Original Message:
Sent: 05-11-2026 09:12
From: Elisson Fernandes
Subject: Migrating from CTI connector to CX Cloud
The permissions that consume licenses from the legacy Salesforce connector and are assigned to the role are:
Integration > Salesforce > All Permissions
Integration > Salesforce > Agent
For CX Cloud, the permissions are named as follows:
Integration > cxCloudSFCore > All Permissions
Integration > cxCloudSFCore > Add
Integration > cxCloudSFCore > Delete
Integration > cxCloudSFCore > Edit
Integration > cxCloudSFCore > View
Integration > cxCloudSFVoice > All Permissions
Integration > cxCloudSFVoice > Add
Integration > cxCloudSFVoice > Delete
Integration > cxCloudSFVoice > Edit
Integration > cxCloudSFVoice > View
In the Agent role, we only kept:
Integration > cxCloudSFVoice > Add
Integration > cxCloudSFVoice > Edit
Integration > cxCloudSFVoice > View
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Elisson Fernandes
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Original Message:
Sent: 05-11-2026 08:49
From: Charles Coco
Subject: Migrating from CTI connector to CX Cloud
Hi Elisson,
Could you please be a bit more specific?
I did a quick search in the Genesys roles, but I couldn't find anything related to CTI, Call Center, or similar permissions. Do you happen to remember which permissions you removed?
Thanks again!
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Charles Coco
Enterprise Architect
Original Message:
Sent: 05-11-2026 08:41
From: Elisson Fernandes
Subject: Migrating from CTI connector to CX Cloud
Hi Charles,
That's correct. In our case, we have a specific role that grants access to the legacy connector and another role that grants access to the new connector. As the migration progresses, we update the agents' roles and leave only the new one related to CX Cloud.
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Elisson Fernandes
Original Message:
Sent: 05-11-2026 08:04
From: Charles Coco
Subject: Migrating from CTI connector to CX Cloud
Hello @Elisson Fernandes!
First of all, thank you for your reply!
Just to make sure I understood correctly-when you mention removing permissions for the legacy connector, do you mean removing them from the Genesys role?
Thank you!
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Charles Coco
Enterprise Architect
Original Message:
Sent: 05-10-2026 10:14
From: Elisson Fernandes
Subject: Migrating from CTI connector to CX Cloud
Yes, we're experiencing this as well. Even though both are for Salesforce, Genesys treats them as separate/independent licenses. That's why, as the migration progresses, we need to remove access/permissions for the legacy connector and ensure that migrated agents have only the new connector permissions assigned.
One important detail: if the license has already been consumed in the current billing cycle (i.e., the agent logged in during the cycle), removing it from the agent will not reduce the count for this cycle. You should see the difference in the next billing cycle.
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Elisson Fernandes