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  • 1.  Grayed out buttons in Genesys

    Posted 12-10-2025 06:12
    No replies, thread closed.

    hi,

    We have Genesys integrated with CRM, and some users are randomly experiencing greyed-out buttons, which prevent them from picking up calls.

    It's hard to collect logs, because the issue happens randomly.

    What we do - clear cache, use Chrome, log out / log in. Sometimes it helps, sometimes not.

    Does anyone have a similar issue and have a fix for that?


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Jakub Zychowicz
    ------------------------------


  • 2.  RE: Grayed out buttons in Genesys
    Best Answer

    Posted 12-10-2025 08:36
    No replies, thread closed.

    Hi Jakub,

    It sounds like its losing phone connectivity, this can be caused by having multiple concurrent logins: Why do multiple concurrent Genesys Cloud logins cause problems?

    Which connector are you using to integrate with the CRM?



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Grayed out buttons in Genesys

    Posted 12-11-2025 01:38
    No replies, thread closed.

    We have Genesys "built-in" CRM; we don't use any add-ons to Chrome or desktop apps.

    It is unlikely that a user logs in from multiple devices/connectors. 🤔



    ------------------------------
    Jakub Zychowicz
    ------------------------------

    Original Message


  • 4.  RE: Grayed out buttons in Genesys

    Posted 12-11-2025 12:38
    No replies, thread closed.

    Are you guys using a VPN environment of any kind? I often notice this sort of "connectivity" issue for team members logging into the Genesys Cloud interface via a VPN.  

    If so, you might consider a Media Helper; I am unsure of how these work with the embedded client, but they resolve most issues with the web and desktop clients. 



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    Shelby Cronk
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    Original Message


  • 5.  RE: Grayed out buttons in Genesys

    Posted 12-15-2025 04:26
    No replies, thread closed.

    Hi Jakub, there is no built in connector, so you are possibly using a connector from the Genesys Cloud AppFoundry

    With regards to multiple logins, this is when there is more than one login, e.g. multiple tabs in a browser(s) or logged in via embedded client and Genesys cloud app or browser etc



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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