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What's new in PureConnect for Salesforce

Genesys introduced the following changes and enhancements in PureConnect for Salesforce:

Note: Release dates in the future are projections and are subject to change.

October 30, 2023

  • Salesforce Winter 24

    Validated PureConnect for Salesforce with Salesforce Winter 24 release.

June 3, 2023

  • Salesforce Summer 23

    Validated PureConnect for Salesforce with Salesforce Summer 23 release.

September 16, 2022

  • Salesforce Winter 23

    Validated PureConnect for Salesforce with Salesforce Winter 23 release.

May 27, 2022

  • Salesforce Summer 22

    Validated PureConnect for Salesforce with Salesforce Summer 22 release..

January 5, 2022

  • Salesforce Spring 22

    Validated PureConnect for Salesforce with Salesforce Spring 22 release.

September 2, 2021

  • Salesforce Winter 22

    Validated PureConnect for Salesforce with Salesforce Winter 22 release.

July 23, 2021

  • Salesforce Object Routing Server (SORS) V1.1.4

    The Salesforce Object Routing Server has been enhanced with improved Salesforce re-connection capabilities, proxy settings support and OSSM. Salesforce Interaction Creator handler has also been updated. You can download the handler file (zipped .ihd file) and publish it to the CIC server. To download the SORS package, see Utilities and Downloads and for more information, see Salesforce Object Routing Server help.

May 28, 2021

  • Salesforce Summer 21

    Validated integration with Salesforce Summer 21 release.

April 24, 2020

  • Salesforce Object Routing Server

    The Salesforce Object Routing Server is a replacement for the Salesforce Object Routing Connector. It eliminates the need for the PureCloud Bridge Server. Genesys will not support the PureCloud Bridge Server after January 1, 2021. To use the new Salesforce Object Routing Server, customers must use CIC 2018 R4 or a later release. For more information, see the Salesforce Object Routing Server help.

December 12, 2019

  • Custom Buttons

The new Custom buttons feature provides the ability to invoke a handler or launch a local application or any http/https based web page. You can enable a custom button to be available for use at the following times: 1. all the time, 2. when an interaction is selected, 3. when a specific type of interaction (such as a work item) is selected, or 4. when an active (not disconnected) interaction is selected.

December 18, 2018

  • Screen pops for outbound calls

    You can now enable screen pops for outbound calls by setting a server parameter on the IC Server. Setting SF_PopOutboundCalls to “true” enables screen pops based on the “Inbound” softphone settings configuration.

August 14, 2018

  • PureConnect for Salesforce Omni-Channel status sync

    PureConnect for Salesforce Omni-Channel status sync now support the mapping of more than one status.Omni-Channel Sync Settings enable you to set single direction or bi-directional status mapping between Omni-Channel and PureConnect for Salesforce statuses. You can set multiple status maps and control the availability your agents for interactions in both systems  See the PureConnect for Salesforce Integration Administrator's Guide for details.

July 17, 2018

  • Presence statuses for Omni-Channel now synchronize while using Salesforce Lightning Experience.

    As in Salesforce Classic, you can use both PureConnect and Omni-Channel to route work to agents. You use status synchronization to ensure that agents are not routed interactions from both products simultaneously. See the PureConnect for Salesforce Integration Administrator's Guide for details.

May 1, 2018

  • Transfer an interaction

    Users can choose a "dial as digits" option in the Transfer dialog box.

April 17,2018

  • Call logs

    The Call Log view displays a timer for securely paused interactions.

December 12, 2017

  • Workgroup Queues view

    The Workgroup Queues view enables agents to view queued up interactions in a selected workgroup within the PureConnect for Salesforce interface. A new Workgroup Queues button enables agents to display this view. Agents can pick up interactions from this view and add them to their My Interactions queue view.

October 31, 2017

  • PureConnect for Salesforce

    PureConnect for Salesforce has been renamed to PureConnect for Salesforce. The application now displays updated Genesys and PureConnect rebranding.

October 17, 2017

  • Salesforce Omni-Channel Presence Sync

    You can use both PureConnect and Salesforce Omni-Channel to route work to agents. This provides a consolidated agent experience without the typical problems associated with routing interactions. You can protect an agent from being routed interactions from both products simultaneously by setting statuses to sync between Omni-Channel and PureConnect in the Salesforce Call Center Settings. Agents can toggle between accepting work from Omni-Channel and accepting ACD interactions from PureConnect.

    Note: The PureConnect for Salesforce Administrator can customize this status synchronization for your organization. Contact this administrator for instructions on using PureConnect for Salesforce and Omni-Channel together.

  • New alerting console actions

    Console events can trigger an action such as playing a chime when specific events occur. For example, two console events occur when an interaction is auto-answered by an agent. These events have parameters tied to the event, reason, and interaction ID.

    Warning: The implementation of console events is reserved for Genesys PSO use only.

  • Custom Interaction details

    Custom Interaction details now control information displayed in the My Interactions tab in the Email and Chat popup windows.  For more information, see Customize interaction Details in the PureConnect for Salesforce Integration Administrator's Guide.

October 3, 2017

  • Snippet Recordings

    The new Snip button enables agents to make recordings that are stored in the CIC database. Snip creates SASF (Secure Authenticated Stream Format) files. Snippet recordings store not only the interaction recording but also participant and event data. Snippet recordings can be encrypted.

    Requirements: The CIC administrator must configure Interaction Recorder to Enable Snippet Recordings. This administrator must also assign a Recorder Access license to an agent or the station they use. To make a snippet recording of a call, an agent also needs the Snip Interactions Security right.

September 19, 2017

  • New Console Events

    Two new console events occur when an interaction is auto-answered by an agent. See the PureConnect for Salesforce Integration Administrator's Guide for details.

    • inin.salesforce.constants.consoleevent.AUTO_ANSWSER_ACD_INTERACTIONS

    • inin.salesforce.constants.consoleevent.AUTO_ANSWER_NON_ACD_INTERACTIONS

August 8, 2017

  • SSO Provider

    The PureConnect for Salesforce administrator can limit allowed SSO providers to a single choice when you log on to PureConnect for Salesforce. Call Center settings control which SSO providers are available in the Login dialog box. For more information, see the PureConnect for Salesforce Integration Administrator's Guide.

  • Forced Interaction Center logouts

    The PureConnect for Salesforce administrator can set a new General Server parameter, INDEPENDENT_STATION_TIMEOUT to a number of minutes. If the administrator also enables the Prevent station logoff on navigation Call Center Settings option, this forces CIC stations to log off the PureConnect for Salesforce integration when CIC does not detect any agent activity during the specified period. To enforce a timeout, CIC requires both this setting and the server parameter. This option requires CIC 2017 R3 Patch 8 or later.

  • Interaction Center station logouts prevented

    A new Call Center setting, Prevent station logout on navigation, creates an independent CIC station that prevents agents from being logged out when they navigate to a Salesforce page that does not contain the CIC client.

    Note: To enforce a timeout for this independent station, the PureConnect for Salesforce administrator must also set a valid number of minutes in the INDEPENDENT_STATION_TIMOUT General Server parameter. For more information, see the PureConnect for Salesforce Integration Administrator's Guide.

  • New audio library

    Sound effects work more reliably for newer versions of Chrome. We now use a new audio library, howler.js, to play audio instead of the standard HTML5 audio library. This enables you to use Chrome 59 and makes the audio feature consistent with PureCloud applications.

July 25, 2017 - 1.5.2150

  • Favorite statuses

    You can designate selected statuses as favorites. Each status in the Status list has a Favorite status icon. When you hover over a status, this icon appears as a yellow star or blue outline star. A yellow star indicates a favorite status. Favorite statuses appear as buttons above the Status list.  You can change your status simply by clicking a Favorite status button.

  • Searchable status

    Instead of scrolling through a long list of possible statuses, you can change your status by typing the name of a status in the Search Statuses text box and then selecting it.

  • Extension numbers

    Extension numbers now appear in the Directory view. Click an extension to call an agent. You can also search for an agent by extension number.

  • User experience improvements

    We have adjusted the colors, icons, and text in the CIC client interface to reflect the styles used in Interaction Connect. The icons for alerting interactions are now black, connected interaction icons are green, and held interaction icons are orange.

June 13, 2017 - 1.3.2096

  • Web-based phone

    The Web-Based Phone feature enables PureConnect for Salesforce  users to use a web browser on a computer as a SIP telephone using WebRTC as the communication protocol. The Web-Based Phone eliminates the need to distribute, install, and configure a physical IP telephone for each agent or user, or to install a SIP soft phone application on PCs. Agents can test their microphones and speakers prior to and while using the Web-Based Phone.

    Note: This feature requires CIC 2017 R4, CIC 2017 R3 Patch 5 or later, or CIC 2017 R2 Patch 10 or later.

  • Voicemail

    Voicemail messages are now routed to PureConnect for Salesforce. The messages appear in the new Voicemail view. This view includes controls for listening to voicemail messages, deleting messages or downloading them to your workstation.

    Note: This feature requires CIC 2017 R3 or later.

May 16, 2017 - 1.3.2054

  • User agreement

    As part of the logon authentication process, you have the option of displaying a statement to which the user must agree before logging in.

April 19, 2017 - 1.3.2025

  • Lightening Experience support

    The PureConnect for Salesforce Lightning Experience offers significant advantages over the PureConnect for Salesforce integration in the Classic mode. In Classic mode, every time an agent takes an action, a new CIC session is created. This puts an additional load on the IC Server and off-server Session Managers. Lightning mode eliminates those page refreshes. The soft phone does not have to reload when Salesforce reloads with each page refresh. The PureConnect for Salesforce integration can then use one session for the duration of the day improving the scalability of PureConnect for Salesforce.

January 10, 2017 - build 1.2.1903

  • Agent's logged in status

    The Directory view shows whether an agent is logged in. A green check mark indicates the agent is logged in. A red X indicates the agent is logged out.

  • Call history view

    The Call History view displays information about your recent incoming and outgoing calls, including the name and phone number of the other party, the day and time of the call and its duration.

    Note: This requires CIC 2015 R3 or later.

  • Change your password

    CIC alerts you at login when your password is about to expire. Use the new Change Password menu option to change your CIC password at any time.

  • Create and use personal responses

    You can create personal response items that contain information you often need when handling interactions. You can create personal messages, store links to files on your workstation, and create hyperlinks to useful URLs. These responses are stored in a special category called My Responses. You can use these responses in chats and email replies.

  • Desktop alerts

    Desktop alerts notify you of alerting interactions when your browser is minimized.

    Note: This is supported for Chrome and Firefox.

  • Dial from all views

    The Make a Call button is now available on all views.  Click the button and type the phone number.

  • Email support

    You can use PureConnect for Salesforce to read and respond to ACD-routed email messages.

    Note: This requires CIC 2016 R2 or later.

  • Interaction duration

    The Interaction view displays interaction duration.

  • Localization of names

    PureConnect for Salesforce now uses the following logic to determine the formatting of names:

    1. If available, the displayname in Interaction Administration is used over anything else, including first and last names.

    2. If displayname is not available, then the name appears as “lastname, firstname”.

    3. If displayname and firstname are not available, then only the lastname appears.

    4. If displayname and lastname are not available, then only the firstname appears,

    5. If displayname, lastname, firstname are not available, then the userID appears.

  • Make Call

    The new Make Call icon is available on every view and enables you to dial calls quickly.

  • On phone indicator for interaction transfers

    When you are about to transfer an interaction, a phone icon in the search results indicates the agent is already on a call.

  • Request assistance

    You can request assistance from your workgroup supervisor when you encounter an interaction for which you need help.

    Note: This requires CIC 2015 R4 or later.

  • Status notes and details

    Depending on the status you select, you can set status details including status notes, forward number, and date and time you will become available. The date and time information you enter is played for all your incoming calls while in this status.

  • Workgroup activation status

    A new Workgroup Activation menu selection enables you to change your workgroup activation status.

    Note: You need the Activate self Access Control right for the selected workgroup to change your workgroup activation status.

December 2, 2016 - build 1875

  • Time in Status display

    Your current status and the amount of time you have been in that status appear at the bottom of the PureConnect for Salesforce pane.

  • Call and Interaction Duration display

    Duration of a call or other interaction now appears in the Interactions view.

August 23, 2016 - build 1791

  • Transfer a call to an Attendant Profile

    You can now blind transfer a call to an Attendant profile. See Transfer an interaction.

  • Use Response Management in a chat

    You can use stored responses to frequently asked questions, standard greetings, or other text that you type frequently in chats. Your CIC administrator can create these stored responses and grant you the required rights to use them in chats. See Use response management in PureConnect for Salesforce.