Here is an example of one of the many we have
apex/VFP01_CustomConsole?DNISTC=$(
SH_DNISType)&TRANF=No&EXITPATH=$
(SH_ExitPath)&CALLDT=$(
SH_CallStart)$(SF_URLPop)&DNIS=$(
Eic_LocalTN)&CallID=$(
Eic_CallIDK$(SF_URLPop)$(
Sutter_EmployeeID)ey)$(SF_URLPop)&DEV=$(SF_URLPop)&ANI=$(
Eic_RemoteTN)We have mapped attributes in SF for the following above
DNIS Type = SF Record Type (not like a number )
Exit path is the call intent for SF
the Sutter EmployeeID to pop the employee record to the call center agent
so really once you map them in SF you can set up your request for what you want to pop in how you build out the apex(soap_ request
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Micheal McComber
Sutter Health
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Original Message:
Sent: 08-13-2019 13:36
From: Andrew Wooster
Subject: SalesForce Activity Field Mapping
@Micheal McComber is there any way to alter the soap request so that I could map attributes set in the IVR to other objects, like cases, in Salesforce?
Thanks,
Andrew
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Andrew Wooster
Genesco Inc.
Original Message:
Sent: 08-13-2019 12:55
From: Micheal McComber
Subject: SalesForce Activity Field Mapping
In the CTI properties, below the server info, you can set up the mapping of Attributes.
Also, to note if you are not sending those attributes from the IVR it's pointless to add extra mapping as SF will only be looking at what is sent in the soap request
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Micheal McComber
Sutter Health
Original Message:
Sent: 07-31-2019 11:23
From: Andrew Wooster
Subject: SalesForce Activity Field Mapping
Sheldon,
I've read through that documentation but I am still unclear as to where in Salesforce I can set this up. Just to be clear, I am setting custom attributes on the call in Interaction Attendant, and we would like these to be mapped to Case fields in Salesforce. So when the agent gets the call and the corresponding screen pop, these attributes are already filled into specific Case fields. Where would I configure this?
Thanks,
Andrew
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Andrew Wooster
Genesco Inc.
Original Message:
Sent: 07-31-2019 09:36
From: Sheldon Breading-Goodrich
Subject: SalesForce Activity Field Mapping
Yes you can map custom attributes to SF as long as the fields in Salesforce are text fields
https://help.genesys.com/cic/mergedprojects/wh_tr/desktop/pdfs/salesforce_integration_cic_ag.pdf
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Sheldon Breading-Goodrich
Financial Engines, Inc.
Original Message:
Sent: 07-30-2019 11:28
From: Andrew Wooster
Subject: SalesForce Activity Field Mapping
Is it possible to map custom attributes from a call interaction to SalesForce fields other than the ones listed in the Activity Field Mapping list on the PureConnect for SalesForce Lightning tab?
Thanks,
Andrew
#Integrations
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Andrew Wooster
Genesco Inc.
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