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Topic

    Pavol Procka
    Integration with ININ/Genesys Media bar.Answered
    Topic posted October 19, 2018 by Pavol ProckaSilver Crown: 22,500+ Points 
    94 Views, 5 Comments
    Title:
    Integration with ININ/Genesys Media bar.
    Summary:
    Missing Interaction Client button on new/changed profiles.
    Content:

    We noticed that when we change a name of an existing profile in OSvC (or create a new profile), the Interactive Client (yellow phone) icon in the ININ/Genesys Media Bar disappears after the user logs on to the Media Bar. I managed to narrow it down to the profile name as it even works when I create a new profile but with the same name as one of the profiles where it works fine (so it is not the profile ID).

    As soon as I rename the profile, or create a new one with a name that did not exist before, the icon starts disappearing after the logon.

    Therefore, it seems that the OSvC profile names must be somewhere hardcoded in the integration or on Genesys side, however we did not provide them with the profile names at the time of the integration, so this must be something it pulled automatically.

    If anyone had this issue, can you advise where this needs to be changed?

    I attached a screenshot with the icon highlighted on a profile where it works fine and one where it is missing. If I just create a copy of the same profile but change the name, it will disappear.

    Version:
    18B
    Image:

    Best Comment

    Manish Kumar

    Hello Pavol,

    You need to add the newly created profile in Integration Configuration Utility to display the "Interaction Client " yellow icon in the toolbar. 

    Navigate to File --> PureConnect --> Integration Configuration Utility

    Add your profile from "Available profile" to "Selected profile".

    This should resolve your issue.

     

    Comment

     

    • Pavol Procka

      here the screenshot without the icon

    • Manish Kumar

      Hello Pavol,

      You need to add the newly created profile in Integration Configuration Utility to display the "Interaction Client " yellow icon in the toolbar. 

      Navigate to File --> PureConnect --> Integration Configuration Utility

      Add your profile from "Available profile" to "Selected profile".

      This should resolve your issue.

       

    • Pavol Procka

      Hi Manish,

      thanks a lot, it works!

      Maybe just on side - we were a bit surprised that a lot of our existing profiles were not in the list, some of them I was sure were working fine - the list of Selected profiles does not seem to be updating (or at least not in real time), but this is just what the list displays, when we saved it with the new profile name, it resolved the issue (even though the profile itself is still not showing in the Selected profiles list).

      Anyway, marked as best answer as issue is resolved.

      Many thanks

      Pavol

    • Theresa Fandrei

      Glad you got a quick answer.  We experienced the same thing.  Going to the Configuration Utility was something we had to add to our internal Profile build process.

    • Robert North

      Hello,

      Would any of you folks care to offer an opinion on the pros & cons of the Media Bar? I'm looking at implementing this solution & would be grateful for any insight.

      https://cloudcustomerconnect.oracle.com/posts/9efb296f85

      Thanks & Regards, Rob