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  • 1.  Multi Contextual Panel Auto Launching the Custom Application

    Posted 05-08-2025 01:52
    No replies, thread closed.

    Hello Team,

    We have integrated custom application through Multi Contextual panel for Agents UI, the application has to be launched by agent on demand but we noticed every time a interaction get assigned to agent the application automatically launches and throwing error. (both inbound and outbound calls we see this behavior).

    We know why that error is occurring in the application but we want to prevent auto launch the application, Genesys triggers that application before the interactions get matured with agents. 

    How to overcome the auto launch the app from Multi Contextual Panel ?
    Note - Genesys native apps not launching like this, only custom apps are behaving like this.

    thanks


    #SystemAdministration

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    Saravanakumar Sakthivel
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  • 2.  RE: Multi Contextual Panel Auto Launching the Custom Application
    Best Answer

    Posted 05-08-2025 09:31
    No replies, thread closed.

    Hello Saravanakumar,

    My recommendation would be to capture some console and network logs when this issue occurs. You should reach out to the developers who created the custom app and have them investigate the issue further.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Multi Contextual Panel Auto Launching the Custom Application

    Posted 05-08-2025 12:25
    No replies, thread closed.

    The application is not coded to loaded automatically, and the same the application was being used inside Script there it is not auto launching. 

    So custom app side i do not see any possibility for this issue.

    What is your point of view the custom apps in the multi contextual panel auto launches or not which is true ?



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    Saravanakumar sakthivel
    x
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    Original Message


  • 4.  RE: Multi Contextual Panel Auto Launching the Custom Application

    Posted 05-08-2025 13:51
    No replies, thread closed.

    Hello,

    I removed your posts which had the network logs due to PII reasons. I have not heard of any issue with the multipanel workspaces. The latest UI update should work just fine out of the box, which is why I would suspect that the custom application would be causing the issue. You may want to check in with the people in the Multipanel Workspace community.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Multi Contextual Panel Auto Launching the Custom Application

    Posted 05-14-2025 12:07
    No replies, thread closed.

    Hello 

    We understand the pattern why the panel custom applications are auto launching it is as per design from Genesys. Also, this is auto launching for the users who used the application during any time Inbound/Outbound Calls applications end by himself from that time onwards the selections get preserved and auto launching, if user close the application during the Inbound/Outbound Calls then it won't auto launching from next Call onwards. 

    thanks, we understand the behavior and user experience. 



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    Saravanakumar sakthivel
    x
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    Original Message


  • 6.  RE: Multi Contextual Panel Auto Launching the Custom Application

    Posted 05-15-2025 14:48
    No replies, thread closed.

    We have the same issue as well. Before the agent gets the chance to answer the call, the preview immediately triggers the custom app. This causes problems as the app serves as a video bridge between the agent and the customer. If it triggers before the agent accepts the call, it's potentially a security risk.

    I'd suggest the Panel Manager could be expanded further with the multicontextual panel update. A setting where admins can configure which panels are disabled from auto triggering would be beneficial.



    ------------------------------
    Dianne
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    Original Message


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