Genesys Cloud - Main

Hi All,

We have requirement where we need to display the agent name from which the call was transfered. In current CIC we can update SF_URL object to add the transferred agent details. Is it possible to update the same in GC .?

Hi Anush,

Where do you want to see the transferred agents name, is this in a script etc?

Hi All,

We have requirement where we need to display the agent name from which the call was transfered. In current CIC we can update SF_URL object to add the transferred agent details. Is it possible to update the same in GC .?

Hi Sam,

We have a custom visualforce salesforce page where we display customer information. We are using SF_URLpop participant data. Inbound there are no concerns,

But we have a requirement where we need to display agents name and transfered state as true for calls which are transferred. We have to update the SF_URLpop with those details. But i understand that for transferred call its not possible to call architect flow.

Can you please guide.

Hi Anush,

Where do you want to see the transferred agents name, is this in a script etc?

Hi All,

We have requirement where we need to display the agent name from which the call was transfered. In current CIC we can update SF_URL object to add the transferred agent details. Is it possible to update the same in GC .?

Hi Anush,

In your Genesys Cloud org, in Admin->OAuth you can create a Client Credentials grant OAuth client.  You could use the client id and client secret from that OAuth client in your visualforce page to authenticate with Genesys Cloud and make Platform API requests.  In the SF_URLpop you can pass the Genesys Cloud conversation id for the call so that your visualforce page could call GET /api/v2/conversations/{conversationId} to retrieve the full conversation JSON for the call.  Not only would that give you access to all of the participant attributes, but you can also scan the participants array and other properties to identify if this was a transferred call, and if so which agent performed the transfer.

I hope that helps.

Hi Sam,

We have a custom visualforce salesforce page where we display customer information. We are using SF_URLpop participant data. Inbound there are no concerns,

But we have a requirement where we need to display agents name and transfered state as true for calls which are transferred. We have to update the SF_URLpop with those details. But i understand that for transferred call its not possible to call architect flow.

Can you please guide.

Hi Anush,

Where do you want to see the transferred agents name, is this in a script etc?

Hi All,

We have requirement where we need to display the agent name from which the call was transfered. In current CIC we can update SF_URL object to add the transferred agent details. Is it possible to update the same in GC .?

Thank you for your response.

I see that it will require customisation from Salesforce end. But its not possible to make modification in SF. The logic is already built in SF to read the updated participant data which we pass through Genesys cloud.

The requirement is if its possible to update the participant of SF_URLPop with these values for transferred call.

Hi Anush,

In your Genesys Cloud org, in Admin->OAuth you can create a Client Credentials grant OAuth client.  You could use the client id and client secret from that OAuth client in your visualforce page to authenticate with Genesys Cloud and make Platform API requests.  In the SF_URLpop you can pass the Genesys Cloud conversation id for the call so that your visualforce page could call GET /api/v2/conversations/{conversationId} to retrieve the full conversation JSON for the call.  Not only would that give you access to all of the participant attributes, but you can also scan the participants array and other properties to identify if this was a transferred call, and if so which agent performed the transfer.

I hope that helps.

Hi Sam,

We have a custom visualforce salesforce page where we display customer information. We are using SF_URLpop participant data. Inbound there are no concerns,

But we have a requirement where we need to display agents name and transfered state as true for calls which are transferred. We have to update the SF_URLpop with those details. But i understand that for transferred call its not possible to call architect flow.

Can you please guide.

Hi Anush,

Where do you want to see the transferred agents name, is this in a script etc?

Hi All,

We have requirement where we need to display the agent name from which the call was transfered. In current CIC we can update SF_URL object to add the transferred agent details. Is it possible to update the same in GC .?

If you're talking about the "legacy" SF CTI integration, then you should be able to map a Genesys Cloud participant data attribute to a custom field within Salesforce then display that custom field within your Visualforce Page.  That mapping is done within your managed package settings.  You'd need an agent script in Genesys to update that participant data prior to or as part of your transfer.

The same may be available under CX Cloud from SF but I haven't yet looked at this particular part of that integration.

Thank you for your response.

I see that it will require customisation from Salesforce end. But its not possible to make modification in SF. The logic is already built in SF to read the updated participant data which we pass through Genesys cloud.

The requirement is if its possible to update the participant of SF_URLPop with these values for transferred call.

Hi Anush,

In your Genesys Cloud org, in Admin->OAuth you can create a Client Credentials grant OAuth client.  You could use the client id and client secret from that OAuth client in your visualforce page to authenticate with Genesys Cloud and make Platform API requests.  In the SF_URLpop you can pass the Genesys Cloud conversation id for the call so that your visualforce page could call GET /api/v2/conversations/{conversationId} to retrieve the full conversation JSON for the call.  Not only would that give you access to all of the participant attributes, but you can also scan the participants array and other properties to identify if this was a transferred call, and if so which agent performed the transfer.

I hope that helps.

Hi Sam,

We have a custom visualforce salesforce page where we display customer information. We are using SF_URLpop participant data. Inbound there are no concerns,

But we have a requirement where we need to display agents name and transfered state as true for calls which are transferred. We have to update the SF_URLpop with those details. But i understand that for transferred call its not possible to call architect flow.

Can you please guide.

Hi Anush,

Where do you want to see the transferred agents name, is this in a script etc?

Hi All,

We have requirement where we need to display the agent name from which the call was transfered. In current CIC we can update SF_URL object to add the transferred agent details. Is it possible to update the same in GC .?