Troubleshoot the Genesys Cloud embedded clients
Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.
Warning: Do not run different variants 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) and Genesys Cloud Communicate for mobile apps simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.
The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.
Call forwarding
Interactions
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Error messages with WebRTC phones
- Test your WebRTC phone settings
Miscellaneous
The following content applies to Genesys Cloud Embeddable Framework.
Call forwarding
Interactions
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Cannot test speakers in the client
- Error messages with WebRTC phones
- Test your WebRTC phone settings
- WebRTC phone connectivity issues
- WebRTC phone pop-up closes unexpectedly
Miscellaneous
The following content applies to Genesys Cloud for Salesforce.
Call forwarding
Campaign management
- Cannot create or update campaigns or campaign members
- Campaign members are not syncing to Genesys Cloud
Interactions
Omni-Channel
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Cannot test speakers in the client
- Error messages with WebRTC phones
- Test your WebRTC phone settings
- WebRTC phone connectivity issues
- WebRTC phone pop-up closes unexpectedly
Miscellaneous
- Active SMS conversation already exists
- Apex class warning error
- Auto association is not working
- Call control does not appear in the client
- Can I run Genesys Cloud for Salesforce in multiple browser tabs?
- Chrome autoplay policy changes
- Client does not appear
- Embedded interaction window failed to load
- Failed to save interaction log
- High Velocity Sales issues
- Phone logged out
- Screen pops are not working
- Two activities appear in the logs for each interaction
- Why aren’t fields appearing on my Salesforce pages?
- Why isn’t the client appearing in Lightning?
The following content applies to Genesys Cloud for Zendesk.
Call forwarding
Interactions
Queues
- Queue missing an outbound email address
- Queue missing an outbound SMS number
- Remember the last selected queue not persistent
WebRTC phones
- Audio issues with WebRTC phones
- Cannot make or receive calls with persistent connection
- Cannot pick up calls (Firefox browser users)
- Cannot test speakers in the client
- Error messages with WebRTC phones
- Test your WebRTC phone settings
- WebRTC phone connectivity issues
- WebRTC phone pop-up closes unexpectedly
Miscellaneous
For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.
