A place to ask questions, connect with others, and stay in the know
- EDIT -
It seems that it's related to Salesforce lightning. If I try the same thing in Salesforce Classic, the call log gets linked to the contact automatically. In Lightning, the call log isn't linked to anything, whether you disconnect from the physical phone or the softphone.
Wrap up codes only exist for queue calls at this time, as the wrap up codes come from the queue itself. You could manually add a disposition to the activity record within Salesforce, but there isn't a way to "pop" the after call work/wrapup code window within the client for non-acd interactions.
For the call log association, is it possible that you don't have auto association set in the call center definition (note that classic and lightning utilize separate call center definition files)?
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.