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  • 1.  PureCloud for Salesforce

    Posted 07-16-2020 09:21
    No replies, thread closed.
    Hi all!

    I have a question regarding the PureCloud for Salesforce Add On.
    We installed the Package, created a call center and the CTI Client in our customer environment like described in the resource center. We can receive calls and interaction. BUT when we want to initiate an outbound call we need to do that with the "new interaction" button, because the dialpad and everything else in the user bar is gray and not usable. It only get usable when a interaction comes in.

    Is this the regular functionality or did we do something wrong during the installation.
    #Integrations

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    Rafael Kaufmann
    NTT Germany AG & Co. KG
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  • 2.  RE: PureCloud for Salesforce

    Posted 07-17-2020 10:08
    No replies, thread closed.
    This is regular functionality.  All those items in the widget are grayed out until you start an interaction or receive one.  And this is for good reason- those buttons only have a use for while there is a call interaction- hold, record, transfer, hang-up, secure pause, etc.

    The functionality you can use, outside of a call, is accessed on the top left when you click on the menu icon:

    At first this seems odd, but the more you get used to GenesysCloud, the more you understand how everything is driven by the customer "interaction".  Interactions can be voice calls, callbacks, webchat, SMS... depending on what channels you are using.



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