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Agent Status Going Offline Mid-Call – Need Help with Enhanced Sync in CX Cloud by Genesys and Salesforce

  • 1.  Agent Status Going Offline Mid-Call – Need Help with Enhanced Sync in CX Cloud by Genesys and Salesforce

    Posted 09-09-2025 09:57

    We have an integration between CX Cloud by Genesys and Salesforce, and recently implemented Enhanced Status Sync. Since the deployment, agents have been experiencing intermittent issues in production, where their status unexpectedly switches to offline during active calls, disrupting live customer interactions.

    We've raised this with Genesys Support, and they've advised us to post the issue in the Developer Community for further assistance.


    #API/Integrations
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Roadmap/New Features
    #Unsure/Other

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    Prasoon Pandey
    NA
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  • 2.  RE: Agent Status Going Offline Mid-Call – Need Help with Enhanced Sync in CX Cloud by Genesys and Salesforce

    Posted 09-09-2025 11:31

    Hello Prasoon,

    Could you share the case number that you have with our Product Support team? I have moved your question to the Genesys Cloud - Developer Community. Hopefully one of the experts there will be able to assist you with this.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Agent Status Going Offline Mid-Call – Need Help with Enhanced Sync in CX Cloud by Genesys and Salesforce

    Posted 09-10-2025 05:08

    Hi Jason,

    Thanks for the response, the case number: 0003838842



    ------------------------------
    Prasoon Pandey
    NA
    ------------------------------

    Original Message


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