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  • 1.  WebRTC phone is de-selected at login

    Posted 09-09-2024 14:16

    Anyone having issues were an Agent logs into Genesys cloud in the morning, and the WebRTC phone is de-selected, and they cannot Select a phone until they log back out of Genesys shut the App down and restart the desktop app?  It only appears to be happening with users that are using the Desk-top app.  Chrome seems fine.

    Thanks much!


    #Telephony

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    Jeff Lehmann
    CCS Medical, Inc.
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  • 2.  RE: WebRTC phone is de-selected at login

    Posted 09-09-2024 15:30

    Hi Jeff, this has been a re-occurring issue since last week for us. We are using Genesys Cloud the web version and having the issue using Chrome or Edge. 



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    Elyse Gritsonis
    Johnson Financial Group
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    Original Message


  • 3.  RE: WebRTC phone is de-selected at login

    Posted 09-10-2024 10:18

    We've been seeing similar issues as well, though it seems to be affecting our physical phones more than our WebRTCs.  It seems to have started the same day as a Genesys Edge update to 1.0.0.17354, though it's possible it's coincidental.  Were anyone else's Edges updated around the time these issues started for them as well?  

    I've opened a Genesys Support case this morning to investigate, but I'm not optimistic that they'll quickly find the cause.



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    William Sparapani
    Amica Mutual Insurance Co.
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    Original Message


  • 4.  RE: WebRTC phone is de-selected at login
    Best Answer

    GENESYS
    Posted 09-10-2024 16:54

    That certainly does seem weird. Initially I was thinking that this might be caused by the the Chromium browsers putting the tabs to sleep but it looks like this might also be affecting agents who are using the desktop application. I'm going to keep any eye on if we are seeing any other reports of this internally. If you do open up a case, please let us know if you come across any other information.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 5.  RE: WebRTC phone is de-selected at login

    Posted 09-11-2024 08:38

    Hey Jason,

    I changed my users WebRTC phone base setting under General to "Maintain a persistent connection" that seems to be helping. 



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    Elyse Gritsonis
    Johnson Financial Group
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    Original Message


  • 6.  RE: WebRTC phone is de-selected at login

    Posted 09-11-2024 07:11
    Edited by Layne Cornwall 09-11-2024 15:04

    Similar issues in the last week that subsided a little bit yesterday.  One of the things we noticed is that when they attempt to select their phone in the UI, they are presented with a string of characters (something along the lines of 78bee6c2269721z+orgspan.com) instead of their normally named phone.  Most users have rebooted and are able to get in afterwards.  Mix of Chrome/FF/App



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    Layne 
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    Original Message


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