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Hope you are doing fine, had a query around GPlus Adapter for Salesforce. Does Genesys WWE Status sync with SFDC Omnichannel? For e.g. if an inbound call is routed to an agent using Salesforce as UI (using GPlus), as SFDC has its own Omnichannel setup where they receive emails or cases in parallel, is there a possibility if the Genesys channel is busy, can we mark the Omnichannel status as busy too? Automatically?
I know this is possible OOB with Cloud CX and PureConnect, but what about Engage?
I hope you are doing well! Upland InGenius CTI connector should be able to solve for this situation with Genesys Engage in both Salesforce Service Cloud and Salesforce Service Cloud Voice environments.
I am happy to connect with you on this if you would like to learn more.
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