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  • 1.  CIC for Salesforce / Call details displayed in the embedded softphone are duplicated

    Posted 10-17-2019 18:11

    Hi, we are facing the following issue:
    In the CIC for Salesforce integration (SF Classic), the embedded softphone is displaying duplicated call detail information like this:

    CIC for SF embedded softphone
    Sometimes it's even worst:
    Embedded SF softphone

    When we go to the Call Center Settings in SF, in the Customize Interaction Details section, we can see duplicated selected call details:
    Call Details Configuration
    When we remove all those attributes and add them one by one with no duplicates, later on automatically they start duplicating again.
    We don't know how to prevent this duplication from continuing.

    Thanks,





    #Integrations

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    Henry Zambrano
    Powernet Global Telecommunications
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  • 2.  RE: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated

    Posted 10-25-2019 11:53
    How are you passing these attributes to Salesforce, IRV or Handler? 
    If you remove all the selected attributes and do your test what is the behavior?  
    We push everything via the IVR and to not have any Selected attributes added to the box and we get everything we need in the SF phone frame

    ------------------------------
    Micheal McComber
    Sutter Health
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  • 3.  RE: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated

    Posted 10-25-2019 13:56
    Hi Micheal, they are actually the interaction details that are going to be displayed in the softphone, the ones that come by default: name, interactionID, state, remoteAddress. (Yes, you can use custom attributes but we are talking about the attributes/details that are there by default)

    And as I mentioned, when we remove all those attributes and add them one by one with no duplicates, later on automatically they start duplicating again.

    Thanks,
    Henry


    ------------------------------
    Henry Zambrano
    Powernet Global Telecommunications
    ------------------------------



  • 4.  RE: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated

    Posted 03-19-2020 19:39
    Henry, 
    I have a customer experiencing this exact issue. Were you able to get it resolved?

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    Tony Curoso
    American Telesource, Inc.
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  • 5.  RE: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated

    Posted 03-19-2020 20:36
    Hi Tony, Genesys support after investigating this issue they finally said that "something was broken there" and that it's probably what was leading to the problem, so they asked to re-install the managed package and/or rebuild the PC4SF Call Center Settings.

    Then I asked them a couple of questions:

    Q: What considerations need to be made when reinstalling the managed package?

    A:  You will need to recreate the customer call center settings tab and everything in those settings. Please make a note of that before deleting their managed package.
    It should be done our of business hours.
    During the install, you need to select Install for All Users or Install for Specific Profiles.
     

    Q: The customer can lose any configuration he had made?

    A: No.
     

    Q: How do you rebuild the PC4SF Call Center Settings tab?  

    A: Instruction on page 9 on our "PureConnect for SalesForce Technical Reference"



    ------------------------------
    Henry Zambrano
    Powernet Global Telecommunications
    ------------------------------



  • 6.  RE: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated

    Posted 03-20-2020 09:50
    Henry, 
    Thanks for the detailed follow-up. Did it work?

    Tony Curoso

    Senior Operations Engineer

     

    ATI - Systems Integrators

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    Direct: 510-923-9205

    Mobile: 925-202-1363

    Fax: 510-420-4968

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