Basically, Account Executives (AE's) use Genesys to make calls from the Salesforce platform, but the calls are recorded as Tasks, not Calls. Throws off their numbers. Myself and a system admin checked the Genesys docs and...we have more questions. There are a bunch of examples, but not for are situation. Has anyone setup Genesys to record calls as a Call, not as a Task in Salesforce?
Note: Genesys gives examples using a queue. We are not using a queue, this is AE's calling straight from the Sales Console using click-to-dial.
Ok, update on this one also.
What tech support finally told us was, no. You can't update the file, the same file that appears as "HIDDEN" to us. Even though they told us code we need to make a Call record as a Call. We need to create a custom file AND THEN update that file with the code they provided. And configure Salesforce to point to our custom file instead of the default file.
And update the file with all the soft phone features we wanted, though we can't see how to write the code from the hidden file. On top of that, they quoted us several thousands of dollars to make that fix.
My manager said no. Management found a third party that makes that fix for other companies and adds in more functionality, seems more responsive, and does it for less.
