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  • 1.  Genesys Cloud - Prompts for login when agent is on call

    Posted 09-12-2023 14:02
    No replies, thread closed.
    Hi Community Helpers,
     
    We are seeing error of login when user is on call. Anyone encountered such issue and managed to fix it ? Attached error image.
    Appreciate any quick help.
    Regards,
    Javed 

    #SystemAdministration

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    Javed Hakim

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  • 2.  RE: Genesys Cloud - Prompts for login when agent is on call

    Posted 09-12-2023 23:59
    No replies, thread closed.

    This looks like the desktop app.  Does this work if you use the web client?  If so, make sure you are in the latest Chrome Browser and Destop Client.  For some reason, the client widget is not getting sso information. 



    ------------------------------
    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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    Original Message


  • 3.  RE: Genesys Cloud - Prompts for login when agent is on call

    Posted 09-13-2023 04:34
    No replies, thread closed.

    Hi Robert,

    Thank you for coming back on this. We are using web,  chrome(Version 116.0.5845.97 (Official Build) (64-bit)) and edge (Version 116.0.1938.76 (Official build) (64-bit). Any help will be helpful

    Regards,

    Javed



    ------------------------------
    Javed Hakim
    TRAVELEX
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    Original Message


  • 4.  RE: Genesys Cloud - Prompts for login when agent is on call

    Posted 09-13-2023 04:44
    No replies, thread closed.

    A couple of questions for you.  How do your agents log in and if with SSO, which one?  Second, did you put anything I to the domains in the ORG settings?



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

    Original Message


  • 5.  RE: Genesys Cloud - Prompts for login when agent is on call

    Posted 09-13-2023 14:18
    No replies, thread closed.

    Hi Robert,

    We are using Microsoft Azure SSO. 

    Nothing I see in org. Also idle time out is 480 min



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    Javed Hakim
    TRAVELEX
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    Original Message


  • 6.  RE: Genesys Cloud - Prompts for login when agent is on call

    Posted 09-13-2023 15:03
    No replies, thread closed.

    Javed,

    I have seen behavior like this when agents are logging in multiple times. (Either from multiple tabs in a browser, or from the browser, the app and / or an embedded client.)

    Can you confirm that the agent in question only has a single session open when this happens? Genesys does not support multiple simultaneous logins.



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 7.  RE: Genesys Cloud - Prompts for login when agent is on call

    Posted 09-13-2023 15:23
    No replies, thread closed.

    Hi Paul,

    User is just using single browser, no multiple attempts or tabs were open. Any other suggestions ?



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    Javed Hakim
    TRAVELEX
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    Original Message


  • 8.  RE: Genesys Cloud - Prompts for login when agent is on call

    Posted 11-26-2024 09:13
    No replies, thread closed.

    Hi Javed, did you find a resolution to this issue?



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    Justin Thies
    na
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    Original Message


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