Thanks for sharing, Jeremie! I gave you best answer so that your solution is easy to find, but I'll keep the thread open just so others can confirm that fixed the issue for them.
Original Message:
Sent: 05-30-2024 12:14
From: Jeremie SIMON
Subject: No more toast of incoming calls on Genesys Cloud - Since Edge 124.0.2478.51
Hello @Matt Lawson,
The problem appears to be related to a Microsoft software update.
Disable the Windows setting mentioned above works around it.
So we can close this thread.
Thank you anyway
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Jeremie SIMON
Original Message:
Sent: 05-29-2024 11:49
From: Matt Lawson
Subject: No more toast of incoming calls on Genesys Cloud - Since Edge 124.0.2478.51
I floated this by a teammate. They said that our team started replying to some of the tickets (not all of them, but investigation has begun and help is on the way). I would encourage everyone to make sure they are replying to any questions the team asks you back. Wish I could help more, but the team is on it.
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Matt Lawson
Genesys - Employees
Online Community Manager
Original Message:
Sent: 05-29-2024 10:38
From: Simon Dufour
Subject: No more toast of incoming calls on Genesys Cloud - Since Edge 124.0.2478.51
Hi @Matt Lawson,
Would you happen to have any updates on this issue? We are currently experiencing an issue with the Dashboard Refresh and no answer from agents who are on auto-answer.
Both tickets have been open for a long time with no conclusion yet.
Ticket number 0003494816 on dashboard refresh and 0003464037 on No answer on auto-answer.
We will try to downgrade the browser to version 122 to test.
Appreciate any help
thanks
Simon
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Simon Dufour
Beneva Inc
Original Message:
Sent: 05-24-2024 07:18
From: Matt Lawson
Subject: No more toast of incoming calls on Genesys Cloud - Since Edge 124.0.2478.51
Hey Jeremie, this sounds like a bug and I would open a ticket with the care team.
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Matt Lawson
Genesys - Employees
Online Community Manager
Original Message:
Sent: 05-24-2024 03:40
From: Jeremie SIMON
Subject: No more toast of incoming calls on Genesys Cloud - Since Edge 124.0.2478.51
Hello,
Here an additional test :
123.0.2420.10 : same problem (First call : toast notification OK, following calls : no toast notification)
So the problem seem to begin with this version.
I am surprised that no one reported it.
Someone at @Genesys Cloud @Genesys Community can confirm that ?
Regards,
Jeremie
Original Message:
Sent: 05-22-2024 09:50
From: Jeremie SIMON
Subject: No more toast of incoming calls on Genesys Cloud - Since Edge 124.0.2478.51
Hello,
At the beginning of April, our users alerted us to the fact that they no longer receive notifications of incoming calls (no toast displayed).
However, notifications are displayed in the Windows notification center.
I checked all it is possible to check :
- Notifications allowed in the browser and in Windows
- Windows Focus Assist disabled
- No silent notifications activated in Edge settings
- *mypurecloud.de* allowed in notification settings of Edge
- Genesys cloud in PWA mode on Edge
- In eventviewer, PushNotifications-Platform send well the toast corresponding to the call (but I haven't seen it)
- Others softwares (susceptible of acting in competition on notifications) closed
So we tried others browsers :
- Chrome (last version) : same problem (one notification for the first call but then, no more notifications for the following calls)
- Firefox (last version) : no problem
We noticed that an update to the Edge browser was carried out at the beginning of April, therefore, we downgraded Edge to 122.0.2365.8 => no more problem
Result: There must be a bug or incompatibility between Genesys Cloud and browsers using the Chromium engine since version 124.0.2478.51.
Someone can check that ?
I guess Microsoft Edge and Google Chrome are widely used in businesses
Thank you for your help !
#Omni-ChannelDesktop/UserInterface
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Jeremie
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