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  • 1.  Issue Encountered when setting up a second call center in Esri Inc Salesforce

    Posted 04-29-2022 14:08
    No replies, thread closed.
    Here is the issue. We have two genesys cloud orgs, one for Esri Inc and one for Esri Canada. Both Esri Inc and Esri Canada have their own Salesforce Instances that they use today. We have a certain set of folks in Esri Canada that belong to the Tech Support department. These folks need to be able to connect to Esri Inc Salesforce Org.

    What that means is when the Esri Canada Tech Support folks launch the Genesys Cloud for Salesforce Embedded Client in the Esri Inc Salesforce instance, they should be able to operate normally.

    The issue here is Esri Inc has a Genesys Cloud for Salesforce Managed Package that was installed with a Call Center. Now we need Esri Canadas TechSupport Agents to be able to continue using their Esri Canada Genesys Cloud Org BUT connect to our Esri Inc Salesforce Instance. We are running into an issue when we set up a second call center where it asks us to upgrade. There is also the issue of the Shared OAuth details. Please see attached for more perspective. Any ideas on how to go about this? Is this even possible to achieve?
    #Ask Me Anything (AMA)

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    BHARAT RUDRAKSHALA
    ESRI
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  • 2.  RE: Issue Encountered when setting up a second call center in Esri Inc Salesforce

    Posted 05-01-2022 00:24
    No replies, thread closed.
    Hi Bharat, I'm not sure why you'd need a second call centre.  What happens when agents try switching between each of these GC orgs and SFDC instances now?  As you've already pointed out, the main limitation is around the things that use the OAuth credentials which mostly impacts things like campaigns, email/chat routing via SFDC flows.

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    Vaun McCarthy
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    Original Message


  • 3.  RE: Issue Encountered when setting up a second call center in Esri Inc Salesforce

    Posted 05-01-2022 03:00
    No replies, thread closed.
    Hi Varun, The Esri Canada Tech Support Team would still need to be part of their GC org , so they will not be able to access the Esri org die to billing, licensing and other contracts as they are a separate entity. They however use our salesforce org today but today they are using an ON PREM solution just like we are at Esri Inc. Switching between the two may not be an option.

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    BHARAT RUDRAKSHALA
    ESRI
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    Original Message


  • 4.  RE: Issue Encountered when setting up a second call center in Esri Inc Salesforce

    Posted 05-02-2022 09:20
    No replies, thread closed.

    The screenshot you have shown is related to the Oauth client that accesses the Genesys Cloud Public API for the API features of the integration (Campaign management, Email Routing, Chat Routing, SDK).  It is not really related to the your users leveraging the Embedded Client and connecting to the Genesys Cloud org.  Because your Genesys Cloud orgs are in different regions, you will have have to run an additional call center (because the base URL for the org is different); please see the following Resource Center links:

    https://help.mypurecloud.com/articles/use-different-configurations-for-different-agents/

    https://help.mypurecloud.com/articles/change-the-region-of-your-genesys-cloud-organization/

    If you were running multiple orgs within the same region, then you would not need a separate call center for your different groups of agents because the base URL would be the same for all agents.

    The managed package currently only supports a single Oauth client for the API based features of the integration I mentioned above, which presents a couple of limitations within the integration.  Please see this page for more details:

    https://help.mypurecloud.com/faqs/special-considerations-about-running-multiple-genesys-cloud-and-salesforce-organizations/

    Please let me know if there are any additional questions on this.



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    Richard Schott
    Genesys - Employees
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    Original Message


  • 5.  RE: Issue Encountered when setting up a second call center in Esri Inc Salesforce

    Posted 05-02-2022 10:43
    No replies, thread closed.
    Richard, Thanks! I've been trying to point out the multiple genesys cloud to Salesforce org limitation from the day the issue was brought up. There was however some mention that this was possible by genesys during our demo. Since the base URL for the org is different , running a second call center within the same salesforce instance using that base URL for that org as part of the CTI Adapter URL is requesting an upgrade to the managed package as shown in the screen shot. What if we went ahead with that upgrade for specific profiles. These specific profiles (ESRI CA TechSupport Agents) would be able to access the managed package using this upgrade, while everyone else with Esri Inc using the basic managed package. Is that a possibility? I don't think the upgrade would offer anything special just going by the description in the screenshot provided but wanted to confirm your understanding as well.

    The other option I was thinking of was as below -

    Configure the Genesys Cloud browser extensions - Genesys Cloud Resource Center


    Say these specific set of agents that belong to Esri Tech Support CA had the ability to login to our salesforce instance through SSO which is not an issue. We configure their browser settings as below -

    https://developer.genesys.cloud/authorization/platform-auth/additional-parameters

    Specify Target Organization

    When intending to log in to a specific target organization using Authorized Organizations, providing this value will skip the org selection screen after authentication and will automatically complete the log in process for the specified target org.

    Parameter

    Description

    target

    The organization ID of the target organization

    The State Parameter

    The state parameter allows an application to pass a value to the authorization server that will be returned when the authorization process has been completed. This allows the requesting application to associate the redirect for authorization with the response from the authorization server.

    Parameter

    Description

    state

    An arbitrary URL encoded value
    When they login to the embedded client first, they use their org credentials to login but then we let these guys log into OUR Genesys Cloud for Salesforce Embedded Client behind the scenes by allowing an auto redirect through SSO to our genesys cloud org for Esri Inc embedded client. 

    I know I said we do not want them login to our ORG, but there could also be a way to identify these agents that our logging into our org that belong to a different org but bill the org separately maybe as an "External Org"

    Just throwing out ideas including the kitchen sink :)

    Bharat






    ------------------------------
    BHARAT RUDRAKSHALA
    ESRI
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    Original Message


  • 6.  RE: Issue Encountered when setting up a second call center in Esri Inc Salesforce

    Posted 05-02-2022 11:03
    No replies, thread closed.

    You've got a couple of points in there, so I'll try to address them in order.  First, I believe you're confusing the terms "managed package" and "call center".  Managed packages are the installable entity available through the Salesforce AppExchange; you can only install one instance of a managed package because it includes a namespace that other elements within the managed package use to reference other elements (items outside the managed package can also reference this namespace if there are globally accessible attributes like Apex methods, lightning messaging service topics, etc.; which you do find in our managed package).  This singular instance of the managed package is what leads to the limitations I reference previously with regards to the API based features of the integration.  

    Call centers are something different.  They are a configuration object within Salesforce that get assigned to a user; a user can only be assigned a single call center at a time.  The call center is the object used to store the configuration leveraged for telephony integrations (like OpenCTI based integration).  You are not limited in the number of call centers you can create (I'm sure technically there is some limit, but for practical purposes that limit is not really important).  The steps to create a new call center are laid out in the first document I linked, but I'll post them below for your convenience.  The visualforce page that is used in the configuration section of our managed package has a filter included to look for call centers that contain certain attributes to display them for use with our integration.  

    Each call center contains its own base URL to use for the presentation of the softphone.  Because of this, you can configure one call center to point to the US East region, and another to point to the Canadian region.  This process is how you will support multiple Genesys Cloud organizations spanning multiple Genesys Cloud deployment regions within a single Salesforce org.

    Once a user is assigned to a call center, that call center governs the behavior of the client with our integration.  Each call center is a discrete configuration for the user, meaning you could apply different SSO settings to each call center to augment the authentication process for different groups of users.  Each SSO configuration would need to be setup and verified independently.

    Steps for creating a new call center:

    Create custom call centers

    1. In Salesforce, click Setup.
    2. Search for Call Centers.
    3. Under Build > Customize > Call Center, click Call Centers.

      The All Call Centers page, which lists all current call center records, appears.

    4. Click the name of your existing call center.
    5. Click Clone.
    6. Type a unique InternalName.
    7. To distinguish the call center from other call centers, edit Display Name.
    8. Click Save.
    9. Assign the appropriate users to this call center.


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    Richard Schott
    Genesys - Employees
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    Original Message


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