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  • 1.  Email sent directly to Genesys, pops in Salesforce but no activity record created?

    Posted 02-07-2022 22:47
    Edited by Vaun McCarthy 02-11-2022 15:56
    No replies, thread closed.

    Hi guys

    I have an intermittent issue whereby an incoming email to a Genesys email address pops to a Salesforce agent fine - brings up the contact record.  However it stops creating an activity record for that email.  Email to case sitll creates an activity record and pops fine.

    Anybody have this come up as a problem occasionally as well?  It seems to go fine for a few weeks or more then suddenly one day it stops working.  SF storage related maybe?

    @Richard Schott can you please tell me what process actually creates the activity record in this scenario?  I have an open case but I'd like to be able to understand this myself do to my own troubleshooting and checking.

    #Integrations

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    Vaun McCarthy
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  • 2.  RE: Email sent directly to Genesys, pops in Salesforce but no activity record created?

    Posted 02-12-2022 19:39
    No replies, thread closed.
    Vaun, is this classic or lightning?  Do you have any scripts running?  Do phone calls create the activities?  Is this intermittent, never worked, or something that just broke?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Email sent directly to Genesys, pops in Salesforce but no activity record created?

    Posted 02-13-2022 01:14
    No replies, thread closed.
    Hey Robert, this is in Lightning.  No script running.  Phone calls - not sure.  Atually that's a good question but I don't recall ever having this be a problem with calls.  That's not to say it hasn't happened though but my focus has been on emails the last few months.

    It's intermittent.  I seem to think one time this stopped working I change the association settings on the Call Centre settings within the managed package then changed them back again.  I wonder if sometimes that association thing stops working for some reason - latency perhaps?

    Do you think it's actually the logged in user's browser that creates the API call to SF to create the activity record, or is something else happening "under the hood" to do it?  It would help if I knew what to look for in the console logs then I could do a bit more troubleshooting myself when this does come up.

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    Vaun McCarthy
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    Original Message


  • 4.  RE: Email sent directly to Genesys, pops in Salesforce but no activity record created?

    Posted 02-15-2022 01:09
    No replies, thread closed.
    All the communication between the CTI module, Genesys, and SFDC is all in the browser session, so the console log will show you what you need for when it is broken.  Are you using the standard apps page or the full URL as described here:  https://help.mypurecloud.com/articles/change-the-region-of-your-genesys-cloud-organization/

    There is logging for the CTI module as well as the console logs.  https://help.mypurecloud.com/articles/diagnostic-logs-in-salesforce/

    Between these logs, you should be able to see what is going on.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Email sent directly to Genesys, pops in Salesforce but no activity record created?

    Posted 02-15-2022 13:31
    No replies, thread closed.
    Thanks Robert, CTI URL we've got is:

    https://apps.mypurecloud.com.au/crm/index.html?crm=salesforce&color=darkblue

    I see in the RC article it shows the URL as also having ?style=Salesforce Not sure what that does

    All our SF guy will have done is to change the domain part for our region.  I'll run through and see what those SF side logs show me, however the last time they turned those on it caused storage issues (this is a dev SFDC instance).

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    Vaun McCarthy
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    Original Message


  • 6.  RE: Email sent directly to Genesys, pops in Salesforce but no activity record created?

    Posted 02-15-2022 13:39
    No replies, thread closed.
    As with the old PureConnect Web Client, there was different handling of the framework in Salesforce.   I believe that allows for passing of extra data and integration with omnichannel as well as enabling some of the campaign stuff.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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