Genesys Cloud - Main

Hi,

This seems to be an issue that comes up every time we set up a new customer.

We are expecting a pop up notification to come up in the Chrome browser page you are currently active in, to allow you to click a link and go to/answer the interaction on the Genesys Cloud tab.

Is this still a valid expectation?

We have tested with pop-up settings in Chrome and in agent preferences, but we can't find the setting that is stopping these alerts.

With Pop up notifications enabled, If I click on Test Notification (in the user preferences) nothing happens. If I then disable POP Up notifications and test again I get a test pop up Test Notification (A very important message) if notifications are disabled. In the end, no matter if that setting is enabled or not, we don't get the popup in the current browser tab. At all times, when an interaction is alerting we can hear the alert tone.

We do get the alert in the Genesys Cloud tab allowing us to answer and we get the alert if the agent doesn't answer and we have to click to make eligible for interactions.

What are we missing?

Thanks,

#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

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Richard Presling
CX Implementation Engineer
New Zealand / Australia
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Hello Richard, and welcome to the Genesys Community,

In addition to what is mentioned here, you may need to open a case with the Customer Care team to investigate why these popups are not appearing. They can review console and network logs to determine if anything is blocking the popup and perform more in-depth technical troubleshooting than we can provide in a public forum. I recommend working with your admin to submit a ticket.

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Richard, as a workaround you can enable "Desktop notifications" which will actually show there is a ringing call above the system time:

PS: turning these on can be a bit challenging, you need to make sure notification are enabled and that OS is not blocking them ( on a customer image sometimes the very OS would block the notifications and for this their IT had to get engaged ) and as well MS Teams can block them while in a conf call ( engage MS Teams support regarding this so they are not blocking the notifications).

Sometimes we had to enable, disable, reenable several timers, until OS finaly got the hint to enable the desktoip notifications.

Also make sure the notifications for the webpage are enabled:

I have never seen any webbrowser to show a notification od GC UI in other tab than of the very GC ui. So my suggestion would be to use the Desktop notifications.

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Peter Sandor
Contact Center Senior System Engineer
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A couple of things come to mind here.  First, the desktop notifications are not the same as the pop-up messages in the upper right - there is really no way to get rid of those that I have found.  For the Desktop, Peter explained it.  

The other thing is that if you are coming off PureConnect and expecting the pickup/Voice mail function in the desktop alert, don't.  Those are only informational messages until you open the browser.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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