Good afternoon,

We are in the process of upgrading to Genesys 3 and a testing some of the enhancements to make sure they work in our environment. So far so good! With regard to screen share one testing session would not allow the screen to be shared. The user tried both chrome (we checked version and it was not the old version mentioned on resource help pages) and safari but the screen wouldn't share. No error thrown either. The screen would just sort of bounce after share code entered but nothing happened and agent never was able to see screen.
I was not able to find any useful trouble shooting options and know this person was using a personal computer at home that has no firewall or other issues. Cookies were enabled. Not sure if anyone knows of any security settings or troubleshooting we should do so we can ensure this works properly. Many of our callers will not be very tech savy so we want to make sure this feature will be able to be utilized by general public and is easy for our agents to direct even the simplest users to correct settings. Any advice is appreciated.

Thanks,
Julie
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Did you check out this page:  Troubleshoot screen share - Genesys Cloud Resource Center (mypurecloud.com)

Also this one :  Screen share best practices - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-17-2021 16:42
From: Julie Green
Subject: Screen Share Trouble Shooting

Good afternoon,

We are in the process of upgrading to Genesys 3 and a testing some of the enhancements to make sure they work in our environment. So far so good! With regard to screen share one testing session would not allow the screen to be shared. The user tried both chrome (we checked version and it was not the old version mentioned on resource help pages) and safari but the screen wouldn't share. No error thrown either. The screen would just sort of bounce after share code entered but nothing happened and agent never was able to see screen.
I was not able to find any useful trouble shooting options and know this person was using a personal computer at home that has no firewall or other issues. Cookies were enabled. Not sure if anyone knows of any security settings or troubleshooting we should do so we can ensure this works properly. Many of our callers will not be very tech savy so we want to make sure this feature will be able to be utilized by general public and is easy for our agents to direct even the simplest users to correct settings. Any advice is appreciated.

Thanks,
Julie
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Yes, thank you Robert. I did go through the troubleshooting article and made sure Chrome was up to date, no firewall, not in incognito mode. I don't know what the issue is. I am hoping our implementation team will be able to walk us through this and it isn't an issue with too many of our customers.

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Original Message:
Sent: 03-02-2021 01:02
From: Robert Wakefield-Carl
Subject: Screen Share Trouble Shooting

Did you check out this page:  Troubleshoot screen share - Genesys Cloud Resource Center (mypurecloud.com)

Also this one :  Screen share best practices - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-17-2021 16:42
From: Julie Green
Subject: Screen Share Trouble Shooting

Good afternoon,

We are in the process of upgrading to Genesys 3 and a testing some of the enhancements to make sure they work in our environment. So far so good! With regard to screen share one testing session would not allow the screen to be shared. The user tried both chrome (we checked version and it was not the old version mentioned on resource help pages) and safari but the screen wouldn't share. No error thrown either. The screen would just sort of bounce after share code entered but nothing happened and agent never was able to see screen.
I was not able to find any useful trouble shooting options and know this person was using a personal computer at home that has no firewall or other issues. Cookies were enabled. Not sure if anyone knows of any security settings or troubleshooting we should do so we can ensure this works properly. Many of our callers will not be very tech savy so we want to make sure this feature will be able to be utilized by general public and is easy for our agents to direct even the simplest users to correct settings. Any advice is appreciated.

Thanks,
Julie
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

When you run the diagnostics, do you get any errors or problems?  
Did you use this site:  Genesys Cloud WebRTC Troubleshooter (mypurecloud.com)

Also, you might check the WebRTC SysInternals at chrome://webrtc-internals/

You can look at real-time information now.



------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 03-03-2021 11:58
From: Julie Green
Subject: Screen Share Trouble Shooting

Yes, thank you Robert. I did go through the troubleshooting article and made sure Chrome was up to date, no firewall, not in incognito mode. I don't know what the issue is. I am hoping our implementation team will be able to walk us through this and it isn't an issue with too many of our customers.

------------------------------
Julie Green
Sentinel Benefits & Financial Group

Original Message:
Sent: 03-02-2021 01:02
From: Robert Wakefield-Carl
Subject: Screen Share Trouble Shooting

Did you check out this page:  Troubleshoot screen share - Genesys Cloud Resource Center (mypurecloud.com)

Also this one :  Screen share best practices - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-17-2021 16:42
From: Julie Green
Subject: Screen Share Trouble Shooting

Good afternoon,

We are in the process of upgrading to Genesys 3 and a testing some of the enhancements to make sure they work in our environment. So far so good! With regard to screen share one testing session would not allow the screen to be shared. The user tried both chrome (we checked version and it was not the old version mentioned on resource help pages) and safari but the screen wouldn't share. No error thrown either. The screen would just sort of bounce after share code entered but nothing happened and agent never was able to see screen.
I was not able to find any useful trouble shooting options and know this person was using a personal computer at home that has no firewall or other issues. Cookies were enabled. Not sure if anyone knows of any security settings or troubleshooting we should do so we can ensure this works properly. Many of our callers will not be very tech savy so we want to make sure this feature will be able to be utilized by general public and is easy for our agents to direct even the simplest users to correct settings. Any advice is appreciated.

Thanks,
Julie
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------