Configure Genesys Service Cloud Voice Settings

Feature coming soon: Genesys Cloud for Salesforce Service Cloud Voice

Prerequisites

To manage the Genesys Service Cloud Voice settings from Salesforce:

  1. On the Setup Home page, click the App Launcher icon and search for Contact Center app in the Search apps and items box and launch the app.
  2. In the app navigation items, select Genesys Service Cloud Settings.

Enable server-side logging

Enables logging that the Customer Support can access. When you encounter issues and contact the Customer Support, they request these log files. Server-side logging allows Customer Support to access these logs directly. 

Status mapping

Keep your agents’ status in sync between Genesys Cloud and Omni-Channel. Create a presence status named Available for Voice that includes service channels for voice calls. When agents are signed in to that presence status, they receive the incoming voice calls.  For more information, see Create a presence status and give users access to presence status. The status mapping allows you to control how agents receive voice calls in Salesforce Service Cloud Voice and Genesys Cloud. 

The following table shows an example of status mapping between Genesys Cloud and Omni-Channel statuses. When agents’ status is set to on queue in Genesys Cloud, they are available in Salesforce to receive voice calls. Similarly, when they go off queue in Genesys Cloud, the Omni-Channel status is set to Available and agents can receive other interactions apart from voice calls, such as chats and emails.

Omni-Channel status Genesys Cloud status
Available for Voice On Queue
Upon leaving “Available for Voice” status Available
Busy

Upon leaving “On Queue” status

Available Off Queue or Direct Calls Only

Default phone status

Note: For the example status mapping, you have to create the presence statuses Busy and Available Off Queue or Direct Calls Only in Salesforce and give users access to those statuses.

Voice call field mapping

Salesforce Service Cloud Voice provides voice call records for which you can map the fields to your interaction attributes. The Salesforce Fields represent the call in Service Cloud Voice. For more information, see Synchronize call attributes with Salesforce activity records.

Also, see Voice Call Fields in Salesforce documentation.