Work with Customer Care

Refer to these articles to open a case and interact with support.

• PureCloud Customer Care
• My Support Portal
• PureCloud Customer Care phone support
• Request chat from Customer Care
• Troubleshoot PureCloud before calling Customer Care
• Get a conversation ID for Customer Care
• Gather console logs
• Pair a Customer Care Support organization to your PureCloud organization

View troubleshoot videos

Watch solutions to common PureCloud problems.

• Finding the conversation ID
• Gather Chrome console logs
• Get a console log with the desktop app
• Gather Firefox console logs
• Gather network logs on Chrome
• Gather network logs on Firefox

Troubleshoot general PureCloud features

Solve general PureCloud problems. (Architect, Integrations, and telephony are covered in separate sections.)

• PureCloud System Status 
• Troubleshoot the desktop app
• Troubleshoot the bulk import process
• Troubleshoot reports
• Troubleshoot screen share

Troubleshoot Architect

Solve problems for operations with PureCloud’s flow authoring tool.

• About Architect
• Troubleshoot Architect log in
• Troubleshoot prompt preview
• Troubleshoot cannot add -debug to flow name
• Troubleshoot True and False are not localized in expression text
• Troubleshoot disconnected agents during secure call flow
• Troubleshoot inability to pass attributes between flows
• Troubleshoot custom expression disappears when switching to Sequence Builder
• Troubleshoot a failed delete
• Troubleshoot partial results from the dependency database

Troubleshoot integrations

Solve problems with integrations.

• Troubleshoot the Amazon Lex integration
• Troubleshoot profile synchronization Bridge Connectors
• Troubleshoot the PureCloud embedded clients
• Troubleshoot the data actions integrations
• Troubleshoot the Verint WFM integrations
• Troubleshoot the web services data dip connector

Troubleshoot telephony and network

Solve problems with:

• Phones
• WebRTC
• Video chat
• PureCloud Edges and trunks
• Networks

Phones, WebRTC, and video chat

• Troubleshoot the PureCloud web-based (WebRTC) phone (admins)
• Run the PureCloud WebRTC Diagnostics app
• Ports and services for WebRTC
• Troubleshoot video chat

Edges and trunks 

• View the topology map for troubleshooting telephony
• BYOC Cloud configuration checklist
• Security best practices for Internet facing SIP trunks
• View orphaned recordings

Network

• Ports and services to configure on your company firewall