Softphone settings tab

Auto-open Embedded Interaction Window

Select to enable the embedded interaction window for chats, social media, and email interactions. Agents have the ability to toggle between having an embedded window or a new pop out window. Can minimize or maximize the window as needed.

Enable the setting for the scripts to appear in an embedded interaction window for phone call interactions. Agents have the ability to toggle between having an embedded window or a new pop out window. Can minimize or maximize the window as needed.

Controls whether the WebRTC session is embedded within the Dynamics web site (enabled) or a small pop out browser window manages the WebRTC connections (cleared).

Note: WebRTC allows the browser to act as a user's phone. While this is a great benefit, there is associated risk if the user navigates away from the page or the browser session closes while connected to a call. In these situations, the call would be disconnected.

Related to the Embed WebRTC window setting, this allows administrators to restrict whether a specific user can choose either the embedded or pop out WebRTC experience.

Select for users to have the availability to transfer a screen when transferring calls between two users who are both using InteractionSync.

Select if the configured Single Sign On (SSO) provider requires a pop out window when performing the authentication.

Control which targets should be available when transferring calls:

• people – Other Genesys Cloud users

• queues – Genesys Cloud queues

• frameworkContacts – Dynamics CRM accounts, lead, contacts searched by name/number

• externalContacts – Genesys Cloud configured external contacts

Select if screen pops should be delivered and activities created for internal or intercom calls. Clear to disable internal calls.

When running with InteractionSync on all tabs, the initial tab will receive all screen pops. Any subsequent tabs opened will show the softphone but will not receive the screen pop. Additionally, click to call will work on all pages.

When running with InteractionSync on only one tab, the initial tab will receive all screen pops and no other subsequent tabs will show the softphone. Click to call works though on all other tabs where the softphone is not shown. Also, association is automatically added to the entity the click to call occurs from.

Select to minimize the softphone until an interaction is offered.

• Default for all Users - By default, minimizes the softphone for all the agents

• Agent configurable option - Provides the agent an option to enable the setting minimize the softphone. The option will be available within the release information icon on the softphone.

This setting causes caller ID name and number boxes to appear in the client when agents make calls. The names and phone numbers that agents input appear to recipients of outbound calls. After enabling this setting, configure Calling for your external trunk in your Genesys Cloud organization. For more information, see https://help.mypurecloud.com/articles/configure-caller-id/.

Allows agents to view their call history in InteractionSync which includes inbound, outbound, and missed calls.

This setting refers to the functionality to store the message transcript that happen between the agents and customers. InteractionSync provides a checkbox to enable the desired messaging interaction(s) for storing the message transcripts in the activity record.

Enable to allow screenpop of Entity and created activity on Interaction Pickup for all interaction.

Important:

• This setting is available only for CIFv1.

• In CIFv2, the setting has been removed from the softphone settings. Therefore, the ISync admin must reconfigure it in the screen pop settings to meet their requirements.

Configures if activities should be automatically closed and when the activity should close. Once an activity is closed, no subsequent updates can be made to the activity. The options for closing the activity are as follows:

• Wrap – Close the activity once the wrap up code is set on the interaction.

• Deallocate – Close the activity when the interaction removes from the interaction view.

• Do Not Close – Leaves the activity open.

The integration saves logs server-side (true) or does not save logs server-side (false). If set to true, Genesys Customer Care can access these logs directly, eliminating the need for you to send the logs. This should only be turned on at Support's request.

When Dynamics is popped for a new interaction, it defaults to screen popping to the last selected Dynamics window. If the Dynamics user was in the middle creating or editing something, the screen pop will cause the page to navigate away. With this setting checked (true), InteractionSync will send the screen pop to a new page instead of popping to the existing page so the user can continue to work on the original create or edit.

Width in pixels for the softphone. Default value is 441. Use this setting to increase or decrease the width of the softphone

Default Outbound SMS Country Code allows you to control which country code appears in the client when agents send outbound SMS messages.

A key feature of InteractionSync is the automatic creation of activities for interactions handled by each user.

• ‘None’ states no interaction activities should be created

• ‘User Selected’ indicates the activity is only created when the user requests to open the activity

• ‘All’ indicates all interactions handled should have a corresponding interaction.

• Categorized Search- Provides the search results in Dynamics 365 grouped by entity type.

• Relevance Search- Provides the search results in Dynamics 365 across multiple entities.

Known issue: Relevance Search expected behavior is not seen in CIFv2. Associations will not work as expected.

Note: To use the Relevance Search feature in InteractionSync , it must be enabled in your environment.

The SSO Provider name is needed for InteractionSync to know which provider to redirect the authentication request. The list of supported provider names are as follows: adfs, cic, gsuite, identitynow, okta, onelogin, ping, purecloud, salesforce. See Genesys Cloud Resource center for more details.

Select this option for the icon to appear on the InteractionSync sidebar. Upon clicking the icon, the calls gets disconnected and is transferred to the IVR survey.

InteractionSync softphone provides the ability for the admin to set up the IVR Flow name in their respective Genesys Cloud environment. The automated voice guides the customers through the survey process.