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CX Cloud from Genesys and Salesforce - Click-To-Call from an active page (ex: Casepage) doesn't create activity log

  • 1.  CX Cloud from Genesys and Salesforce - Click-To-Call from an active page (ex: Casepage) doesn't create activity log

    Posted 09-18-2025 11:08

    Hi Community,

    We are working on a project where we are integrating CX Cloud from Genesys and Salesforce connector

    We are doing tests and everything work as expected fot inbound calls but we have some challenge on manual outbound call

    Doesn't matter if we are using the click-to-dial or manually enter the phone number in the Phone itself, the outbound call is correctly made but I don't have activity log created. (for example for the Case page)

    For me it is supposed to be a basic feature.

    Does someone have the same issue

    Is there a specific setup we need to do on  Salesforce ?

    Thanks in advance for your help


    #API/Integrations
    #Omni-ChannelDesktop/UserInterface
    #Telephony

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    Melvyn Runghen
    Partner Manager
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  • 2.  RE: CX Cloud from Genesys and Salesforce - Click-To-Call from an active page (ex: Casepage) doesn't create activity log

    Posted 09-18-2025 11:40

    @Brian Spencer do you have some advice?



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    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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    Original Message


  • 3.  RE: CX Cloud from Genesys and Salesforce - Click-To-Call from an active page (ex: Casepage) doesn't create activity log
    Best Answer

    Posted 09-28-2025 23:33

    CX Cloud uses Salesforce service cloud voice for calling features. This API creates a voice call record for every inbound and outbound call instead of activity records as was the case with OpenCTI. The voice call record is the log of the outbound call. It can be linked to other records like contacts and cases, can capture notes and metrics like start and end times, and drive data analytics within Salesforce.



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    Brian Spencer
    Enterprise architect
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    Original Message


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