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.
  
  1. From Setup in Salesforce, search for Omni-Channel Settings in the Quick Find box and select Omni-Channel Settings.
  2. 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
     For more information, see Enable and Configure Omni-Channel in the Salesforce documentation.
  3. Click Save.

• Salesforce does not natively support broadcast ring groups (Group Ring). In CX Cloud, each agent alerted in a broadcast ring group receives an individual VoiceCall record instead of a shared one.
• While Genesys Cloud auto answer remains the recommended option in CX Cloud, Salesforce’s Automatically accept work requests option is also supported with the following limitations:
  • This option applied at the agent’s presence configuration affects all the queues and DID calls under that configuration and cannot be scoped to a subset of queues. 
  • This option cannot be applied for progressive and predictive outbound campaigns. Genesys Cloud auto answer bridges the agent the instant a call connects, keeping calls within the Compliance Abandon Threshold (default two seconds). Salesforce’s option doesn’t guarantee that same connection timing.

    For more information, see Configure auto answer in CX Cloud from Genesys and Salesforce.

• Multiparty calls are managed within the Service Cloud Voice environment, and Salesforce imposes certain constraints on how participants are added and displayed. Consider the following when working with multiparty calls:
  • For optimal performance, multiparty call must be initiated within the Service Cloud Voice and remain within the environment.
  • 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.