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  • 1.  salesforce - Agent login issue

    Posted 06-06-2018 13:45
    Hello

    I have recently installed CIC 2018 R2.
    I am not able to login as a agent from salesforce. When i tried to acess https://<webserver>:port/api , i am geting "your connection is not private error"

    I had followed "cic_web_applications_icg_Installation.pdf" guide for installing web applications.




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    Mohammed Anees
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  • 2.  RE: salesforce - Agent login issue

    Posted 06-07-2018 08:36
    The first step in troubleshooting login issues like this is generally to see if you can log into Interaction Connect using the same method. If not, then this will likely need to be corrected first before PureConnect for Salesforce will work correctly.

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    David Currier
    cpi.solutions
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  • 3.  RE: salesforce - Agent login issue

    Posted 06-18-2018 16:52
    Thanks for your reply

    Yes. Login via Interaction connect works fine.

    When i access https://<webserver>:port/api  from chrome, your connection is not private error. 
    if i click Advanced and confirm security exception. it works fine for few days.

    Issue repeats again after few days and i have to repeat security exception again.


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    Mohammed Anees
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  • 4.  RE: salesforce - Agent login issue

    Posted 06-19-2018 05:52
    Hi Anees  / David,

    i have installed webserver and i am able to login on interaction connect for agents. but in the webserver i dont find any api folder i am using default https port 443 and self signed certificate.

    do we have to do some additional configuration for getting api folder? if i try to browse for the URL https://webserver/api i get a 404 error.

    also i get the certificate error on all desktops when i try to login on interaction connect. any idea how to get it resolved?

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    Mallesh
    CSI
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  • 5.  RE: salesforce - Agent login issue

    Posted 06-19-2018 08:13
    Edited by Aaron Lael 06-19-2018 09:32
    The certificate error is likely due to using a self signed cert.  if you want that to go away look into getting a cert from an authority like comodo.  Let's encrypt even offers the service for free.

    **edit** Disregard the below portion about the API.  It seems like the salesforce configuration is just leveraging the URL rewrite rules configured when setting up Interaction Connect.
    The api (icws) isn't a folder off of the web apps, it is accessed by a specific port on your ic server.  Look at pure connect documentation on developer.genesys.com for icws info.

    https://help.genesys.com/developer/cic/docs/icws/webhelp/ConceptualContent/Welcome.htm

    I think you may be missing the step from the salesforce configuration guide (https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/salesforce_integration_cic_ag.pdf) where you download the integration piece from the salesforce site under "Set up integration for the first time" on page 8 of the guide.

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    Aaron Lael
    State of Utah
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  • 6.  RE: salesforce - Agent login issue

    Posted 06-19-2018 08:46
    Thanks for the info Aaron.

    right now, i am stuck with 2 things

    1. Salesforce style not reflecting in the callcenter window.instead interaction connect is getting displayed there. is it normal? in the document       the look is completely different and better.

    2. Everytime i click on different tab the callcenter tab is getting refreshed and i am getting logged out and it asks for login? this is definitely not    normal right?


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    Mallesh
    CSI
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  • 7.  RE: salesforce - Agent login issue

    Posted 06-19-2018 14:12
    hello team, i have managed to get the settings right this time. 

    just need one info, how do i make the agent login on sip softphone? when i login to sales force it asks me to choose the station and it shows workstation, remote workstation and remote number but no SIP soft phone?

    do we have to provision a soft phone / web phone for the users in salesforce? if yes, what would be the procedure?

    can we still use sip softphone installed on the desktop?


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    Mallesh
    CSI
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  • 8.  RE: salesforce - Agent login issue

    Posted 06-20-2018 02:09
    Hi Aaron

    Thanks for your response. I will check with thrid party CA

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    Mohammed Anees
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  • 9.  RE: salesforce - Agent login issue

    Posted 06-19-2018 08:17
      |   view attached
    I am able to login in interaction connect in salesforce but the style is not salesforce. any ideas?

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    Mallesh
    CSI
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  • 10.  RE: salesforce - Agent login issue

    Posted 06-20-2018 02:08
    Hi Mallesh

    I followed https://help.genesys.com/cic/mergedprojects/wh_tr/desktop/pdfs/salesforce_integration_cic_ag.pdf guide .

    I have used salesforce lightning app and it worked fine for me.

    for Agents to login into softphone, select workstation and enter softphone number. Yes softphone installed in desktop can be used.
    It is working for me.

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    Mohammed Anees
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