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  • 1.  Upon receiving a phone call, change the Salesforce page to show the "contact" page of the caller

    Posted 01-21-2020 04:50
    No replies, thread closed.
    ​Hi all,

      We have successfully implemented an integration between Salesforce and PureCloud in the two possible ways, i.e. Salesforce called by PureCloud or the PureCloud agent desktop embedded within Salesforce. However, there is a very simple behaviour which we would like to obtain: upon receiving a phone call, if the caller's number is that of a known contact, we would like Salesforce to automatically display the Salesforce page of this contact. So far we managed to open a new window with that page but it seems obvious to us that agents may end up with many windows on their screen if they do not close them during wrapup. Hence we want the current window to change and point to the contact page.

      Does anyone know how to do that ? 

    Kind regards,

     Bastien
    #Integrations

    ------------------------------
    Bastien PUYGRANIER
    Orange Business Services S.A.
    ------------------------------


  • 2.  RE: Upon receiving a phone call, change the Salesforce page to show the "contact" page of the caller

    Posted 01-30-2020 09:27
    No replies, thread closed.
    Hi Bastien,

    Great question to post in the community. It was discussed in the most recent episode of the Genesys Cloud Community Q&A Show! You can check it out here!

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------

    Original Message


  • 3.  RE: Upon receiving a phone call, change the Salesforce page to show the "contact" page of the caller
    Best Answer

    Posted 02-12-2020 11:06
    No replies, thread closed.
    Hi Bastien,

    Once again, this question was a topic of discussion in Episode 2 of the Genesys Cloud Community Q&A Show. I hope this helps. Check it out here! :)

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------

    Original Message


  • 4.  RE: Upon receiving a phone call, change the Salesforce page to show the "contact" page of the caller

    Posted 02-13-2020 03:01
    No replies, thread closed.
    Hi Cole,

      Thank you for the link.​

    ------------------------------
    Bastien PUYGRANIER
    Orange Business Services S.A.
    ------------------------------

    Original Message


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