At a loss. Have >10 active agents not having any issue logging into Omnichannel, accepting calls, changing statuses, etc. Have deployed Enhanced Status Sync Manager (via Genesys' GitHub). One user, who has identical permissions to other users, can log in to the integration and set his status to "Available." Whenever he changes to go "On Queue", he is immediately logged out. See attached image - it looks like it's setting him to the wrong status?
Not sure what steps to take. I've ensured he has access to every Presence Status in Salesforce and he has no issue going on queue and taking calls within Genesys.
Hi Bradley,
You can use System.debug() to explicitly print some logs from your Status Sync Manager class, that way you can confirm exactly which SF state is triggering the Genesys Presence, and which Genesys Presence has been selected once the class has run its logic. Actually the incoming status name is already logged using the class in the blueprint, so you may just need to add a log to the Genesys presence switch statement to clearly identify what it is choosing. These logs are accessible from your SF dev console, rather than your browser console. The browser will show you the ultimate status change once the rest of the CX Cloud and SF apps have done their thing, where these class debug logs will allow you to confirm exactly what your mapping class is up to.
Hope that helps.
Andy
