Genesys Cloud - Main

Hi All,

I wonder if I'm alone in this or whether other users are experiencing functionality issues, mainly since Genesys MFA was enforced?  We have a handful of users who seem to have lost the ability to accept a voice call that will remain connected for more than 20 seconds or so and/or have lost the ability to transfer calls.  Other users find that, when invoking our payment process (using PCI-Pal), that they're presented with the MFA logon window at every occasion.  Our IT team, third-party support and Genesys don't seem to be able to resolve this issue despite making changes to profiles, creating new profiles and multiple other attempts to change hardware & software.  Has anyone else experienced this, or similar?

Many thanks,  

#API/Integrations
#Telephony

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Andrew Smith
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Hello Andrew, 

From your description, it sounds like the repeated MFA prompts during the PCI-Pal payment process may be related to how authentication is handled within an iframe.

One thing I'd check is whether pop-out authentication for iframes is enabled. Since embedded applications like PCI-Pal run inside an iframe in Genesys Cloud, MFA can sometimes result in repeated authentication prompts if the login flow stays embedded.

You can enable this by going to:

Menu > Account > Organization Settings > Authentication

Then, under Genesys Cloud Login, enable Use pop-out authentication for iframes and save the changes.

Just make sure users also allow pop-ups in their browser, otherwise the authentication window won't be able to open.

A couple of other things worth checking:

• If you're using Single Sign-On (SSO), users generally shouldn't be prompted for native Genesys Cloud MFA. If they are, it's worth verifying how authentication is configured.
• Make sure the affected users' system date and time are synchronized correctly, as incorrect device time can cause MFA validation issues.
• Clear the browser cache and cookies on the affected machines.
• Confirm they're using a supported browser such as Chrome, Edge, Firefox, or Safari.

If the issue continues after enabling pop-out authentication, I'd recommend opening a support case with both the PCI-Pal logs and HAR/browser logs from an affected session. That should help determine whether the repeated prompts are coming from the Genesys authentication flow or from the embedded PCI-Pal application itself.

Hope this helps!

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Cameron
Online Community Manager/Moderator
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