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"
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Henry Zambrano
Powernet Global Telecommunications
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Original Message:
Sent: 03-19-2020 19:38
From: Tony Curoso
Subject: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated
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.
Original Message:
Sent: 10-25-2019 13:55
From: Henry Zambrano
Subject: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated
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
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Henry Zambrano
Powernet Global Telecommunications
Original Message:
Sent: 10-25-2019 11:53
From: Micheal McComber
Subject: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated
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
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Micheal McComber
Sutter Health
Original Message:
Sent: 10-17-2019 18:11
From: Henry Zambrano
Subject: CIC for Salesforce / Call details displayed in the embedded softphone are duplicated
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:
#Integrations
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Henry Zambrano
Powernet Global Telecommunications
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