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  • 1.  Error retrieving outbound campaign options in purecloud connector for salesforce

    Posted 08-18-2020 08:29
    Regards,

    I'm having trouble retrieving my outbound campaign settings from purecloud in the purecloud connector for salesforce.

    This error occurs to me with 2 different instances of purecloud and 2 different instances of salesforce (each with its own connector).
    I have all the permissions enabled as indicated in the documentation .... However it always stays at the penultimate point of the recovery: "Retrieved the Purecloud Call Rule Sets", and the next "Retrieved the Purecloud Divisions" never shows it .. ..

    Instead, I get an error in the footer of the page:

    "This page has an error. You might just need to refresh it. Error in $ A.getCallback () [Cannot read property 'indexOf' of undefined] Failing descriptor: {markup: // purecloud: PCCampaignSettings}"

    and the page stays in the option retrieval spinner.

    If I look in the javascript console, the error indicated is:
    "Failed to load resource: the server responded with a status of 500 (Server Error)"
    Making a POST request to "https://purecloud.XXXXX.visual.force.com/services/Soap/m/37.0"

    Looking at the Network tab, all the REST requests it makes to "aura? R = X & purecloud.PCIntegrationSettings.syncEntitiesByType = 1"
    They return OK 200; however, the last REST request with status 200 is r = 11 (getCallRuleSetNames = 1), the next line is request 37.0 which is the one that gives 500 error.

    Any indication of what may be failing?

    Thank you very much for your help.
    #Integrations
    #Outbound

    ------------------------------
    Javier
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  • 2.  RE: Error retrieving outbound campaign options in purecloud connector for salesforce

    Posted 08-18-2020 12:57
    Could you tell me the API/Login page you are using and where your Salesforce is hosted?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Error retrieving outbound campaign options in purecloud connector for salesforce

    Posted 08-19-2020 02:16
    Edited by Javier Espinós 08-24-2020 02:17
    Good morning Robert, thank you for your reply.

    The Purecloud login page?
    https://apps.mypurecloud.ie

    Salesforce:
    It is a 30-day trial version, it is hosted in the cloud:
    https://eu27.salesforce.com

    And I have them connected through the purecloud installed packages connector for salesforce from the AppExchange store.

    Thank you

    #outbound
    #CRMintegrations
    #Salesforce
    #Connector


    ​​​

    ------------------------------
    Javier
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  • 4.  RE: Error retrieving outbound campaign options in purecloud connector for salesforce

    GENESYS
    Posted 08-24-2020 09:28
    Hello Javier,

    Based on the error message it seems you may have some permission issues around divisions. I would specifically re-check your division permissions regarding the following statement, "PureCloud only retrieves divisions that are associated with PureCloud OAuth Client Credentials that can create, update, and delete campaigns and contact lists.". This statement is found on this doc page https://help.mypurecloud.com/articles/retrieve-purecloud-campaign-options/.

    It could also be an issue around permissions to Salesforce objects. I would check that your Salesforce user has permission to access the custom objects PureCloud Divisions and PureCloud Campaign Settings. This page lists objects related to Campaign Management https://help.mypurecloud.com/articles/campaign-management-permissions/.

    Regards,
    Kristen Oliphant


    ------------------------------
    Kristen Oliphant
    Genesys - Employees
    ------------------------------



  • 5.  RE: Error retrieving outbound campaign options in purecloud connector for salesforce

    Posted 08-25-2020 02:21
    Edited by Javier Espinós 08-25-2020 02:22
    Thank you very much for your answer.

    But I have been looking to see if this problem happened to more people, and I have seen in several posts on the salesforce forum www.trailblazer.com, that this error comes from another:
    "API DISABLE FOR ORG" (which I have also located in my case, debugging through the javascript console and accessing the code of the file that was showing me the 500 error):
    https://developer.salesforce.com/forums/?id=906F00000008rmhIAA

    and according to what they indicate, it is because the trial version does not have access to the Web APIs and that is why it does not allow making the SOAP call ...
    as indicated above.

    Is it possible that it is because of this question that it is giving that error? Why doesn't the trial version allow me to recover the purecloud campaign options? And this can only be done from the paid version of Salesforce Enterprise?



    Thank you very much

    ------------------------------
    Javier
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  • 6.  RE: Error retrieving outbound campaign options in purecloud connector for salesforce

    GENESYS
    Posted 08-25-2020 09:55
    Hello Javier,

    Thank you for this additional information. Campaign management does require SOAP API access in order to set everything up properly. Salesforce does provide free developer edition orgs that have this capability, https://developer.salesforce.com/signup. If you would like to see a change in behavior in the app feel free to submit an idea.

    Regards

    ------------------------------
    Kristen Oliphant
    Genesys - Employees
    ------------------------------



  • 7.  RE: Error retrieving outbound campaign options in purecloud connector for salesforce

    Posted 08-27-2020 07:06
    Edited by Javier Espinós 08-27-2020 07:06
    Thank you very much for the reply.

    Indeed, I created a developer account and from there the recovery of options from PureCloud outgoing campaigns did not fail.

    It is already working properly.

    Thank you very much.

    ------------------------------
    Javier
    ------------------------------