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Updates and materials to the Salesforce BYOT Beta

  • 1.  Updates and materials to the Salesforce BYOT Beta

    GENESYS
    Posted 04-20-2022 13:25
    Hi everyone,

    Here's a quick update to the Beta Program.

    We are currently moving out our Beta start date to May 4th to accommodate for some additional work we are doing with Salesforce. 

    In the meantime, you will have access to some of the documents in our Resource Center:

    I will also be posting a video demo and documentation for our SEs on how to access the live demo system later today.

    Please keep an eye out for it!

    Thank you,
    #BetaUpdate

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------


  • 2.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-07-2022 09:31
    Hi Wayne,

    We have activated the BYOT beta in our environment and we are finding some issues.
    Note we have installed genesys lastest package available version 1.1.
    Here are the details::
    • Genesys orgid (frankfurt): 0af25224-c905-4c36-8ac6-b74c81eab9d4
    • Salesforce orgid: 00D7S000001NzBG

    The issues are:
    - for outbound calls i can generate the call with no errors, but recording is not available in salesforce by adding to VC objetc the Call Audio Player component.
    - for inbound calls voice calls are not being created. Indeed, seems that the the controls only work in direction Genesys to Salesforce. Eg, when an inbound calls reaches the agent i dont have the chance to answer from omnichannel, just from Genesys UI. Once it is answered then the controls appear.

    I enabled server side logging from Genesys Cloud Setting and made an example, genesys interaccion id is 3f7314e4-21c6-4d20-b8a5-7e9e3106ed70.
    I answer the call from Genesys UI, hangup from omnichannel and then disposition from genesys (disposition/wraup is not being showed up from CX Utility.

    can you assist?

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 3.  RE: Updates and materials to the Salesforce BYOT Beta

    GENESYS
    Posted 11-07-2022 13:18
    Hi David,

    Recording is currently done on the Genesys side and we're not passing on the media in this current version.

    For the voice call not being generated, can you confirm if you have Enhanced Domains enabled in your environment? 

    Thank you,

    Wayne

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-07-2022 13:38
    Hi Wayne,

    "Recording is currently done on the Genesys side and we're not passing on the media in this current version"-> is possible at least to map the recording url to a VC field similar as opencti connector?

    Second question, yes , we have enhaced domains enabled, is a new org that automatically has this option enabled.

    Thanks

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 5.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-11-2022 05:54
    any update on this one?

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 6.  RE: Updates and materials to the Salesforce BYOT Beta

    GENESYS
    Posted 11-11-2022 12:09
    Hi David,

    The quickest way to do this right now would be to pass the URL as a custom attribute on the interaction and then mapping the custom attribute to a voice call field using what is already there in Service Cloud Voice. This can be done via Genesys Architect. 

    In the future we'll take a look at developing further to make this eaiser.

    Thank you,

    Wayne



    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Updates and materials to the Salesforce BYOT Beta