Integrations Troubleshooting

Incorrect Sign In Screen Showing for Integrations

There are two options for Available Integrations on the Integrations page in AVOXI Genius.   The first option is to 'Connect' when there is no active integration and the second option is to view 'Settings' when there is an existing active integration.

When the 'Connect' button is selected, a new screen should appear with a short description of the integration and an option to 'Use Integration' as seen below:


When the 'Settings' button is selected, a new screen should appear with the integration listed as Active and an option to Reconfigure the Integration with another 'Settings' button as seen below:

 

If neither of the above screens is displayed and instead a 'Sign In' screen is displayed as shown below, there is an issue with the browser blocking certain cookies and allowing the proper screen to display:


This can happen in certain browsers that have enhanced cookie security across all sites, like the Brave web browser or Google Chrome in Incognito mode.

To resolve this, all cookies must be allowed for genius.avoxi.com.  This is usually updated in the browser's settings.  Instructions for updating this for Brave and Google Chrome in Incognito mode as an example are shown below.

  • Click the Brave lion logo to the right of the genius.avoxi.com URL select 'Change global shield defaults'.
  • Under the 'Cookies' settings on this screen, update to 'Allow all cookies'.
  • Go back to the Integrations page in Genius, refresh the browser, and confirm the correct screens mentioned above are displayed.



  • Select the three vertical dots in the top right corner of the browser.
  • In this dropdown menu, select 'Settings'.
  • Under the 'Privacy and security' menu on the left, there will be a 'Cookies and other site data', select 'Allow all cookies'.
  • Go back to the Integrations page in Genius, refresh the browser, and confirm the correct screens mentioned above are displayed.

API Limits and the Timing of Sync Updates for Integrations

The data that is integrated and synced between AVOXI Genius and another platform uses a real-time API to update, however, due to general API limits in a number of these platforms, the timing of these updates is near-real-time and can vary depending on the type of update.  This article describes these limits, types of updates, and the timing for each.

API Limits

An API limit is a constraint enforced by the integrated platform on the number of updates, or 'API calls', that can be made in a given period of time, usually a day.  These limits vary from platform to platform and from plan to plan within the platform.  They are usually posted on that product's website.  For example, Salesforce posts their limits on their API Request Limits and Allocations page.  These limits are generally not an issue to integrate with AVOXI Genius but maybe worth reviewing if there are several integrations with your other platform or you expect an abnormally high amount of activity.

Types of Updates and Timing

AVOXI Genius integrations generally include at least a few types of updates using the API mentioned above.  This section details these updates and the timing for each.

Initial Data Sync

When a connection is first made between AVOXI and another integrated platform, there is initial data sync to reference the relevant records in the integrated platform.  For example, a CRM integration will have initial data sync to analyze the Contacts, Accounts, and Leads in the integrated platform for displaying these records in the webphone during a call or logging activity to these records after a call is complete.  The timing of this sync depends on the number of records being analyzed and can be a few minutes for 10 - 100 records or up to and greater than 24 hours for 50,000 or more records.  This initial data sync only happens once when the integration is first connected, after that all analysis is done periodically.  Also, multiple records can be referenced in one API call for this initial data sync.  Depending on the type of integration, up to or greater than 200 records may be included in a single API call.

Record Additions and Updates

Whenever a record is added or updated in the integrated platform, that activity is held for a period of time to then be sent to the AVOXI platform in an API call with any other activities that occurred during that same period of time.  For example, if a contact is added, a separate account phone number is updated, and a lead is added, all of these activities will be queued up to be sent in the same API call.  This API call is made every five minutes, which means any record additions and updates made in the integrated system could take up to five minutes before being seen in the AVOXI Genius platform.  Generally, all of these updates will be included in the same API call.

Call Logging and Ticket Creation

Events that occur in the AVOXI Genius system are updated in the integrated platform in real-time and do not wait on a periodic API call.  For example, anytime a call is made that is logged into the integrated platform, AVOXI Genius will make the API call immediately so the logged call record shows up in the integrated system right away.  This is also the case for any tickets that are created from a call as well.  Each of these activities uses a single API call to update the integrated system in real-time instead of queuing multiple updates for an API call made every five minutes as mentioned above.

Deleting Records 

If a record is completely deleted in an integrated system, that update will be added to a queue with all other deleted records and updated once per day in a single API call.  For example, if three contacts, two accounts, and five leads are deleted from an integrated system at different times throughout the day, all of these records may still display in the AVOXI Genius webphone until the end of the day when the API call will be made to delete any reference to these records.

Additional Updates and Jobs

Outside of the above common activities, some other updates and jobs are run on integrated systems that may cause further delays in API calls and updates.  To ensure data quality, all API calls and queued updates are processed asynchronously, meaning an API call for an update will not happen until a previously queued API call for an update has been completed.  This could mean updates may be delayed by a few minutes or hours depending on the types of other jobs or updates being processed.

In general, AVOXI is monitoring all integrations and is alerted if there are issues with any of the processes mentioned above, outside of additional updates or jobs not part of the AVOXI Genius integration.  If it does seem like something is not right and not performing as mentioned in this article, support can be contacted to have the situation reviewed.

Summary

In summary, AVOXI Genius integrations utilize API calls that are subject to API limits.  To best accommodate these limits, the below timing for updates are followed:

Initial Data Sync  -This occurs once when the integration is first connected and the timing depends on the number of records in the integrated platform.

Record Additions and Updates - This occurs every five minutes for any additions or updates since the previous process.

Call Logging and Ticket Creation - This occurs in real-time for every activity logged or created in the integrated system.

Deleting Records - This occurs once per day and includes any deletions that occurred since the previous process.

Additional Updates and Jobs - Any other updates or jobs processed by the integrated system could result in delays but are monitored and processed accordingly.

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Updated:

June 25th, 2021

Author:

Carson Grimes

Updated By:

Louise Ross

KB ID:

611700

Page Views:

1056

Tags:

api limits and the timing of sync updates for integrations, incorrect sign in screen showing for integrations

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