Troubleshoot the PureCloud embedded clients
Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.
Warning: Do not run different versions of the PureCloud embedded client (PureCloud for Salesforce, PureCloud for Zendesk, PureCloud for Chrome, PureCloud for Firefox, or PureCloud Embeddable Framework) side by side. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionality.
The following content applies to PureCloud for Chrome and PureCloud for Firefox.
Call forwarding
Interactions
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Error messages with WebRTC phones
- Test your WebRTC phone settings
Miscellaneous
Call forwarding
Interactions
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Error messages with WebRTC phones
- Test your WebRTC phone settings
- WebRTC phone connectivity issues
Miscellaneous
Call forwarding
Interactions
Omni-Channel
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Error messages with WebRTC phones
- Test your WebRTC phone settings
- WebRTC phone connectivity issues
Miscellaneous
- Active SMS conversation already exists
- Apex class warning error
- Chrome autoplay policy changes
- Client does not appear
- Embedded interaction window failed to load
- Failed to save interaction log
- Lost connection
- Phone logged out
- Screen pops not working
- Two activities appear in the logs for each interaction
- Why aren’t fields appearing on my Salesforce pages?
- Why isn’t the client appearing in Lightning?
Call forwarding
Interactions
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Error messages with WebRTC phones
- Test your WebRTC phone settings
- WebRTC phone connectivity issues
Miscellaneous
For more information about the integrations, see About the PureCloud browser extensions, About PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.