Troubleshooting

Troubleshooting Issues #

The following items outline some common configuration issues which may be encountered.

User cannot log in to ~.UcClient.~ #

If a user cannot login to ~.UcClient.~, 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

~.UcClient.~ is not appearing within Salesforce #

If the ~.UcClient.~ client is not visible within Salesforce after it has been added as a Call Center adapter, it will be because of one of the following issues:

  • The Call Center adapter has not been assigned to the logged in user
  • The softphone has not been added to the current Salesforce application

~.UcClient.~ 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 ~.UcClient.~.