Yes, we're experiencing this as well. Even though both are for Salesforce, Genesys treats them as separate/independent licenses. That's why, as the migration progresses, we need to remove access/permissions for the legacy connector and ensure that migrated agents have only the new connector permissions assigned.
One important detail: if the license has already been consumed in the current billing cycle (i.e., the agent logged in during the cycle), removing it from the agent will not reduce the count for this cycle. You should see the difference in the next billing cycle.
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Elisson Fernandes
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Original Message:
Sent: 05-10-2026 08:57
From: Charles Coco
Subject: Migrating from CTI connector to CX Cloud
Hello everyone,
We use both Genesys Cloud and Salesforce and are currently migrating from the CTI connector to the CX Cloud connector. Although around 80% of our operation has already been migrated, the active CTI connector count still seems to reflect 100% of our operation.
Has anyone experienced this before or knows how we can investigate why the CTI connector count is still being reported instead of only the CX Cloud connector count increasing?
#Integrations
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Charles Coco
Enterprise Architect
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