Legacy Dev Forum Posts

yuezhong | 2021-06-03 06:21:16 UTC | #1

We are working with large customer in Australia, I would like provide some feedback to the Salesforce integration softphone & sdk. We would like have configurable options to turn on or off

1. Remove the Interaction from softphone immediately after the Interaction is disconnected,
2. When agent navigate to a contact/account/case, don't add to the Interaction Log (name /related to list)
3. exposes the additional actions through Lightning Message Service ( such, associate with）， customer can have custom button on Accout page to click to assosicate with current call）

if the screen pop the wrong Account, agent search to find the right Account, they don't no want to go back to the softphone to select a name/Related to, customer can create button and send a lightning message to update.

4. The lightning message Interaction, include custom attributes (Participant data)

Salesforce SDK

1. Support Patch action

2, support Header override (e.g, apex code can provide Authorization header with token, the SDK should not use the default client id or token. (customer has token for the user (obtain via code authorization), apex want to perform an action on the interaction under user context， still like to use the SDK, rather than write http callout.

3. Pass Participant data for OnScreenpop Extension

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Richard.Schott | 2021-06-03 17:00:26 UTC | #2

These sorts of ideas should go through the ideas portal: https://genesyscloud.ideas.aha.io/

for your lists, for the client:

1. we're probably not going to do this, as it prevents most ACW workflows, but feel free to submit an idea for it.
2. auto association is already a configuration options
3. submit an idea for this, although you could already do this with the client extension points: https://help.mypurecloud.com/articles/extension-points-in-genesys-cloud-for-salesforce/
4. custom attributes being sent over lightning messaging is available in the latest version (4.2) of the managed package: https://help.mypurecloud.com/articles/release-notes-genesys-cloud-salesforce/

SDK:

1. Patch support is in development, will likely be released next month
2. What actions are you wanting to take on the conversation that require a user context that aren't available through the lightning messaging service? This is another one that would require an idea in the portal.
3. I'll have to check in on this one; I believe this will also be handled by with the custom attributes mentioned previously, but I need to confirm with the dev team.

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yuezhong | 2021-06-07 12:10:19 UTC | #3

SDK

1. Patch support is in development, will likely be released next month

I can see in the document https://help.mypurecloud.com/articles/use-the-sdk-to-call-the-genesys-cloud-platform-api-in-salesforce/ The following example modifies attributes on a chat participant with the /api/v2/conversations/chats/{conversationId}/participants/{participantId}/attributes endpoint. The request body is formatted as { “attributes”: { “attrib1”: “John Doe”, “attrib2”: “Foo” }}.

The above is not 100% right for chat or call, as we cannot patch a conversation with a client credentials, it must be under user-context, the oauth token must from a user (participant as part of the conversation).

that is why i asking for point, we can override the Authorization Header with a bearer token.

I would suggest the Rest SDK be more flexible to use, e.g we can provide full url (https://....), if the url is /api/v2/xxx, the the SDK add https://api.mypurecloud.com.au to the url, if the caller provide full url, use the full URL as it is. (we can use API for making oauth code authozaiton token such as https://login.mypurecloud.com.au with Authorization basic header.

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Richard.Schott | 2021-06-09 13:16:34 UTC | #4

Richard.Schott, post:2, topic:11100
What actions are you wanting to take on the conversation that require a user context that aren't available through the lightning messaging service?

If you're looking to add participant data to a conversation, that can be done using https://help.mypurecloud.com/articles/events-in-salesforce/#2Interaction.addCustomAttributes

yuezhong, post:3, topic:11100
e.g we can provide full url (https://....), if the url is /api/v2/xxx, the the SDK add https://api.mypurecloud.com.au to the url, if the caller provide full url, use the full URL as it is.

This won't really work with the SDK, as it is inherently using the Client Credential Oauth client configured in the managed package settings, which includes the region the Client is homed in. Because of this region for login, the domain of the Public API is inherent to the remainder of the SDK calls.

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system | 2021-07-10 13:16:39 UTC | #5

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

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This post was migrated from the old Developer Forum.

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