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CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

  • 1.  CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted yesterday

    My customer is experiencing an intermittent issue affecting multiple agents. When agents attempt to answer a call in the Omni-Channel client, the call never connects to the agent. The console log shows no Pickup event when the agent clicks Answer.

    We have not identified any issues with the network, WebRTC phone, or the agent's workstation/mouse.

    Has anyone experienced a similar issue or seen this behavior before? 

    Thank you all!


    #Omni-ChannelDesktop/UserInterface

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    Mark Volodarskiy
    Senior Systems Engineer
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  • 2.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted yesterday
    Edited by James Bonnevie yesterday

    Have you included all of the Genesys URLs for your region in the trusted URL list in Salesforce?



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    James Bonnevie
    Technology Engineer Consultant
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    Original Message


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