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  • 1.  Salesforce / Genesys Embedded App

    Posted 12-19-2024 01:35
      |   view attached
    No replies, thread closed.

    Hi,

    Has anyone come across this popup ?

    Happens only on a agents first voice interaction, and doesn't impact the call / functions within the embedded app or Salesforce. Agents are using Chrome to access both Salesforce & embedded app. Any subsequent voice calls do not popup this error.

    Only started circa 2 to 3 weeks back, so not sure if it is related to a release from Genesys or our Salesforce environment.

    Thanks,


    #Unsure/Other

    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------


  • 2.  RE: Salesforce / Genesys Embedded App
    Best Answer

    Posted 12-19-2024 03:32
    No replies, thread closed.

    Hi Neil,

    The development team are working on a fix for this.  The issue is caused by authentication between the CRM and Genesys Cloud video permissions causing the popup, this only surfaced when some back end changes were made a few weeks ago and should have no impact.  If users are not using ACD Video or Collaborate Video functions, you could remove the video permissions and this would stop the authentication trying to initialize and users wont see the popup.  If they do, then hopefully the fix will be deployed soon to stop the popup from appearing



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



  • 3.  RE: Salesforce / Genesys Embedded App

    Posted 12-19-2024 07:34
    No replies, thread closed.

    Thanks Sam, we don't use video so have removed the permissions and by doing so has stopped the popup. I'll keep an eye out for the fix on future release notes.



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


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