Series: Set up a contact center in Salesforce Service Cloud Voice
Configure Genesys Service Cloud Voice Settings
- Create a presence status and give users access to presence status
- Install the Salesforce Service Cloud Voice package
- Create a Lightning app in Salesforce
- Create a custom tab in Salesforce
- Generate contact center configuration XML file
- Set up the integration in Genesys Cloud
- Assign permissions sets to Service Cloud Voice users
- Create a contact center
- Add users to the contact center in Salesforce
- Create a presence status and give users access to presence status
- Create Contact Center Lightning app. For more information, see Create a contact center.
To manage the Genesys Service Cloud Voice settings from Salesforce:
- 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.
- In the app navigation items, select Genesys Service Cloud Settings.
- Under Contact Centers, select the contact center.
Select the options in Settings, Status Mapping, and Voice Call Field Mapping sections as appropriate.
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 |
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.