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Maureen Shaw

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RE: Salesforce API Integration works in test but doesn't update when called in data action

Posted By Maureen Shaw 05-15-2024 01:09
Found In Egroup: Genesys Cloud - Main \ view thread
I figured out the issue was because the agent did not have the correct permissions to execute the action (Integration.action.execute). ------------------------------ Maureen Shaw Helpware Inc ------------------------------

Salesforce API Integration works in test but doesn't update when called in data action

Posted By Maureen Shaw 05-13-2024 17:40
Found In Egroup: Genesys Cloud - Main \ view thread
What is the best way to troubleshoot a Salesforce API integration that works when run in test mode in the action but when I call that action (in a step in a button from within a script), it doesn't go down the error leg but it also doesn't update Salesforce? When I run the action in test (it is a PATCH ...

RE: Salesforce OAuth

Posted By Maureen Shaw 03-14-2024 00:27
Found In Egroup: Genesys Cloud - Main \ view thread
I was able to get a similar setup working by creating an integration to generate the token by setting the Oauth fields that I needed (see below). What issue are you having with getting an Oauth integration/data action working? ------------------------------ Maureen Shaw Helpware Inc ...

RE: Error when trying to configure outbound routes

Posted By Maureen Shaw 10-18-2023 23:42
Found In Egroup: Genesys Cloud - Main \ view thread
Figured it out...it is because this is not BYOC so Genesys Cloud requires the number associated with the location to be a Genesys provisioned, emergency capable (confirmed in Number Management with the green check mark under the Emergency Capable column) number. ------------------------------ Maureen ...

Error when trying to configure outbound routes

Posted By Maureen Shaw 10-18-2023 10:47
Found In Egroup: Genesys Cloud - Main \ view thread
I am getting an error (see below) when trying to enable the outbound route. I have made sure that the numbers I have tried are ELIN capable but they are NOT Genesys Cloud Numbers. This is the first time I have tried to enable the outbound route when it is not BYOC so I am sure it is something simple ...

RE: Web Messaging with Cobrowse is only displaying the webpage background

Posted By Maureen Shaw 10-12-2023 01:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Paul...thank you for your response! It is public. We figured out that it was because the client implemented it outside of the iframe, which was causing the issue. They had implemented it that way because they needed to track the form usage. Once they made the change, it resolved the display problem. ...

Web Messaging with Cobrowse is only displaying the webpage background

Posted By Maureen Shaw 10-10-2023 00:24
Found In Egroup: Genesys Cloud - Main \ view thread
After configuring cobrowse for web messaging, I am able to log in as an agent, receive a chat, click the cobrowse button and even request control but the only thing displayed on my agent screen is the background color of the customer web page. I can use the drawing tool and draw on the page and it displays ...

RE: Configure WSDA to connect to Salesforce

Posted By Maureen Shaw 10-07-2023 02:12
Found In Egroup: Genesys Cloud - Main \ view thread
Figured it out! With the help of this post (https://developer.genesys.cloud/forum/t/salesforce-data-action-to-use-oauth-2-0/13871) except for the grant type, which I set to password. I was able to test this out in Postman first (breaking it out into 2 steps to get the token and then make request instead ...

Configure WSDA to connect to Salesforce

Posted By Maureen Shaw 10-03-2023 01:32
Found In Egroup: Genesys Cloud - Main \ view thread
I am trying to connect to Salesforce from our Genesys instance in order to pull back customer accounts on an ANI match. This is working in Postman currently with an Authorization Code grant type, which will create a browser prompt for my service username and password to generate the token (clientID and ...

Scheduled callback across divisions

Posted By Maureen Shaw 10-02-2023 02:09
Found In Egroup: Genesys Cloud - Main \ view thread
Is there a way to schedule a callback for a different division? We have to have separate divisions in order to keep data and call routing separate but need to ability to send scheduled calls to the users in the other division in a specific use case. Thanks! #Implementation ------------------------------ ...

RE: Salesforce client embedded framework Genesys phone error

Posted By Maureen Shaw 08-30-2023 15:42
Found In Egroup: Genesys Cloud - Main \ view thread
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! ------------------------------ Maureen Shaw Helpware ...

RE: Salesforce client embedded framework Genesys phone error

Posted By Maureen Shaw 08-29-2023 09:37
Found In Egroup: Genesys Cloud - Main \ view thread
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 --- ...

Salesforce client embedded framework Genesys phone error

Posted By Maureen Shaw 08-29-2023 01:08
Found In Egroup: Genesys Cloud - Main \ view thread
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 ...