Genesys Cloud (formerly PureCloud)

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Purecloud softphone updates - UAC prompt?

  • 1.  Purecloud softphone updates - UAC prompt?

    Posted 10-23-2019 20:40
    Help- at the last edge version upgrade, all of our softphones are now attempting to self-upgrade; but they are showing a UAC prompt / require an windows admin user to complete the upgrade.

    Is this expected behavior? It's not sustainable to enter credentials for admin users across a 500 seat centre?


    Paul Rushworth


  • 2.  RE: Purecloud softphone updates - UAC prompt?

    Posted 10-23-2019 21:40
    We are experiencing the same problem. I guess, it is expected behavior, however we are not happy with that for the same reason. Would be much better if we could use our internal SW distribution and push the softphone upgrade remotely. In that case we would have a control over the process.

    Also, it seems the upgrade failed for some users or they managed to cancel it somehow. So, we could potentiality have agents on different Softphone versions. Not sure if there will be any compatibility issues once the Edges have been upgraded.

    Tomas Vadinsky, Cigna New Zealand

  • 3.  RE: Purecloud softphone updates - UAC prompt?

    Posted 10-24-2019 02:00
    Edited by Paulo Mesquita 10-24-2019 02:15
    Before publish a new Softphone version it would be great if we could have:

    • Information about Softphone updates on release notes.
    • Compatibility matrix for Softphones and Edge firmware.
    • Make the latest Softphone version available for download before update on stations is mandatory (To make possible software update by admins)

    Many customers do not give agents the right to install software on their PCs which blocks the updates.

    Paulo Mesquita
    Spark NZ Trading

  • 4.  RE: Purecloud softphone updates - UAC prompt?

    Top 25 Contributor
    Posted 10-24-2019 19:18
    Edited by Vaun McCarthy 10-25-2019 01:59
    Hi guys

    Might be worth seeing if your sysadmins can disable UAC for the softphone process, which is likely an MSI.  That way you can at least control other updates/installs without opening everything up or having to give all users elevated privileges.  Not sure what Genesys' stance on this but it's likely the MSI getting pushed from the Edge that's actually the problem there.

    Although disabling UAC for the MSI may disable it for all MSIs.  Need to look into that particular option a bit more.

    Does anybody know where on the Edge the updates get stored, or does the Edge only act as a pass-through and the download itself actually comes from Purecloud?

    Vaun McCarthy
    NTT New Zealand Limited

  • 5.  RE: Purecloud softphone updates - UAC prompt?

    Posted 11-03-2019 20:55
    We have been testing and the new version MSI is downloaded onto the client machine here:

    c:\users\<USER PROFILE>\appdata\roaming\Interactive Intelligence\PureCloud Softphone\Resources\PureCloud_Softphone_64bit.msi

    This download happens in the background when the softphone is running and takes a while, I assume it kicks off after it has done the check to determine a new versions is available. Although not a supported solution, we have used that msi to install the softphone on client machines but it does not solve the problem of a future automatic update from Genesys, as you would need to repackage it every time they update and currently there is no prior notification of a new version to get that done prior to users being prompted to install.

    Chris Williams
    Pyrios NZ Ltd

  • 6.  RE: Purecloud softphone updates - UAC prompt?

    Posted 10-28-2019 18:52
    We are having the same challenges and have raised a ticket to look at this. Here is the latest response we have from Genesys.

    Here is what I have so far that came from development:
    There is no way to halt the automatic update once the update is available.
    If the agents don't install the update the message would go away but may come back sometime within the day or the next time the open the softphone app.
    The update comes from the cloud and passed on the the edge and pushed to the phones.
    We don't currently have phone firmware update notifications or notes released.
    The local admin rights is set by your IT team and we don't have control over that.
    There is no bypass option on the local admin rights that we can suggest, it is designed that way. 
    Also there is no latest version installer as the softphone installer we have on the resource center is the default version. 
    It's design to get the latest version pushed by the cloud.

    Chris Williams
    Pyrios NZ Ltd

  • 7.  RE: Purecloud softphone updates - UAC prompt?

    Posted 11-03-2019 19:30
    Edited by Paul Rushworth 11-03-2019 19:30
    Hi everyone- just got told that Genesys have halted the automatic update check, and will release the MSI in the very near future.

    Paul Rushworth