Happy New Year to you - first one I get to greet with that!. Yes, I assumed that you were using something like that blueprint, but remember it is just a blueprint, not a product. You can take it or leave it or do much more with it. Why not change the APEX to include a call to the Routing Status API or better yet, setup a webhook service with the routing status Notifications Topic https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-users--id--routingStatus and get the status in real time. You should be able to run that in Salesforce or host externally and fire off the status change when the web service sees the change.
Sr. Director - Innovation Architects
Original Message:
Sent: 01-01-2025 11:40
From: Greg Palen
Subject: CX Cloud from Genesys and Salesforce: How to map the "Interacting" status on the Genesys side to Inbound - On Call on the SF side.
​Hi Robert,
First sentence in my original post states that I have already set up Enhanced Sync, but the issue is that ROUTING status (Idle, Interacting, or Not Responding) is NOT the same as Presence status and I have not been able to find a way to map it.
As an experiment, if you use the Presence API that returns a full set of available Presence statuses, the three mentioned above are NOT in the list, only the generic "On-Queue."
So the challenge remains, is there even a means of mapping a routing status on the GCX side to any sort of status on the SF side...
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Greg Palen
Original Message:
Sent: 12-31-2024 19:47
From: Robert Wakefield-Carl
Subject: CX Cloud from Genesys and Salesforce: How to map the "Interacting" status on the Genesys side to Inbound - On Call on the SF side.
I believe if you want to move beyond the default 3 or 4, you will need to use the Enhance Status Sync blueprint: Update the presence of a Genesys Cloud user based on Salesforce presence change and vice versa in CX Cloud from Genesys and Salesforce integration
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-24-2024 18:03
From: Greg Palen
Subject: CX Cloud from Genesys and Salesforce: How to map the "Interacting" status on the Genesys side to Inbound - On Call on the SF side.
I have set up the Enhanced Status Sync (blueprint in Developer Center) but am struggling to come up with a way to show a special status when the agent is actively on a call (on the Genesys side, when on an interaction, your Presence remains "On-Queue" but your Routing Status changes to "Interacting;" when you are NOT on a call, your Presence is still On-Queue, but your Routing Status changes to "Idle").
The over-arching ask here is that Supervisors need a way to see if an Agent is actively handling an interaction/on a call, or if they are just on-queue waiting for the next call.
There is no "System Presence" for being on a call/interaction - that's considered a Routing Status and there are no ID's that I can find in order to map "Interacting" to "Inbound - On Call" as an example.
If anyone can provide guidance on how to do this, please help. I don't care if it's via the Enhanced Status Sync stuff (custom Apex Class) or if there's some other 'internal' mechanism on the Salesforce Service Cloud Voice side that I can leverage in the Supervisor Wallboard and Agents tabs. I have to imagine that Salesforce knows the agent is on a call, else it would keep sending more calls to the agent, but the goal is to be able to show a supervisor this information.
Please help!!!
#API/Integrations
#Implementation
#Omni-ChannelDesktop/UserInterface
#SystemAdministration
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Greg Palen
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