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 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

~.UcClient.~ is appearing but is a blank screen #

This is probably because the 'Adopt updates CSP directives' setting has been enabled in Salesforce which is preventing the application from loading in an iFrame.

Please follow these steps to add the client's URLs as trusted URLs.

~.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.~.