Troubleshooting Issues #
The following items outline some common configuration issues which may be encountered.
User cannot log in to Connect #
If a user cannot login to Connect, check the following configuration within the Dimensions Customer Portal:
- The user has been given the 'Website Access' permission
- The user has been given the 'CRM User' role
- Check that the user's account has not been locked out of the Dimensions Customer Portal
Connect is not appearing within Salesforce #
If the Connect client is not visible within Salesforce after it has been added as a Call Centre adapter, it will be because of one of the following issues:
- The Call Centre adapter has not been assigned to the logged in user
- The softphone has not been added to the current Salesforce application
Connect is not creating new records when there is no match #
The feature to create a new record when there is no match needs to be configured within the Softphone Layout settings of Salesforce.
How do I configure an avatar for a user? #
Avatars are configured through the Dimensions Customer Portal. Users can log in to this portal using the same credentials they use to log into Connect.