Genesys User Guide

Gplus Adapter 8.
For Microsoft Dynamics CRM
Users Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated
without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright 2008-2012 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys is the world's leading provider of customer service and contact software - with more than 4,000 customers in
80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely
positioned to help companies bring their people, insights and customer channels together to effectively drive today's
customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value
of customer engagement and differentiating the experience by driving personalization and multi-channel customer
service - and extending customer service across the enterprise to optimize processes and the performance of
customer-facing employees. Go to www.genesyslab.com for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales
representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the
time of release, Genesys Telecommunications Laboratories, Inc. cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your Systems Security

You are responsible for the security of your system. Product administration to prevent unauthorized use is your
responsibility. Your system administrator should read all documents provided with this product to fully understand the
features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All
other company names and logos may be trademarks or registered trademarks of their respective holders. 2012
Genesys Telecommunications Laboratories, Inc. All rights reserved.
The Crystal monospace font is used by permission of Software Renovation Corporation,
www.SoftwareRenovation.com.
Technical Support from VARs

If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Ordering and Licensing Information

Complete information on ordering and licensing Genesys products can be found in the Genesys 7 Licensing Guide.
Released by: Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Document Version: 80gp_us_msCRM_02-2012_v8.0.001.00
Table of Contents
Preface ....................................................................................................7
Intended Audience ...................................................................................7
Chapter Summaries .................................................................................8
Document Conventions ............................................................................8
Document Version Number ..................................................................9
Type Styles ..........................................................................................9
Monospace ..........................................................................................9
Correction of Errors in Screen Captures ............................................ 10
Use of Square Brackets .....................................................................10
Use of Angle Brackets .......................................................................10
Related Resources .................................................................................10
Genesys Resources ..........................................................................10
Microsoft Resources ..........................................................................11
Contacting Genesys Technical Support ..................................................11
Making Comments on This Document ....................................................12
Chapter 1
About the Gplus Adapter for Microsoft Dynamics CRM .................... 13

The Gplus Adapter Server Component ...................................................13
Chapter 2
Accessing the Gplus Adapter for Microsoft Dynamics CRM ............ 15

Signing In to the Gplus Adapter ..............................................................16
Signing Out of the Gplus Adapter ...........................................................18
Viewing Agent State ...............................................................................18
Setting and Changing Agent Availability ............................................ 19
All Media Types .................................................................................19
Going Ready on All Media Types .......................................................19
Going Not Ready on All Media Types ................................................ 20
Individual Media Type ........................................................................21
Going Ready on an Individual Media Type......................................... 21
Going Not Ready on an Individual Media Type .................................. 22
Performing After Call Work ................................................................23
Chapter 3
Softphone Overview .............................................................................25

Media Control Overview .........................................................................25
For Microsoft Dynamics CRM Users Guide
Softphone Controls ............................................................................27

Media Status Indicators .....................................................................28
Agent State Indicators........................................................................29
Shortcut Keys ....................................................................................29
Chapter 4
Phone Control.......................................................................................33
Receiving a Call .....................................................................................33
Making a Call .........................................................................................35
Holding/Retrieving a Call ........................................................................38
Hanging Up a Call ..................................................................................39
Transferring a Call ..................................................................................40
Conferencing ..........................................................................................42
Alternating Between Calls ......................................................................44
Chapter 5
Outbound Controls...............................................................................47
Getting the Next Record .........................................................................47
Auto Selection Mode ..........................................................................47
Manual Selection Mode .....................................................................48
Rejecting a Record .................................................................................48
Canceling a Record ................................................................................49
Individual Record ...............................................................................49
Record Chain .....................................................................................50
Marking a Record as Do Not Call ...........................................................50
Individual Record ...............................................................................50
Record Chain .....................................................................................51
Rescheduling a Record ..........................................................................52
Personal Callback ..............................................................................52
Campaign Callback ............................................................................53
Dialing a Record .....................................................................................55
Marking a Record as Done .....................................................................56
Transferring or Conferencing a Record ..................................................57
Chapter 6
Multi Media Control ..............................................................................59

Accepting an Interaction .........................................................................59
Rejecting an Interaction ..........................................................................60
Complete Handling .................................................................................61
Chapter 7
Use-Case Scenarios .............................................................................63

Scenario 1: Sign In/Answer/Release ......................................................63
Scenario 2: Make Call/Hang Up/Perform After Call Work ....................... 66
Scenario 3: Sign In/Answer/Transfer ......................................................68
/Gplus Adapter 8.0
Scenario 4: Sign In/Answer/Consult .......................................................72

Scenario 5: Responding to an E-mail Interaction .................................... 75
Scenario 6: Preview Outbound Record/Reject ........................................ 77
Scenario 7: Preview Outbound Record/ Dial ........................................... 79
Scenario 8: Receive Predictive Record/Reschedule ............................... 81
Scenario 9: Receive Predictive Record/Do Not Call Chain ..................... 83
Chapter 8
Client Problem Reporting ....................................................................85

Creating a Client Problem Report ...........................................................85
Appendix A
Administrative Options ........................................................................89

Refresh CRM Metadata .....................................................................89
Resync with CME ..............................................................................90
Preface
Welcome to the Gplus Adapter for Microsoft Dynamics CRM User's Guide. This
guide provides step-by-step instructions for performing common contact center
tasks using the Gplus Adapter for Microsoft Dynamics CRM. Please use this
guide in conjunction with the Genesys production documentation found on the
Documentation Library CD. This chapter provides an overview of this document,
identifies the primary audience, introduces document conventions, and lists
related reference information:
Intended Audience
Chapter Summaries
Document Conventions
Related Resources
Contacting Genesys Technical Supportt
Making Comments on This Document
Intended Audience
This guide is primarily intended for Gplus Adapter end users. This group includes contact center
managers, system administrators, supervisors, and agents.
This guide may also be helpful to:
Genesys customers who have purchased the Gplus Adapter and want to become familiar
with the delivered solution.
System Integrators (SIs) deploying the Gplus Adapter at customer sites.
Value-added resellers (VARs).
Those using the Gplus Adapter for contact center pilot projects.
Customers where Gplus Adapters will be used on a divisional or departmental basis
The guide assumes that you have a basic understanding of:
Computer-telephony integration (CTI) concepts, processes, terminology, and applications.
Network design and operation.
Your own network configurations.
Preface
Chapter Summaries
You should also be familiar with:
Internet Explorer 8.0 or higher Other internet browsers such as Chrome, Firefox, Opera,
etc or versions of Internet Explorer lower than 8 are not supported!
Genesys Framework
Microsoft Dynamics CRM 2011
Genesys Enterprise and Media Routing
Genesys Open Media
Genesys Outbound Contact Server
IIS 7.0 Administration
Chapter Summaries
In addition to this preface, this guide contains these additional chapters and appendixes:
Preface beginning on page 7, introduces standard principles and conventions related to

this document.
Chapter 1, About the Gplus Adapter for Microsoft Dynamics CRM beginning on page 13,
provides a general overview of the Gplus Adapter and the Microsoft Dynamics CRM GUI with
which it is integrated.
Chapter 2, Accessing the Gplus Adapter for Microsoft Dynamics CRM beginning on page
15, examines how to access the Adapter component through the Microsoft Dynamics CRM
GUI and how to manage agent state.
Chapter 3, Softphone Overview beginning on page 25, provides a general overview of the
media control section provided by the Gplus Adapter
Chapter 4, Phone Control beginning on page 33, describes how to use the features and
functionality of the Adapter to perform basic telephony functions.
Chapter 5, Outbound Controls beginning on page 47, describes how to use the features and
functionality of the Adapter to manage outbound records.
Chapter 6, Multi Media Control beginning on page 59, describes how to use the features
and functionality of the Adapter to perform basic multi media functions.
Chapter 7, Use-Case Scenarios beginning on page 63, includes specific examples of how
to use the Gplus Adapter to perform simple and advanced contact center functions.
Chapter 8, Client Problem Reporting" beginning on page 85, describes how to use Client
Problem reporter feature.
Appendix A: Administrative Options beginning on page 89, outlines the additional features
and functionality which are available to users with administrative privileges
This document uses some stylistic and typographical conventions with which
you might want to familiarize yourself.
/Gplus Adapter 8.0
Preface
Document Version Number

A document version number appears at the bottom of the inside front cover of this guide. Version
numbers change as new information is added to this guide.
Here is a sample version number:
72gp_us_msCRM_04-2011_v7.2.001.00
You will need this number when you are talking with Genesys Technical Support about this
product.
Type Styles
Italic
In this document italic is used:
When a term is being defined.
Example
A customary and usual practice is one that is widely accepted and used within a
particular industry or profession.
For emphasis. For example, Do not use this value for this option.
For variables, for example, x +1 = 7 where x stands for . . .
Monospace
A monospace font, which is shown in the following examples, is used for:
All programming identifiers and GUI elements. This convention includes the names of
directories, files, folders, paths, scripts, dialog boxes, options, fields, text and list boxes, all
buttons including radio buttons, check boxes, commands, tabs, CTI events, and error
messages; the values of options; logical arguments and command syntax; and code
samples.
Examples
Select the Show variables on screen check box.
Click the Summation button.
On the Properties dialog box, enter the value for the host server in your environment.
In the Operand text box, enter your formula.
Click OK to exit the Properties dialog box.
The following table presents the complete set of error messages T-Server distributes
in EventError events.
If you select true for the inbound-bsns-calls option, all established
inbound calls on a local agent are considered business calls.
For any text the user must manually enter during a configuration or installation procedure:
Example
Enter exit at the command line.
Preface
Related Resources
Correction of Errors in Screen Captures

Screen captures taken from the product GUI (graphical user interface) and used in this document
may sometimes contain a minor spelling, capitalization, or grammatical error. The text
accompanying and explaining the screen captures corrects such errors.
Use of Square Brackets

In any logical arguments, commands, and programming syntax presented in this document,
square brackets are used to indicate that a particular parametric value is optional. That is, the
value is not required to resolve a command, argument, or programming syntax. The
customer/user decides whether to supply a value and what that value is.
Here is a sample: smcp_server -host [/flags]
Use of Angle Brackets

Angle brackets are used to indicate that a value in a logical argument, command, or programming
syntax is required, but that the user must supply the data for the value. Because the value is
specific to an individual enterprisefor example, DNs or port numbersthe program cannot
predict (that is, program in) what the value is.
Here is a sample: smcp_server -host <confighost>
Related Resources
Genesys Resources
Consult these additional Genesys resources as necessary:
The Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide, which
introduces concepts and terminology for this product, overviews product architecture, and
describes system requirements and how to install and configure this product.
The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library CD and which provides a comprehensive list of the Genesys and
CTI terminology and acronyms used in this document.
The Release Notes and Product Advisories for this product, which are available on the
Genesys Technical Support website at http://genesyslab.com/support.
Information on supported hardware and third-party software is available on the Genesys
Technical Support website in the following documents:
Genesys Supported Operating Systems and Databases
Genesys Supported Media Interfaces
Genesys product documentation is available on the:
Genesys Technical Support website at http://genesyslab.com/support.
10
/Gplus Adapter 8.0
Preface
Contacting Genesys Technical Support
Genesys Documentation Library CD, which you can order by e-mail from Genesys Order
Management at orderman@genesyslab.com.
Microsoft Resources
Microsoft provides extensive documentation for the Microsoft Dynamics CRM 2011 product, both
on the installation media and within the Microsoft CRM Help system. Documentation for the
Microsoft CRM 2011 product is available in Adobe Acrobat format (.pdf) and in Microsoft Word
format (.doc) on the Microsoft CRM Documentation CD. The Microsoft Business Solutions CRM
Getting Started Guide is also available within the Microsoft CRM Help system. The Help system
also provides a tutorial on Microsoft CRM.
Contacting Genesys Technical Support

If you have purchased support directly from Genesys, contact Genesys Technical
Support at the regional numbers below.
Note:
The following contact information was correct at time of publication. For the
most up-to-date contact information, see the Contact Information on the Tech
Support website. Before contacting technical support, refer to the Genesys
Technical Support Guide for complete contact information and procedures.
Genesys Technical Support Contact Information

Region
Telephone
E-Mail
North America and

Latin America
+888-369-5555 (toll-free)
+506-674-6767
support@genesyslab.com
Europe, Middle East, and Africa
+44-(0)-1276-45-7002
support@genesyslab.co.uk
Asia Pacific
+61-7-3368-6868
support@genesyslab.com.au
Malaysia
1-800-814-472 (toll-free)
+61-7-3368-6868
India
000-800-100-7136 (toll-free)
+61-7-3368-6868 (International)
Japan
+81-3-6361-8950
support@genesyslab.co.jp
11
Preface

If you especially like or dislike anything about this document, please feel free to e-mail your
comments to Techpubs.webadmin@genesyslab.com. You can comment on what you regard
as specific errors or omissions, and on the accuracy, organization, subject matter, or
completeness of this document. Please limit your comments to the information in this document
only and to the way in which the information is presented. Speak to Genesys Technical Support if
you have suggestions about the product itself. When you send us comments, you grant Genesys
a nonexclusive right to use or distribute your comments in any way it believes appropriate, withut
incurring any obligation to you.
12
/Gplus Adapter 8.0
Chapter
About the Gplus Adapter

for Microsoft Dynamics
CRM
This chapter provides a brief overview of the components of the Gplus Adapter for
Microsoft Dynamics CRM.
The Gplus Adapter Server Component

The Gplus Adapter 8.0 for Microsoft Dynamics CRM provides integrated management of
communication channels. The Adapter works embedded within Microsoft Dynamics CRM 2011,
enabling the adapter to share customer data and statistics with MS CRM. The Gplus Adapter
combines Microsoft technology with Genesys technology to provide a seamless exchange of
information between the customer and agent that improves customer relationships and data
management across all communications, such as receiving a contact, confirming customer data,
discussing sales or service information, and follow up activities associated with the contact. The
Gplus Adapter Server component is accessible through the Microsoft Dynamics CRM 2011
window and provides the following agent contact center functionality.
Initiate an outgoing phone call

Acknowledge, and provide the ability to handle, an incoming phone call
Monitor and manage active telephony interactions (calls that are connected, on hold, yet to
be answered, and so on)
Acknowledge, and provide the ability to handle, an outbound record from a Preview, Push
Preview, Predictive or Progressive campaign
Monitor and receive multi media interactions (fax, e-mail)
13
/Chapter 1: About the Gplus Adapter for Microsoft Dynamics CRM
14
Monitor and/or change agent status (from Ready to Not Ready with or without reason, and
vice versa)
Monitor and/or change agent status on an individual media basis (ready on Voice, not ready
on Email)
Monitor and/or change Genesys status (Sign On and Sign Off capabilities)
/Gplus Adapter 8.0
Chapter
Accessing the Gplus

Adapter for Microsoft
Dynamics CRM
This chapter describes how to access the Gplus Adapter for Microsoft Dynamics
CRM and to manage Genesys status through the Adapter. The information in this
chapter is divided among the following topics:
Signing In to the Gplus Adapter

Signing Out of the Gplus Adapter
Viewing Agent State
NOTE: The intent of this document is to outline the capabilities of the Gplus
Adapter and outline how one can access and manage such capabilities. The
focus of this document is not on the Microsoft CRM 2011 application. Refer to the
appropriate Microsoft documentation for information regarding Microsoft CRM
2011. The following instructions assume that the Microsoft CRM 2011 application
is operational and accessible to the user, and that the user is familiar with its
features and functionality.
15
/Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM

Access to the Gplus Adapter, and the subsequent underlying Genesys environment, is based on
user credentials. Should a user possess the proper security role at the point of sign-in to the
Microsoft CRM 2011 application, access to Gplus Adapter is granted automatically.
Gplus Adapter version 8.0 supports only Internet Explorer 8 or higher! Using Gplus Adapter
with Internet Explorer versions less than 8 is not supported.
Note: Gplus Adapter version 8.0 can be deployed in a multi-tenant environment, but only
a single tenant, the Environment tenant, is supported. The Environment tenant
must be specified in the Gplus Adapter URL in order for the Gplus Adapter to
operate in a multi-tenant environment. To operate the Gplus Adapter in default
mode use the following URL address:
http://<MsCrm host>:<MsCrm port>/isv/main.aspx?tenant=Environment
Follow the steps outlined below to gain access to the Gplus Adapter:
1. Open an Internet Explorer 8 (or higher) browser window, enter the following URL address:
Operating Gplus Adapter in default mode:
http://<MsCrm host>:<MsCrm port>/isv/main.aspx
2. Upon request, enter your user credentials as supplied to you by your Microsoft CRM 2011
administrator.
An initialization icon appears as the adapter connects with the Genesys environment. Any
connection errors will halt the sign-in process to the Gplus Adapter, but will not impact the users
ability to work with the Microsoft CRM 2011 application. A successful sign-in results in the
inclusion of the softphone controls as shown in Figure 1 on the following page.
Note:
16
Users who do not possess the proper security role at sign-in will be automatically
redirected to the root page of the Microsoft CRM 2011 application without warning.
Refer to Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide for
further details.
/Gplus Adapter 8.0
Figure 1: Softphone Access

At this point of the sign-in process, access has been granted to the Gplus Adapter component.
However, as the gray bar above the softphone control section indicates in Figure 1, the user is
not signed-in to the underlying Genesys environment. To sign into the Genesys environment and
enter the mode wherein you can receive customer interactions and control your agent state,
complete the following steps:
3. In the appropriate sections of the softphone control, enter the login credentials provided to
you by your Genesys CME administrator. Note, if operating with enable-single-sign-on
mode enabled, these sections will be preset to the values entered in Step 2. No further
information is required.
4. In the Place field, enter the name of the place associated with your phone/station.
5. Click the Sign On button.
Note:
The Gplus Adapter will retain the username and place values entered by the agent
and preset such information on any future sign-in requests. However, the agent will
maintain the ability to modify the parameters accordingly.
Should the sign-in process proceed without error, the sign-in section of the Microsoft CRM
window will change state, as shown in Figure 2. At this point of the sign-in process, the agent will
be classified as logged into the Genesys environment, and will be reflected as such in CCPulse.
The colored bar immediately above the sign-in section, which from this point forward will be
referred to as the Agent Media menu bar, reflects the agent state. A red bar indicates that the
agent is Not Ready across all media types. A green bar indicates that the agent is in a Ready
state on all media and a yellow bar indicates a mixed state with the various media types in the
agent place being in different states.
17
Figure 2: Sign-in process succeeded
Note:
The Gplus Adapter will reflect the current state of the physical phone set at sign-in.
If your phone was logged in and ready prior to signing into the Gplus Adapter, you
will be automatically placed into a Ready state. Conversely, your state will read Not
Ready if your phone was either logged out and/or not ready at sign-in.

Signing out of the Gplus Adapter will disconnect the agent from the Genesys environment. The
agent will be viewed as logged out and unavailable to receive any customer interactions from the
queue. Technically, an agent can sign-out of the Adapter at any time during their work schedule.
However, as this action effectively disconnects the agent from Genesys, the agent would be
required to sign-in again to reconnect to the environment. It is usually only appropriate to sign-out
at the end of the agents work day.
To sign-out of the Gplus Adapter, complete the following steps:
1. Select Go Not-Ready button, with an appropriate reason code (as demonstrated in Figure 6
on page 20).
2. Select the Sign Off button.
Note:
The sign-out process does not close any outstanding MS CRM entity forms,
including the Phone Call form. The forms are independent of the sign-in and sign-out
process.
Viewing Agent State

Agent state refers to the availability level of a particular agent. An agent can be classified as
either available to receive Genesys directed interactions (i.e. Ready) or classified as unavailable
to receive such interactions. (i.e. Not Ready) The state is managed on a per media basis. To view
the current agent state for a specific media, select the Place State button in the Agent Media
menu bar. The action will open a list of all media types included in your place, along with the
agent state associated with each media. (See Figure 3 below)
18
/Gplus Adapter 8.0
Viewing Agent State
Figure 3: Viewing agent state
Setting and Changing Agent Availability

You can change agent availability, or agent status, on an individual media or across all media
types through the Gplus Adapter. All such state changes are handled through the Agent Media
menu bar, as was shown in Figure 2 on page 18.
All Media Types

Controlling the state of all media types is the equivalent of controlling the agent place. One
command will result in the entire place, and all media types within the place, being placed into an
identical state. You can control the place, or all media types, through the Go Ready and Go NotReady buttons located in the Agent Media menu bar, as are highlighted in Figure 4.
Figure 4: Place controls
Going Ready on All Media Types

To place yourself into a ready state on all media types within your place complete the following
steps:
1.
Select the Go Ready button in the Agent Media menu bar, as shown in Figure 5.
19
Viewing Agent State
Figure 5: Going ready on all media types
Note:
This command will place all media types into Ready regardless of what state
each of the media types was in prior to selecting the Go Ready option.
Once the Ready command is processed all media types are in a ready state, as is reflected with a
green bar above the Agent Media menu bar. A review of the place state will also confirm that all
media types are in the same agent state.
Going Not Ready on All Media Types

To place yourself into a not ready state on all media types within your place complete the
following steps:
1. Select the Go Not-Ready button in the Agent Menu bar, as shown in Figure 6 below.
1
2. Select a reason for your not ready state .
Figure 6: Going not ready on all media types
Reason Codes are configured by your system administrator in the Genesys Configuration Management
Environment (CME). Refer to the Gplus Adapter 8.0 for Microsoft Dynamics CRM Deployment Guide for further
information.
20
/Gplus Adapter 8.0
Note:
Viewing Agent State
This command will place all media types into Not Ready, for the reason specified,
regardless of what state each of the media types was in prior to selecting the
Go Not-Ready option.
Once the Not Ready command is processed all media types are in a not ready state, as is
reflected with a red bar above the Agent Media menu bar. A review of the place state will also
confirm that all media types are in the same agent state. As a visual reminder to the agent, the
chosen not ready reason is also highlighted in the not ready list under the Go Not-Ready button,
as shown in Figure 7.
Figure 7: Identifying reason for not ready state
Individual Media Type

Controlling media on an individual basis is a means by which an agent can control which type of
media interactions they receive from Genesys. An agent can be ready and available on one
media type while simultaneously being classified as not ready and unavailable on another media
type.
Going Ready on an Individual Media Type

To place yourself ready on a specific media, complete the following steps:
1. Select Place State button in the Agent Media menu bar.
2. Select the Ready option for the appropriate media, as shown in Figure 8.
21
Viewing Agent State
Figure 8: Going ready on Voice media type

Once the Ready command is processed, the specific media type is placed into a Ready state, as
is shown in Figure 9.
Figure 9: Ready on the Voice media
Note:
Changing the agent state on an individual media type may result in a mixed state.
A yellow bar immediately above the Agent Media menu bar reflects the fact that
not all media types are of the same agent state.
Going Not Ready on an Individual Media Type

To place yourself not ready on a specific media, complete the following steps:
1. Select Place State button in the Agent Media menu bar.
2. Select the Not Ready option for the appropriate media, as shown in Figure 10.
22
/Gplus Adapter 8.0
Viewing Agent State
Figure 10: Going not ready on E-mail media type

Once the Not Ready command is processed, the specific media type is placed into a Not Ready
state, as is shown in Figure 11.
Figure 11: Ready on the Voice media
Note: Not Ready is the only option available when placing a single media type into a
not ready state. Not Ready reasons only appear at the place level.
Performing After Call Work

After Call Work (ACW) is a unique not ready state reserved for post-call processing. An agent
may need additional time to process particular call interactions. The time can be used to enter
notes regarding the interaction, or to complete information on one or more of the MS CRM entity
forms displayed during the interaction. To place yourself into this Not Ready state so that you will
not be interrupted with another interaction, complete the following steps.
23
Viewing Agent State
1. While the interaction in question is still active, select the Go Not-Ready button from the Agent
Media menu bar, with the reason After Call Work as shown in Figure 12 below.
Figure 12: Selecting After Call Work

It is possible to place oneself into After Call Work after the interaction is released. However,
waiting until the interaction is finished increases the risk of receiving another interaction before
you have had the opportunity to enter into the proper Not Ready state.
The existence of the After Call Work reason is controlled by administration. The Gplus Adapter
must be configured to allow for after call work, or the reason will not be present.
Note:
24
There is administrative option that automatically places an agent into ACW at

the conclusion of a phone call dependent on the call type. Refer to the 8.0
Gplus Adapter for Microsoft Dynamics CRM Deployment Guide for details.
/Gplus Adapter 8.0
Chapter
Softphone Overview
This section provides a basic overview of the softphone controls provided by the
Gplus Adapter. The information in this chapter is divided among the following
topics:
Media Control Overview

The media controls, or the buttons that the agent needs to manage the interaction, are embedded
into the actual MS Entity form, and in the case of phone calls, on the Agent Media bar as well.
When the media controls are present in two locations, the agent can use the controls from either
location to manage the interaction.
MS Entity Form
In terms of the MS Entity form, the media control section is located in top-right section of the form,
as shown in Figure 13 on page 26, which from this point forward will be referenced as the
Softphone menu bar. In addition to incorporating the necessary media features, the Softphone
menu bar displays information about the interaction to better help agents understand the state of
the interaction, and to help them distinguish between interactions should the form be associated
with more than one interaction.
Note:
There is no specific form that contains the Softphone menu bar. Through
configuration settings, administration determines which MS entity form(s) contain
the softphone controls.
25
/Chapter 3: Softphone Overview
Figure 13: Phone control section of the Phone Call form
Interaction Tabs
The media controls on the Agent Media bar appear in a separate tab, which from this point
forward will be known as an interaction tab. (see Figure 14 below) Similar to the media controls
on the MS Entity form, each interaction tab contains only the media controls related to a single
phone call. Additional tabs appear when multiple phone calls are handled by the agent. Unlike the
controls on the MS Entity form, the media controls on a specific interaction tab do not
automatically disappear with the release of the call. While the controls are disabled to prevent
further use, the tab itself remains visible until the agent manually moves focus to another tab.
Figure 14: Interaction tab of the Agent Menu bar

Note: The circle icon that appears in the bottom right corner of the interaction tab is
only activated for Outbound interactions.
26
/Gplus Adapter 8.0
Softphone Controls
The following chart identifies and explains the various media control features that appear in the
various media control sections. The availability of each of the following buttons is dependent on
the type, and current state of the interaction.
Button
Description
Answer the selected call.
Hang up the selected consult call without
completing the call as either a transfer or
as a conference
Cancel an outbound record, or all
chained records, so that the record(s) is
never dialed or re-sent to another agent.
Media
Voice
Voice
Outbound
Complete the selected call as either a

transfer or as a conference depending on
how the consult call was initiated.
Voice
Initiate a conference for the selected call;

either as a one-step or two-step
conference.
Voice
Initiate a consult call to another party.
Voice
Activates the DTMF, or Dual Tone Multi

Frequency, keypad.
Voice
Place the selected call on hold.
Voice
Redirect focus to the main Microsoft

CRM window.
Voice
Hang up the selected call.
Voice
Retrieve the selected call from hold.
Voice
Initiate a transfer for the selected call;

either as a one-step or two-step transfer
Voice
Initiate an outgoing call.
Voice, Outbound
27
Button
Description
Accept, or take ownership of, the
incoming interaction.
Media
Multi Media
Reject, or refuse ownership of, the

incoming interaction.
Multi Media, Outbound
Notify Genesys that the interaction in

question can be marked as complete,
allowing the agent to receive the next
interaction.
Multi Media, Outbound
Add phone number of a specific

outbound record, or all chained records,
to the Do-Not-Call List.
Outbound
Reschedule a specific outbound record to

a later date and time.
Outbound
Request the next outbound record of a

given Preview campaign
Outbound
Opens the dialog to report an issue about

and interaction.
Voice
Media Status Indicators

The following diagram explains the Media Status component of the media controls.
A. State Icon: Identifies the media state in image form. A green icon represents Talking/ In
Progress, a red icon represents Hold, and a yellow icon represents a Ringing/Received state.
B. Media Type: Identifies the type of interaction associated with the specific media control
section, and/or the direction of the interaction (i.e. Inbound, Outbound, In-Internal, OutTransfer, E-Mail, Fax, Preview, Predictive).
C. Phone Number: Identifies the phone number of the caller associated with the specific media
control section (not displayed with multi media interactions).
D. Media State: Identifies the state of the interaction associated with the specific media control
section (i.e. Held, Talking, Ringing, In Progress).
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/Gplus Adapter 8.0
Note:
There is a single Softphone menu bar associated with a MS entity form. However,
the menu bar can maintain multiple interactions. For example, in a multiple phone
call scenario, the menu is divided into tabs with each tab maintaining the necessary
controls for one of the phone calls.
Agent State Indicators

Agent state indicators are merely visual indicators that are located above the Home button on any
MS entity form that includes the softphone controls. The main purpose of the indicators is to
display the state of the agent without the need to return to the Agent Media menu bar on the main
Microsoft CRM window. There are four states and they are as follows:
State Indicator
Description
The gray icon indicates an Unknown state. This
indicator most often appears during times of
disconnect from the Genesys environment.
The red icon indicates that the agent is in a Not
Ready state across all media types.
The green icon indicates that the agent is in a
Ready state across all media types.
The yellow icon indicates that the agent is in a
mixed state. Some media types are classified
as Ready while other media types are in a Not
Ready state.
Shortcut Keys
All Gplus Adapter sections embedded in the Microsoft CRM 2011 application contain shortcut
keys for easier navigation. For all sections the shortcut keys operate in a similar manner. The
button or element on the left-most side of the Adapter section has a shortcut key of ALT 1, with
the number incrementing for each subsequent button/element in the section. The following
examples highlight the process.
29
Example 1: Softphone menu bar single call
Answer
Release
Retrieve
Note:
ALT 1
ALT 2
ALT 3
Hold
Transfer
Conference
ALT 4
ALT 5
ALT 6
Consult
Send DTMF
Home
ALT 7
ALT 8
ALT 0
If a button is not visible in the menu bar due to administrative settings, the shortcut
keys of the subsequent buttons do not change (i.e. If Transfer is removed, the
shortcut key for Conference remains ALT 6)
Example 2: Softphone menu bar consult call
Release
Retrieve
Note:
ALT 1
ALT 2
Hold
DTMF
ALT 3
ALT 4
Home ALT 0
Regardless of available buttons displayed in the Softphone menu bar, the Home
button always maintains the shortcut key ALT 0.
Example 3: Softphone menu bar email
Accept
Reject
30
ALT 1
ALT 2
Complete Handling ALT 3

Home ALT 0
/Gplus Adapter 8.0
Example 4: Agent Media menu bar
About
Sign Off
Place State
ALT 1
ALT 2
ALT 3
Go Ready
ALT 4
Go Not-Ready ALT 5
Make Call
ALT 6
Interactions ALT 7
The Agent Media menu bar has an additional shortcut key of ALT 0. This shortcut will return the
user to the last MS entity form from which the user selected the Home button.
Note:
Lists in any section of the softphone controls, can be navigated using UP and DOWN
arrows keys. (i.e. Not Ready reasons, Interactions list)
Example 5: Dialog boxes
31
There are two shortcut keys associated with all dialog boxes that appear in both the Agent Media
menu bar and the Softphone menu bar sections of the Gplus Adapter application.
ENTER
Selecting the ENTER key in a dialog box with initiate the Dial command for
Consult and Make Call scenarios, and the Two-Step command in all Transfer
and Conference scenarios.
ESC
Selecting the ESC key in a dialog box will initiate the Cancel command.
Note:
32
In dialog box scenarios wherein the Two-Step option is not available due to
administrative settings, the ENTER key will initiate the One-Step command.
/Gplus Adapter 8.0
Chapter
Phone Control
This section covers basic contact center telephony operations as they are
performed through the Gplus Adapter component of the Microsoft CRM. The
information in this chapter is divided among the following topics:
Receiving a Call
Making a Call
Holding and Retrieving a Call
Hanging Up a Call
Transferring a Call
Conferencing
Alternating Between Calls
The following phone control sections reference the Phone Call form during the
initial stages of the call flow. However, which form to display at the
Ringing/Dialing stage is configurable. Please note that the following
instructions may not be an exact replication of your particular installation.
The following sections focus on the phone controls embedded within the MS
Entity form. However, it is also possible to perform such phone actions through
the appropriate Interaction tab located on the Agent Media menu bar.
Receiving a Call
When receiving an incoming call, a Phone Call form (and/or a form for another MS CRM entity),
opens showing all available information about the call, such as Call Initiator, Phone Number and
Call Direction. The Softphone menu bar for the incoming call appears at the top of the form, as
shown in Figure 13 on page 26. As indicated in Figure 15, only the Answer and Release buttons
are made available to the agent as these are the only two actions that can be performed at this
point of the call flow.
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/Chapter 4: Phone Control
Receiving a Call
Figure 15: Receiving a call

To answer the call:
1. Select the Answer button, as shown in Figure 15.
Note:
If the AutoAnswer configuration option is set to true, the call will be answered
automatically and you will not need to select Answer.
When the call is answered, the call interaction enters a Talking state, as shown in the figure
below. The agent can now interact with the caller and perform additional phone functionality
which is also highlighted in Figure 16.
Figure 16: On an active call

2. If configuration is such that a Phone Call form does not appear as described above, and the
Adapter is configured to pop the form on Ringing, select the interaction that is associated
with the current phone call from the Interactions List in the Agent Media menu bar. This
action will redirect focus to the Phone Call form. (as is demonstrated in Figure 17 below)
Figure 17: Viewing Interactions List
Note:
34
An algorithm in the Adapter determines the incoming call information that populates
the fields in the Phone Call form. For example, if several customers share a common
phone or contact number, the Call Initiator field of the Phone Call form displays the
name or identifier of the first customer found in the database, and all fields are
populated with this customers information.
/Gplus Adapter 8.0
Making a Call
Making a Call
There are numerous ways to make an outgoing call:
A. Make Call Option
To make an outbound call using the Make Call option, complete the following steps:
1. Select the Make Call option in the Agent Media menu bar as shown in Figure 18.
2. Enter the phone number of the destination for the outbound call, select a phone number
from the configured Speed Dial list, or select the Search icon to locate the phone number
associated with a specific contact
3. Select the Dial button
Figure 18: Making a call

4. A Phone Call form (and/or a form for another MS CRM entity), opens showing all
available information about the call, such as Call Initiator, Phone Number and Call
Direction. The phone control section for the outgoing call appears at the top of the form.
When the outbound call is answered, the call interaction enters a Talking state, as shown in
the figure below. The agent can now interact with the caller and perform additional phone
functionality which is also highlighted in Figure 19.
Figure 19: Outgoing call is answered

5. If configuration is such that a Phone Call form does not appear as described above, and
the Adapter is configured to pop the form on Dialing, select the interaction that is
associated with the current phone call from the Interactions List in the Agent Media menu
bar. This action will redirect focus to the Phone Call form (as is demonstrated in Figure
17 on page 34)
Note:
An algorithm in the Adapter determines the outgoing call information that

populates the fields in the Phone Call form. For example, if several
customers share a common phone or contact number, the Call Initiator field
of the Phone Call form displays the name or identifier of the first customer
found in the database, and all fields are populated with this customers
information.
35
Making a Call
B. Consult Call Option

The Consult Call option is only a valid option when the agent has an active call in progress,
as the Consult button is part of the Softphone menu bar and interaction tab.
To make an outbound call using the Consult Call option, complete the following steps:
1. Select the Consult button from the Softphone menu bar on the as highlighted in Figure
20.
Figure 20: Making a consult call

2. Enter the phone number of the destination for the outbound call, select a phone number
associated with a specific contact.
3. Select the Dial button.
When initiating an outbound call using the Consult Call option, no additional Phone Call forms
will appear. The outbound call is classified as part of the original call and as such all phone
control will remain within the original Phone Call Form, as shown in Figure 21. The agent will
manage both calls from the single form.
Figure 21: On a consult call
Note:
A separate outgoing interaction will be added to the Interactions List on the

main Microsoft CRM window. Selecting the outbound interaction from the list
will direct focus to the same Phone Call form as the original interaction.
Note:
The Admin tab in Figure 21 is visible for administrators only.
C. Contact Search Option

The Contact Search option involves initiating the outgoing call directly from an MS entity
form.
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/Gplus Adapter 8.0
Making a Call
To make an outbound call using the Contact Search option, complete the following steps:
1. Locate the contact using the search capabilities provided by the Microsoft CRM 2011
application.
2. Select the Dial icon adjacent to the appropriate phone number, as shown in Figure 22 on
the following page.
Figure 22: Making a call from the Contact form
Note:
The existence of the Dial icon used in the Contact Search option is configurable.
Administration determines on which MS entity form(s) the Dial icon appears.
3. A Phone Call form (and/or a form for another MS CRM entity), opens showing all
available information about the call, such as Call Initiator, Phone Number and Call
Direction. The phone control section for the outgoing call appears at the top of the form.
When the outbound call is answered, the call interaction enters a Talking state, as shown in
the figure below. The agent can now interact with the caller and perform additional phone
functionality which is also highlighted in Figure 23.

4. If configuration is such that a Phone Call form does not appear as described above, and
the Adapter is configured to pop the form on Dialing, select the interaction that is
37
Holding/Retrieving a Call
associated with the current phone call from the Interactions List in the Agent Media menu
bar. This action will redirect focus to the Phone Call form (as is demonstrated in Figure
17 on page 34)
Holding/Retrieving a Call
At any time during an active phone call, the agent may need to place the call on hold, or retrieve
a held call. These phone actions are performed through the Softphone menu bar on the Phone
Call form, or through the appropriate interaction tab on the Agent Media menu bar.
To place a call on hold:
1. Select the Hold button, for the appropriate call, from the phone control section as shown in
Figure 24.
Figure 24: Placing call on hold

When hold is established, the call state of the interaction in question is updated to Held as shown
in Figure 25. The agent can now perform other tasks, such as making an outgoing call or
answering another incoming call.
To retrieve a call:
1. Select the Retrieve button for the appropriate call, as shown below.
Figure 25: Retrieving a call

When the call is retrieved, the call state of the interaction in question is updated to Talking as
shown in Figure 24 above. The agent can now interact with the caller again and perform other
phone functions such as those highlighted in Figure 24.
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/Gplus Adapter 8.0
Hanging Up a Call
Hanging Up a Call
When the agent is finished their interaction with the caller, or with the consulting party, they may
need to release the call. The actions taken by the agent vary slightly between a consult call and a
customer call.
A. Hanging up a customer call
To release the original call:
1. Select the Release button from the appropriate phone control section, as shown below.
Figure 26: Releasing a call

In terms of the MS Entity form, all phone controls associated with the released call are
removed. The agent will not view, or be able to perform, any further phone functions for the
call. The Phone Call Form remains open and active after its associated call is released. The
agent must manually save and/or close the form when they have finished with its content.
The interaction associated with the phone call remains in the Interactions List on the Agent
Media menu bar until the form is closed. If there is only one interaction in the Interactions List
when the form in question is closed, the Interactions List is disabled, as shown in Figure 27.
In terms of the interaction tab, the phone controls are still visible but are no longer active and
the tab remains in existence until the agent manually moves focus to another tab.
Figure 27: Clearing the Interactions List

B. Hanging up a consult call
The following instructions only apply to consult calls which were initiated from either the
Phone Call form or from the appropriate interaction tab on the Agent Menu bar. Any consult
calls made using the Make Call option on the main Microsoft CRM window, can not be
released as described below.
To hang up a consult call:
1. Select the Release button, for the appropriate consult call, from the phone control
section, as shown in Figure 28.
39
Transferring a Call
Figure 28: Releasing a consult call

All phone controls associated with the released call are removed from both the associated
Softphone menu bar and interaction tab. The agent will not view, or be able to perform, any
further phone functions for the consult call. Furthermore, the interaction associated with the
consult call will be automatically removed from the Interactions List in the Agent Media menu
bar on the main Microsoft CRM window.
Transferring a Call
When the agent is interacting with the caller, the agent may decide for any reason to transfer the
call to another party.
Note:
The Transfer button is a configurable option, as is the ability to perform a one-step

or two-step transfer.
Two types of transfers are available:

A. Two-Step Transfer
A two-step transfer enables the initiating agent to first contact the other agent while the initial
call is temporarily placed on hold. The original call can be transferred to the second agent
after the consultation is complete or can be retrieved from its held state if the first agent
believes that a transfer is no longer warranted. A two-step transfer is the recommended
approach unless you know for sure that the consulted party is in a Ready state and is able to
handle your caller directly. A one-step transfer may result in the caller having to wait for
another agent, or possibly having to hang up and call again.
To initiate a two-step transfer, complete the following steps:
1. Select the Transfer button as shown in Figure 29.
Figure 29: Transferring a call
40
/Gplus Adapter 8.0
Transferring a Call
2. Enter the phone number of the destination to where the call is to be transferred, select a
phone number from the configured Speed Dial list, or select the Search icon to locate the
phone number associated with a specific contact.
3. Select the Two Step button, as shown in Figure30 on below.
Figure 30: Initiating the transfer

4. Once the consult call is answered, and the consultation is complete, select the Complete
button associated with the consult call, as shown in Figure 31.
Figure 31: Completing the transfer

On the Ms Entity form, all phone controls associated with the transferred call are removed.
The agent will not view, or be able to perform, any further phone functions for the call. The
form remains open and active after its associated call is transferred. The agent must
manually save and/or close the form when they have finished with its content. The interaction
associated with the phone call remains in the Interactions List on the Agent Media menu bar
until the form is closed. If there is only one interaction in the Interactions List when the form in
question is closed, the Interactions List is disabled. In terms of the interaction tab, the phone
controls are still visible but are no longer active and the tab remains in existence until the
agent manually moves focus to another tab.
Note:
The agent can always stop the transfer process by selecting the Cancel button before
the consulting agent has answered the call. Should an agent do this, they
still will be required to select the Retrieve button to retrieve the original call from hold.
41
Conferencing
B. One-Step Transfer
A one-step transfer allows the agent to transfer the call directly to the next agent. The initial
agent is removed from the call without any consultation with the receiving agent.
To initiate a one-step transfer, complete the following steps:
1. Select the Transfer button for the appropriate phone call, as shown in Figure 29.
3. Select the One Step button, as shown in Figure 30 on the previous page.
All phone controls associated with the transferred call are removed from the Phone Call form.
The agent will not view, or be able to perform, any further phone functions for the call. The
Phone Call Form remains open and active after its associated call is transferred. The agent
must manually save and/or close the form when they have finished with its content. The
interaction associated with the phone call remains in the Interactions List on the Agent Media
menu bar until the form is closed. In terms of the interaction tab, the phone controls are still
visible but are no longer active and the tab remains in existence until the agent manually
moves focus to another tab.
Conferencing
When the agent is interacting with the caller, the agent may decide for any reason to involve
another agent or another party in the phone call.
Note:
The Conference button is a configurable option, as is the ability to perform a

one-step or two-step conference.
Two types of conferences are available:

A. Two-Step Conference
A two-step conference enables the initiating agent to first contact the other agent while the initial
call is temporarily placed on hold. The original call can be conferenced into the consult call after
the consultation is complete, or it can be retrieved from its held state if the first agent believes that
a conference is no longer warranted.
To initiate a two-step conference:
1. Select the Conference button for the appropriate phone call, as shown in Figure 32.
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/Gplus Adapter 8.0
Conferencing
Figure 32: Conferencing a call

2. Enter the phone number of the party of which you want to join the phone call, select a phone
number from the configured Speed Dial list, or select the Search icon to locate the phone
number associated with a specific contact.
3. Select the Two Step button, as shown in Figure 33.
Figure 33: Initiating the conference

button associated with the consult call, as shown in Figure 34 to bring the original call into the
conference.
Figure 34: Completing the conference
B. One-Step Conference
A one-step conference allows the agent to conference the second party into the original call
without any initial consultation.
To initiate a one-step conference:
43
1. Select the Conference button for the appropriate phone call as shown in Figure 35.
Figure 35: Conferencing a call

2. Enter the phone number of the party of which you want to join the phone call, select a phone
number from the configured Speed Dial list, or select the Search icon to locate the phone
number associated with a specific contact.
3. Select the One Step button, as shown in Figure 36.
Figure 36: Initiating the conference

There are times when an agent is in a consult scenario, or in some other multiple call scenario,
and the agent needs to flip back and forth between the calls. One of the calls in question will be
placed on hold while the agent interacts with the party on the other call. Then the agent will place
the latter call on hold and reconnect with the party of the original call.
To alternate between calls:
1. Select the tab of the Held call, as shown in Figure 37.
44
/Gplus Adapter 8.0
Figure 37: Placing consult call on hold

When the original call is retrieved, the call state of the interaction in question is updated to
Talking as shown in Figure 38. At this point as indicated in the figure, the consult call is on hold
and the agent is interacting with the original party.
Figure 38: Consult call on hold

2. Select the tab associated with the consult call, as shown in Figure 39.
Figure 39: Retrieving original call

When the consult call is retrieved, the call state of the interaction in question is updated to
Talking as shown in Figure 40 below. At this point as indicated in the figure, the original call is
on hold while the agent is interacting with the party associated with the consult call.
Figure 40: Original call retrieved

Continue to select the appropriate tabs for the appropriate calls to alternate between talking to the
consult party and to the original party.
Note:
Modifying call state through the tabs is a configurable option set by administration.
If deactivated, the agent is required to actually select the Retrieve and Hold buttons
in addition to selecting the appropriate tabs.
45
46
/Gplus Adapter 8.0
Chapter
Outbound Controls
This section covers basic Outbound operations as they are performed through the
Gplus Adapter component of the Microsoft Dynamics CRM. The information in
this chapter is divided among the following topics:
Getting the Next Record

Rejecting a Record
Canceling a Record
Marking a Record as Do Not Call
Rescheduling a Record
Dialing a Record
Marking a Record as Done
Transferring or Conferencing a Record
Getting the Next Record

The Next Record option is only applicable to Preview campaigns. The process by which an agent
receives the next outbound record is dependent on how the Next Record option is configured by
administration.
Auto Selection Mode

Auto selection mode removes agent ability to determine campaign when selecting the Next Record
option. When selecting the option, the agent is simply sent a record from one of the campaigns to which
they belong. The Adapter determines the outbound record based on a round robin approach. A single
record is retrieved from each of the associated campaigns until a record has been retrieved from all
campaigns. Then the selection process begins again and continues until all campaign lists are exhausted.
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/Chapter 5: Outbound Controls
Rejecting a Record
Manual Selection Mode

Operating in a manual selection mode requires agents to select a campaign as part of the Next
Record process. The agent campaigns appear in a drop down list. To retrieve a record for preview,
the agent must first select from which campaign the outbound record should be retrieved. Should the
agent belong to a single campaign, the record is automatically retrieved from that specific campaign
when the agent selects the Next Record button.
To get next record, complete the following steps.
1. Select the Next Record button from the Agent Menu bar, as highlighted in Figure 41.
Figure 41: Getting the next record

2. Select appropriate campaign from drop down list (optional).
Rejecting a Record
To reject a record, complete the following steps.
1. Select the Reject button, as shown in Figure 42.
Figure 42: Rejecting a record

2. Select the Mark Done button, as highlighted below.
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/Gplus Adapter 8.0
Canceling a Record
Figure 43: Marking a record as done
Note:
Once a Dial attempt is made, the Reject button is disabled.
Canceling a Record
The Cancel action can be applied to either an individual outbound record or to an entire chain of records.
Once canceled an outbound record and/or associated record chain is not dialed and is not re-sent to any
other available agent.
Individual Record
To cancel a single record, complete the following steps.
1. Select the Cancel button.
2. From the Cancel drop down list select the option Selected Record, as shown in Figure 44.
Figure 44: Canceling an individual outbound record
49
3. Select the Mark Done button.
Record Chain
To cancel a record chain, complete the following steps.
1. Select the Cancel button.
2. From the Cancel drop down list select the option All Records, as shown in Figure 45.
Figure 45: Canceling all records in outbound chain


The Do Not Call (DNC) option is available in all campaign modes and is applicable to either an individual
outbound record or to an entire record chain. DNC effectively removes a phone number, or set of
associated phone numbers, from all future campaign lists. Agents have the ability to mark a record or
chain as Do Not Call before, during or after the record is dialed.
Individual Record
To mark a single record as Do Not Call, complete the following steps.
1. Select the Do Not Call button.
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/Gplus Adapter 8.0
2. From the Do Not Call drop down list select the Selected Record option, as shown in Figure
46.
Figure 46: Marking an individual record as Do Not Call

Record Chain
To mark an entire record chain as Do Not Call, complete the following steps.
1. Select the Do Not Call button.
2. From the Do Not Call drop down list select the All Records option, as shown in Figure 47.
Figure 47: Marking a record chain as Do Not Call

51
Rescheduling a record delays the processing of a specific outbound record to a later date and time. Only
individual records can be rescheduled; not record chains. However, the reschedule option is available in
all campaign modes and at all stages of the record process: at the preview stage, on an active call and
after the call is released.
Note:
Ability to reschedule a record as a Personal or Campaign Callback is

determined by administration.
There are two types of rescheduled records: Personal Callbacks and Campaign Callbacks.
Personal Callback
A personal call back is a rescheduled record that is designated for a specific agent. When the time arrives
to process the record again, Genesys will target the agent who initially rescheduled the record.
To reschedule a record for personal callback, complete the following steps.
1. Select the appropriate record to reschedule (e.g. home, office, mobile).
2. Select the Reschedule button.
3. Select an appropriate date from the calendar. The acceptable date range within which the
record can be rescheduled is highlighted. (See Figure 48 on the following page) The record
cannot be rescheduled outside of this date range. Select an appropriate time for which to
reschedule the record according to the format outlined by administration (i.e. 12-hour or 24hour format).
4. Check the Personal Callback checkbox.
Note:
52
To cancel the rescheduling process, select the Clear button
/Gplus Adapter 8.0
Figure 48: Rescheduling record as a personal callback
Campaign Callback
A campaign callback is a rescheduled record that is not associated with any particular agent. When the
time arrives to process the record again, Genesys will target any agent belonging to the appropriate
campaign.
To reschedule a record for campaign callback, complete the following steps.
1. Select the appropriate record to reschedule (e.g. home, office, mobile).
53
3. Select an appropriate date from the calendar. The acceptable date range within which the
record can be rescheduled is highlighted. (see Figure 49) The record cannot be rescheduled
outside of this date range.
Figure 49: Rescheduling record as campaign callback

4. Select an appropriate time for which to reschedule the record according to the format outlined
by administration (i.e. 12-hour or 24-hour format).
5. Uncheck the Personal Callback checkbox (if applicable).
Note:
To cancel the rescheduling process, select the Clear button
54
/Gplus Adapter 8.0
Dialing a Record
Dialing a Record
Ability to dial the phone number associated with a given record is a feature of all outbound campaigns.
However, the button is only enabled when the agent is not already engaged in another phone call. Agents
are free to dial the same phone number, or related phone numbers, multiple times. All such follow-up
calls are associated with the same screen pop and are assigned the same disposition code.
To dial a record, complete the following steps.
1. Select the appropriate phone number to call (e.g. home, mobile, office).
Figure 50: Dialing the Office (Direct) phone number

2. Select the Dial button, as highlighted in Figure 50.
In response to initiating the dial request, the associated interaction tab in the Agent Menu bar is
activated. The tab is updated to reflect the proper state of the call and all relevant buttons are
enabled, as shown in Figure 51 below. The remainder of the outbound record display remains
unchanged.
55
Figure 51: On a follow-up call
Note:
Selecting the Dial button effectively negates any previously selected outbound action.

Completing an interaction involves marking an outbound record as done in the Genesys environment.
Once marked as done, any pending actions against the record are processed and the agent cannot make
any further modifications. All information related to the outbound record is cleared. Marking a record as
done is a required step in all campaign modes. Until the button is selected, and the current outbound
record is cleared, the agent is not available to receive the next record.
Note:
Until Mark Done is selected, the agent can modify any pending outbound actions. (e.g.
change reschedule date, change from Reject to DNC)
To mark an outbound record as done, complete the following steps.

1. Release active call associated with outbound record. (if applicable)
2. Verify any pending actions that are to be performed against either the individual record or
record chain. (optional)
3. Identify a disposition code, as shown in Figure 52.
4. Select Mark Done button.
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/Gplus Adapter 8.0
Figure 52: Identifying a disposition code for outbound record

Genesys Outbound Contact Manager (OCS) does not allow multiple users ownership of a single
Outbound record. As a result in any transfer or conference scenario, only one user is capable of updating
the Outbound record. The user who maintains ownership of the record is determined by various factors
including switch configuration, OCS option settings and TServer versions. The Gplus Adapter can not
predict which user has ownership under every condition. Thus the Adapter retrieves such information
from Genesys by issuing requests to OCS at various stages of the transfer or conference process. When
Genesys indicates that a specific user no longer has ownership of a particular record, the Gplus Adapter
disables the record and all associated Outbound controls for the user in question.
57
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/Gplus Adapter 8.0
Chapter
Multi Media Control

This section covers basic multi media operations as they are performed through
the Gplus Adapter component of the Microsoft Dynamics CRM. The information in
this chapter is divided among the following topics:
Accepting an Interaction
Rejecting an Interaction
Complete Handling
The following media control sections reference the E-mail activity form. However,
which form to display at the Receiving stage is configurable. It is also
configurable as to which form will include the media control section at the top of
their window. Please note that the following instructions may not be an exact
replication of your particular installation.
Multi Media controls only appear on the MS Entity form. There is no associated interaction tab for multi
media on the Agent Menu bar.
Accepting an Interaction
When an agent receives a multi media interaction (i.e. letter, e-mail, fax) the agent must initially
accept the interaction to prevent the interaction from being reclaimed by Genesys. Should the
agent fail to accept the interaction, Genesys will retrieve ownership of the interaction after a
specified period of time.
To accept a received interaction, complete the following steps as soon as the interaction is
displayed to the user:
1. Select the Accept button, as shown in Figure 53.
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/Chapter 6: Multi Media Control
Figure 53: Accepting an email interaction

Once the interaction is accepted, the media state of the interaction in question is updated to In
Progress as shown in Figure 54. The agent now has complete control of the interaction.
Figure 54: In Progress state
Note:
Genesys will reclaim an unaccepted interaction regardless of any changes the

agent has made to the state and/or content of the interaction.
When an agent receives a multi media interaction (i.e. letter, fax, e-mail) they are presented with
the option of rejecting the interaction, or in essence refusing to take control of the interaction.
When an interaction is rejected by an agent, the interaction is immediately returned to Genesys
for redistribution.
To reject an interaction, complete the following steps as soon as the interaction is displayed to
the user:
1. Select the Reject button, as shown in Figure 55.
Figure 55: Rejecting an interaction

Once the interaction is rejected, any displayed form is cleared. The agent can no longer view the
interaction and/or access the interaction from the Interactions List in the Agent Media menu bar.
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/Gplus Adapter 8.0
Note:
Complete Handling
Agent ability to accept/reject a received interaction of type multi-media is

dependent on administrative settings. Activating the configuration settings auto
-accept will remove the requirement of the agent to manually accept the
interaction.
Complete Handling
The Complete Handling button notifies Genesys that it can mark the received interaction as
complete. Until this button is selected, from a Genesys perspective, the interaction in question is
still open and can be redistributed if necessary. Genesys will not automatically reclaim the
interaction as will happen with unaccepted interactions. However, it will eventually reissue any
interaction that has not been classified as complete, regardless of if the interaction has been
responded to or not.
To complete an interaction, complete the following steps:
1. Select the Complete Handling button, as shown in Figure 56.
Figure 56: Marking the interaction as complete

The agent can select the Complete Handling at any point between accepting the interaction
and closing the MS entity form associated with the interaction. However, once Genesys is notified
that the interaction is complete, the agent is considered available to receive another interaction. It
is strongly recommended that the Complete Handling button is the last selection made before
the agent closes the form.
Note:
Complete Handling has absolutely no impact on your ability to process the

interaction in question. You will retain complete control of the interaction after the
selection.
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Complete Handling
/Gplus Adapter 8.0
Chapter
Use-Case Scenarios
This chapter provides specific examples for using the Gplus Adapter for Microsoft
Dynamics CRM. The chapter covers some contact center interactions as are
commonly handled by agents.
The information in this chapter is divided among the following topics:
Scenario 1: Sign-In/Answer/Release
Scenario 2: Make Call/Hang Up/Perform After Call Work
Scenario 3: Sign-In/Answer/Transfer
Scenario 4: Sign-In/Answer/Consult
Scenario 5: Responding to an E-mail Interaction
Scenario 6: Preview Outbound Record/Reject
Scenario 7: Preview Outbound Record/ Dial
Scenario 8: Receive Predictive Record/Reschedule
Scenario 9: Receive Predictive Record/Do Not Call Chain
Scenario 1: Sign In/Answer/Release

This scenario covers the following tasks:
Signing into the Gplus Adapter

Answering an incoming call
Releasing the call
This scenario assumes existence of the following preconditions:
Your physical phone set is in a Not Ready state prior to sign-in

Configuration option enable-single-sign-on is set to false
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/Chapter 7: Use-Case Scenarios
Sign-In
1. Open an internet browser window, enter the following URL address:
http:// <Microsoft CRM host>:<Microsoft CRM port>/isv/main.aspx
administrator.
ability to work with the Microsoft CRM 2011 application itself. A successful sign-in results in the
inclusion of the softphone controls as shown in Figure 57.

you by your Genesys CME administrator.
4. In the Place field, enter the name of the place associated with your phone.
window changes state, as shown in Figure 58. At this point of the sign-in process, you are
classified as logged in, and will be reflected as such in CCPulse. The colored bar immediately
above the Agent Media menu bar reflects your agent state. In this scenario the bar is red.
6. Select the Go Ready option in the Agent Media menu bar as highlighted in the following
figure. The colored bar immediately above the menu bar will turn green. You are now
available to receive Genesys directed interactions.
Figure 58: Going Ready
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/Gplus Adapter 8.0
Answer
Perform the following actions after you receive the incoming call.
Note:
If the auto-answer configuration option is activated for this specific call type,
the call is answered automatically and you will not need to select Answer.
below. You can now interact with the caller and perform additional phone functionality which is
also highlighted in Figure 60 on the following page.

action will redirect focus to the Phone Call form. (as is demonstrated in Figure 61)
Release
At the end of your interaction with the caller you need to hang up the call in question.
To release the call:
1. Select the Release button in the phone control section, as shown in Figure 62.
65

All phone controls associated with the released call are removed from the Softphone Menu bar.
You will not view, or be able to perform, any further phone functions for the call. The Phone Call
Form remains open and active after its associated call is released. You must manually save
and/or close the form when you have finished with its content. The interaction associated with the
phone call remains in the Interactions List on the Agent Media menu bar until the form is closed. If
there is only one interaction in the Interactions List when the form in question is closed, the
Interactions List is disabled, as shown in Figure 63 on the following page. In terms of the
interaction tab, the phone controls are still visible but are no longer active and the tab remains in
existence until the agent manually moves focus to another tab.
Scenario 2: Make Call/Hang Up/Perform

After Call Work
Initiating an outbound call

Hanging up a call
Changing agent availability and performing after call work
You are currently signed into the Gplus Adapter

You are currently in Ready state with no active interactions
The Gplus Adapter is configured to support After Call Work
Make Call
1. Select the Make Call option in the Agent Media menu bar as shown in Figure 64.
2. Enter the phone number of the destination for the outbound call, select a phone number from
the configured Speed Dial list, or select the Search icon to locate the phone number
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/Gplus Adapter 8.0
3. Select the Dial button.
Figure 64: Making a call

4. A Phone Call form (and/or a form for another MS CRM entity), opens showing all available
information about the call, such as Call Initiator, Phone Number and Call Direction
(Outgoing). The phone controls for the outgoing call appears at the top of the MS Entity form.
An interaction tab for the outgoing call also appears in the Agent Media menu bar.
When the outbound call is answered, the call interaction enters a Talking state, as shown in the
figure below. You can now interact with the caller and perform additional phone functionality
which is also highlighted in Figure 65.

Adapter is configured to pop the form on Dialing, select the interaction that is associated
action will redirect focus to the Phone Call form. (as is demonstrated in Figure 61 on page 62)
After Call Work

1. While the phone call in question is still active, select the Go Not-Ready option from the Agent
Media menu bar, with the reason After Call Work as shown in Figure 66.
Figure 66: Selecting After Call Work
67
Scenario 3: Sign In/Answer/Transfer
Release
1. Select the Release button in the phone control section, as shown in Figure 67.

All phone controls associated with the released call are removed from the Phone Call form. You
will not view, or be able to perform, any further phone functions for the call. The form remains
open and active after its associated call is released. You must manually save and/or close the
form when you have finished with its content. The interaction associated with the phone call
remains in the Interactions List on the Agent Media menu bar until the form is closed. If there is
only one interaction in the Interactions List when the form in question is closed, the Interactions
List is disabled, as is shown in Figure 68. In terms of the interaction tab, the phone controls are
still visible but are no longer active and the tab remains in existence until the agent manually
moves focus to another tab.


Answering a call
Transferring the call
Sign-In
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/Gplus Adapter 8.0
administrator.

window changes state, as shown in Figure 70. At this point of the sign-in process, you are
available to receive Genesys directed calls.
69
Answer
Figure 71: Incoming call

Note:
also highlighted in Figure 72.

action will redirect focus to the Phone Call form. (as is demonstrated in Figure 73 below)
Transfer
3. Select the Transfer button, as shown in Figure 74.
Figure 74: Transferring a call
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/Gplus Adapter 8.0
5. Select the Two Step button, as shown in Figure 75.
Figure 75: Initiating the transfer

Figure 76: Completing the transfer

When the call is transferred, all phone controls associated with both the consult call and the
original call are removed from the Phone Call form You will not view, or be able to perform, any
further phone functions for either call. The Phone Call Form remains open and active after its
associated call is transferred. The agent must manually save and/or close the form when they
have finished with its content. The interaction associated with the phone call remains in the
Interactions List on the Agent Media menu bar until the form is closed. If there is only one
interaction in the Interactions List when the form in question is closed, the Interactions List is
disabled, as shown in Figure 77. In terms of the interaction tabs, the tab related the consult call is
cleared. The controls associated with the original call are still visible but are no longer active. The
interaction tab for the original call remains in existence until the agent manually moves focus to
another tab.
71
Scenario 4: Sign In/Answer/Consult


Answering a call
Consulting another party
Sign-In
administrator.
The initialization icon appears as the adapter connects with the Genesys environment. Any
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/Gplus Adapter 8.0
window changes state, as shown in Figure 79 below. At this point of the sign-in process, you are
available to receive Genesys directed calls.
Answer
Figure 80: Incoming call
Note:
also highlighted in Figure 81.
73
action will redirect focus to the Phone Call form. (as is demonstrated in Figure 82)
Consult
1. Select the Consult button, as shown in Figure 83.
Figure 83: Initiating a consult call

2. Enter the phone number of the destination of the consulted party, select a phone number
3. Select the Dial button, as shown in Figure 84.
Figure 84: Initiating the consult call
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/Gplus Adapter 8.0
4. Once the consult call is answered, and the consultation is complete, select the Release
Figure 85: Cancel the consult

5. Select the Retrieve button in the phone control section of the original call to reconnect
with the initial caller, as shown in Figure 86.
Figure 86: Retrieving original call
Scenario 5: Responding to an E-mail

Interaction
Accepting an interaction
Writing a response to the e-mail
Completing the e-mail interaction

You are skilled to handle multi media interactions
An e-mail interaction is waiting in the queue for processing
Accept the interaction

When receiving an incoming email interaction, an E-mail opens showing all available information
about the email, including the content of the email message. The Softphone menu bar for the
incoming interactions appears at the top of the form, as shown in Figure 87.
1. Select the Accept button, as shown below.
75
Figure 87: Accepting an email interaction

Once the interaction is accepted, the media state of the interaction in question is updated to In
Progress as shown in Figure 88.

2. If configuration is such that an E-mail form, as described above, does not appear
and the Adapter is configured to pop the form on Received, select the interaction
that is associated with the current email from the Interactions List in the Agent
Media menu bar. This action will redirect focus to the E-mail form. (as is
demonstrated in Figure 89)

3. Select the Reply option, as highlighted in Figure 90 below.
Figure 90: Replying to the email

4. Enter your reply in the appropriate section and select the Send button.
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/Gplus Adapter 8.0
5. Select the Complete Handling button, as shown in Figure 91.
Figure 91: Marking the interaction as complete

Once the interaction is marked as complete, the media controls are removed from the MS entity
form and the interaction listed in the Interactions List on the Agent Media menu bar is updated to
a Complete state, as shown in Figure 92.
Figure 92: E-mail interaction marked as complete
Note:
At this point, Genesys may consider you available to receive another interaction.
The E-mail Form remains open and active after the email response has been sent. You must
manually save and/or close the form when you have finished with its content. The interaction
associated with the email remains in the Interactions List on the Agent Media menu bar until the
form is closed. If there is only one interaction in the Interactions List when the form in question is
closed, the Interactions List is disabled, as shown in Figure 93.
Scenario 6: Preview Outbound

Record/Reject
Get next record

Reject outbound record
Mark record as done
77

You belong to an actively running Preview campaign
You are not required to select the campaign from which to receive the next record
Get Next Record

1. Select the Next Record button, as highlighted in Figure 94.
Figure 94: Getting next record

If there is an available campaign record the record is displayed to the agent as shown in the
following figure. If the campaign list is exhausted the agent is notified with the message No more
records available.
Figure 95: Previewing outbound record
Reject Record
1. Select Reject button, as highlighted in Figure 95 above.
Note:
78
Depending on configuration, the Reject button may be automatically selected

on display.
/Gplus Adapter 8.0
Mark Record as Done

Outbound record is cleared. Agent is required to select Next Record button to receive the next available
outbound record for preview.
Scenario 7: Preview Outbound Record/

Dial
Get next record

Dial phone number associated with selected record
Mark record as done

You belong to an actively running Preview campaign
You are not required to select the campaign from which to receive the next record
Dial request is successful
Get Next Record

1. Select the Next Record button, as highlighted in Figure 94 on page 75.
If there is an available campaign record the record is displayed to the agent as shown in Figure
95 on page 75. If the campaign list is exhausted the agent is notified with the message No
more records available.
Dial Record
1. Select Dial button, as highlighted in Figure 96.
79
Figure 96: Dialing a preview record

The interaction tab in the Agent Media menu bar initially reflects the dialing state of the call. Once the call
is answered the media controls on the tab are updated accordingly. (as shown in Figure 97 below)
Figure 97: On preview call

At any point during the call the agent can select an outbound action to apply to either an individual record,
selected or otherwise, or to the entire record chain. The action is not processed until the agent issues the
Mark Done request.
Marking the Record as Done

1. Once the call is released, verify any pending outbound actions. (optional)
Outbound record is cleared. Agent is required to select Next Record button to receive the next
available outbound record for preview.
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/Gplus Adapter 8.0
Scenario 8: Receive Predictive

Record/Reschedule
Answer Predictive call

Reschedule record for the following week
Mark record as done

You belong to an actively running Predictive campaign
Answer
1. Select Answer button, as highlighted in Figure 98 below.
Figure 98: Answering predictive call

Once the call is answered the media controls on the tab are updated accordingly.
Reschedule Record
1. Select Reschedule button.
2. From the calendar display, select an appropriate date and time to reschedule record, as
demonstrated in Figure 99.
81
Figure 99: Rescheduling a record

3. Select Reschedule option to close calendar.

1. Once the call is released, verify rescheduled action. (optional)
Outbound record is cleared. Agent is available to receive next predictive record.
Note:
82
Configuration settings may require agents to manually place themselves

back into a ready state in order to receive the next record.
/Gplus Adapter 8.0
Scenario 9: Receive Predictive Record/Do

Not Call Chain
Answer Predictive call

Mark entire record chain as Do Not Call
Mark record as done

You belong to an actively running Predictive campaign
Answer
1. Select Answer button, as highlighted in Figure 100.
Figure 100: Answering predictive call

Once the call is answered the media controls on the tab are updated accordingly.
Do Not Call
1. Select Do Not Call button.
2. Select All Records option, as shown in Figure 101.
83
Figure 101: Marking record chain as DNC

1. Once the call is released, verify Do Not Call action. (optional)
Outbound record is cleared. Agent is available to receive next predictive record.
Note:
84
Configuration settings may require agents to manually place themselves

back into a ready state in order to receive the next record.
/Gplus Adapter 8.0
Chapter
Client Problem Reporting

The Client Problem button is used to report an issue or document information
about an interaction that is currently in progress or has occurred since a user has
signed in to the Gplus Adapter 8.0 for Microsoft Dynamics CRM. Reports contain
information entered by users as well as detailed information about the interaction.
These reports are sent to an e-mail address which has been configured by
administration. This chapter outlines how to use the Client Problem reporting
feature.
The information in this chapter is divided among the following topics:
Creating a Client Problem Report

The Client Problem button is located in the Place tab of the Gplus Adapter below the About and Sign
Off buttons. This button must be enabled in administrative settings or it will not appear in Gplus Adapter
Place tab.
To create a client problem report perform the following steps:
1. Select the Client Problem button from the Place tab, as highlighted in Figure 102 below.
Figure 102: Location of the Client Problem button
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/Chapter 8: Client Problem Reporting
2. After completing Step 1 a list of interactions that have occurred since an agent has signed in will
appear below the Client Problem button, as shown in Figure 103 below. Select the appropriate
interaction from the list.
Figure 103: List of agent interactions

Note: If no interactions have occurred since an agent has Signed In, no list will
appear below the Client Problem button when it is selected.
3. Once an interaction has been selected a text box will appear below the Client Problem button, as
shown in Figure 104 below. Enter the appropriate information in the text box and click on the Send
button to send the report to the e-mail address that has been configured by administration.
Figure 104: Client problem information text window

4. After clicking the Send button a message window will appear confirming that a client problem report
has been successfully sent, as shown in Figure 105 below.
86
/Gplus Adapter 8.0
Figure 105: Message window containing problem report sent status
87
88
/Gplus Adapter 8.0
Appendix
Administrative Options
This Appendix outlines all features and functionality that are made available to
users who possess the proper administrative privileges. Only users who have
signed into the Gplus Adapter with a CRM administrative role can view and
access the following information. The administrative role required is identified in
the Adapter options in the Genesys CME under the CRM section.
Refer to the Gplus Adapter for Microsoft Dynamics CRM Deployment Guide for
information and instructions regarding CRM security roles.
Refresh CRM Metadata

Resync with CME
The administrative features are located on the Admin tab, which is present on the Agent Media menu bar
once an Administrative level user Signs On to the Gplus Adapter. Two features are available for
Administrative users, Refresh CRM Metadata and Resync with CME.
Refresh CRM Metadata

The Refresh CRM Metadata button, as shown in Figure 106, exists to rebuild information
between the CRM and the Adapter without the need to restart either the Gplus Adapter or any
client windows. Administration should run this command if modifications were made to any
Microsoft CRM entity, and those changes have a direct impact on the Adapter.
Note:
The aforementioned CRM modifications only refer to modifications that were

published changes.
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Appendix A: Client Problem Reporting
Figure 106: Refresh CRM Metadata

The refresh cycle takes less than 25 seconds to run. Once complete, all agents will view and/or
experience the updates.
Note:
Remember only making changes to the CRM entities may be insufficient to see a
change in the Adapter processes. Additional configuration changes to the Gplus
Adapter application in the CME may also be required. Refer to the Gplus
Adapter for Microsoft Dynamics CRM Deployment Guide for details.
Resync with CME

Occasionally modifications to CME configuration do not take effect immediately. As a result,
agents fail to see the changes in the Adapter control sections of their CRM application.
Administration should run this command in such scenarios to resynchronize the Adapter with
relevant data in the CME. As with other administrative options, this command prevents the need
to restart the Gplus Adapter or any of its client windows.
Note:
It is a rare exception that CME data is not properly updated following any
modification, addition and/or deletion. The need to run this command will be
infrequent.
Figure 107: Resync with CME

The resynchronization cycle takes approximately 25 seconds to run. Once complete, all agents
will be able view the correct CME data.
Note:
90
Not every change made to the CME is immediately reflected in the Adapter. (i.e.
Not Ready Reasons). Refer to the Gplus Adapter for Microsoft Dynamics
CRM Deployment Guide for details.
/Gplus Adapter 8.0

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For Microsoft Dynamics CRM

Your Responsibility for Your Systems Security

Technical Support from VARs

Ordering and Licensing Information

About the Gplus Adapter for Microsoft Dynamics CRM .................... 13

Accessing the Gplus Adapter for Microsoft Dynamics CRM ............ 15

Softphone Overview .............................................................................25

For Microsoft Dynamics CRM Users Guide

Softphone Controls ............................................................................27

Multi Media Control ..............................................................................59

Use-Case Scenarios .............................................................................63

/Gplus Adapter 8.0

Scenario 4: Sign In/Answer/Consult .......................................................72

Client Problem Reporting ....................................................................85

Administrative Options ........................................................................89

For Microsoft Dynamics CRM Users Guide

For Microsoft Dynamics CRM Users Guide

For Microsoft Dynamics CRM Users Guide

You should also be familiar with:

Preface beginning on page 7, introduces standard principles and conventions related to

/Gplus Adapter 8.0

Document Version Number

For Microsoft Dynamics CRM Users Guide

Correction of Errors in Screen Captures

Use of Square Brackets

Use of Angle Brackets

/Gplus Adapter 8.0

Contacting Genesys Technical Support

Contacting Genesys Technical Support

Genesys Technical Support Contact Information

North America and

Europe, Middle East, and Africa

For Microsoft Dynamics CRM Users Guide

Making Comments on This Document

Making Comments on This Document

/Gplus Adapter 8.0

About the Gplus Adapter

The Gplus Adapter Server Component

The Gplus Adapter Server Component

Initiate an outgoing phone call

For Microsoft Dynamics CRM Users Guide

/Chapter 1: About the Gplus Adapter for Microsoft Dynamics CRM

The Gplus Adapter Server Component

/Gplus Adapter 8.0

Accessing the Gplus

Signing In to the Gplus Adapter

For Microsoft Dynamics CRM Users Guide

/Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM

Signing In to the Gplus Adapter

Signing In to the Gplus Adapter

/Gplus Adapter 8.0

/Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM

Signing In to the Gplus Adapter

Figure 1: Softphone Access

For Microsoft Dynamics CRM Users Guide

/Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM

Signing Out of the Gplus Adapter

Figure 2: Sign-in process succeeded

Signing Out of the Gplus Adapter

Viewing Agent State

/Gplus Adapter 8.0

/Chapter 2: Accessing the Gplus Adapter for Microsoft Dynamics CRM

Viewing Agent State