Difference between revisions of "PEC-GPA/Current/Administrator/GplusTroubleshoot90"

Revision as of 19:46, October 4, 2022

This topic is part of the manual Gplus Adapter for Salesforce Administrator's Guide for version Current of Gplus Adapter for Salesforce.

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. Refer to Gplus Adapter screen pops for information about the screen pop search process and options.

This screenshot provides an example of a confirmation notification:

The notifications follow this basic form:

Media type

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 Agent Setup.

userData KVP match

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 Agent Setup.

Salesforce search result

Gplus Adapter displays the number of matching records found and record type and name information based on the 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.

Gplus information in browser log

crm-adapter option browser log messages

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

To find the list of configured Gplus Adapter options, search the log for the following string: Gplus Adapter options

Screen Pop 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.

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

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
+|Role=Administrator
 |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}}.
-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 {{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}}.
-===Sample messages===
-The following are sample messages for different Screen Pop scenarios:
-<ul>
-<li><p>When KVP id_ exists in interaction userData</p>
-[[File:WWE_900_KVP_id_exists_in_interaction_userData.png|Screen pop message when id_ exists in the interaction userData|400px]]
-</li>
-<li><p>When Matching KVP exists in interaction userData</p>
-[[File:WWE_900_Matching_KVP_exist_in_interaction_userData.png|Screen pop message when Matching KVP exists in interaction userData|400px]]
-</li>
-<li><p>Matching KVP doesn't exist in interaction userData</p>
-[[File:WWE_900_Matching_KVP_doesnt_exist_in_interaction_userData.png|Screen pop message when Matching KVP doesn't exist in interaction userData|400px]]
-</li>
-<li><p>Salesforce search returns one record</p>
-[[File:WWE_900_Salesforce_search_returns_1_record.png|Screen pop message when Salesforce search returns one record|400px]]
-</li>
-<li><p>Salesforce search returns multiple results</p>
-[[File:WWE_900_Salesforce_search_returns_multiple_results.png|Screen pop message when Salesforce search returns multiple results|400px]]
-</li>
-<li><p>Salesforce Search returns 0 records</p>
-[[File:WWE_900_Salesforce_Search_returns_0_records.png|Screen pop message when Salesforce Search returns 0 records|400px]]
-</li>
-</ul>
 ===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
-[[File:GPA 900 WWE Notifications Icon.png]]
-===More troubleshooting===
-For more information about troubleshooting Gplus Adapter for Salesforce, refer to {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusTroubleshoot90}}.
-|Status=Yes
 }}{{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===
+For troubleshooting purposes, Gplus Adapter writes the list of all agent level '''crm-adapter''' option settings to the browser log.
+To find the list of configured Gplus Adapter options, search the log for the following string: '''Gplus Adapter options'''
+===Screen Pop 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.

Gplus Adapter for Salesforce Administrator's Guide

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