We have Genesys implemented for our Salesforce Service Cloud org. Currently when a customer support representative receives a phone call via the Genesys widget in Salesforce, the call is automatically associated with the Account the phone number belongs to. I have a requirement to automate associating a case with that call by either creating a new case or an existing case. Currently, I'm exploring extension points purecloud.CTIExtension.SaveLog and see if I can use apex to accomplish the association in Salesforce. Looking for suggestions or recommendations.
Are you talking about relating the Salesforce Call Activity/Task to the case? If so this can be done mostly out of box with some of the call center config options, and either letting reps manually make the linkage or by auto-linking to what the reps have open in SF when they finish up the call.
You can do this programmatically, but the hard part becomes knowing which case to link the activity to purely from a code standpoint.
Thank you Brad for the response. I'm kind of new to Genesys. Is there a documentation on how to do the config to automatically relate a phone call activity to a case with only call center config options? The last option of linking a call with the case that is open sounds interesting but it also sounds a little error prone if the call center rep accidentally have the wrong case open.