Series: Set up a call center in Salesforce

Note: This article applies to Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The integration must reference the region where your Genesys Cloud organization is located. Otherwise, anyone using your organization, including agents, cannot log in. By default, the integration points to US East.

To point to a different Amazon data center, change the URL that the client uses. 

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

  1. Access the extension settings.
    • Genesys Cloud for Chrome
      1. Go to your Chrome extensions.
      2. Search for Genesys Cloud for Chrome.
      3. Click Details and then click Extension options. 
    • Genesys Cloud for Firefox
      1. Go to your Firefox add-ons.
      2. Search for Genesys Cloud for Firefox.
      3. Click Preferences.
  2. Modify the domain that appears for Genesys Cloud Environment based on the location of your Genesys Cloud organization. For example, if your Genesys Cloud organization is located in Americas (US West), change https://apps.mypurecloud.com to https://apps.usw2.pure.cloud.
    Genesys Cloud region AWS region Domain
    Americas (Canada) Canada (Canada Central) apps.cac1.pure.cloud
    Americas (Sao Paulo) South America (Sao Paulo) apps.sae1.pure.cloud
    Americas (US East) US East (N. Virginia) apps.mypurecloud.com
    Americas (US West) US West (Oregon) apps.usw2.pure.cloud
    Asia Pacific (Mumbai) Asia Pacific (Mumbai) apps.aps1.pure.cloud
    Asia Pacific (Osaka) Asia Pacific (Osaka) apps.apne3.pure.cloud
    Asia Pacific (Seoul) Asia Pacific (Seoul) apps.apne2.pure.cloud
    Asia Pacific (Sydney) Asia Pacific (Sydney) apps.mypurecloud.com.au
    Asia Pacific (Tokyo) Asia Pacific (Tokyo) apps.mypurecloud.jp
    EMEA (Dublin) EU (Ireland) apps.mypurecloud.ie
    EMEA (Frankfurt) EU (Frankfurt) apps.mypurecloud.de
    EMEA (London) EU (London) apps.euw2.pure.cloud
    EMEA (Zurich) EU (Zurich) apps.euc2.pure.cloud
    Middle East (UAE) Middle East (UAE) apps.mec1.pure.cloud
  3. Click Save.

For information about all configuration options, see Configure the extension.

The following content applies to Genesys Cloud for Salesforce.

  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 Edit next to Genesys Cloud for Salesforce or Genesys Cloud for Salesforce Lightning.
  5. Modify the domain that appears for CTI Adapter URL based on the location of your Genesys Cloud organization.  For example, if your Genesys Cloud organization is located in Americas (US West), change https://apps.mypurecloud.com/crm/index.html?style=Salesforce to https://apps.usw2.pure.cloud/crm/index.html?style=Salesforce.
    Genesys Cloud region AWS region Domain
    Americas (Canada) Canada (Canada Central) apps.cac1.pure.cloud
    Americas (Sao Paulo) South America (Sao Paulo) apps.sae1.pure.cloud
    Americas (US East) US East (N. Virginia) apps.mypurecloud.com
    Americas (US West) US West (Oregon) apps.usw2.pure.cloud
    Asia Pacific (Mumbai) Asia Pacific (Mumbai) apps.aps1.pure.cloud
    Asia Pacific (Osaka) Asia Pacific (Osaka) apps.apne3.pure.cloud
    Asia Pacific (Seoul) Asia Pacific (Seoul) apps.apne2.pure.cloud
    Asia Pacific (Sydney) Asia Pacific (Sydney) apps.mypurecloud.com.au
    Asia Pacific (Tokyo) Asia Pacific (Tokyo) apps.mypurecloud.jp
    EMEA (Dublin) EU (Ireland) apps.mypurecloud.ie
    EMEA (Frankfurt) EU (Frankfurt) apps.mypurecloud.de
    EMEA (London) EU (London) apps.euw2.pure.cloud
    EMEA (Zurich) EU (Zurich) apps.euc2.pure.cloud
    Middle East (UAE) Middle East (UAE) apps.mec1.pure.cloud
  6. Click Save.

For information about all steps necessary to set up a call center, see Set up a call center.

The following content applies to Genesys Cloud for Zendesk.

  1. In Zendesk, click Support.
  2. Click Admin .
  3. Click Manage.
  4. Under Enabled apps, click Genesys Cloud (or the title that you set during installation).
  5. Click App Configuration.
  6. Modify the domain that appears for Genesys Cloud Environment based on the location of your Genesys Cloud organization. For example, if your Genesys Cloud organization is located in Americas (US West), change apps.mypurecloud.com to apps.usw2.pure.cloud.
    Genesys Cloud region AWS region Domain
    Americas (Canada) Canada (Canada Central) apps.cac1.pure.cloud
    Americas (Sao Paulo) South America (Sao Paulo) apps.sae1.pure.cloud
    Americas (US East) US East (N. Virginia) apps.mypurecloud.com
    Americas (US West) US West (Oregon) apps.usw2.pure.cloud
    Asia Pacific (Mumbai) Asia Pacific (Mumbai) apps.aps1.pure.cloud
    Asia Pacific (Osaka) Asia Pacific (Osaka) apps.apne3.pure.cloud
    Asia Pacific (Seoul) Asia Pacific (Seoul) apps.apne2.pure.cloud
    Asia Pacific (Sydney) Asia Pacific (Sydney) apps.mypurecloud.com.au
    Asia Pacific (Tokyo) Asia Pacific (Tokyo) apps.mypurecloud.jp
    EMEA (Dublin) EU (Ireland) apps.mypurecloud.ie
    EMEA (Frankfurt) EU (Frankfurt) apps.mypurecloud.de
    EMEA (London) EU (London) apps.euw2.pure.cloud
    EMEA (Zurich) EU (Zurich) apps.euc2.pure.cloud
    Middle East (UAE) Middle East (UAE) apps.mec1.pure.cloud
  7. Click Save settings.

For information about all configuration options, see Settings in Genesys Cloud for Zendesk.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

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