We are testing out the SalesForce Cloud CTI connector and for the most part things work great. However due to our record keeping within Salesforce we can have duplicate phone #s and\or emails attached to different contact records. When an interaction comes into Genesys via the SalesForce connector, any time it is from a phone\email that has a duplicate entry in SF it will throw the "Failed to save interaction log...." error, which is understandable.
My question is, is it possible to edit the parameters of the SalesForce CTI lookup in order to incorporate additional contact\account variables in order to track down a single contact, or is it ONLY capable of searching for phone # or email address? We do this already within Genesys itself using a data action lookup, but I'm hoping it's also possible using the connector.
Thanks.