Genesys Cloud - Main

We are getting an error:

You are not licensed to use this product. Please contact your administrator.

Managed package was installed on the Salesforce side and call center setup per the Genesys instructions (set correct region, assigned new call center to my user, etc).

I updated permissions for my user so that it includes the embeddable framework permissions on the Genesys side but I still get this error.  Does anyone have any ideas or insight into any other requirements or what licensing it is referencing?  Thank you so much for any help!

#Implementation
#Integrations

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Maureen Shaw
Helpware Inc
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Maureen,

Does you have a role set up in Genesys with the Integration > SalesForce > Agent permission?  We use a different CRM, but have the same type of issue if the user isn't assigned the roll with the permission that applies the license to them.

Thank you,

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Jason Tripp
Independent Health Association, Inc.
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Thank you for your response, Jason!  I had added all integration permissions to my user as part of this testing but still have the same problem.  Do you know if special licensing was needed for your integration to work?  Thanks!

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Maureen Shaw
Helpware Inc
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Original Message:
Sent: 08-29-2023 08:10
From: Jason Tripp
Subject: Salesforce client embedded framework Genesys phone error

Maureen,

Does you have a role set up in Genesys with the Integration > SalesForce > Agent permission?  We use a different CRM, but have the same type of issue if the user isn't assigned the roll with the permission that applies the license to them.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

I would edit a role and make sure that you can find the integration >SalesForce >Agent permission there.  If you had the permission assigned to you, it would be listed in this view separately.  

If the permission is there, make sure it is assigned in a role that you have.  If it is not there, SalesForce may not be installed completely in your region of Genesys.  

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Jason Tripp
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 08-29-2023 09:37
From: Maureen Shaw
Subject: Salesforce client embedded framework Genesys phone error

Thank you for your response, Jason!  I had added all integration permissions to my user as part of this testing but still have the same problem.  Do you know if special licensing was needed for your integration to work?  Thanks!

------------------------------
Maureen Shaw
Helpware Inc
------------------------------


Original Message:
Sent: 08-29-2023 08:10
From: Jason Tripp
Subject: Salesforce client embedded framework Genesys phone error

Maureen,

Does you have a role set up in Genesys with the Integration > SalesForce > Agent permission?  We use a different CRM, but have the same type of issue if the user isn't assigned the roll with the permission that applies the license to them.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Thank you Jason!  I think you are correct; I don't see the Salesforce specific integration permissions.  We have reached out to our account manager to add the Salesforce CTI licenses that are required.  Thanks again for your help and prompt responses!

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Maureen Shaw
Helpware Inc
------------------------------

Original Message:
Sent: 08-29-2023 14:08
From: Jason Tripp
Subject: Salesforce client embedded framework Genesys phone error

I would edit a role and make sure that you can find the integration >SalesForce >Agent permission there.  If you had the permission assigned to you, it would be listed in this view separately.  

If the permission is there, make sure it is assigned in a role that you have.  If it is not there, SalesForce may not be installed completely in your region of Genesys.  

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 08-29-2023 09:37
From: Maureen Shaw
Subject: Salesforce client embedded framework Genesys phone error

Thank you for your response, Jason!  I had added all integration permissions to my user as part of this testing but still have the same problem.  Do you know if special licensing was needed for your integration to work?  Thanks!

------------------------------
Maureen Shaw
Helpware Inc


Original Message:
Sent: 08-29-2023 08:10
From: Jason Tripp
Subject: Salesforce client embedded framework Genesys phone error

Maureen,

Does you have a role set up in Genesys with the Integration > SalesForce > Agent permission?  We use a different CRM, but have the same type of issue if the user isn't assigned the roll with the permission that applies the license to them.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Hi Maureen,

Have you definately configured the salesforce lightening app? 

i would check from the user network logs to see where the request is getting denied from. In the console logs you should also see what permission if any is missing.

Thanks

Damien

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Damien collard
IP Integration Limited
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