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Updates and materials to the Salesforce BYOT Beta

  • 1.  Updates and materials to the Salesforce BYOT Beta

    Posted 04-20-2022 13:25
    Hi everyone,

    Here's a quick update to the Beta Program.

    We are currently moving out our Beta start date to May 4th to accommodate for some additional work we are doing with Salesforce. 

    In the meantime, you will have access to some of the documents in our Resource Center:

    I will also be posting a video demo and documentation for our SEs on how to access the live demo system later today.

    Please keep an eye out for it!

    Thank you,
    #BetaUpdate

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------


  • 2.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-07-2022 09:31
    Hi Wayne,

    We have activated the BYOT beta in our environment and we are finding some issues.
    Note we have installed genesys lastest package available version 1.1.
    Here are the details::
    • Genesys orgid (frankfurt): 0af25224-c905-4c36-8ac6-b74c81eab9d4
    • Salesforce orgid: 00D7S000001NzBG

    The issues are:
    - for outbound calls i can generate the call with no errors, but recording is not available in salesforce by adding to VC objetc the Call Audio Player component.
    - for inbound calls voice calls are not being created. Indeed, seems that the the controls only work in direction Genesys to Salesforce. Eg, when an inbound calls reaches the agent i dont have the chance to answer from omnichannel, just from Genesys UI. Once it is answered then the controls appear.

    I enabled server side logging from Genesys Cloud Setting and made an example, genesys interaccion id is 3f7314e4-21c6-4d20-b8a5-7e9e3106ed70.
    I answer the call from Genesys UI, hangup from omnichannel and then disposition from genesys (disposition/wraup is not being showed up from CX Utility.

    can you assist?

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 3.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-07-2022 13:18
    Hi David,

    Recording is currently done on the Genesys side and we're not passing on the media in this current version.

    For the voice call not being generated, can you confirm if you have Enhanced Domains enabled in your environment? 

    Thank you,

    Wayne

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------



  • 4.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-07-2022 13:38
    Hi Wayne,

    "Recording is currently done on the Genesys side and we're not passing on the media in this current version"-> is possible at least to map the recording url to a VC field similar as opencti connector?

    Second question, yes , we have enhaced domains enabled, is a new org that automatically has this option enabled.

    Thanks

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 5.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-11-2022 05:54
    any update on this one?

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 6.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-11-2022 12:09
    Hi David,

    The quickest way to do this right now would be to pass the URL as a custom attribute on the interaction and then mapping the custom attribute to a voice call field using what is already there in Service Cloud Voice. This can be done via Genesys Architect. 

    In the future we'll take a look at developing further to make this eaiser.

    Thank you,

    Wayne



    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-14-2022 06:27
    Thanks , that part was clear.
    What about the other issue about calls not being created??
    how can we/you troubleshoot this?
    All details about failure scenario above.

    Regards

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 8.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-15-2022 08:30
    Hi David,

    Calls not created can be one of two things right now:
    1. There is a known issue related to Enhanced Domains on the orgs that's causing voice call records not to be created - if you turn off Enhanced Domains this may work
    2. The Genesys Cloud user could be missing the Service Cloud Voice view permission. In Genesys Cloud the permission is Integration > salesforceServiceCloudVoice > View.

    Thank you

    Wayne

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-15-2022 09:45
    Hi Wayne,

    1. I disabled enhaced domains in my salesforce org and the behaviour is still the same. 
    2. my user has that permissions.

    thanks

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 10.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 11-16-2022 15:23
    Edited by Yongwook Lee 11-16-2022 16:25
    Hi David,

    Our team reviewed and it looks like you have an incorrect key value meaning that the key in the contact center is not matching up with the key that was uploaded during the installation.

    For the public/private key, please take a look through the following to generate:
    https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm

    And then follow these instructions:
    https://help.mypurecloud.com/articles/generate-contact-center-configuration-xml-file/
    https://help.mypurecloud.com/articles/set-up-the-integration/

    Thank you,

    Wayne

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------

    Original Message


  • 11.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 12-02-2022 04:00

    Hi,

     

    Any update on this one?

     

    Thanks

     

       

       

    David Hurtado Sancho

    CX&UX Solutions Architect

    M  +34 684 433 673

    MADRID

    C/ Isabel Colbrand, 8

    Madrid

     

    evolutio.com

     

     

     

     




    Original Message


  • 12.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 12-08-2022 14:09
    Hi David,

    Did the public key step not fix the issue?

    Thank you,

    Wayne

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------

    Original Message


  • 13.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 12-09-2022 04:34

    Hi, which step are you referrering to? I missed that

    Thanks

     

       

       

    David Hurtado Sancho

    CX&UX Solutions Architect

    M  +34 684 433 673

    MADRID

    C/ Isabel Colbrand, 8

    Madrid

     

    evolutio.com

     

     

     

     




    Original Message


  • 14.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 01-10-2023 10:56
    Hi David,

    Try these steps please:

    For the public/private key, please take a look through the following to generate:
    https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm

    And then follow these instructions:
    https://help.mypurecloud.com/articles/generate-contact-center-configuration-xml-file/
    https://help.mypurecloud.com/articles/set-up-the-integration/

    ------------------------------
    Wayne Lee
    Genesys
    ------------------------------

    Original Message


  • 15.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 08-31-2023 21:53
    Edited by Vaun McCarthy 09-01-2023 00:39

    Can someone please confirm if this is available in the developer edition of SF?  I can't see the partner telephony setup at all, only the option for Amazon Connect.



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 16.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 09-28-2023 22:49

    You will need to contact SF to get it enabled if you dont already have. One of our test accounts had it enabled and i had it working however, so many questions :)



    ------------------------------
    Anish
    ------------------------------

    Original Message


  • 17.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 01-09-2024 22:22

    Hey mate, did you end up getting this resolved?

    I have same issue and I am wondering how I can get partner telephony enabled in a Dev edition of Salesforce.

    Cheers

    John



    ------------------------------
    John Gorry
    Nexon Asia Pacific Pty. Ltd.
    ------------------------------

    Original Message


  • 18.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 01-09-2024 22:28

    Hi John

    Nope, got radio silence basically.  Only feedback that's somewhat consistent is that you need SF partner/commercial license status and use a proper sandbox  or prod environment (ie NON developer instance).  I even tried standing up a newer dev edition instance hoping that included this but no luck there either.  

    A few people have said "oh ask SF for some licenses" but given nearly all disclaimers around dev edition say you get what you're given and we're not official SF partners (or ISV or whatever they call it) I doubt that'll go anywhere.  I actually did manage to get one SF person on a call last year sometime but they didn't even seem to really understand what it was I was referring to :(  There was some promise from them to get back to me but that was I think about 3 months ago :)



    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


  • 19.  RE: Updates and materials to the Salesforce BYOT Beta

    Posted 01-09-2024 22:33

    Okay, no worries, that is unfortunately what I though the answer would be.

    Thank you for getting back to me so quickly.

    Cheers

    John



    ------------------------------
    John Gorry
    Nexon Asia Pacific Pty. Ltd.
    ------------------------------

    Original Message


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