Genesys Cloud - Main

Hello. First post here. New to Genesys Cloud and currently working on our implementation and configuration of the platform, and loving the platform so far!

For some context - We host our internal knowledge base in Atlassian's Confluence. I have created a script/screen pop to embed our "Call Script" page/verbiage to guide the agent with their greeting with the caller. It works perfectly if the agent is already logged in to Confluence. However, if the agent is not currently logged into the knowledge base//Confluence, the embedded page (Confluence) advises the agent to log in to their account. If the "Log In" button is clicked, it completely navigates away from the Genesys Cloud Agent/Interaction and the call disconnects. 

Is there any way I can have the embedded page load the "log in" page within the existing embed instead of navigating away from Genesys? 

Still working to get my grips on much of the platform, so apologies ahead of time if there is something obvious I have missed in the script configuration - I didn't have much luck searching for a similar issue.

Thanks!

-Jon

#ArchitectureandDesign

------------------------------
Jonathan Kenney
Systems Administrator
------------------------------

Hello Jonathan, 

First off welcome to the community we are glad to have you. 

I believe I have a solution to your issue. The behavior you're experiencing is related to how the iframe authentication is handled in GC. There's a specific setting that can help prevent the navigation away from GC interface when auth is required. 

Resource Center Doc

Heres the steps to fix it:

1. Go to Admin
2. Navigate to Account Settings > Organizations Settings
3. Click on the Authentication tab
4. Under Genesys Cloud Login, find and enable the "Use Pop-out Authentication for Embedded iframes" toggle switch

Some notes:

• When this setting is enabled, the authentication will pop out in a separate window instead of trying to navigate within the iframe
• Users will need to ensure their browsers are configured to allow pop-ups from GC
• This solution will maintain the agent's position within the interaction while allowing them to authenticate

This should help prevent the call disconnection issue your experiencing while still allowing agents to access what they need

Hope this helps!

Cheers, 

Hello. First post here. New to Genesys Cloud and currently working on our implementation and configuration of the platform, and loving the platform so far!

For some context - We host our internal knowledge base in Atlassian's Confluence. I have created a script/screen pop to embed our "Call Script" page/verbiage to guide the agent with their greeting with the caller. It works perfectly if the agent is already logged in to Confluence. However, if the agent is not currently logged into the knowledge base//Confluence, the embedded page (Confluence) advises the agent to log in to their account. If the "Log In" button is clicked, it completely navigates away from the Genesys Cloud Agent/Interaction and the call disconnects. 

Is there any way I can have the embedded page load the "log in" page within the existing embed instead of navigating away from Genesys? 

Still working to get my grips on much of the platform, so apologies ahead of time if there is something obvious I have missed in the script configuration - I didn't have much luck searching for a similar issue.

Thanks!

-Jon

#ArchitectureandDesign

------------------------------
Jonathan Kenney
Systems Administrator
------------------------------

Hi Cameron,

Thank you - happy to be here. Really appreciate the quick response!

I enabled this option within the Organization settings, but I am still experiencing the same issue when clicking the "Log In" button.

I tried both Incognito and manually logging out from my normal browser, so I am prompted to log in again within the page embed. 

For what it's worth - I am not seeing a pop-up being blocked. I went into Chrome settings and whitelisted the Genesis site and even allowed pop-ups from all sites. 

Hello Jonathan, 

First off welcome to the community we are glad to have you. 

I believe I have a solution to your issue. The behavior you're experiencing is related to how the iframe authentication is handled in GC. There's a specific setting that can help prevent the navigation away from GC interface when auth is required. 

Resource Center Doc

Heres the steps to fix it:

1. Go to Admin
2. Navigate to Account Settings > Organizations Settings
3. Click on the Authentication tab
4. Under Genesys Cloud Login, find and enable the "Use Pop-out Authentication for Embedded iframes" toggle switch

Some notes:

• When this setting is enabled, the authentication will pop out in a separate window instead of trying to navigate within the iframe
• Users will need to ensure their browsers are configured to allow pop-ups from GC
• This solution will maintain the agent's position within the interaction while allowing them to authenticate

This should help prevent the call disconnection issue your experiencing while still allowing agents to access what they need

Hope this helps!

Cheers, 

Hello. First post here. New to Genesys Cloud and currently working on our implementation and configuration of the platform, and loving the platform so far!

For some context - We host our internal knowledge base in Atlassian's Confluence. I have created a script/screen pop to embed our "Call Script" page/verbiage to guide the agent with their greeting with the caller. It works perfectly if the agent is already logged in to Confluence. However, if the agent is not currently logged into the knowledge base//Confluence, the embedded page (Confluence) advises the agent to log in to their account. If the "Log In" button is clicked, it completely navigates away from the Genesys Cloud Agent/Interaction and the call disconnects. 

Is there any way I can have the embedded page load the "log in" page within the existing embed instead of navigating away from Genesys? 

Still working to get my grips on much of the platform, so apologies ahead of time if there is something obvious I have missed in the script configuration - I didn't have much luck searching for a similar issue.

Thanks!

-Jon

#ArchitectureandDesign

------------------------------
Jonathan Kenney
Systems Administrator
------------------------------

Hello Jonathan, 

This is interesting. I have a couple questions:

1. Is your knowledge base also whitelisted?
2. Have you tried this in a different browser? This would rule out browser issues. 
3. Have you considered implementing an SSO between GC and your knowledge base?

Another idea to help resolve this issue might be to using the GC SDK to handle iframe auth. If you want to go down this route let me know. 

Other than that I think you are going to have to open a ticket with customer care. They can take a look at your environment and logs and escalate through the proper channels, if necessary. 

Cheers, 

Hi Cameron,

Thank you - happy to be here. Really appreciate the quick response!

I enabled this option within the Organization settings, but I am still experiencing the same issue when clicking the "Log In" button.

I tried both Incognito and manually logging out from my normal browser, so I am prompted to log in again within the page embed. 

For what it's worth - I am not seeing a pop-up being blocked. I went into Chrome settings and whitelisted the Genesis site and even allowed pop-ups from all sites. 

Hello Jonathan, 

First off welcome to the community we are glad to have you. 

I believe I have a solution to your issue. The behavior you're experiencing is related to how the iframe authentication is handled in GC. There's a specific setting that can help prevent the navigation away from GC interface when auth is required. 

Resource Center Doc

Heres the steps to fix it:

1. Go to Admin
2. Navigate to Account Settings > Organizations Settings
3. Click on the Authentication tab
4. Under Genesys Cloud Login, find and enable the "Use Pop-out Authentication for Embedded iframes" toggle switch

Some notes:

• When this setting is enabled, the authentication will pop out in a separate window instead of trying to navigate within the iframe
• Users will need to ensure their browsers are configured to allow pop-ups from GC
• This solution will maintain the agent's position within the interaction while allowing them to authenticate

This should help prevent the call disconnection issue your experiencing while still allowing agents to access what they need

Hope this helps!

Cheers, 

Hello. First post here. New to Genesys Cloud and currently working on our implementation and configuration of the platform, and loving the platform so far!

For some context - We host our internal knowledge base in Atlassian's Confluence. I have created a script/screen pop to embed our "Call Script" page/verbiage to guide the agent with their greeting with the caller. It works perfectly if the agent is already logged in to Confluence. However, if the agent is not currently logged into the knowledge base//Confluence, the embedded page (Confluence) advises the agent to log in to their account. If the "Log In" button is clicked, it completely navigates away from the Genesys Cloud Agent/Interaction and the call disconnects. 

Is there any way I can have the embedded page load the "log in" page within the existing embed instead of navigating away from Genesys? 

Still working to get my grips on much of the platform, so apologies ahead of time if there is something obvious I have missed in the script configuration - I didn't have much luck searching for a similar issue.

Thanks!

-Jon

#ArchitectureandDesign

------------------------------
Jonathan Kenney
Systems Administrator
------------------------------