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PureConnect WAV files to Salesforce Case unable to play the files

  • 1.  PureConnect WAV files to Salesforce Case unable to play the files

    Posted 05-12-2022 11:58
    Team, we have an interesting situation and I wanted to see if anyone else has experienced this, and what solutions you put in place for Salesforce.

    So currently we have PureConnect process the voicemail, and it will email the Voicemail to a mailbox in exchange that links to Salesforce which creates a Case. What we have discovered is that Salesforce and Google Chrome will not let the end user play the WAV file unless they email it to themselves.

    We approached our vendor for a solution, and they created a handler that grabs the WAV file then converts it with MP3 lame converter by command prompt and emails it to the Salesforce monitored mailbox. The issue with the handler is if there are more than two voicemails in the D/I3/IC/Work folder the handler just exits.

    Have any of you experienced this with Salesforce, and what solution did your team put into effect to resolve the WAV file issue within Salesforce & Google Chrome.

    Thank you
    #ArchitectureandDesign
    #Handlers
    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #SystemAdministration

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    Todd Abbott
    Senior Contact Center Engineer
    TrueBlue Inc.
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