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  • 1.  Abandoned reroute calls causing Salesforce VCR stuck in New status

    Posted 04-28-2025 14:15
    No replies, thread closed.

    We have found that when using the CX Cloud from Genesys and Salesforce integration, if a rerouted call is abandoned while waiting in Queue (after an agent not answering and went into Not Responding state and no other agent available yet), the Salesforce VCR will remain in "New" status instead of "Completed" status.

    Does anyone come across this issue, and any idea of working around this problem?

    I have opened a ticket with Genesys Support but they do not have any workaround idea, other than saying this is an expected behavior due to Salesforce limitation.


    #API/Integrations

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    Thanks,
    John
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  • 2.  RE: Abandoned reroute calls causing Salesforce VCR stuck in New status

    Posted 04-29-2025 14:37
    No replies, thread closed.

    Hello John,

    I can see if I can find any other information if you have the Genesys case number. You could try seeing how different variables are being set using Historical Execution.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Abandoned reroute calls causing Salesforce VCR stuck in New status

    Posted 04-29-2025 17:15
    No replies, thread closed.

    Hi Jason,

    The case number is 0003734120. The Historical Execution is a feature on the Genesys Cloud side, not related to the VCR status field which is from the Salesforce side. The main problem is the CX Cloud from Genesys and Salesforce connector does not automatic (or providing a manual way) to set the abandoned reroute calls' Salesforce VCR status to complete.

    Thanks,

    John



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    John Chan
    na
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    Original Message


  • 4.  RE: Abandoned reroute calls causing Salesforce VCR stuck in New status
    Best Answer

    Posted 04-30-2025 08:46
    No replies, thread closed.

    If you look on this page in the Resource Center (https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/) and scroll down to the "Advanced Setup (Extensibility)" section, you'll see a few ways that you can tap into the Salesforce integration to perform your own custom actions within Salesforce.  If you drill down into the "Events in Salesforce" article you'll see there are Interaction events that tell you the state of the interaction.  If the call disconnects then you could update the VCR status field appropriately, I think.



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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    Original Message


  • 5.  RE: Abandoned reroute calls causing Salesforce VCR stuck in New status

    Posted 04-30-2025 11:49
    No replies, thread closed.

    Thank you, Jim, for the information. Unfortunately, this information only applies to the old connector (Genesys Cloud for Salesforce). We are currently using the new connector (CX Cloud from Genesys and Salesforce), which does not include these Advanced Setup (Extensibility) capabilities.



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    Thanks,
    John
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    Original Message


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