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  • 1.  Integration between Salesforce and PureCloud campaigns are not working

    Posted 01-07-2020 09:49
    No replies, thread closed.
    Hi,

    I have been able always to run succesfully campaigns created in Salesforce (and automatically populated in PureCloud through Purecloud for Salesforce integration), but recently (aprox since mid december) new campaigns are not working (with this particular integration).

    I have tested with two different Purecloud org, sync'ed with different Salesforce instances, and although campaign created in SF populates in Purecloud (also its contact list), the Dialer just doesn't dial (if I create manually a campaign&contact list with same attributes in Purecloud, Dialer works perfectly).

    I have an open ticket for several weeks with Genesys support, but we're going around in circles. So, please, question to anybody that uses this integration frequently: if you create a campaign now in Salesforce, it works correctly in Purecloud? it seems old campaigns, created before december are not affected. Could you please do that test? Would be great that other people confirmated if I'm the only one affected or not.

    PD: I have reduced complexity of the campaigns to the minimum, to ensure no filtering or rules may affect, but still, no success.

    Thanks!



    #Outbound

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    Daniel Ondiviela
    LeadClic
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  • 2.  RE: Integration between Salesforce and PureCloud campaigns are not working

    Posted 01-07-2020 11:50
    No replies, thread closed.
    Best thing to try is to upload a contact or two in PureCloud to that list and try to run the campaign locally in PureCloud.  One thing that gets missed is the GUID for the queue in the Queue ID space in SFDC.  Check Outbound functionality in PureCloud before checking the integration.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Integration between Salesforce and PureCloud campaigns are not working

    Posted 01-08-2020 05:22
    No replies, thread closed.
    I think I have found the problem.

    Contact list doesn't accept any accent mark in the column headers (for example "Teléfono", the spanish word for phone). If I make a contact list in Purecloud with "Teléfono" as the container column for the phone numbers, it doesn't dial (and it is not related to Salesforce at all).

    So a simple workaround would be "don't use accent marks". Where is the problem? Now is when Salesforce comes in.

    Within "purecloud campaign setting" object in Salesforce you can configure the phone fields that will be used as phone columns in Purecloud's contact list.  "Teléfono" and "Móvil" are Salesforce default ones in Spanish. It's impossible to change them. But that values are the labels, not the API names (that are in English). Question is, why the integration uses labels and not API names?? It's completely incoherent, labels are only for user/interface purposes, not for internal logic or integrations like this... I have reported this to Genesys support.

    ------------------------------
    Daniel Ondiviela
    LeadClic
    ------------------------------

    Original Message


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