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Salesforce Data Action fails to identify Contact a/o mid-February

  • 1.  Salesforce Data Action fails to identify Contact a/o mid-February

    Posted 06-05-2025 18:40

    Duncan_Stewart | 2018-03-14 19:25:16 UTC | #1

    This is using the Web integration, not the Bridge Server. We've been using the standard GetContactByPhoneNumber* Salesforce Data action, and then leveraging the Contact.Id in our own webservice-based Data Actions. As of last month (release of Spring '16..?), the GetContactByPhoneNumber query is either timing out, or failing to locate a contact, even in test scenarios where we know there's only one Contact record w/ a matching phone number.

    At the moment I can't tell which scenario is happening - both (time out & single Contact not found) route the call to our primary Customer Service queue.

    I have another web service that should identify which scenario is occurring; I was wondering whether anyone else has seen this recently..?

    • I'm fairly certain this is the action; I've managed to lock myself out of apps.mypurecloud.com for the moment.

    Duncan

    Jason_Mathison | 2018-03-15 14:21:47 UTC | #2

    Once you have access to PureCloud please run some tests with the action in the test mode UI. It will show you if the lookup is succeeding/failing and give you a feel for how long it is taking to return results.

    We have not had any other reports of issues with this action, nor have our related automated tests been failing.

    Duncan_Stewart | 2018-03-15 15:04:33 UTC | #3

    Thanks Jason --

    Unfortunately, when I run the Test on Get Contact By Phone Number I get the following response: { "status": 403, "code": "not.authorized", "message": "You are not authorized to perform the requested action.", "messageParams": {}, "contextId": "b4a685d0-dece-4cf4-aebb-672d6a8cbbf9", "details": [], "errors": [ { "status": 403, "code": "NOT_AUTHORIZED", "message": "REST call for action execute failed. Message:Request to backend service failed. To see error details, execute request in Postman, or other REST tools. [b4a685d0-dece-4cf4-aebb-672d6a8cbbf9] [b4a685d0-dece-4cf4-aebb-672d6a8cbbf9]", "messageParams": {}, "details": [], "errors": [] } ] }

    Any reason that you can think of why I'm getting that error?

    Jason_Mathison | 2018-03-15 17:02:14 UTC | #4

    That 403 is being returned by Salesforce. It would appear that while the credentials you are using are valid to authenticate to Salesforce, they are missing a required permission to do the query.

    Duncan_Stewart | 2018-03-15 17:15:44 UTC | #5

    Well that's curious, as those credentials belong to System Administrator.

    Thanks, Jason!

    digging ...

    Duncan_Stewart | 2018-03-15 17:41:37 UTC | #6

    Login was successful, permissions were fine(?), but I needed to reset the Salesforce pw before the queries started working again. Not sure I understand that one ...

    Okay, I have an Action Config. question, but I'll do that separately.

    Thanks again for the help!

    system | 2018-04-15 17:41:42 UTC | #7

    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: 2609



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