Welcome to InGenius

Welcome to the InGenius help center. Inside you will find everything you need to get started with InGenius, as well as helpful tips, configuration topics, troubleshooting information and more! Explore one of the introductory sections below to get started. Or jump right in and head to the section of the help center you are looking for:

  • Prerequisites and Planning

    Review the requirements, supported platforms, and prerequisites steps needed before your InGenius deployment.

  • Installation and Configuration

    Explore a series of topics that take you through the full installation process for integrating InGenius into your environment, as well as topics on configuration help to tune InGenius to your needs.

  • User's Guide

    Find helpful information, tips, and instructions on navigating and using the interface as a user in InGenius.

  • Upland Transcription Service

    This new InGenius offering, included as a separate package, allows you to leverage a recording solution to transcribe and record customer interactions in real-time. (Currently only available with SCV and Genesys Engage)

New in 2025 R1.0:

  • No new additions for your selected telephony and CRM.

  

  • ServiceNOW platform integration with InGenius.

  

  • Auto-Decline Functionality avoids disruptions for occupied SCV agents.

  

For more information on newly added features, refer to this page.

Using the Help Center

This help center is a one stop solution for all of your InGenius configuration needs. To view the information relevant to your integration of InGenius, be sure to select the appropriate filters from the banner at the top of the page if you have not done so already:

InGenius Overview

InGenius is an enterprise call center and CTI profile solution that leverages an existing telephony system to integrate call center operations directly into your CRM. This type of integration allows an organization to get a consolidated view into contact center operations and their impact on customers and business.

Select your integration from the dropdown selection on the top banner, and learn more about your selected InGenius integration below:

Service Cloud Voice

InGenius for SCV enables integration between existing cloud or on-premise telephony systems and Salesforce SCV by managing information such as DNS, ANI, Caller ID, and call control functions. Integration with InGenius means that you can extend existing phone systems with all of the advantages and capabilities of SCV.

  • Embedded soft phone controls make it easy for agents to accept, place, and transfer phone calls without leaving Omni-Channel.

  • A unified console brings together the complete customer profile, such as purchase history or recent cases, allowing agents to better anticipate caller needs.

  • Real-time transcription and integrated call recording eliminate the need for notetaking and allow your agents to focus on the conversation at hand.

  • Unlock on-call productivity tools like AI-powered Next Best Action recommendations and Lightning Flows to help your agents resolve cases faster.

  • Real-time transcription lets Supervisors monitor multiple, concurrent phone calls alongside digital channels for on-the-spot coaching.

  • Complete call data and transcripts within Salesforce enables easy follow-up training and meaningful analytics on the health of the contact center.

Salesforce

InGenius supports integration with Salesforce, allowing you to bring your Asterisk, Avaya, Cisco, or Genesys phone systems into Salesforce for enhanced productivity and a better customer experience. InGenius builds on the Salesforce Open CTI and accommodates its latest developments.

Microsoft Dynamics

InGenius includes fully integrated Microsoft Dynamics 365 support, leveraging Microsoft Entra as an identity provider to allow D365 users easy access to InGenius. Use your existing D365 user lists and profiles to easily deploy your agents with InGenius. InGenius integrates with Microsoft Dynamics reliably on the latest versions of Google Chrome and Microsoft Edge. There are no drivers or local dependencies on the desktop required.

InGenius enables users to relate the currently viewed entityrecord in SalesforceD365 to a call log with the Relate Current feature.

Click-to-Dial allows users to make more calls in less time by clicking any phone number field.

  • Dial from any SalesforceD365 entity, including Contacts, Accounts, Leads, Opportunities. You can also dial from call history.

  • Use speed dial buttons in InGenius to make calls with just one click.

  • Use the integrated search bar to find entities and Click-to-Dial them.

With screen pop, InGenius pops related customer data in SalesforceD365 as soon as a user receives an inbound call.

Screen transfer reduces call handle time between users by allowing them to transfer relevant data to each other.

  • Transfer all open entities related to the call.

  • Send call notes and other related data.

InGenius intelligent dialing ensures screen pops and Click-to-Dial always work, no matter what country or area code your agents and callers are in, and regardless of the phone number formats stored in the SalesforceD365. Phone data is automatically adapted to regional, carrier and handset-specific dialing patterns. Intelligent dialing simplifies the agent experience and connects calls effectively.

With call logging, spend less time logging between calls with automatic logging.

  • Automatically log call information, including the phone number and call duration.

  • Click to create or pre-fill entitiesrecords in SalesforceMicrosoft Dynamics from InGenius Connect. Auto-populate a new entity with information from a current call or related entity.

  • Configure call log templates. Users can select a pre-configured call log template to populate the call log with subject and comments.

A reliable integration leverages the existing phone system and its established call queues and routing.

  • On-premise virtual server instance.

  • Scalable server architecture matching your phone system.

The InGenius Configuration Tool allows you to integrate and connect your telephony system to InGenius.

InGenius "monitors" the integrated telephony device when a user logs in. This process is referred to as a monitor. Monitor parameters refer to the various inputs required to start the monitoring process, such as extensions, user IDs, work modes, etc.

Contact Us

For any queries about the latest release or to upgrade, please contact your support team at ingenius-support@uplandsoftware.com.

To add additional licenses, please contact our sales team at ccpsalesteam@uplandsoftware.com