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Salesforce Integration Administrator's Guide
PureConnect for Salesforce requirements
To run PureConnect for Salesforce, you need:
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An Internet browser: the latest version of Firefox or Chrome, or Microsoft Edge.
Note: PureConnect for Salesforce no longer supported use of Internet Explorer after the PureConnect 2018 R5 release.
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Salesforce licenses
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PureConnect for Salesforce server license
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Per-user licenses for the Salesforce integration.
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Salesforce Standard (ACD) User license: full functionality
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Salesforce Business User (non-ACD) license: limited screen pop functionality
Pops only interactions that CIC does not route through a CIC workgroup unless agents with a Salesforce Standard User license transferred these interactions.
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PureConnect for Salesforce managed package, available on the Salesforce App Exchange.
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If you are doing content filtering, whitelist the following addresses that PureConnect for Salesforce accesses:
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https://*.cloudfront.net/crm-web-client-cic/*
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*hive.genesys.com
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The URL for the reverse proxy
Tip: To evaluate the integration’s potential load on your site’s Session Manager, consider doing an architecture review with a technical contact at Genesys or your partner organization. To arrange for this review, contact your Client Account Manager or Sales Manager.
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For CIC premise operations
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A CIC server, version 2015 R2 or later. Interaction Dialer, web chat, callback, and wrap-up features require CIC 2015 R4 or later.
Note: See the Known Issues list on the Product Information page for descriptions of any issues affecting you. Go to https://my.inin.com/products/Pages/Known-Issues.aspx (requires logon). Upgrade to the latest patch of your version whenever possible.
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A web server acting as proxy with SSL enabled. See the CIC Web Applications Installation and Configuration Guide in the PureConnect Documentation Library.
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Per-user licenses for the CIC server.
For PureConnect Cloud operations
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A PureConnect Cloud URL, version 2015 R2 or later. Interaction Dialer, web chat, callback, and wrap-up features require CIC 2015 R4 or later.