Limitations with CX Cloud from Genesys and Salesforce
When setting up the contact center, consider the following limitations with CX Cloud from Genesys and Salesforce:
- Recommended to disable the display of login confirmation when loading a console with Omni-channel.
- From Setup in Salesforce, search for Omni-Channel Settings in the Quick Find box and select Omni-Channel Settings.
- Select one of the options as desired:
- Automatically log agents in to Omni-Channel in the new window or tab
- Warn agents in a popup that open tab-based work will be terminated.
- Don’t automatically log agents in to Omni-Channel on a new window or tab
- Click Save.
- Instead of the auto answer feature from Genesys Cloud, use the Automatically accept work requests option provided by Salesforce. For more information, see Create Presence Configurations in the Salesforce documentation.
- For optimal performance, multiparty call must be initiated within the Service Cloud Voice and remain within the environment.
- Only the first agent who creates the multiparty call has permission to use the Add User function to add additional participants directly to the multiparty call.
- Salesforce enforces a maximum limit of six participants per call. The Service Cloud Voice user interface prevents users from adding participants beyond this limit; however, Genesys Cloud does not enforce this restriction. If more than six participants are active in the multiparty call, the integration will display a newly joined participant only after an existing participant disconnects.
- For limitations for multiparty calls in Salesforce, see Multiparty Calls and Consult Calls Limitations and Considerations in the Salesforce documentation.
Review the limitations described in the Salesforce documentation for Service Cloud Voice. For more information, see About CX Cloud from Genesys and Salesforce.
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