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  • 1.  Issues with SalesForce Lightening Integration

    Posted 07-10-2023 11:42
    No replies, thread closed.

    We are working on transitioning from SalesForce Classic to SalesForce Lightening ane we are encountering the following issues:

    *On an incoming calls the phone number is either not searching or not matching a patient number so the patient profile is not popping up

    *Calls are not being saved to the case when on the case in edit mode, after the call has disconnected

    *When transitioning from a shell to a case record, user receives a pop up message to reload the page which wil drop the call if reloaded.

    We have been following the Genesys provided documentation in relation to SalesForce Lightening and are still seeing this issue.

    Any direction or help is appreciated!

    Tina


    #Integrations
    #SystemAdministration

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    Tina Yocum
    Nxstage Medical, Inc.
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  • 2.  RE: Issues with SalesForce Lightening Integration

    Posted 07-16-2023 04:53
    No replies, thread closed.

    First, you need to make sure you are loading the correct CTI call center file for Lightning.  As for the screen pops, you need to normalize your phone numbers in Genesys Cloud to match what SDFC has recorded or use Lighting on the incoming call to normalize and search for the record.  It is best if you can to use Lightning flows instead of the built-in CTI pops.  I also found it easier to look up the record in Architect and then send that as the screen pop through the participant data as mentioned in the resource center - less errors than counting on the normal pop and searching in SalesForce.  As for the later, make sure users are opening the WebRTC in a separate window through their preferences.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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