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  • 1.  Salesforce synchronization issue

    Posted yesterday

    Hi team ! 

    One of my customers has been experiencing several issues since last December, affecting certain users randomly within the Genesys banner in Salesforce (Genesys Cloud for Salesforce connector).

    1. Loss of Salesforce–Genesys Synchronization

    This issue appears in the call toolbar with the following symptoms:

    • The completed interaction remains active in the call toolbar.
    • This stuck interaction prevents the agent from receiving a new call and must be manually cleared by a Genesys administrator

    2. Difficulties Logging In to the Call Toolbar

    Agents encounter the following problems:

    • Inability to log in to the call toolbar.
    • Inability to select the "On Queue" status in the toolbar.

    3. Other Reported Issues

    Several users are also experiencing brief audio dropouts during Genesys conversations.

    The following actions were attempted without success:

    • Reconnecting the agent to the call toolbar
    • Restarting the session
    • Uninstalling and then reinstalling the Open CTI license
    Genesys Support is telling us that the issue comes from Salesforce, but we're not really sure which direction to explore on the Salesforce side. Has anyone here already encountered this type of problem? Do you have any ideas on what actions we could try in Salesforce?
    Thanks in advance community !  :-)
    Catherine 


    #API/Integrations
    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #Telephony
    #Other

    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------


  • 2.  RE: Salesforce synchronization issue

    Posted yesterday

    Hello Catherine, 

    I can give you some tips from what I have seen before. 

    For issue 1 this is normally caused by edge device issues or webrtc persistent connections. I would start looking there. 

    For issues 2 this is usually and issue with the Salesforce permissions and/or browser settings. I would start your investigation with the following:

    1. Apex Class Access:
      1. purecloud.CustomCallCenterSettings
      2. purecloud.PureCloudChatTranscriptService (if saving chat transcripts)
      3. purecloud.CTIContactSearchService (if using Contact Search)
      4. purecloud.PCInteractionUtilityController (if using GenesysCloudInteractionUtility in Lightning Experience)

    Verify these permissions are granted through SF permissions sets. 

    2. Browser setting:

      • Third-party cookies and data must be enabled in browser settings

      localStorage and sessionStorage must be enabled (these are disabled in Incognito mode)

      Pop-up blockers must be disabled for WebRTC phones

    I would also check if you are on the most recent managed package as well. This should be a good place to start, if you havent already. 

    Hope this helps!



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Salesforce synchronization issue

    Posted 15 hours ago 
    I had this problem (item 1) with the old connector, and it was because I had Chrome windows open simultaneously in both tools, causing a conflict.


    ------------------------------
    Lilian Lira
    Services and Developer Manager
    ------------------------------

    Original Message


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