Update the presence of a Genesys Cloud user based on Salesforce presence change and vice versa in CX Cloud from Genesys and Salesforce integration

This Genesys Cloud Developer Blueprint demonstrates how to use the enhanced status sync option in CX Cloud from Genesys and Salesforce integration. This blueprint shows the comprehensive status mapping between Genesys Cloud and Salesforce Omni-Channel.

This blueprint provides an example of the Salesforce Apex class that demonstrates how to handle the status change events and how to respond to them. Both Salesforce status changes and Genesys Cloud status changes trigger events. To use the solution given in this blueprint, replace the Ids in the class with the Ids from your Genesys Cloud and Salesforce organizations.

Customers who use Workforce Engagement Management require a more detailed status integration.

This blueprint explains:

• how to extend the GenesysSCVExtension.Status class of the CX Cloud, Voice for Salesforce Service Cloud package in CX Cloud from Genesys and Salesforce integration.
• how to set up your Apex class to receive status change events from both Genesys Cloud and Salesforce.
• the format of the incoming and outgoing data and demonstrates how you can customize your status mapping.

{
	"salesforceStatus": {
		"currentStatus": {
			"statusApiName": "Online",
			"statusId": "0NXXX000000XXXu",
			"statusName": "Online"
		},
		"targetStatus": {
			"statusApiName": "AvailableforVoice",
			"statusId": "0NXXXX000000XXV",
			"statusName": "Available for Voice"
		}
	},
	"genesysCloudStatus": {
		"currentStatus": {
			"id": "6a3aXXXX-942f-XXXd-9700-5f9bXXXXae9b",
			"systemPresence": "Available"
		},
		"targetStatus": {
			"id": "6a3aXXXX-942f-XXXd-9700-5f9bXXXXae9b",
			"systemPresence": "Available"
		}
	}
}

{
	"salesforceStatus": {
		"targetStatus": {
			"statusId": "0NXXX000000XXXu"
		}
	},
	"genesysCloudStatus": {
		"targetStatus": {
			"id": "e08eXXXb-ee47-XXX9-a231-1200XXXX798f"
		}
	}
}

• Genesys Cloud - A suite of Genesys cloud services for enterprise-grade communications, collaboration, and contact center management. You create and manage statuses in Genesys Cloud.
• Salesforce - The Salesforce cloud customer relationship management (CRM) platform.
• CX Cloud from Genesys and Salesforce - The Genesys Cloud integration that embeds Genesys Cloud in Salesforce Service Cloud.
• CX Cloud, Voice for Salesforce Service Cloud managed package - The managed package that contains all the installation components necessary to run CX Cloud, Voice for Salesforce Service Cloud.
• Genesys Cloud API - A set of RESTful APIs that enables you to extend and customize your Genesys Cloud environment. This solution uses the API to get the status Ids.

• Administrator-level knowledge of Genesys Cloud
• Administrator-level knowledge of Salesforce and programming experience with Apex code

• A Genesys Cloud license. For more information, see Genesys Cloud pricing on the Genesys website.

The administrator must have the following permissions:

• Integration > cxCloudSFVoice > Add
• Integration > cxCloudSFVoice > Edit
• Integration > cxCloudSFVoice > View

For more information, see Requirements for CX Cloud from Genesys and Salesforce in the Genesys Cloud Resource Center.

• A Salesforce organization with the packages installed and configured for CX Cloud from Genesys and Salesforce integration. For more information, see Install the CX Cloud, Voice for Salesforce Service Cloud package in the Genesys Cloud Resource Center.
• The Salesforce organization and the CX Cloud from Genesys and Salesforce integration configured for Enhanced Status Sync. For more information, see Configure Genesys admin settings in the Genesys Cloud Resource Center.
• User assigned with a System Administrator profile in Salesforce. For more information, see Standard Profiles in the Salesforce documentation.

To create the StatusSyncManager class in Salesforce:

1. In the Salesforce Developer Console, select File > New > Apex Class.
2. Enter StatusSyncManager and then click OK.
3. Replace the default code with the code at src/classes/StatusSyncManager.cls.
4. Save the file to Salesforce.

Get the status Ids from your Genesys Cloud organization:

1. To get the status Ids from your Genesys Cloud org, make an API call to https://api.{region}.com/api/v2/systempresences. For more information, see API Explorer in the Genesys Cloud Developer Center.
2. In the StatusSyncManager class, for each newly instantiated GenesysTargetStatus class, replace the CHANGE ME text with the corresponding valid Id retrieved from the Genesys Cloud org.
3. Save the StatusSyncManager class in Salesforce.

Get the status Ids from your Salesforce organization:

1. In the Salesforce Developer Console Query Editor panel, enter the following query:

SELECT DeveloperName, Id, MasterLabel FROM ServicePresenceStatus WHERE IsDeleted = false

2. Click Execute.

The query result displays in the Query Results grid in the Developer Console workspace.

3. In the StatusSyncManager class, for each newly instantiated SalesforceTargetStatus class, replace the CHANGE ME text with the corresponding valid Id that you got from the query result.
4. Save the StatusSyncManager class in Salesforce.

Access the Lightning app configured for managing the contact center settings. See Configure Genesys Admin Settings in the Genesys Cloud Resource Center

1. Launch the Lightning app configured with the GC for SCV Settings component for contact center management.
2. Select the Genesys admin settings from the app navigation items.
3. Select the desired contact center.
4. Under the Status Management section, search and select the extension Class StatusSyncManager for Enhanced Status Syncing.
5. Click Save and refresh the page for the new settings to take effect.

1. Log in to Salesforce and launch the Lightning app for contact center.
2. Log in to the Omni-Channel widget.
3. In another browser tab, log in to Genesys Cloud.
4. Change your status in the Omni-Channel widget to any of the statuses that you have mapped in the StatusSyncManager class.
5. In the Genesys Cloud browser tab, observe the status change accordingly.
6. Change your status in the Genesys Cloud to any of the statuses that you have mapped in the StatusSyncManager class.
7. In the Omni-Channel widget, observe the status change accordingly.

• About CX Cloud from Genesys and Salesforce in the Genesys Cloud Resource Center
• Getting Started with Apex in the Salesforce documentation
• Create Presence Statuses in the Salesforce documentation
• The enhanced-status-syncing-with-salesforce-service-cloud-voice repository in GitHub

Article Author

Kristen Oliphant
Senior Software Engineer, R&D Genesys Cloud