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Salesforce URL Pop with Interaction Attribute

  • 1.  Salesforce URL Pop with Interaction Attribute

    Posted 02-10-2021 13:07
    Hi,

    We are using Genesys Cloud for Salesforce classic and need to capture the phone number the customer dialled and pass that value to SF via a URL.

    When a call arrives to an agent, Salesforce runs its own custom development there (/apex/development) and will use the Called Number to do some client look ups.
    Based on the results of the client look ups, a particular screen is then popped to the agent.

    We are having an issue with passing the Called Number to Salesforce so it can be utilised in the apex development.

    Within the IVR we have setting the attribute SF_URLPop with value -
    /apex/development?vdnis="+Call.CalledAddressOriginal

    and also tried:
    /apex/development?dnis="+Call.CalledAddressOriginal

    but in both cases, SF cannot see the Call.CalledAddressOriginal.

    Has anyone tried this before or have any suggestions on how we could do the above?

    Thanks,
    Marian
    #AskMeAnything(AMA)
    #Integrations
    #Unsure/Other

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    Marian OConnell
    Wren Data Ltd.
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  • 2.  RE: Salesforce URL Pop with Interaction Attribute

    Posted 02-11-2021 09:56
    are you seeing the phone number populated in the URL and it isn't finding the number. Or is neither working?

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    Sheldon Goodrich
    Edelman Financial Engines, LLC
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  • 3.  RE: Salesforce URL Pop with Interaction Attribute

    Posted 02-11-2021 10:05
    Hi Sheldon,

    Neither is working.
    We don't see the phone number populated in the URL and also then we cannot use it to do a search via our /apex/development.

    Thanks,
    Marian

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    Marian OConnell
    Wren Data Ltd.
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  • 4.  RE: Salesforce URL Pop with Interaction Attribute

    Posted 02-11-2021 10:53
    If it is a queued call you can use scriptor to open a page you specify. https://help.mypurecloud.com/articles/screen-pop-a-crm-record/.
    I also found this that might help you - https://developer.mypurecloud.com/forum/t/how-to-screen-pop-for-a-call/253 or https://help.mypurecloud.com/articles/format-salesforce-url-for-new-record-screen-pop/ or - https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MID=2729&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

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    Sheldon Goodrich
    Edelman Financial Engines, LLC
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  • 5.  RE: Salesforce URL Pop with Interaction Attribute

    GENESYS
    Posted 02-12-2021 10:13

    I would check the browser console logs to see what is actually coming through as the sf_urlPop attribute.  I suspect there is something odd about the way it's coming through (using what's in your post above, there's only one set of double quotes, which would cause problems).  

    Another option worth exploring would be to insert your code in an Apex file to leverage with the client extension points, documented here: https://help.mypurecloud.com/articles/extension-points-in-genesys-cloud-for-salesforce/  This approach might be a little more straightforward and process faster than relying on loading a visualforce page that must then process your code.  



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    Richard Schott
    Genesys - Employees
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  • 6.  RE: Salesforce URL Pop with Interaction Attribute

    Posted 02-23-2021 12:10
    Hi all,
    Thanks for your inputs and suggestions on this one.
    Just to let you know we did eventually get it working with SF_URLPop = "/apex/development?dnis="+Call.CalledAddressOriginal
    But using the extension point in GCloud for Salesforce would definitely have bene the next option if needed.
    Appreciate the help.
    Regards,
    Marian

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    Marian OConnell
    Wren Data Ltd.
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  • 7.  RE: Salesforce URL Pop with Interaction Attribute

    Posted 02-23-2021 16:10
    Hi All,
    Expanding on the attribute, we have it working with one attribute at the end.  For instance,+Flow.PhoneNumber is our attribute that we attach to the end a Salesforce URL like below.
    "https://manheim--preprod.lightning.force.com/one/one.app#/alohaRedirect/apex/CRCScreenPopVFPage?ANI="+Flow.PhoneNumber

    We are trying to use a Salesforce URL with multiple attributes.  For instance,
    "https://manheim--preprod.lightning.force.com/one/one.app#/alohaRedirect/apex/CRCScreenPopVFPage?ANI="+Flow.PhoneNumber"&locationPhoneNumber="+Flow.Location"&callReason="+Flow.Reason"&dealerNumber="Task.Dealer

    1.  Is it possible to have multiple attributes?
    2.  If so, are there special characters, other than quotation marks, to separate the attributes in the URL?

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    Chris Peters
    Cox Automotive Corporate Services, LLC
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  • 8.  RE: Salesforce URL Pop with Interaction Attribute

    Posted 02-24-2021 07:33
    Hi Chris,

    You need the + symbol to link the attributes together in the URL.

    For example, ours looks like:
    "/apex/development?dnis="+Call.CalledAddressOriginal+"&ani="+Call.Ani

    Yours would look something like:
    "https://manheim--preprod.lightning.force.com/one/one.app#/alohaRedirect/apex/CRCScreenPopVFPage?ANI="+Flow.PhoneNumber+"&locationPhoneNumber="+Flow.Location+"&callReason="+Flow.Reason+"&dealerNumber="Task.Dealer

    Thanks,
    Marian

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    Marian OConnell
    Wren Data Ltd.
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  • 9.  RE: Salesforce URL Pop with Interaction Attribute

    Posted 02-25-2021 22:27
    Thanks Marian, that worked!

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    Chris Peters
    Cox Automotive Corporate Services, LLC
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