Genesys for Salesforce and Genesys browser webRTC sessions

Genesys Cloud Integrations
1

Hi there,

We are seeing an issue with one of our customers using Genesys for Salesforce for their CTI call handling. Their agents are also using the Genesys Cloud browser client for viewing dashboards for example.

They are seeing some strange behaviour such as when a call comes in on Salesforce they answer the call but they get constant alert ringing even after answering the call.

I'm thinking this may have something to do with notifications/audio settings in the webRTC within Salesforce. Though I suspect that their other browser tab within Chrome may also have a webRTC session active causing issues.

My question is around best practice for Salesforce webRTC sessions while using the browser version of Genesys Cloud as well. Is this possible and can they logout/deselect their phone in the browser version of GC and then login via Salesforce? What is the best method to avoid having two webRTC sessions competing on two different platforms?

Thanks a lot

2

Please open a case with Genesys Cloud Care to investigate this issue.

3

Generally the Care team says that running two instances of the app are not supported, and that you are just out of luck. Somewhere on the resource center is a doc stating this but I cannot find it right now.

We also have users who 'need' to run the main site for dashboards, we ran into issues with them deselecting their WebRTC station, but if they turn the volume down in the webapp they're generally good on the whole forever-ringing thing.

4

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