Genesys Cloud - Main

We are using the Genesys Cloud for Salesforce installed package and have configured various fields (e.g. Phone Number, Genesys URL, Call Start Time, Genesys Queue) in the Activity Field Mapping section in both our Production and Sandbox Salesforce environments.

The mapped fields are filled as expected in the Activity when taking a call in our Salesforce Production environment, but the mapped fields are not filled when taking a call in our Salesforce Sandbox environment (although the default fields such as Call Type, Call Result, Duration are filled).   

As the mapping configuration looks identical in both Salesforce environments I'm wondering if there is some other configuration or action that needs to be done.

(Also logged on a Salesforce community site.)

Thanks 

Are the call flows the same in Genesys?  Sounds like you missing the Set Attribute on the flow that is destined to the sandbox.  I would log into the Salesforce sandbox and to the production Genesys ORG and call the production number.  

We are using the Genesys Cloud for Salesforce installed package and have configured various fields (e.g. Phone Number, Genesys URL, Call Start Time, Genesys Queue) in the Activity Field Mapping section in both our Production and Sandbox Salesforce environments.

The mapped fields are filled as expected in the Activity when taking a call in our Salesforce Production environment, but the mapped fields are not filled when taking a call in our Salesforce Sandbox environment (although the default fields such as Call Type, Call Result, Duration are filled).   

As the mapping configuration looks identical in both Salesforce environments I'm wondering if there is some other configuration or action that needs to be done.

(Also logged on a Salesforce community site.)

Thanks 

Thanks for your response. We only have a Genesys production organisation, and the same flow was used to compare Salesforce Production with Salesforce Sandbox as per your suggestion.

Regards
Sarah

Are the call flows the same in Genesys?  Sounds like you missing the Set Attribute on the flow that is destined to the sandbox.  I would log into the Salesforce sandbox and to the production Genesys ORG and call the production number.  

We are using the Genesys Cloud for Salesforce installed package and have configured various fields (e.g. Phone Number, Genesys URL, Call Start Time, Genesys Queue) in the Activity Field Mapping section in both our Production and Sandbox Salesforce environments.

The mapped fields are filled as expected in the Activity when taking a call in our Salesforce Production environment, but the mapped fields are not filled when taking a call in our Salesforce Sandbox environment (although the default fields such as Call Type, Call Result, Duration are filled).   

As the mapping configuration looks identical in both Salesforce environments I'm wondering if there is some other configuration or action that needs to be done.

(Also logged on a Salesforce community site.)

Thanks 

The next is to check the attribute mapping between the two instances of Salesforce.  See if you have the c_attribute mapped for each one of the Genesys Cloud attributes.  Finally, are you just using attributes to fill the page or using Flow to create that activity?

Thanks for your response. We only have a Genesys production organisation, and the same flow was used to compare Salesforce Production with Salesforce Sandbox as per your suggestion.

Regards
Sarah

Are the call flows the same in Genesys?  Sounds like you missing the Set Attribute on the flow that is destined to the sandbox.  I would log into the Salesforce sandbox and to the production Genesys ORG and call the production number.  

We are using the Genesys Cloud for Salesforce installed package and have configured various fields (e.g. Phone Number, Genesys URL, Call Start Time, Genesys Queue) in the Activity Field Mapping section in both our Production and Sandbox Salesforce environments.

The mapped fields are filled as expected in the Activity when taking a call in our Salesforce Production environment, but the mapped fields are not filled when taking a call in our Salesforce Sandbox environment (although the default fields such as Call Type, Call Result, Duration are filled).   

As the mapping configuration looks identical in both Salesforce environments I'm wondering if there is some other configuration or action that needs to be done.

(Also logged on a Salesforce community site.)

Thanks