activity tracking for Outbound calls established through the Pull Preview mode

Resolved Issues

  • When voice interactions are automatically marked done on release, performing a two-step transfer no longer produces duplicate activity logs in Salesforce. (HTCC-28856)
  • When transferring a call created using the Participant call back action, the user data is now transferred correctly. (HTCC-28858)
  • When mandatory disposition is enabled, the call back feature is no longer available under the Participants section, which resolves the issue of call back interactions not getting closed. (HTCC-28632)

January 29, 2018 (8.5.202.15)

What's New

Agent Desktop deployed as an embedded application in Salesforce Lightning Experience

  • Genesys Email
    • Associating email interactions with Genesys Universal Contact Server (UCS) and creating entries in the interaction history with disposition and notes
    • Screen Pop:
      On email acceptance
      Passing data field as a search expression
      Passing transfer object key for screen pop on transfers
    • Activity Tracking:
      Logging the Salesforce Activity for each email upon mark done
      Storing the email body as part of Activity description

November 13, 2017 (8.5.201.99)

What's New

Browser support

  • Microsoft Edge on Windows 10 operating system:
    Agent Desktop deployed as an embedded application in Salesforce Console.
    Agent Desktop deployed as an embedded application in Salesforce Lightning Experience.

Resolved Issues

  • Participants drop down in an active call allows the agent to redial the party that has hung up the call. (HTCC-28298)

October 16, 2017 (8.5.201.95)

What's New

Agent Desktop deployed as an embedded application in Salesforce Lightning Experience

  • Associating Voice interactions with Genesys Universal Contact Server (UCS) contacts with the ability to turn on/off in Agent Setup with UCS for Voice is now supported.
  • Genesys Web Chat
    • Associating Web Chat interactions with Genesys Universal Contact Server (UCS) where the interaction history is provided with disposition and notes is now supported.
    • Screen Pops:
    For chat acceptance.
    Passing data field as a search expression.
    Passing transfer object key for screen pop on transfers.
    • Activity Tracking:
    Logging the Salesforce Activity for each chat upon mark done.

September 18, 2017 (8.5.201.91)

What's New

Resolved Issues

Gplus Adapter for Salesforce

  • Genesys Screen Recording now correctly records the call when there is a change of agent login in the adapter regardless of the first agent’s logout from Salesforce. (HTCC-27917)
  • Adapter no longer displays the Consultation section without call controls, when an agent completes consultation in a call in the advanced case data view. (HTCC-28144)
  • Intermittent failure to load the Adapter no longer occurs after a user logged in. (HTCC-23474)

August 21, 2017 (8.5.201.87)

What's New

Agent Desktop deployed as an embedded application in Salesforce Lightning Experience

  • Agent Desktop deployed as an embedded application in Salesforce Lightning Experience (currently available for Voice only) and supports the following:
    Setting up the adapter with Salesforce Lightning Experience (Enabling Lightning Experience)
    Outbound click-to-dial on any Salesforce Phone field
    Screen pop:
    — Screen pop for Ringing and Established Event
    — Ability to turn on/off ANI as a search key
    — Ability to pass data field as a search expression
    — Passing transfer object key for screen pop on transfers
    Activity Tracking: Logging the Salesforce Activity History for each voice call upon mark done
    Free Seating: Prompt Place is set to True in Desktop Options -> Global Login using Agent Desktop

Resolved Issues

Gplus Adapter for Salesforce

  • Agent and Agent Group presence can now be disabled in Team Communicator. (HTCC-27819)

July 17, 2017 (8.5.201.84)

What's New

  • Gplus Adapter for Salesforce introduces the new Genesys branding in the user interface.

June 19, 2017 (8.5.201.80)

What's New

Screen Recording

  • Genesys Interaction Recording Screen Recording is now supported when agents use the voice channel.

May 15, 2017 (8.5.201.74)

What's New

Statistic View

  • When enabled, the Contact Center Statistic View in the Report menu now opens showing all statistics as a full expanded list.

Resolved Issues

  • The Adapter now uses Agent Setup Recording option in Desktop Options to enable the buttons used for start/stop/resume recording. (HTCC-26668)

April 17, 2017 (8.5.201.71)

What's New

Browser support

  • Google Chrome browser version 54+
  • Firefox browser version 45+

Agent passwords

  • The Adapter now allows agents to change their password.

Agent Desktop deployed as an embedded application in Salesforce Console

  • Genesys Interaction Recording Screen Recording is now supported when agents use the voice channel.
  • When sending a new outbound email, the embedded Agent Desktop creates a Salesforce contact activity history after the agent clicks Send.

March 20, 2017 (8.5.201.66)

What's New

Gplus Adapter for Salesforce

  • When a voice call is put on hold, the Adapter starts counting the hold duration in the timer located in upper-right corner, and resets the timer when the call is retrieved from hold.

Resolved Issues

Gplus Adapter for Salesforce

  • When an outbound call is establishing or in a call queue, agents are now able to access the dialpad. Previously, the dialpad option was hidden in these circumstances. (HTCC-26407)
  • When selecting a voicemail in the Adapter main menu, the main menu now collapses. Previously, the main menu stayed open (HTCC-24922)

Known Issues

Gplus Adapter for Salesforce

  • While the Adapter is open in multiple tabs in Salesforce Classic mode, dialing the hung up participant using the call back feature displays an error. (HTCC-28682)
  • Agent Desktop deployed as an embedded application in Salesforce Lightning Experience may get minimized on screen pop as a result of a chat transfer or consultation, or during any operation that refreshes the browser. (HTCC-28681)
    Workaround
    Click the Workspace button to display the Adapter again.
  • Agent Desktop deployed as an embedded application in Salesforce Lightning Experience fails to update the interaction user data when sending a reply email. (HTCC-28619)
  • If Security Assertion Markup Language (SAML) is enabled, the adapter’s login dialog doesn’t fit into its display area in Salesforce.
  • If a user drags the adapter to change its location in the Salesforce console, input controls such as on the dial pad or in Team Communicator don’t respond. (HTCC-18459)
    Workaround
    Click outside of the adapter frame and then click inside the adapter to allow the input controls to function normally.
  • If the user does not click within the Salesforce UI or the adapter after refreshing the page and before receiving a new call, screen pop might not occur if the adapter is configured to perform screen pop when ringing. (HTCC-15740)
    Note
    This issue can’t be fixed given the current capabilities provided by Salesforce.

Archive

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This page was last modified on 17 April 2018, at 08:36.