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Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

1. Through data actions that are called in the Architect flow you would gather the Salesforce records
2. form the string for the screen pop with the results like below
3. Then with the Set participant data action you can add the attribute called GC_SCREEN_POP The input string would be the one you formed in step 2

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Hi Jeroen,

Thanks for great explanation. As we are using old integration of salesforce and noticed only SF_URLPop is allowing and setting below value is giving error at salesforce.

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

3:48:30_367 AM => Add screen pop url tracking: interactionId=2a7d17d4-26bc-4b93-9f33-0961bccdc1cc, url=/position:subtab | id:0039V00001ku7VIQAY | id:0039V00001ku7VIQAYb | id:0039V00001l2UODQA2 | id:0039V00001msnQzQAI

Url launch path at salesforce which is giving error which may be incorrect format.

https://rexis--apollo.sandbox.my.salesforce.com/position:subtab%20%7C%20id:0039V00001ku7VIQAY%20%7C%20id:0039V00001ku7VIQAYb%20%7C%20id:0039V00001l2UODQA2%20%7C%20id:0039V00001msnQzQAI

With Regards,

Prem Singh

1. Through data actions that are called in the Architect flow you would gather the Salesforce records
2. form the string for the screen pop with the results like below
3. Then with the Set participant data action you can add the attribute called GC_SCREEN_POP The input string would be the one you formed in step 2

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Hi, for the old CTI integration, the documentation explains about "a" record, not multiple records. I am not sure if it is possible if not using the CX Cloud integration.

Format Salesforce URL for new record screen pop View summary - Genesys Cloud Resource Center

This article describes how to format the value of an SF_URLPop or GC_SCREEN_POP custom attribute to screen pop a new record in Salesforce that pre-populates with the customer's data. 

Hi Jeroen,

Thanks for great explanation. As we are using old integration of salesforce and noticed only SF_URLPop is allowing and setting below value is giving error at salesforce.

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

3:48:30_367 AM => Add screen pop url tracking: interactionId=2a7d17d4-26bc-4b93-9f33-0961bccdc1cc, url=/position:subtab | id:0039V00001ku7VIQAY | id:0039V00001ku7VIQAYb | id:0039V00001l2UODQA2 | id:0039V00001msnQzQAI

Url launch path at salesforce which is giving error which may be incorrect format.

https://rexis--apollo.sandbox.my.salesforce.com/position:subtab%20%7C%20id:0039V00001ku7VIQAY%20%7C%20id:0039V00001ku7VIQAYb%20%7C%20id:0039V00001l2UODQA2%20%7C%20id:0039V00001msnQzQAI

With Regards,

Prem Singh

1. Through data actions that are called in the Architect flow you would gather the Salesforce records
2. form the string for the screen pop with the results like below
3. Then with the Set participant data action you can add the attribute called GC_SCREEN_POP The input string would be the one you formed in step 2

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Thanks Jeroen,

I used SF_SearchValue to open account page at salesforce on call arrival. I also want to know how can we display participant array data at Salesforce for example AccountName List which i got from Salesforce and set as participant data at Genesys Side and array items are displaying line by line in genesys interaction report while at salesforce side its showing all data in one line instead of displaying each items line by line. 

Secondly can we change the interaction log from task to log a call in salesforce.

With Regards,

Prem Singh 

Hi, for the old CTI integration, the documentation explains about "a" record, not multiple records. I am not sure if it is possible if not using the CX Cloud integration.

Format Salesforce URL for new record screen pop View summary - Genesys Cloud Resource Center

This article describes how to format the value of an SF_URLPop or GC_SCREEN_POP custom attribute to screen pop a new record in Salesforce that pre-populates with the customer's data. 

Hi Jeroen,

Thanks for great explanation. As we are using old integration of salesforce and noticed only SF_URLPop is allowing and setting below value is giving error at salesforce.

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

3:48:30_367 AM => Add screen pop url tracking: interactionId=2a7d17d4-26bc-4b93-9f33-0961bccdc1cc, url=/position:subtab | id:0039V00001ku7VIQAY | id:0039V00001ku7VIQAYb | id:0039V00001l2UODQA2 | id:0039V00001msnQzQAI

Url launch path at salesforce which is giving error which may be incorrect format.

https://rexis--apollo.sandbox.my.salesforce.com/position:subtab%20%7C%20id:0039V00001ku7VIQAY%20%7C%20id:0039V00001ku7VIQAYb%20%7C%20id:0039V00001l2UODQA2%20%7C%20id:0039V00001msnQzQAI

With Regards,

Prem Singh

1. Through data actions that are called in the Architect flow you would gather the Salesforce records
2. form the string for the screen pop with the results like below
3. Then with the Set participant data action you can add the attribute called GC_SCREEN_POP The input string would be the one you formed in step 2

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Hi Prem,

With the newer CX Cloud integration you can map participant data fields with custom fields in Salesforce, but for the OpenCTI integration I am not sure if this works the same.

For your second question, I think this is more on Salesforce's side? Do note that you can use triggers to fire a workflow in Genesys for example on ACW, to have that workflow create an object in Salesforce through a data action, but in Salesforce you can also set up workflows to work on records.

Thanks Jeroen,

I used SF_SearchValue to open account page at salesforce on call arrival. I also want to know how can we display participant array data at Salesforce for example AccountName List which i got from Salesforce and set as participant data at Genesys Side and array items are displaying line by line in genesys interaction report while at salesforce side its showing all data in one line instead of displaying each items line by line. 

Secondly can we change the interaction log from task to log a call in salesforce.

With Regards,

Prem Singh 

Hi, for the old CTI integration, the documentation explains about "a" record, not multiple records. I am not sure if it is possible if not using the CX Cloud integration.

Format Salesforce URL for new record screen pop View summary - Genesys Cloud Resource Center

This article describes how to format the value of an SF_URLPop or GC_SCREEN_POP custom attribute to screen pop a new record in Salesforce that pre-populates with the customer's data. 

Hi Jeroen,

Thanks for great explanation. As we are using old integration of salesforce and noticed only SF_URLPop is allowing and setting below value is giving error at salesforce.

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

3:48:30_367 AM => Add screen pop url tracking: interactionId=2a7d17d4-26bc-4b93-9f33-0961bccdc1cc, url=/position:subtab | id:0039V00001ku7VIQAY | id:0039V00001ku7VIQAYb | id:0039V00001l2UODQA2 | id:0039V00001msnQzQAI

Url launch path at salesforce which is giving error which may be incorrect format.

https://rexis--apollo.sandbox.my.salesforce.com/position:subtab%20%7C%20id:0039V00001ku7VIQAY%20%7C%20id:0039V00001ku7VIQAYb%20%7C%20id:0039V00001l2UODQA2%20%7C%20id:0039V00001msnQzQAI

With Regards,

Prem Singh

1. Through data actions that are called in the Architect flow you would gather the Salesforce records
2. form the string for the screen pop with the results like below
3. Then with the Set participant data action you can add the attribute called GC_SCREEN_POP The input string would be the one you formed in step 2

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh

Thanks Jeroen,

I will check with Salesforce guy if they can manage it.

One issue we have noticed that when we use two instance of salesforce in chrome tabs and on incoming call arrival only active tab is opening records from salesforce. Do you have any idea why is it happening?

With Regards,

Prem Singh

Hi Prem,

With the newer CX Cloud integration you can map participant data fields with custom fields in Salesforce, but for the OpenCTI integration I am not sure if this works the same.

For your second question, I think this is more on Salesforce's side? Do note that you can use triggers to fire a workflow in Genesys for example on ACW, to have that workflow create an object in Salesforce through a data action, but in Salesforce you can also set up workflows to work on records.

Thanks Jeroen,

I used SF_SearchValue to open account page at salesforce on call arrival. I also want to know how can we display participant array data at Salesforce for example AccountName List which i got from Salesforce and set as participant data at Genesys Side and array items are displaying line by line in genesys interaction report while at salesforce side its showing all data in one line instead of displaying each items line by line. 

Secondly can we change the interaction log from task to log a call in salesforce.

With Regards,

Prem Singh 

Hi, for the old CTI integration, the documentation explains about "a" record, not multiple records. I am not sure if it is possible if not using the CX Cloud integration.

Format Salesforce URL for new record screen pop View summary - Genesys Cloud Resource Center

This article describes how to format the value of an SF_URLPop or GC_SCREEN_POP custom attribute to screen pop a new record in Salesforce that pre-populates with the customer's data. 

Hi Jeroen,

Thanks for great explanation. As we are using old integration of salesforce and noticed only SF_URLPop is allowing and setting below value is giving error at salesforce.

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

3:48:30_367 AM => Add screen pop url tracking: interactionId=2a7d17d4-26bc-4b93-9f33-0961bccdc1cc, url=/position:subtab | id:0039V00001ku7VIQAY | id:0039V00001ku7VIQAYb | id:0039V00001l2UODQA2 | id:0039V00001msnQzQAI

Url launch path at salesforce which is giving error which may be incorrect format.

https://rexis--apollo.sandbox.my.salesforce.com/position:subtab%20%7C%20id:0039V00001ku7VIQAY%20%7C%20id:0039V00001ku7VIQAYb%20%7C%20id:0039V00001l2UODQA2%20%7C%20id:0039V00001msnQzQAI

With Regards,

Prem Singh

1. Through data actions that are called in the Architect flow you would gather the Salesforce records
2. form the string for the screen pop with the results like below
3. Then with the Set participant data action you can add the attribute called GC_SCREEN_POP The input string would be the one you formed in step 2

position:subtab | id:0039V00001ku7VIQAY | id:0039V00001l2Pd3QAE| id:0039V00001ku6pNQAQ | id:0039V00001l2UODQA2| id:0039V00001msnQzQAI

Thanks Jeroen,

Yes we want to open multi tab with associated accounts with phone number while receiving call by agent at salesforce.

For Single Account its working fine and we have already set Softphone layout to for Multi Account.

In Attributes at Genesys side we can see list of Accounts but when call comes we got error of url is not valid as i noticed url.

Salesforce URL: /0039V00001ku7VIQAY
0039V00001l2Pd3QAE
0039V00001ku6pNQAQ
0039V00001l2UODQA2
0039V00001msnQzQAI

https://rexis--apollo.sandbox.lightning.force.com/0039V00001ku7VIQAY0039V00001l2Pd3QAE0039V00001ku6pNQAQ0039V00001l2UODQA20039V00001msnQzQAI

Please let me know where i can use url or record id from Genesys Side.

With Regards,

Prem Singh

Hi Prem,

do you mean to pop up multiple records in Salesforce tabs? You can set Screen pop attributes on the participant to pop multiple records:

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

More information about options can be found here:  Screen pop in CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

Hi,

I am looking for solution as we are not able to see multiple records tab for a phone number which is having more than accounts. We have already configured softphone layout for matching records to Pop to Search Page. Phone number with Single Account is correctly working.

Please let me know how we can fix this issue.

With Regards,

Prem Singh