FAQs: Troubleshoot

Limits define thresholds for specific areas of the Genesys Cloud API. These guardrails help to safeguard Genesys services from abusive and unexpected traffic patterns, encourage efficient use of billable resources, and protect customers from unexpected usage.

Genesys defines limitations in the Developer Center. For more information about limitations and limits that are specific to a feature, see Limits in the Developer Center. For information about Genesys Cloud system requirements, see Genesys Cloud system requirements.

If a user’s role is in one division, and a queue is in another division, the user would be unable to see the queue. This would result in an unknown queue message. Users and queues must be in the same division.

Genesys is dedicated to assisting with your automated testing needs through our Automated Testing Support program. This program, enhanced by our direct testing experience, customer tests, and regular reviews, provides valuable guidance on testing best practices. If you are considering automated testing, we encourage you to connect with your Genesys or partner team to learn more about the program and review process.

Genesys wants you to have confidence in the Genesys Cloud platform and all its associated features, such as data action integrations with your systems, call delivery through your network, and more. Therefore, as part of our standard process, Genesys conducts thorough load testing at twice the peak regional load. Our internal load testing involves automated (synthetic) transactions replicating the traffic characteristics and capabilities observed in the production environment. This traffic encompasses inbound calls, outbound calls, chats, and messaging.

Genesys also continually monitors Genesys Cloud and customer traffic to detect any irregularities in production environments. Specific limits are set for Genesys Cloud organizations to protect services from abusive and unexpected traffic, promote efficient use of billable resources, and safeguard against unexpected usage. For more information about these limits, see Limits.

Unusual traffic may be caused by automated testing, unauthorized load testing, abusive access, or misconfiguration. Such irregularities could be seen as a Denial of Service (DoS) attack on Genesys Cloud or its customers. This type of traffic can trigger alarms, which can lead to notifications to Genesys- and end-customer personnel and result in additional costs.

Genesys Cloud understands that your credentials and secrets are sensitive information, and we treat them with the utmost care. We encrypt your credentials and secrets and store them in a secured environment. Some of the strict security measures that we implement include:

• Store credentials in a highly encrypted manner with extra security and cryptographic protections
• Provide additional access controls to limit sharing to only those services that require your credentials
• Establish safeguards to ensure that credentials are inaccessible to the Genesys Cloud engineers in any format
• Ensure that credentials are not available through the public API
• Transmit credentials internally to the services that actually use them in an encrypted manner

For more information about Genesys Cloud security, see About security and compliance.

These two pieces of client-side data work together with platform-side logs to provide Product Support a full picture of any problems.

This message appears if one or more users have duplicate phone numbers in the Contact information section of their profile. One of the most common examples of this problem is having a remote station number in one of the Work Phone fields and in the Cell Phone field. To resolve this problem, remove the remote station number from the Work Phone field.

The remote station number should never appear in the Work Phone 1–4 fields.

If you want to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab. To Access the Product Ideas Lab and add your idea, follow these steps:

1. Sign in to the Genesys Knowledge Network.
   Note: Some Genesys Knowledge Network resources are available to the public; others, like the Product Ideas Lab, are only available to authenticated users. For more information, see How do I access the Genesys Knowledge Network?
2. Click Home.
3. On the Product Ideas Lab card, click Browse and Submit Ideas.
4. From the Product Ideas Lab page, click Add a Product Idea.

You can also view and vote for existing ideas.

Genesys Cloud for Salesforce gathers data that you can add as default or custom fields to certain Salesforce pages, such as Task Detail. These fields do not appear by default on Salesforce pages. Add the fields and then for new layouts, assign the layout to users.

1. Add fields.
   1. In Salesforce Classic, click Setup.
   2. Search for and click Task Page Layouts under Build > Customize > Activities.
   3. Add a page layout or edit an existing one.
      • New page layout: Click New.
      • Existing page layout: Click Edit next to the Page Layout Name. 
   4. Drag a field, such as Call Duration, from the Task Layout list to the Task Detail section.
      • Default fields: For a list of default fields that you can use, see the Default fields in Salesforce section at Synchronize interaction attributes. 
      • Custom fields: First create and map custom fields. For more information, see How do I add a custom field to my Salesforce pages?
   5. Above the Task Layout list, click Save.

      The Task Page Layout page appears with the new field.

2. For new layouts, assign the page layout to users.
   1. Click Page Layout Assignment.
   2. Click Edit Assignment.
   3. Select the page layout to use.
   4. Click Save.

You can also add default or custom fields to Page Layouts for Campaigns and Campaign Members.

1. Search for and click Page Layouts under Build > Customize > Campaigns or Build > Customize > Campaigns > Campaign Members.
2. Follow the steps to add fields and assign page layouts to users.

For more information about the integration, see About Genesys Cloud for Salesforce.

For the client to appear in Salesforce Lightning, change a few settings in Salesforce and create a component for the client.

1. Set up your Lightning apps to use the Salesforce SoftPhone.

   In Lightning, the client appears as a component, or Lightning app, accessible from the bottom of your browser window. For more information, see the Lightning apps setup section at Salesforce Lightning Experience.

2. Add URLs to the definition files.

   The managed package installed for Genesys Cloud for Salesforce includes definition files for both Genesys Cloud for Salesforce Classic and Genesys Cloud for Salesforce Lightning. Make sure the URL for Genesys Cloud for Salesforce Lightning points to the correct URL.  

   1. In Salesforce, click Setup.
   2. Search for and then click Call Centers.

      The All Call Centers page appears.

   3. Next to Genesys Cloud for Salesforce Lightning, click Edit.
   4. Update the CTI Adapter URL with https://<your region>/crm/index.html?crm=salesforce. For example, if your Genesys Cloud organization is located in the Americas (US East) region, the URL is https://apps.mypurecloud.com/crm/index.html?crm=salesforce. For other regions, see Change the region of your Genesys Cloud organization.
   5. Click Save.
3. Associate your user with Genesys Cloud for Salesforce Lightning.
   1. Under your user name at the top of the page, click Settings.
   2. Click Advanced User Details.
   3. Click Edit.
   4. Next to Call Center, click the Lookup icon.
   5. Select Genesys Cloud for Salesforce Lightning. 
      Tip: If Genesys Cloud for Salesforce Lightning does not appear in the Search Results, delete the text in the Search box and click Go! The Search Results update with Genesys Cloud for Salesforce Lightning.
   6. Click Save.
4. Access the client through a Lightning app.
   
   1. Click the App Launcher icon at the top of the page.
   2. Select the Lightning app, such as Sales, for which you created a phone component (step 1).

      A Phone component appears in the bottom of the page.

   3. Click Phone.

The client is now visible in Lightning.

For more information about the integration, see About Genesys Cloud for Salesforce.