divya.b.prabhu | 2019-07-11 13:58:18 UTC | #1
Hi @GenesysCommunity, @Richard.Schott,
I have configured OAuth for Salesforce integration and test is successful But I am not seeing the additional Omnichannel sync options like When Handling a work item in Salesforce and when interacting in PureCloud. I do not see the refresh button also. Why is that so?
Please let me know what else I have to configure?
Thanks for all the support @Richard.Schott
Richard.Schott | 2019-07-11 14:27:43 UTC | #2
Those are completely separate features, and you're simply in the wrong place. The omni-channel status sync is part of the call center definition file settings (under the "client settings" tab in your screen shot above), and is intended to synchronize statuses between the embedded client and Salesforce omni-channel. In order to see the additional settings you need to click the check box titled "enable omni-channel sync" (also in your screen shot above).
The Oauth client is for use with the Salesforce email routing and Campaign Management features, as both of those features rely on the PureCloud Public API to insert objects into the PureCloud platform (create email conversations and create/update dialer campaigns/contact lists, respectively). These features have little to do with Salesforce omni-channel, as the Email routing feature is intended to utilize PureCloud as the work distribution engine IN PLACE OF SALESFORCE OMNI-CHANNEL in order to unify work distribution, reporting, WFM considerations, etc.
divya.b.prabhu | 2019-07-11 16:35:53 UTC | #3
Hi @Richard.Schott,
My question here is why am I not able to see the extra 2 configuration: When Salesforce interacting and when Purecloud interacting
Please help with this configuration.
Richard.Schott | 2019-07-11 17:06:00 UTC | #4
You're likely on an older version of the managed package. There have been changes to the omni-channel sync feature over the last year, and every change to the administration screens within Salesforce require new versions of the managed package to be installed.
system | 2019-08-11 17:12:31 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 5544