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  • 1.  Issues with "Pop WebRTC Phone Window" for Salesforce CTI users

    Posted 01-20-2022 13:56
    Earlier this week we started seeing issues with our Salesforce CTI users, where anyone who has the "Pop WebRTC Phone Window" checked is suddenly unable to connect to phone calls, the system acts like their microphone disappeared. If we remove the WebRTC pop, the mic works and all is well.

    This appears to only happen in Chrome.

    We opened a care case, but because things work in Edge Genesys was quick to declare the platform not at fault. All of the normal Chrome settings pan out, mic permissions, site settings, pop-up allowed - clear cache, re-install, no luck.

    Is anyone else seeing this? Any thoughts on a potential fix or rabbit hole to go down?

    #Omni-ChannelDesktop/UserInterface

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    Brad Murlin
    Zillow, Inc.
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  • 2.  RE: Issues with "Pop WebRTC Phone Window" for Salesforce CTI users

    Posted 01-21-2022 09:37
    Hi Brad,

    We also have seen this happening in Salesforce. Agent gets alerted about calls, but nothing happens when they try to click pickup.
    And when they attempt to make an outbound call, it just stays in a "Contacting" state for about 30 seconds, then disconnects.

    We did just try your workaround though, and unselected the "Pop webrtc phone window" and it has allowed our agents to at least starts working on calls again. Thanks for this!

    We have a case open with genesys on the issue and they mentioned that they are investigating the issue and other customers have also reported it to them.

    Cheers,
    Marian

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    Marian O'Connell
    Wren Data Ltd
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  • 3.  RE: Issues with "Pop WebRTC Phone Window" for Salesforce CTI users

    Posted 01-21-2022 09:53
    Whew, we're not alone! I'm glad the trick worked on the checkbox for you.

    Do you recall when this started for you? For us it was Tue AM of this week as reps came in for the day.





  • 4.  RE: Issues with "Pop WebRTC Phone Window" for Salesforce CTI users

    Posted 01-21-2022 11:02
    Ya for us it was first reported on Wednesday morning this week. It was intermittent for 2 agents and consistent for 1 agent. But it is creeping up every day and we are up to a couple of agents who have the issue for every call now :-/

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    Marian O'Connell
    Wren Data Ltd
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  • 5.  RE: Issues with "Pop WebRTC Phone Window" for Salesforce CTI users
    Best Answer

    Posted 01-21-2022 11:55
    We are also experiencing this issue and it started a couple weeks ago but was only impacting one user now we seem to have multiple users being impacted.

    One of our engineers who has been working with Genesys on this received this update from them this morning:
    "Chrome released a new experimental flag into the stable channel release that caused audio processing to be blocked in background windows. With the way the salesforce integration works (with the WebRTC pop up window), we believe this could have been causing some issues."

    So far the workaround for us has been to have the users use Edge browser and make sure pop-ups are allowed.

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    Jimmy Ortiz
    Edelman Financial Engines, LLC
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  • 6.  RE: Issues with "Pop WebRTC Phone Window" for Salesforce CTI users

    Posted 01-21-2022 12:27
    We have been experiencing this same exact issue since this past Monday, but within PureConnect with webrtc phones. We have Salesforce connector users who use the webrtc phone as well as Interaction Connect Web users who are using the webrtc phone. In both cases, the users are unable to pickup inbound calls or their outbound call sits in Initializing for 30 seconds before disconnecting. The call history log shows an error that "Your Station Could Not Be Reached". Given we're using PureConnect with Genesys WebRTC phones (we have Edges that connect to our Genesys Cloud org), we don't have access to the "Pop WebRTC Phone Window" setting in the Salesforce connector.

    In most cases, switching the user to Microsoft Edge has worked, but we have seen the issue resurface there as well. My guess is because the new Microsoft Edge is based on Chromium. We have a support ticket open given the issue seems to be spreading across more and more of our users. I'll let you know what we hear back.

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    Brian Jones
    Ascension Health – IS, Inc.
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  • 7.  RE: Issues with "Pop WebRTC Phone Window" for Salesforce CTI users

    Posted 01-21-2022 12:48
    This makes a lot of sense Jimmy - we saw a very very small number of these over the last month, enough to blame individual machines... but those must have been folks who updated Chrome ahead of our IT's pushed update.

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    Brad Murlin
    Zillow, Inc.
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  • 8.  RE: Issues with "Pop WebRTC Phone Window" for Salesforce CTI users

    Posted 01-24-2022 04:33
    We've had users start to be impacted by this a week ago.  Hopefully, Genesys come up with a solution soon.

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    Braiden Woodward
    Foehn Ltd.
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