PEC-GPA/Current/Administrator/GplusTroubleshoot90 - Revision history

WikiSysop at 14:17, November 3, 2022

2022-11-03T14:17:07Z

WikiSysop at 03:02, November 3, 2022

2022-11-03T03:02:41Z

Mwest: Published

2022-10-04T19:57:01Z

Published

WikiSysop at 19:46, October 4, 2022

2022-10-04T19:46:41Z

WikiSysop at 15:46, August 24, 2022

2022-08-24T15:46:15Z

WikiSysop at 18:56, August 23, 2022

2022-08-23T18:56:28Z

Mwest: Published

2022-03-23T13:57:55Z

Published

Mwest at 19:06, February 14, 2022

2022-02-14T19:06:51Z

Mwest: Published

2022-02-11T16:43:00Z

Published

Olena.chapovska@genesys.com: Published

2021-02-23T18:44:25Z

Published

@@ Line 29: / Line 29: @@
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@@ Line 29: / Line 29: @@
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@@ Line 58: / Line 38: @@
 To find the list of configured Gplus Adapter options, search the log for the following string: '''Gplus Adapter options'''
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 }}

@@ Line 58: / Line 58: @@
 To find the list of configured Gplus Adapter options, search the log for the following string: '''Gplus Adapter options'''
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@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Expanded troubleshooting notifications
@@ Line 33: / Line 34: @@
 |anchor=ScreenPopNotifications
 |alignment=Vertical
-|structuredtext=For troubleshooting purposes, you can configure Gplus Adapter to display the same notifications in Agent Workspace when Screen Pop events are successful or unsuccessful. To enable this feature, in the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}''', create the '''salesforce.debug-notifications''' key in the '''crm-adapter''' section and set the value to '''true'''.
+|structuredtext=For troubleshooting purposes, you can configure Gplus Adapter to display the same notifications in Agent Workspace when Screen Pop events are successful or unsuccessful. To enable this feature, in the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}''', create the '''salesforce.debug-notifications''' key in the '''crm-adapter''' section and set the value to '''true'''. Refer to {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=Gplus Adapter screen pops}} for information about the screen pop search process and options.
-This screenshot is an example of a confirmation notification:
+This screenshot provides an example of a confirmation notification:
 [[File:GPA 900 Screen Pop Notification Sample.png]]
@@ Line 41: / Line 42: @@
 The notifications follow this basic form:
 ===Media type===
-{{!}}The media type line of the notification displays either or both the ANI and DNIS for voice interactions, depending on whether the '''Use ANI in Screen Pop Search''' and the '''Use DNIS in Screen Pop Search''' options are configured in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}. Gplus Adapter applies the preprocessing rules that are specified by the '''Screen Pop Preprocessing Rule''' option.
+If the interaction media type is available, Gplus Adapter displays the ANI, DNIS, email address, and so on, in this line. For voice interactions, the phone number that is displayed is dependent on the options configured in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
+===userData KVP match===
-For Email interactions, the email address is displayed.
+The user Data KVP match lines provides information about whether Gplus Adapter found key names in the interaction '''userData''' that matched '''id_''', '''cti_''', or a KVP specified by the '''RegEx to Match UserData''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
 ===Salesforce search result===
-The number of matching records found and record type and name information. If no records are found, the message "Salesforce search returned 0 records" is displayed. Multiple records might be found when the search relies upon matching a phone number or email address as sometimes more than one individual shares a phone number or email address.
+Gplus Adapter displays the number of matching records found and record type and name information based on the {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=Salesforce record search}}.
 ===Finding your notifications in Agent Workspace===
-In Agent Workspace, notifications display for a short time. To access all the notifications, open the Agent Workspace '''Notifications''' view from the Side Bar.
+In Agent Workspace, notifications display for a short time. To access all the notifications, open the Agent Workspace '''Notifications''' view from the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=Bars|display text=Side Bar}}.
+|Status=No
 }}{{Section
 |sectionHeading=Gplus information in browser log
 |anchor=BrowserLog
 |alignment=Vertical
-|structuredtext=For troubleshooting purposes, Gplus Adapter writes the list of all agent level '''crm-adapter''' option settings to the browser log.
+|structuredtext====crm-adapter option browser log messages===
 Gplus Adapter also automatically writes messages to the browser log when Screen Pop events are successful or unsuccessful, showing all the search results that Gplus found in the interaction media type, the interaction userData, and the Salesforce records database. The messages helps you to identify the root cause when a Screen Pop is unsuccessful.

@@ Line 97: / Line 97: @@
 ANI = 647401
 KVP matching cti_ found in interaction userData:
-cti_LastName = Willard
+cti_LastName = Clinton
 Salesforce search returned 1 record:

@@ Line 30: / Line 30: @@
 |Status=No
 }}{{Section
-|sectionHeading=Screen Pop Notifications
+|sectionHeading=Expanded screen pop events notifications
 |anchor=ScreenPopNotifications
 |alignment=Vertical
-|structuredtext=To troubleshoot successful and failed screen pop record search, Gplus Adapter can display notifications informing you of why the Salesforce record was not found for screen pop.
+|structuredtext=For troubleshooting purposes, you can configure Gplus Adapter to display the same notifications in Agent Workspace when Screen Pop events are successful or unsuccessful. To enable this feature, in the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}''', create the '''salesforce.debug-notifications''' key in the '''crm-adapter''' section and set the value to '''true'''.
-The following are examples of Salesforce error notifications when the Salesforce records are searched for screen pop:
+This screenshot is an example of a confirmation notification:
 <ul>
-<li><p>Screen pop by id where record search is by object id.</p>
+<li><p>When KVP id_ exists in interaction userData</p>
-<p>Record found and screen pop successful:</p>
+[[File:WWE_900_KVP_id_exists_in_interaction_userData.png|Screen pop message when id_ exists in the interaction userData|400px]]
-[[File:xx.png|400px]]
+</li>
-<p>Incorrect record found but screen pop successful:</p>
+<li><p>When Matching KVP exists in interaction userData</p>
-[[File:xx.png|400px]]
+[[File:WWE_900_Matching_KVP_exist_in_interaction_userData.png|Screen pop message when Matching KVP exists in interaction userData|400px]]
-<p>Record not found and screen pop unsuccessful:</p>
+</li>
-[[File:xx.png|400px]]
+<li><p>Matching KVP doesn't exist in interaction userData</p>
 </li>
-<li><p>Screen pop by record search is by query.</p>
+<li><p>Salesforce search returns multiple results</p>
-<p>Record found and screen pop successful:</p>
+[[File:WWE_900_Salesforce_search_returns_multiple_results.png|Screen pop message when Salesforce search returns multiple results|400px]]
 </li>
-<li><p>Create new record and screen pop.</p>
+<li><p>Salesforce Search returns 0 records</p>
-<p>Record created and screen pop successful:</p>
+[[File:WWE_900_Salesforce_Search_returns_0_records.png|Screen pop message when Salesforce Search returns 0 records|400px]]
 </li>
 </ul>
 |Status=Yes
 }}{{Section
-|anchor=BrowserLogs
+|sectionHeading=Gplus information in browser log
 |alignment=Vertical
-|structuredtext={{NoteFormat|For troubleshooting purposes, Gplus Adapter writes the list of all agent level crm-adapter option settings to the browser log.|2}}
+|structuredtext=For troubleshooting purposes, Gplus Adapter writes the list of all agent level '''crm-adapter''' option settings to the browser log.
 |Status=No
 }}
 }}

@@ Line 8: / Line 8: @@
 |Section={{Section
 |sectionHeading=Expanded troubleshooting notifications
-|anchor=Notifications
+|alignment=Vertical
 |alignment=Vertical
 |structuredtext=To troubleshoot Salesforce Client API '''saveLog()''' method errors, Gplus Adapter can display notifications. To fix '''saveLog()''' method errors, validate your Salesforce configuration, and ensure that the interaction data matches your Salesforce configuration.
 The following are examples of Salesforce error notifications when the Salesforce '''saveLog()''' method is called: <ul>
-<li><p>Mismatch between the name of the field in custom field mapping and Salesforce field label for Activity object.</p>
+<li><p>Mismatch between the name of the field in {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusActivityHistory90|anchor=Mapping|display text=custom field mapping}} and Salesforce field label for Activity object.</p>
 [[File:GAPI_900_Gplus_Field_Mismatch_Error.png|400px]]
 </li>
@@ Line 23: / Line 28: @@
 </li>
 </ul>
-To configure troubleshooting and confirmation notifications, in the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}''', create the '''salesforce.debug-notifications''' key in the '''crm-adapter''' section and set the value to '''true'''.
+|Status=No
 |Status=No
 }}
 }}