Hello Catherine,
For issue 1:
Since they don't have physical edges, the focus of your investigation should shift to WebRTC persistent connections and network/connectivity issues. For immediate resolution, agents and admins can use the disconnect interactions tool in Genesys (Admin > Routing > Disconnect interactions) to manually clear stuck interactions.
Now some areas you can look at is the webrtc persistent connections, have the affected users terminate persistent connections before starting their shift. This is usually the cause of interactions to remain stuck. Then you can run the webrtc diagnostics tool. After the users turn off the webrtc persistent connection they can then run the diagnostics tool for their region to id network connectivity issues. This will check network setup, audio functionality, webrtc station id, connection quality metrics (MOS, packet loss, RTT, and jitter), and DNS resolution and connectivity to AWS and Genesys media services.
Since they are BYOC I would have them look into potential SIP trunk and carrier issues. They can view these errors I think by generating pcap files from the interactions details page to analyze SIP signaling between Genesys and the carrier. This should show network issues or SIP trunk config problems. Its also important to review any patterns in when these issues occur.
Some important details to look at:
- Does the issue occur only during initial login or randomly after making/taking calls?
- Does the phone ever recover on its own?
- How frequently does the issue occur?
- Are there specific patterns (certain times, call types, etc.)?
Now for issue 2, you are right if it was permissions it would affect everyone. Since only some users are affected I would look more into browser specific issues. Even with common SF configs browser settings can vary by user. I would start looking at these areas:
- Third-party cookies and data must be enabled - This is a hard requirement
- localStorage and sessionStorage must be enabled (these are disabled in Incognito mode)
- Pop-up blockers must be disabled for WebRTC phones
- Ensure users are on latest versions of Chrome, Firefox, or Microsoft Edge
For the webrtc browser specific config:
- In Chrome, WebRTC phones may need to be configured to "pop a separate window" to access the microphone properly
- Check advanced microphone settings (gain control, echo cancellation)
- In Firefox, ensure microphone access is allowed and "Remember this decision" is selected
This should give the a good starting area.
Hope these tips help!
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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 03-12-2026 04:41
From: Catherine DUPIRE
Subject: Salesforce synchronization issue
Hi @Cameron Tomlin
For issue 1: they don't have any physical edges, they are in byoc cloud configuration. Do you have any tip about what to check ?
For issue 2 : tehy use a common configuration for all users (permissisons are assigned through groups, not individually). In this context :
- if a salesforce permission issu existed we suppose it wouldaffect all users relying on this configuration.
- however, the problemm seems to concern only some users
We suppose it is unlikely that the root cause is related to Salesforce permissions.
Apex Class Access :
The apex classes mentionned appear to be part of Genesys managed package. Access to these classes is automatically granted through teh permission sets provided by the managed package during installation. Since the configuration is identical for all users, a permission issue on these classes would affect all users, not just an isolated case. Furthermore these classes are grated yo the concerned profile, and we have the sme result on another profile.
Browser setting :
we don't have control over that for the moment, it has to be done on the user's workstation, we'll take a look.
Installed version : 4.26
Thanks a lot again for these leads. We're still looking into it, but if you have any other ideas, I'm all ears!
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
Original Message:
Sent: 03-06-2026 13:07
From: Cameron Tomlin
Subject: Salesforce synchronization issue
Hello Catherine,
I can give you some tips from what I have seen before.
For issue 1 this is normally caused by edge device issues or webrtc persistent connections. I would start looking there.
For issues 2 this is usually and issue with the Salesforce permissions and/or browser settings. I would start your investigation with the following:
- Apex Class Access:
purecloud.CustomCallCenterSettings
purecloud.PureCloudChatTranscriptService (if saving chat transcripts)
purecloud.CTIContactSearchService (if using Contact Search)
purecloud.PCInteractionUtilityController (if using GenesysCloudInteractionUtility in Lightning Experience)
Verify these permissions are granted through SF permissions sets.
2. Browser setting:
- Third-party cookies and data must be enabled in browser settings
localStorage and sessionStorage must be enabled (these are disabled in Incognito mode)
Pop-up blockers must be disabled for WebRTC phones
I would also check if you are on the most recent managed package as well. This should be a good place to start, if you havent already.
Hope this helps!
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 03-06-2026 10:59
From: Catherine DUPIRE
Subject: Salesforce synchronization issue
Hi team !
One of my customers has been experiencing several issues since last December, affecting certain users randomly within the Genesys banner in Salesforce (Genesys Cloud for Salesforce connector).
1. Loss of Salesforce–Genesys Synchronization
This issue appears in the call toolbar with the following symptoms:
- The completed interaction remains active in the call toolbar.
- This stuck interaction prevents the agent from receiving a new call and must be manually cleared by a Genesys administrator
2. Difficulties Logging In to the Call Toolbar
Agents encounter the following problems:
- Inability to log in to the call toolbar.
- Inability to select the "On Queue" status in the toolbar.
3. Other Reported Issues
Several users are also experiencing brief audio dropouts during Genesys conversations.
The following actions were attempted without success:
- Reconnecting the agent to the call toolbar
- Restarting the session
- Uninstalling and then reinstalling the Open CTI license
Genesys Support is telling us that the issue comes from Salesforce, but we're not really sure which direction to explore on the Salesforce side. Has anyone here already encountered this type of problem? Do you have any ideas on what actions we could try in Salesforce?
Thanks in advance community ! :-)
Catherine
#API/Integrations
#Implementation
#Omni-ChannelDesktop/UserInterface
#Telephony
#Other
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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