Error with CX Cloud from Genesys and Salesforce - Error Initializing Integration

[Bradley_Smart]

Running into an issue when trying to add new users to CX Cloud in Salesforce. Basically, I'm set up with identical permissions as another user and can login to the Contact Center and be on queue. The other user, however, gets the error in this screenshot. I've triple-checked permissions and we have the same ones. Anyone know what would cause this?

Pat of the console message is a log that "you have no configured service cloud voice integrations", but the user is added to the call center and has relevant permissions.

[wl215]

Did you check if you have the integration enabled in Genesys cloud? Go to Admin > Integrations > CX Cloud from Genesys and Salesforce

Make sure that's all configured and it's enabled if the error message you're seeing in the console message is that you don't have it configured yet.

[Bradley_Smart]

Thanks for the response -- yes, it's enabled. The strange part is that my user is able to login to OmniChannel and it functions as expected, but when assigning other users the relevant licenses (support agent in Salesforce, CX Cloud license + permissions in Genesys), they're not able to login.

[Jim_Robb]

Double-check the group filtering on CX Cloud Integration setup in Genesys Cloud. Are the new users added to that Genesys Cloud group?

[Bradley_Smart]

That turned out to be the issue -- the Group had the same name as the Division, which I assumed meant they were set up in there as well. Thanks for the tip!