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  • 1.  Inbound Call Flow not working properly.

    Posted 06-08-2018 13:04
      |   view attached
    No replies, thread closed.
    Hello all, 

    I have an issue with the inbound bound call flow not working properly.. We are using Salesforce integration and when a caller calls in:
    1. Lookup the Contact by Phone Number (Success Output is Task.ContactId)
    2. Get Most Recent Open Case by Contact (Success Output is Task.CaseSubject)
    3. Prompt user on if they are calling in about most recent case
    4. If yes forward to ACD queue with case information for technician
    5. If no forward to ACD with just contact ID information
    The call flow as it stands, seems to fail at the first step. The call will immediately go to the Queue flow and the technician does get the Salesforce information to show up in their SalesForce Purecloud window.

    I've opened a ticket with support but I've been disappointed with their response. Attached is the screenshot of the flow as I can't upload the call flow itself...

    Any feedback is greatly appreciated!
    Alex

    ------------------------------
    Alex Meyer
    Sonic Foundry, Inc.
    ------------------------------


  • 2.  RE: Inbound Call Flow not working properly.

    Posted 06-08-2018 13:53
    No replies, thread closed.
    Hi Alex,

    Check to see if the response from the salesforce action is returning 0 or more than 1 result.  Have you tried using the test function for the data action?  https://help.mypurecloud.com/articles/test-data-actions-integrations/  I looked at one of the failures, the input looked like
     "PHONE_NUMBER": "tel:+1608*******" (not posting some guy's phone number all over the internet)

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Inbound Call Flow not working properly.

    Posted 06-11-2018 11:23
      |   view attached
    No replies, thread closed.
    Thank you! 

    I had no idea that I could test the data actions individually! I went ahead and tested but got an authentication error. I don't know if this error is from PureCloud itself or from Salesforce?

    I have attached the screenshotted error.

    Here is the output directly:
    {
    "status": 403,
    "code": "not.authorized",
    "message": "You are not authorized to perform the requested action.",
    "messageParams": {},
    "contextId": "e67234e1-d8c9-44eb-9bbc-8d3020370e44",
    "details": [],
    "errors": [
    {
    "status": 403,
    "code": "NOT_AUTHORIZED",
    "message": "REST call for action execute failed. Message:Request to backend service failed. Response from web service: [{\"message\":\"The users password has expired, you must call SetPassword before attempting any other API operations\",\"errorCode\":\"INVALID_OPERATION_WITH_EXPIRED_PASSWORD\"}] [e67234e1-d8c9-44eb-9bbc-8d3020370e44] [e67234e1-d8c9-44eb-9bbc-8d3020370e44]",
    "messageParams": {},
    "details": [],
    "errors": []
    }
    ]
    }

    ------------------------------
    Alex Meyer
    Sonic Foundry, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Inbound Call Flow not working properly.

    Posted 06-12-2018 07:41
    No replies, thread closed.
    Alex,

    the 403 is coming from your web service, specifically "The users password has expired, you must call SetPassword before attempting any other API operations".  This is directly from the error message listed in the UI.  

    Had the 403 been generated from PureCloud, you would not have been able to test the action, as an "unauthorized" error would have completely blocked its execution.  

    Since this is a Salesforce data action, when you reset the user's password you'll want to also grab the updated security token that is sent via email on a password reset, as both of the password and security token are used in the API call.  When you receive the token by email, update the username, password, and security token in the credentials for the integration.  That should resolve your error and let you get back to testing your action.  


    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


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