There was an error communicating with the Queues API

Platform API
1

My company has a Genesys Test Account. Inbound queue is configured in Genesys and I am also able to validate the credentials using my company's UI.

While configuring Genesys connector, I am seeing the following error on console.
"There was an error communicating with the Queues API (with the External Resource Genesys-Test-Account 80391dc6-ddc9-41ce-94e6-862d1dcf5388): error"

The error is specific to the Genesys Test Account I am using.

I tried out configuring the Genesys connector using a production environment and it worked fine.
So I suspect it could be some settings issue with the Genesys Test A/C we have.

Can someone help me out here?

2

Hi Arun, all customer orgs use our production environment - even if their purpose is testing or development. Are you able to share a correlation ID? And is 80391dc6-ddc9-41ce-94e6-862d1dcf5388 your org ID? If so, can you tell me what region you use at login?

3

Hi Becky,

Thanks for looking into .
"80391dc6-ddc9-41ce-94e6-862d1dcf5388" is part of the response when we invoke the API createExternalResponse".
example response is:
{"resource":{"id": "80391dc6-ddc9-41ce-94e6-862d1dcf5388", ...}

It will be a unique number whenever we create a new Genesys credentials.

Also what do you mean by correlation ID?

I am using the following region US West Oregon.
My organization id is "65b1670e-faa2-4fbe-9d6b-2d263735a606". Company name is "Medallia"

I just tried creating new Genesys credentials.

Request URL - https://xxxx.medallia.com/xxxx?operation=createExternalResource
Request Type - POST
Payload : "{clientId" : "4fdbc806-c3ab-4c26-9483-b4df2bf6359e"}
Response : {"payload":{"data":{"resource":{"id":"615cffe2-7faf-42f4-98e9-d686ed4b0d46",...}

Now when I try to configure a Genesys connector, I see the following error on console.
There was an error communicating with the Queues API (with the External Resource Genesys-Test 615cffe2-7faf-42f4-98e9-d686ed4b0d46): error

The API invoked is "getAction"
Response:
{"payload":{"data":{"action":{"status":"failed","failureDetails":{"errorCode":"ERROR_MSG_0002","errorArguments":["Genesys-Test","615cffe2-7faf-42f4-98e9-d686ed4b0d46","error"],"englishMessage":"There was an error communicating with the Queues API (with the External Resource Genesys-Test 615cffe2-7faf-42f4-98e9-d686ed4b0d46): error","__typename":"ConnectorTypeIntrospectionIntrospectionActionFailure"},"_links":{"result":null,"canonical":{"href":"http://xxxx/apis/v0/actions/f514ce3c-ba54-433a-9638-a4de87f7d06a","__typename":"ConnectorTypeIntrospectionLink"},"__typename":"ConnectorTypeIntrospectionIntrospectionactionLinks"},"__typename":"ConnectorTypeIntrospectionIntrospectionAction"}}},"isSuccessful":true}

Regards,
Arun

4

Arun,

That doesn't look like an error returned from Genesys. It looks as if you are building a proxy API since your request URL is https://xxxx.mediallia.com/xxxx. So you are probably using a Client Credentials grant OAuth client in your proxy to create the resource.

I'd verify that the OAuth client has at least one role assigned to it with the proper permissions to access the API you are calling. The documentation of the Genesys APIs should like the permission(s) needed when calling the API so you'll need to make sure the role assigned to your OAuth client gives you permission to access the API(s) you'll be calling.

5

Thanks a lot. I will ask my dev team to look into it.

6

Hi crespino,

The role was missing for the clientId I was using. Once I assigned the role, the issue went away. Thanks so much for your help.

7