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  • 1.  Teams embedded client popout requirements

    Posted 07-27-2022 11:09
    No replies, thread closed.
    Hello,

    We were looking forward to testing this out today. I was able to get it uploaded and up and running pretty easily, but when I went to test it, the first thing I found was that you have to pop it out into a new window.

    This completely negates the "single pane of glass" solution we were looking for with a Teams embedded client. If agents have to have a separate window open, they might as well just use the web client.

    Are there plans to resolve this issue and let the app run natively inside of Teams as an app that can alert for inbound interactions WITHOUT a popped out additional window? If not, why?

    Thanks,
    #Integrations

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    Duncan Maloch
    Sonic.net
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  • 2.  RE: Teams embedded client popout requirements

    Posted 07-28-2022 14:09
    No replies, thread closed.

    Hello Duncan,
       Your question is reasonable and one many in our community share.  Unfortunately, we cannot run our Teams app outside of a pop-out window due to the way the Microsoft Teams desktop application handles memory for third-party applications. If a user is in a third-party application and clicks over to the Teams chat tab (or any other tab in the teams desktop client), all the memory from the third-party application will be erased by the Teams application.  In the context of Genesys Cloud running within MS Teams, that means the interaction would be terminated. Whether it be voice or digital.  This would create unexpected and undesirable behavior and we are preventing that from happening via the pop-out window.

    Regards,

    Jason Wolfgang



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    Jason Wolfgang
    Genesys - Employees
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    Original Message


  • 3.  RE: Teams embedded client popout requirements

    Posted 07-28-2022 14:23
    No replies, thread closed.
    That makes sense, but I guess I don't see the point of the embedded client then. It appears notifications don't work, even when the popout window is open, so agents are better off using a different tab for the web gui and having the full feature set plus notifications vs having a dialer in a Teams popped out window without nonfictions. 

    Thanks

    ------------------------------
    Duncan Maloch
    Sonic.net
    ------------------------------

    Original Message


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