Genesys Cloud CX

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  • 1.  Issues with PureCloud on Salesforce Lightning

    Posted 02-24-2019 17:54
    Edited by Peter Dimatulac 02-24-2019 17:54
    Hi All

    We have recently deployed Salesforce Lightning for a a test group and we are seeing a number of issues within the PureCloud widget.

    Close to 100% of interactions are displaying the following error message: "Failed to Save An Interaction Log"

    This issue only persists in Lightning and can be resolved by reverting back to Salesforce Classic.

    I have read over the Salesforce Lightning article: Salesforce Lightning Experience - PureCloud Resource Center

    The article mentions that "agents must have write access to fields that are used in Activity Field Mapping". I have granted this permission to all the activity fields although the issue still occurs.

    Hoping someone who has deployed Lightning and shed some light on how this can be resolved.

    I've logged this with PureCloud support although they are extremely slow to respond so hoping for a quicker solution through here.

    Thanks




    #Integrations

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    Peter Dimatulac
    BizCover Workforce Optimisation Manager Australia
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  • 2.  RE: Issues with PureCloud on Salesforce Lightning

    Posted 10-27-2020 14:47
    Edited by Chase Hamby 10-27-2020 14:50
    Hey all,

    We are running into this same issue now. I see this topic is from 2019, but I'm hoping someone may be able to offer up a solution.

    We have reviewed this article several times and have ensured all of the right permissions have been granted but continuing to see this issue.

    This is also happening to 100% of all interactions within Salesforce Lightning, but once the user switches over to classic, the error doesn't occur. Unfortunately, we are not able to have all of our team members switch to classic at the moment.

    Any help is appreciated!

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    Chase Hamby
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  • 3.  RE: Issues with PureCloud on Salesforce Lightning

    Posted 10-25-2021 09:47
    Hey Chase,

    We are running into this same issue too.

    Have you been able to solve it?

    Thank you very much.

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    Frederic Prat Oms
    Factor Energia SA
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  • 4.  RE: Issues with PureCloud on Salesforce Lightning

    GENESYS
    Posted 10-26-2021 09:28
    The specific error that is preventing the call log from being saved is written to the browser console log.  In chrome, if you open the developer tools (shift+control+i or click the 3 dots, select "more tools", then "developer tools"), and go to the console, you should be able to see the error message when a call log attempts to save.  This should tell you precisely what field is preventing the saving of the call log.  Since this is happening on 100% of the calls when in lightning, this should be easy to reproduce.

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    Richard Schott
    Genesys - Employees
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  • 5.  RE: Issues with PureCloud on Salesforce Lightning

    Posted 10-29-2021 08:43
    Hi Richard,

    I have already checked the log of Salesforce Lightning and I also compared both Classic and Lightning because Classic is working well.

    The configuration of Classic and Lightning is the same as "package installed" speaking.

    The log of Lightning there are no error visible: app.js:94 1:00:37_994 PM => CallLog Response Data{"success":true,"returnValue":{"recordId":"00T4H00008YYJN9UAP"},"errors":null}

    Do you have any knowledge on where to check? The log is so extensive and I didn't see anything wrong. There's only information missing between the two of them.

    Thank you.

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    Frederic Prat Oms
    Factor Energia SA
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  • 6.  RE: Issues with PureCloud on Salesforce Lightning

    GENESYS
    Posted 10-29-2021 13:48

    If you are having errors saving Salesforce records, you will see a message like:

    app.js:94 1:00:37_994 PM => CallLog Response Data{"success":false,"returnValue":{},"errors":["some error message from the salesforce API that generally tells you what went wrong"]}

    To find these, you can search the logs for: "success":false

    Note that these errors should be accompanied by a red dialog within the client that says something to the effect of "failed to save call log due to a Salesforce error", which is described in this troubleshooting article: https://help.mypurecloud.com/articles/failed-to-save-interaction-log/

    In your example, there was no error saving the call log, and the object ID was returned as part of the response from the salesforce API.  If you query Salesforce for the object ID "00T4H00008YYJN9UAP", it should show you the activity record that was created.

    Also note that the message you posted should have been preceded with something like:
    1:43:11_846 PM => Changed values in call log for interaction=5f66cde5-8a30-4a3a-a300-4774525f018b: {"shouldSave":false,"callLog":{"subject":"Call 10/29/2021, 1:42:25 PM","id":"00T5b00004e1Na6EAE","CallDurationInSeconds":46,"CallObject":"5f66cde5-8a30-4a3a-a300-4774525f018b","PureCloud_Call_Record__c":"https://apps.inindca.com/directory/#/engage/admin/interactions/5f66cde5-8a30-4a3a-a300-4774525f018b","calldurationinseconds":46}}
    app.js:94 1:43:14_507 PM => Start call log save logic for interaction=5f66cde5-8a30-4a3a-a300-4774525f018b
    app.js:94 1:43:14_509 PM => Saving the Call Log because there are some new changes to save.
    app.js:94 1:43:14_509 PM => Changed values in call log for interaction=5f66cde5-8a30-4a3a-a300-4774525f018b: {"shouldSave":true,"callLog":{"id":"00T5b00004e1Na6EAE","Wrap_up_code__c":"Best Call Ever!","ACW_Time__c":3,"CallDisposition":"Best Call Ever!"}}
    app.js:94 1:43:14_509 PM => Asking CRM Connection Service to save a call log
    app.js:94 1:43:14_510 PM => Asking Salesforce to save a call log
    app.js:94 1:43:14_510 PM => Calling Salesforce Lightning Open CTI API to save call log
    app.js:94 1:43:14_773 PM => Received response from Salesforce Lightning Open CTI API for save call log
    app.js:94 1:43:14_774 PM => Received save log response: {"result":"00T5b00004e1Na6EAE"}

    Based on the format of the message you've sent, it looks like it's not using the lightning API, which could mean you're using the legacy call center definition file, which is only relevant to salesforce classic.  You can check the call center file configuration and whether it's suitable for lightning by searching for "call centers" in the Salesforce setup page, and opening the call center assigned to your user.  you should see something like this:

    and here's one that is classic only:



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    Richard Schott
    Genesys - Employees
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  • 7.  RE: Issues with PureCloud on Salesforce Lightning

    Posted 28 days ago

    Hi Richard,

    That was something different to check, but it is configured correctly.

    Lightning:

     Classic:

    I think you are right about "not using the lightning API", but I cannot find where the problem is. Because the Call Center configuration is not working well and the fields are not stored properly.

    I am attaching the two whole logs from Lightning and Classic separately.

    Thank you!



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    Frederic Prat Oms
    Factor Energia SA
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  • 8.  RE: Issues with PureCloud on Salesforce Lightning

    GENESYS
    Posted 28 days ago

    The part that seems to be missing from the screenshots you provided was the assignment of the call center to the user.  That is a distinct relationship within Salesforce that dictates which call center file is loaded when the embedded client initializes.  If your user is not assigned to a lightning compatible call center, then there will be all sorts of things that do not operate correctly.  

    I'd highly recommend raising this as a support case, as this is really going beyond the intended purpose of a community post.  



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    Richard Schott
    Genesys - Employees
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  • 9.  RE: Issues with PureCloud on Salesforce Lightning

    Posted 28 days ago
    Edited by Frederic Prat Oms 27 days ago
    If anyone looking for an answer, just do this:
    • Enable "Auto Redirect to SSO"
    • Fill "SSO Identity Provider Name" and "Genesys Cloud Organization Name"



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    Frederic Prat Oms
    Factor Energia SA
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  • 10.  RE: Issues with PureCloud on Salesforce Lightning

    GENESYS
    Posted 28 days ago

    both examples are showing the call log being successfully created.  

    Lightning:

    app.js:94 1:00:37_993 PM => Received response from Salesforce Lightning Open CTI API for save call log
    app.js:94 1:00:37_994 PM => CallLog Response Data{"success":true,"returnValue":{"recordId":"00T4H00008YYJN9UAP"},"errors":null}
    app.js:94 1:00:37_994 PM => Received save log response: {"result":"00T4H00008YYJN9UAP"}
    app.js:94 1:00:37_994 PM => Saved call log successfully in Salesforce
    app.js:94 1:00:37_994 PM => The call log to update after save: interaction=4baa4c0e-9f09-44e7-b3c9-1158d20b13dc, callLog={"selectedRelated":{"text":"CHARI ROMERO CALDERON - Opportunity","id":"0064H00001LTZ9JQAX"},"subject":"Llamar 25/10/2021 13:00:25","externalId":"00T4H00008YYJN9UAP"}

    Classic:

    app.js:94 1:13:42_991 PM => Received response from Salesforce Open CTI API for saving call log: {"method":"saveLog_8","result":"00T4H00008YYJaD"}
    app.js:94 1:13:42_991 PM => Received save log response: {"method":"saveLog_8","result":"00T4H00008YYJaD"}
    app.js:94 1:13:42_992 PM => Saved call log successfully in Salesforce
    app.js:94 1:13:42_992 PM => The call log to update after save: interaction=c91131ca-dd9d-4c03-86b3-a2a6ff882ebd, callLog={"selectedRelated":{"text":"E-JQ ESTEVE ARCE, JOAQUIN - Opportunity","id":"0064H00001MJCdOQAX"},"subject":"Llamar 25/10/2021 13:13:32","externalId":"00T4H00008YYJaD"}



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    Richard Schott
    Genesys - Employees
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