PEC-GPA/Current/Administrator/GplusTroubleshoot90

If you are having issues with Gplus Adapter integration with Salesforce, you can try some of these solutions.

Related documentation:

• How Gplus Adapter for Salesforce works

Expanded troubleshooting notifications

To configure troubleshooting and confirmation notifications, in the Agent Annex or Agent Group Annex, create the salesforce.debug-notifications key in the crm-adapter section and set the value to true.

Salesforce Client API saveLog() method error Notifications

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:

• Mismatch between the name of the field in custom field mapping and Salesforce field label for Activity object.

  

• When interaction userData type does not match Salesforce object custom field data type.

  

• When Salesforce Object validation rule formula results in an error.

  

Expanded screen pop events notifications

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 Agent Annex or Agent Group Annex, create the salesforce.debug-notifications key in the crm-adapter section and set the value to true.

This screenshot is an example of a confirmation notification:

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 Agent Setup. Gplus Adapter applies the preprocessing rules that are specified by the Screen Pop Preprocessing Rule option.

For Email interactions, the email address is displayed.

This line is omitted for Chat and Workitem interactions, if no media type is found, and in the case where id_ is found in the interaction userData.

KVP information

The KVP information line 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 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.

Sample messages

The following are sample messages for different Screen Pop scenarios:

• When KVP id_ exists in interaction userData

  

• When Matching KVP exists in interaction userData

  

• Matching KVP doesn't exist in interaction userData

  

• Salesforce search returns one record

  

• Salesforce search returns multiple results

  

• Salesforce Search returns 0 records

  

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.

More troubleshooting

For more information about troubleshooting Gplus Adapter for Salesforce, refer to Troubleshooting Gplus Adapter Integration with Salesforce.

Gplus information in browser log

For troubleshooting purposes, Gplus Adapter writes the list of all agent level crm-adapter option settings to the browser log.

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.

To find the Screen Pop browser log message, search the log for the following string: Screen Pop processing

The following is an example of a browser log message for a successful Screen Pop:

2022-08-16 14:04:41.230 [DEBUG] [WWE.Main.Application] Screen Pop processing:
ANI = 647401
KVP matching cti_ found in interaction userData:
cti_LastName = Clinton

Salesforce search returned 1 record:
Type: Contact
Name: Willard Clinton