Using PureCloud Firefox extension With PureCloud WebApp

Genesys Cloud Integrations
1

Hi everyone,

we have a customer with a CRM in Firefox.
They mostly need the clickToCall feature for the moment and are on a very tight planning.

So we were considering using the FireFox Plugin in addition of having the agent logged into the PureCloud WebApp for the usual features.
But before engaging that we'd like to have a few confirmations:

As the Firefox plugin also have a mini web app embedded inside and a webRTC Phone:

  1. is it possible to disable them ? (we've not found configuration for that so far)

  2. If they can't be disabled, could it cause issues if the agent launches it at the same time than the full PureCloud web app by clicking on the plugin icon ?

  3. Could the webRTC Phone in the Firefox Plugin cause issues with the web app where the Customer is not going to use a WebRTC Phone, but has its own BYOC on site ?

Thanks,
Regards.

2

No, you cannot disable the client that is part of the PureCloud for Firefox extension. The client is fully intended to run side by side with the main PureCloud client (in fact, if you double click the PureCloud icon in the Embedded Client, it will launch the main web app in a new tab). Keep in mind that if both clients are running, they will both alert when a new interaction comes in.

If the customer is not using webRTC phones, then webRTC will not play into the equation at all.

3

Ok, that sounds good then and we can go with that solution.
many thanks for the confirmations.

4

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