Integrate Genesys ICT app with salesforce – User friendly Tech help

Solution:- 

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  • Get the app from App Exchange
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  • Incase you need to know how to get app from app exchange into salesforce
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  • Setup > Installed packages (To verify that app is installed )
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  • Click on “Configure” to add Oath credentials shared by Genesys team.
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  • Setup > Call Centers
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  • check it have “PureCloud for Salesforce Lightning” and amend the pre-populated values, it used Salesforce Open CTI
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  • Setup > Call Centers > Softphone layouts (its like page layouts, to show what all fields when app launches)
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  • Setup > App manager ( to add this as utility bar at the bottom of the screen for the given app ) Open the Sales app in setup, edit in utility bar search “Open CTI Softphone
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