Genesys Cloud - Main

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

Hey Paul,

Yes, our reps have the Genesys app and SF opened at the same time. They are integrated so Genesys can sent the interactions to SF where rep's make their notes of the call. This set up allows us to answer from the Genesys app or from SF directly.

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

Tommy,

I may be wrong (I'm sure others will correct me if I am) but running multiple clients as the same user, at the same time, is known to cause problems. This is true of Browser & Desktop App, even multiple Browser tabs!

Hey Paul,

Yes, our reps have the Genesys app and SF opened at the same time. They are integrated so Genesys can sent the interactions to SF where rep's make their notes of the call. This set up allows us to answer from the Genesys app or from SF directly.

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

As far as I'm aware it is not recommended to run different types of embedded clients concurrently:

About Genesys Cloud Embeddable Framework - Genesys Cloud Resource Center (mypurecloud.com)

Warning: Do not run different versions of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.

Tommy,

I may be wrong (I'm sure others will correct me if I am) but running multiple clients as the same user, at the same time, is known to cause problems. This is true of Browser & Desktop App, even multiple Browser tabs!

Hey Paul,

Yes, our reps have the Genesys app and SF opened at the same time. They are integrated so Genesys can sent the interactions to SF where rep's make their notes of the call. This set up allows us to answer from the Genesys app or from SF directly.

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

Thanks for confirming, Peter.

We have seen issues when users have had the Salesforce or Desktop App open, but then also a browser open to monitor dashboards etc. (usually Supervisors). Same with multiple browser tabs.

To be clear, the issue is almost always when interactions are involved. There doesn't seem to be an issue with having multiple pages from the Admin interface open at the same time. (or maybe we just haven't experienced it! 😁)

As far as I'm aware it is not recommended to run different types of embedded clients concurrently:

About Genesys Cloud Embeddable Framework - Genesys Cloud Resource Center (mypurecloud.com)

Warning: Do not run different versions of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.

Tommy,

I may be wrong (I'm sure others will correct me if I am) but running multiple clients as the same user, at the same time, is known to cause problems. This is true of Browser & Desktop App, even multiple Browser tabs!

Hey Paul,

Yes, our reps have the Genesys app and SF opened at the same time. They are integrated so Genesys can sent the interactions to SF where rep's make their notes of the call. This set up allows us to answer from the Genesys app or from SF directly.

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

Do you know how most companies would notate the call? How would we get it to our CRM?

Thanks for confirming, Peter.

We have seen issues when users have had the Salesforce or Desktop App open, but then also a browser open to monitor dashboards etc. (usually Supervisors). Same with multiple browser tabs.

To be clear, the issue is almost always when interactions are involved. There doesn't seem to be an issue with having multiple pages from the Admin interface open at the same time. (or maybe we just haven't experienced it! 😁)

As far as I'm aware it is not recommended to run different types of embedded clients concurrently:

About Genesys Cloud Embeddable Framework - Genesys Cloud Resource Center (mypurecloud.com)

Warning: Do not run different versions of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.

Tommy,

I may be wrong (I'm sure others will correct me if I am) but running multiple clients as the same user, at the same time, is known to cause problems. This is true of Browser & Desktop App, even multiple Browser tabs!

Hey Paul,

Yes, our reps have the Genesys app and SF opened at the same time. They are integrated so Genesys can sent the interactions to SF where rep's make their notes of the call. This set up allows us to answer from the Genesys app or from SF directly.

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

That's what the integration is for. You run the Salesforce client only and manage your calls from there.

HTH

Do you know how most companies would notate the call? How would we get it to our CRM?

Thanks for confirming, Peter.

We have seen issues when users have had the Salesforce or Desktop App open, but then also a browser open to monitor dashboards etc. (usually Supervisors). Same with multiple browser tabs.

To be clear, the issue is almost always when interactions are involved. There doesn't seem to be an issue with having multiple pages from the Admin interface open at the same time. (or maybe we just haven't experienced it! 😁)

As far as I'm aware it is not recommended to run different types of embedded clients concurrently:

About Genesys Cloud Embeddable Framework - Genesys Cloud Resource Center (mypurecloud.com)

Warning: Do not run different versions of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.

Tommy,

I may be wrong (I'm sure others will correct me if I am) but running multiple clients as the same user, at the same time, is known to cause problems. This is true of Browser & Desktop App, even multiple Browser tabs!

Hey Paul,

Yes, our reps have the Genesys app and SF opened at the same time. They are integrated so Genesys can sent the interactions to SF where rep's make their notes of the call. This set up allows us to answer from the Genesys app or from SF directly.

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?

Do you know how most companies would notate the call? How would we get it to our CRM?

Thanks for confirming, Peter.

We have seen issues when users have had the Salesforce or Desktop App open, but then also a browser open to monitor dashboards etc. (usually Supervisors). Same with multiple browser tabs.

To be clear, the issue is almost always when interactions are involved. There doesn't seem to be an issue with having multiple pages from the Admin interface open at the same time. (or maybe we just haven't experienced it! 😁)

As far as I'm aware it is not recommended to run different types of embedded clients concurrently:

About Genesys Cloud Embeddable Framework - Genesys Cloud Resource Center (mypurecloud.com)

Warning: Do not run different versions of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.

Tommy,

I may be wrong (I'm sure others will correct me if I am) but running multiple clients as the same user, at the same time, is known to cause problems. This is true of Browser & Desktop App, even multiple Browser tabs!

Hey Paul,

Yes, our reps have the Genesys app and SF opened at the same time. They are integrated so Genesys can sent the interactions to SF where rep's make their notes of the call. This set up allows us to answer from the Genesys app or from SF directly.

Tommy,

Are you saying that your users are running both clients at the same time? It was my understanding that this is not supported...

Just wanted to see other companies method on answering interactions.

We have our Genesys integrated with Salesforce, we have the option to answer calls by clicking answer in Salesforce or Genesys. Which option have you seen that best answers the call in a timely manner with less issues?