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  • 1.  Updates and materials to the Salesforce BYOT Beta

    GENESYS
    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 28 days ago
    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

    GENESYS
    Posted 28 days ago
    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 28 days ago
    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.
    ------------------------------



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

    Posted 25 days ago
    any update on this one?

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



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

    GENESYS
    Posted 24 days ago
    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
    ------------------------------



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

    Posted 22 days ago
    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.
    ------------------------------



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

    GENESYS
    Posted 20 days ago
    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
    ------------------------------



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

    Posted 20 days ago
    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.
    ------------------------------



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

    GENESYS
    Posted 19 days ago
    Edited by Yongwook Lee 19 days ago
    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
    ------------------------------



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

    Posted 4 days ago

    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