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  • 1.  Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 02-15-2024 10:50
      |   view attached
    No replies, thread closed.

    Hello Genesys community !

    Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Its been going on quite a while, we've had over 25 cases open for the same issue..  SFDC Agent running Chrome in a Single Tab session, 3rd party cookie URLs added to the browser settings, as well as in Memory Saver to avoid memory free from the SFDC and Genesys , and remain those tabs as Active, 

    Intermittently when an inbound call is alerting, the agent clicks the Pickup icon, and there is a spinning wheel, indicating delay / buffering of some type, then the Agent is placed into Not Responding.   Is able to go Back on Q, and get a successful call.  We see this over and over.   Wiresharks logs, Net Console, Zscaler ..etc.. all not giving any definitive reason.

    We cannot be the only ones facing this..

    Not to mention the annoying "The WebRTC window is unable to Display" error also wide spread over our environments.

    Thank you in advance

    John


    #Integrations

    ------------------------------
    John Korn
    Johnson & Johnson Services, Inc.
    ------------------------------


  • 2.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 02-18-2024 23:21
    No replies, thread closed.

    This could be a number of issues.  I would suggest you have a look at the console logs for problems with the pickup.  Also, check the agent for station errors.  You might want to use the Notification Topic for Events to watch for these errors.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 02-19-2024 08:37
    No replies, thread closed.

    Thanks Robert. We have exhausted many troubleshooting methods.

    We are following this thread which is showing numerous other customers have this identical problem.

    https://community.genesys.com/discussion/agents-unable-to-pick-up-calls

    Firefox seems to solve the issue .. as a non-chromium based browser. 

    We are not using Firefox as an approved browser .  

    Thanks



    ------------------------------
    John Korn
    Johnson & Johnson Services, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 02-19-2024 10:45
    No replies, thread closed.

    If you are using the Genesys CTI plug-in, I can imagine - that was never really a great implementation.  Our OneView or the new CX Cloud are much better and more stable.  True Firefox does use Chromium, but their own Geiko does support the Open WebRTC standard and is fully supported by Genesys.  I use Edge for the most part these days as I had problems with Chrome update breaking things.  Also, the power management is a bear to track down and fix.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?
    Best Answer

    Posted 02-27-2024 16:56
    No replies, thread closed.

    I see this problem occur sometimes when the Genesys Cloud Browser app is running alongside the embedded framework client.

    Once I close GC App or restart the browser, the problem goes away.

    By the way, running GC alongside the embedded framework client, is not supported by Genesys and will cause unpredictiable behavior.
    This is a big pain in the butt issue because customers should be allowed to access features of GC App at the same time as running a CRM application that uses the embedded framework. I opened a support case with Genesys and they said they will not fix it and directed me to submit the following idea.

    So go vote for it and let's get this issue fixed:-)

    Allow the embedded frame work to run concurrently with GC App
    https://genesyscloud.ideas.aha.io/ideas/OPCRM-I-31" title="https://genesyscloud.ideas.aha.io/ideas/opcrm-i-31" href="https://genesyscloud.ideas.aha.io/ideas/OPCRM-I-31" rel="noreferrer noopener" target="_blank" class="fui-Link ___1rxvrpe f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn">https://genesyscloud.ideas.aha.io/ideas/OPCRM-I-31



    ------------------------------
    David Watson
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------



  • 6.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 07-12-2024 09:38
    No replies, thread closed.

    Glad to report a bypass of our Genesys traffic in Zscaler yielded huge improvements for all our Orgs.

    Thanks to Genesys support



    ------------------------------
    [John] [Korn]
    [Views expressed are my own and do not necessarily reflect those of my employer.]
    ------------------------------

    Original Message


  • 7.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 07-12-2024 09:56
    No replies, thread closed.

    Hi John,

    We had this issue too and narrowed it down to the Browser 'Sleeping' unused tabs, Once the tab containing the Web App is set to sleep it disrupts the connection to Genesys, disabling this function seems to have resolved the issue



    ------------------------------
    John Sergeant
    Coloplast A/S
    ------------------------------

    Original Message


  • 8.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 07-12-2024 10:27
    No replies, thread closed.

    FYI, in Chrome, it is called a memory saver.  You can also configure tabs that you do not want to go to sleep due to inactivity.



    ------------------------------
    Todd Williams
    InflowCX
    ------------------------------

    Original Message


  • 9.  RE: Who else has the problem with Accepting / Answering an inbound alerting call within the Embedded Salesforce client / Widget ?

    Posted 07-12-2024 11:16
    No replies, thread closed.

    We made huge improvements by bypassing Zscaler for all our Genesys traffic.

    Thanks to Genesys support.



    ------------------------------
    [John] [Korn]
    [Views expressed are my own and do not necessarily reflect those of my employer.]
    ------------------------------

    Original Message


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