Genesys Cloud - Developer Community!

Hello Community team,

NEED HELP ON THIS!!

The requirements shared by the Salesforce team are as follows:

1. Enable screen pop from Genesys to Salesforce.
2. Trigger Salesforce Omnichannel Flow from the Genesys interaction/page- using architect flow.

we have successfully completed the first requirement and are able to achieve the screen pop functionality from Genesys to Salesforce using the inbuilt attributes GC_SCREEN_POP/SF_URLPop.

However, we are currently facing challenges with the second requirement, which is triggering the Salesforce Omnichannel Flow from Genesys. We found that using the Voice-ID variable(Salesforce Caller ID) the Omni channel flow can be triggered however we are not able to get that attribute into Genesys as part of the Genesys-SF CX Cloud connector. Hence we cannot trigger the flow.

I would like to check if anyone in the team has previously worked on a similar integration or has experience with triggering Salesforce Omnichannel Flows from Genesys. Any guidance, documentation, best practices, or assistance would be greatly appreciated and would help us move forward.

https://developer.salesforce.com/docs/atlas.en-us.262.0.voice_developer_guide.meta/voice_developer_guide/voice_rest_omniflow_execute.htm

#Architect
#EmbeddableFramework
#Integrations

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Piyush Banka
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Hi Piyush,

I reviewed the current CX Cloud Voice documentation together with the Salesforce Voice with Partner Telephony documentation.

The screen pop and Omni-Channel Flow requirements should be treated as two separate capabilities.

For screen pop, what you have implemented is correct. GC_SCREEN_POP is the current CX Cloud attribute used from Architect to open a Salesforce record or page, and SF_URLPop is also supported for migration from the previous Genesys Cloud for Salesforce integration.

For the second requirement, I do not see a documented CX Cloud capability that allows an Architect flow to directly invoke a Salesforce Omni-Channel Flow.

Salesforce does provide an Execute Omni-Channel Flow operation through the Salesforce Voice Telephony Integration API. This is part of the Salesforce Voice with Partner Telephony architecture and requires a Salesforce VoiceCallId or the appropriate telephony-provider call identifier.

The issue is that the current CX Cloud documentation does not document the Salesforce VoiceCallId as an Architect variable or participant attribute returned from Salesforce into the Genesys inbound flow.

The documented synchronization model is primarily in the opposite direction:

Genesys interaction attributes → CX Cloud → Salesforce VoiceCall fields

For example, Genesys supports mapping Conversation.ConversationId, ANI, DNIS, queue information and Participant.{CustomFieldName} values into Salesforce VoiceCall fields.

There is also a useful correlation mechanism on the Salesforce side: the CX Cloud documentation states that VendorCallKey contains the Genesys Cloud ConversationId as its second UUID. This can be useful when Salesforce needs to correlate a VoiceCall record with the original Genesys conversation.

However, I would not use VendorCallKey as a substitute for the call identifier required by the Salesforce Omni-Channel Flow API unless that mapping is explicitly validated for the implementation.

Architect and Genesys ACD remain responsible for the inbound voice routing in the standard CX Cloud Voice architecture. Salesforce Omni-Channel is also used in the CX Cloud agent experience - for example, the agent must be signed into Omni-Channel with a status mapped to Genesys On Queue - but that is different from using a Salesforce Omni-Channel Flow as another routing engine.

So if the requirement is specifically:

Architect → trigger Salesforce Omni-Channel Flow

I would consider that a custom integration requirement rather than an out-of-the-box CX Cloud capability.

Before implementing a custom call from Architect to the Salesforce Telephony Integration API, I would also confirm the intended purpose of the Omni-Channel Flow. If it is being used to make another agent-routing decision after Genesys has already performed Architect/ACD routing, you could effectively introduce two routing engines into the same voice journey.

For the standard CX Cloud Voice design, I would keep routing and orchestration in Genesys Architect/ACD and synchronize the business context required by Salesforce through the supported VoiceCall field mappings.

Hey Gabriel,

Thanks for the detailed explanation!!

To answer your question-

Before implementing a custom call from Architect to the Salesforce Telephony Integration API, I would also confirm the intended purpose of the Omni-Channel Flow. If it is being used to make another agent-routing decision after Genesys has already performed Architect/ACD routing, you could effectively introduce two routing engines into the same voice journey. - per SF team, the omnichannel flow has a lots of capabilities which can enhance the CX, thus they are looking to introduce this and stated this as a requirement.

For the standard CX Cloud Voice design, I would keep routing and orchestration in Genesys Architect/ACD and synchronize the business context required by Salesforce through the supported VoiceCall field mappings. - we also insisted to do this way so that routing and orchestration comes under GC but they are keen to explore the enhanced capabilities offered by omnichannel flow in SF side.