Install or upgrade the Genesys Cloud for Salesforce managed package

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Genesys Cloud for Salesforce is a managed package that integrates Computer Telephony Integration (CTI), custom Salesforce code for interaction logs, call center configuration, and user configuration utilities to enable embedded scripts, email and chat channel integration, and comprehensive call center management. The package is downloaded from Salesforce AppExchange and supports installation across production or testing environments using one of three scope options: Install for All Users, Install for Specific Profiles, or Install for Admins Only. Installation and permission management require careful configuration. Version 5.0 and later include enhanced security updates that may necessitate manual assignment of permission sets or custom permissions when using restricted installation scopes. Users must be assigned either the Genesys Cloud for Salesforce CTI Admin or CTI User permission set to access integration objects. The CTI User permission set specifically enables access to purecloud.PureCloudScriptConsoleComponent for users requiring embedded scripts or channel windows. Additional permissions can be independently assigned to agents for extended functionality such as third-party contact search features. The purecloud.PureCloudScriptConsoleComponent permission must be enabled through Visualforce Page Access during integration setup. Call center configuration requires adherence to specific administrative procedures. Default values in call center definitions should not be modified unless directed by Customer Care. During upgrades that modify call center definitions, administrators must configure the new definition, reassign users from the old definition to the new one, and delete the obsolete definition. Selecting Install for Admins Only may result in degraded performance for non-administrators and should be considered carefully during deployment planning. Implementation guidance is available through Salesforce's package installation documentation, Salesforce call center setup documentation, and the About Genesys Cloud for Salesforce resource. Related documentation covers embedded clients, call center setup, integration configuration, managed package settings, permission sets, external routing packages, call control functionality, and Salesforce External Contact Sync integration.

Note: This article applies to Genesys Cloud for Salesforce.

The managed package contains all the installation components that are necessary to run Genesys Cloud for Salesforce: the CTI, custom Salesforce code for interaction log functionality, the call center definition configuration, and a user configuration utility.

Warning: Do not change the default values in the call center definition unless directed to change them by Customer Care.

Download the managed package from the Salesforce AppExchange, either for a production or testing environment.
During the first step of the installation, select one of the options:
- Install for All Users
- Install for Specific Profiles
- Install for Admins only
Notes:
- When upgrading to package version 5.0 or later, which includes enhanced security updates, access to certain features may depend on newly introduced permissions. If you choose Install for All Users, these permissions are automatically applied to all users. However, if you select Install for Admin Only or Install for Specific Profiles, you may need to manually assign the included permission sets or custom permissions to appropriate users to ensure continued access to the integration.
- Ensure that you assign the appropriate permission sets, Genesys Cloud for Salesforce CTI Admin or Genesys Cloud for Salesforce CTI User, to the users to get access to different objects in the integration. For more information, see Permission sets for Genesys Cloud for Salesforce.
- You can also independently assign additional permissions to agents to enable extended functionality, such as access to objects used by the third-party contact search feature.
- If you click Install for Admins only, non-administrators (including agents) may experience degraded performance.
- If you plan to embed scripts or other channel windows (such as email or chat), then you must assign the Genesys Cloud for Salesforce CTI User permission set to the user. The permission set provides access to purecloud.PureCloudScriptConsoleComponent under Enable Visualforce Page Access.
For more information on the options and their implications, see Installing a Package in the Salesforce documentation.
Follow the on-screen instructions for installation.

Notes:

If the upgrade included changes to the call center definition, configure the new definition and assign users who were associated with the old definition to the new definition. Then delete the old call center definition. For more information, see Set up a call center in Salesforce.

For more information about the integration, see About Genesys Cloud for Salesforce.

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Install or upgrade the Genesys Cloud for Salesforce managed package

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