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  • 1.  Click to Dial functionality issue | tel objects no longer starting call

    Posted 04-22-2022 10:18
    No replies, thread closed.
    Does anyone use HTML tel objects to initiate calls in Genesys? We have a non-call center based sales team that utilizes phone number records in our CRM to launch calls to clients efficiently and up to this week (well over a year in use) work great. We are now seeing that, though Genesys appears to be prompted, no calls are being initiate (unless the desktop app is not currently running, which is not how people work). Just wondering if anyone else has experienced this, I do have an active ticket with Care.
    #Integrations
    #Telephony

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    Trevor Hervey
    IGS Energy
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  • 2.  RE: Click to Dial functionality issue | tel objects no longer starting call

    Posted 04-25-2022 12:38
    No replies, thread closed.
    You might check your tel settings in the registry Computer\HKEY_CLASSES_ROOT\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppModel\PackageRepository\Extensions\windows.protocol\tel

    Some programs can take that over, like Skype without asking you.

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


  • 3.  RE: Click to Dial functionality issue | tel objects no longer starting call

    Posted 04-26-2022 01:56
    No replies, thread closed.
    Hi Trevor, 

    I'm experiencing the same issue since beginning of last week at one of our customers. They are using  CALLTO protocol from their CRM. I've opened a case at Genesys as well. I had a screen share with a support analyst the explain the issue, the recording of the session was sent to development I understand. This was a couple of days ago. 

    @Robert Wakefield-Carl It has nothing to do with the program associated to the protocol TEL or CALLTO. I've checked that and is configured OK. By the way when the Genesys Desktop App is running it work fine. When you click a CALLTO link the app is starting (so association to the program is fine) and even dials the clicked number. The problem is how the event is handled in the app when the App is already running.

    Kind regards,​

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    Edward de Wit
    Cloudoe BV
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    Original Message


  • 4.  RE: Click to Dial functionality issue | tel objects no longer starting call

    Posted 04-28-2022 11:15
    No replies, thread closed.
    We've noticed that this has started working again on our end. Maybe a resolution was pushed out? We're testing with our end users currently and are getting promising results.

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    Cory King
    IT Lead
    IGS Energy
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    Original Message


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