Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  CX Cloud from Genesys and Salesforce - Monitor and Barge

    Posted 01-24-2025 11:06
    No replies, thread closed.

    I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

    This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

    https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

    Look forward to any feedback the community might have.


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Kevin Goodwin
    Senior Consultant
    ------------------------------


  • 2.  RE: CX Cloud from Genesys and Salesforce - Monitor and Barge

    Posted 01-24-2025 11:18
    No replies, thread closed.

    I see that was originally scheduled for Q4 2024, but I don't see any release notes for this.  I also am no seeing it on the latest roadmap.  @Covell Lee do you have any information around these features?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: CX Cloud from Genesys and Salesforce - Monitor and Barge

    Posted 01-24-2025 11:27
    No replies, thread closed.

    Hello Kevin, 

    I am not actually sure about this, this feature may not be brought in yet. But I will dig around and get a definitive answer. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 4.  RE: CX Cloud from Genesys and Salesforce - Monitor and Barge
    Best Answer

    Posted 02-06-2025 10:16
    No replies, thread closed.

    Hello Kevin, 

    This is not something we offer yet with Salesforce. I have reached out to some internal contacts to see when its going to be on the roadmap. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 5.  RE: CX Cloud from Genesys and Salesforce - Monitor and Barge

    Posted 03-25-2025 12:57
    No replies, thread closed.

    Cameron, 

    Do you know if this feature has been released or if it's on the roadmap to be released soon? 

    Thank you, 



    ------------------------------
    Suzanne Mueller
    Contact Center Engineer Sr.
    ------------------------------

    Original Message


  • 6.  RE: CX Cloud from Genesys and Salesforce - Monitor and Barge

    Posted 03-25-2025 14:36
    No replies, thread closed.

    Hello Suzanne,

    Unfortunately Cam is out of office for a while. I was checking the Product Ideas Lab, but I did not see anything that matched Barge-In for Salesforce specifically. @Robert Wakefield-Carl do you happen to remember which Idea you were looking into? I can try to check on some things internally while Cam is out.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 7.  RE: CX Cloud from Genesys and Salesforce - Monitor and Barge

    Posted 03-25-2025 15:39
    No replies, thread closed.

    It was on a roadmap back in the day when Genesys has the Service Cloud Voice integration before CX Cloud.  Probably not relevant today.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 8.  RE: CX Cloud from Genesys and Salesforce - Monitor and Barge

    Posted 03-25-2025 18:20
    Edited by Suzanne Mueller 03-25-2025 18:20
    No replies, thread closed.

    Ya that legacy CTI connector is so very different, I'm not sure anything in progress then would apply now to this new connector. It's a different beast. Thanks though!



    ------------------------------
    Suzanne Mueller
    Contact Center Engineer Sr.
    ------------------------------

    Original Message


Related Content