Data Mapping

Note: This section is currently only applicable to SCV. Please proceed to the next section.

InGenius will analyze the preconfigured IVR data from your telephony system and convert it into Call Data fields. Using the Data Mapping page in the InGenius Admin App, you can map each of these fields to a Salesforce Voice Call object custom field. Doing so allows you to take full advantage of the features included with InGenius for SCV.

Follow the steps for your telephony system below to complete the data mapping process:

Create Custom Fields in Salesforce

You must create a custom field in your Salesforce Voice Call object for each Genesys Call Data field you wish to integrate with Salesforce and InGenius for SCV.

If you are unfamiliar with creating a new custom field in Salesforce, please consult the Salesforce documentation here or watch this video.

While creating the new field(s) for your Voice Call object, follow these specific instructions:

  1. Ensure the new custom field is a Text field.

  2. Name the field whatever you wish to help you identify it (for example, Account Number if the custom field will represent account numbers).

  3. The recommended Length is 255.

  4. Verify your new field is in the layout by following the Salesforce documentation video.

Configure Data Mapping

The Data Mapping page in the InGenius Admin App allows you to map the Genesys Call Data fields to the Salesforce Voice Call custom fields.

To create a Call Data mapping:

  1. On the Call Data Mapping page in the InGenius Admin App, select "+ Add Mapping". A blank mapping is added in the area below.

  2. Name the Call Data field CallData1. This mapping corresponds to the data sent through the IVR action, which is then parsed based on whitespace characters. Each subsequent mapping should be named CallData2, CallData3, etc. and will correspond to a portion of this data separated by whitespace.

    Note: (e.g., with an IVR action containing the data "Test 123", CallData1 will map to "Test", CallData2 will map to "123".)

  3. Name the Salesforce Voice Call Field the name of the corresponding custom field you created previously.

  4. Select Publish Changes to save the changes to the page.