Integrate Genesys ICT app with salesforce

How to integrate Genesys from app exchange into Salesforce



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