Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

Jennifer,

Genesys do not recommend, or support, the running of multiple clients simultaneously as the same user (whether on the same machine, or not.) This includes the opening of multiple tabs in the browser. It is for exactly this reason (and some similar behavior.)

As you have seen, it won't prevent you from doing it, but I would advise you to stick to one client at a time.

HTH

Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

Hi Paul,

Thanks for the response.  Is Genesys Cloud considered an embedded client?  Looking at the documentation with the warning you mentioned, it references the embedded client for Chrome, but I believe this is different than the OOTB Genesys Could.

https://help.mypurecloud.com/articles/troubleshoot-the-genesys-cloud-embedded-clients/

I would expect a single embedded client and Genesys Cloud to be able to both be leveraged.  Especially with Workforce Management in the picture as it has VERY limited functionality within the embedded client, which increases the need for users to also leverage Genesys Cloud.

Thanks,

Jennifer

------------------------------
Jennifer DiCesare
Esri Canada

Original Message:
Sent: 09-25-2023 13:14
From: Paul Simpson
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Jennifer,

Genesys do not recommend, or support, the running of multiple clients simultaneously as the same user (whether on the same machine, or not.) This includes the opening of multiple tabs in the browser. It is for exactly this reason (and some similar behavior.)

As you have seen, it won't prevent you from doing it, but I would advise you to stick to one client at a time.

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 09-25-2023 10:02
From: Jennifer DiCesare
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

#Integrations
#Telephony
#Unsure/Other

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Hi Jennifer,

We're aware of the double ringing and many customers experience issues with this in a scenario that includes Salesforce (or another CRM) and Genesys Cloud with WFM & WEM features being utilized.

To address this, we recently introduced a way to embed the WEM activity view directly into Salesforce as an app/tab - documentation here: WEM activity view in Genesys Cloud for Salesforce - Genesys Cloud Resource Center

This allows agents to view their current or upcoming schedule, scorecard, leaderboard, coaching appointments, and evaluations directly in Salesforce without the need of having the full Genesys Cloud client open. Since agents will only have Salesforce with the embedded client open and access all their relevant WEM information through the Genesys tab, there won't be any double ringing.

I hope this helps!

------------------------------
Eduard Roehrich
Senior Product Manager
Gamification, Engagement and Performance Management

Original Message:
Sent: 09-25-2023 13:27
From: Jennifer DiCesare
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Hi Paul,

Thanks for the response.  Is Genesys Cloud considered an embedded client?  Looking at the documentation with the warning you mentioned, it references the embedded client for Chrome, but I believe this is different than the OOTB Genesys Could.

https://help.mypurecloud.com/articles/troubleshoot-the-genesys-cloud-embedded-clients/

I would expect a single embedded client and Genesys Cloud to be able to both be leveraged.  Especially with Workforce Management in the picture as it has VERY limited functionality within the embedded client, which increases the need for users to also leverage Genesys Cloud.

Thanks,

Jennifer

------------------------------
Jennifer DiCesare
Esri Canada

Original Message:
Sent: 09-25-2023 13:14
From: Paul Simpson
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Jennifer,

Genesys do not recommend, or support, the running of multiple clients simultaneously as the same user (whether on the same machine, or not.) This includes the opening of multiple tabs in the browser. It is for exactly this reason (and some similar behavior.)

As you have seen, it won't prevent you from doing it, but I would advise you to stick to one client at a time.

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 09-25-2023 10:02
From: Jennifer DiCesare
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

#Integrations
#Telephony
#Unsure/Other

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

#Integrations
#Telephony
#Unsure/Other

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Hi Jennifer,

As Eduard mentioned, there is now a more formal solution via the embedded client, but we were able to resolve this issue manually via the agents muting either the Salesforce or Genesys Tab within Chrome. I am not 100%, but imagine this can be done on other browsers too. From our experience the agents only needed to do this the once, and it solved having alerts from both which they found jarring.

Cheers

Dave

------------------------------
Dave Chivers
Ovo Energy Ltd

Original Message:
Sent: 09-25-2023 10:02
From: Jennifer DiCesare
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

#Integrations
#Telephony
#Unsure/Other

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Hi Jennifer,

As Eduard mentioned, there is now a more formal solution via the embedded client, but we were able to resolve this issue manually via the agents muting either the Salesforce or Genesys Tab within Chrome. I am not 100%, but imagine this can be done on other browsers too. From our experience the agents only needed to do this the once, and it solved having alerts from both which they found jarring.

Cheers

Dave

------------------------------
Dave Chivers
Ovo Energy Ltd

Original Message:
Sent: 09-25-2023 10:02
From: Jennifer DiCesare
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

#Integrations
#Telephony
#Unsure/Other

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Hi Dave - just wanted to follow up on this.  This week, we noticed that leveraging the Mute Site option in Genesys Cloud disabled the sound on the embedded client, ultimately causing the agents to not hear anything when answering a call.

I don't remember this happening in the past, although I'm not sure if many staff were using this option until this week.  Have you noticed any recent changes for staff that are using the Mute Site option?  I'm curious if Genesys made a change.  I don't notice the double ringing happening now either, even with both sites having the sound enabled, which makes me think they did.

Hi Jennifer,

As Eduard mentioned, there is now a more formal solution via the embedded client, but we were able to resolve this issue manually via the agents muting either the Salesforce or Genesys Tab within Chrome. I am not 100%, but imagine this can be done on other browsers too. From our experience the agents only needed to do this the once, and it solved having alerts from both which they found jarring.

Cheers

Dave

------------------------------
Dave Chivers
Ovo Energy Ltd

Original Message:
Sent: 09-25-2023 10:02
From: Jennifer DiCesare
Subject: Double ringing in Salesforce embedded client and Genesys Cloud

Hi,

We are finding that both the Salesforce embedded client and Genesys Cloud ring when a call comes in - not in unison.  While it makes sense that both would ring, there should be a way to disable the sound for one.  Is there any way to disable the sound settings for just Genesys Cloud (it looks as though the sound cannot be muted in Genesys Cloud for calls, only turned down)?  Genesys Cloud also has been reported to continue ringing after the call in answered in the Salesforce client.  Our users have abandoned the use of Genesys Cloud as they find the double ringing too distracting, which is problematic as we have recently introduced Workforce Management and Time Off via Genesys Cloud.

Any advice would be appreciated!

Jennifer

#Integrations
#Telephony
#Unsure/Other

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------