If your administrator has enabled the Universal Logout feature in the Genesys Cloud organization, then logging out of any Genesys Cloud client automatically logs you out of all other active clients, including the embedded clients. When you log out of any Genesys Cloud client, the system revokes all your active authentication tokens, logging you out of every active client. If you are on an active voice call, the call is terminated.

Universal Logout only triggers on user-initiated log outs. If you didn’t manually log out, check whether:

• You logged out of another Genesys Cloud client, such as the stand-alone Genesys Cloud, without realizing that it would also log you out of the embedded client.
• A supervisor initiated a forced log out for your account.

If you believe that the log out was unintentional or you’re experiencing repeated unexpected log outs, contact your administrator.

For more information, see Log out universally from all clients.

Genesys checks two criteria and bills accordingly:

1. A user holds a Genesys Cloud for Zendesk integration license.
2. A user has a logged in presence at some point during the month (in either Genesys Cloud for Zendesk or Genesys Cloud).

Yes. Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs.

Agents can customize the following settings in the embedded client:

• WebRTC
  • Microphone
  • Speaker
  • Play ringtone on separate device
  • Pop WebRTC Phone Window
  • Advanced Mic Settings
    • Automatic Mic Gain
    • Echo Cancellation
    • Noise Suppression
• Queue
  • Prompt for queue on click-to-dial
  • Remember the last selected queue
• Notifications
  • Mute ringing for alerting interactions
  • Show system notification for alerting interactions
  • Ringtone
• Call Forwarding
  • Forwarding Number
  • Extension

These settings remain consistent across multiple browser tabs and persist even after agent sign-outs and browser resets.

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.

Yes. For customers using Chrome 120 version, Google recommends using the following flag:

chrome://flags/#tracking-protection-3pcd

For customers who use Chrome 121 or later version, see Set flags for testing in the Google documentation. 

You selected Show system notification for alerting interactions in the client, but you are not receiving any notifications.

1. Check your browser notification settings to make sure that they allow notifications from Genesys Cloud. For example, if your Genesys Cloud organization is located in North American (East), then make sure that your browser notification settings allow notifications from https://apps.mypurecloud.com.
2. Check your computer system settings to make sure that they allow your browser to display system notifications.

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.

In 2020, Genesys changed the name of PureCloud to Genesys Cloud. Because older managed packages, administrator configurations, and code for the embedded clients could contain references to the former product name, you could continue to see the term PureCloud in your integration.

For more information about the integrations, see About the Genesys Cloud embedded clients.

Usually. The integrations create subject lines for interactions when the interactions connect. However, if an outbound call disconnects before the external party picks up, the activity record (in Salesforce) would not contain a subject.

For more information about the integrations, see About Genesys Cloud for Salesforce and About Genesys Cloud for Zendesk.

Absolutely! With Genesys Cloud for Salesforce, Genesys Cloud for Chrome, and Genesys Cloud for Firefox, and Genesys Cloud Embeddable Framework, you can configure the Click-to-Dial settings to prompt users for queues when they click a phone, email, or sms link. Genesys Cloud for Zendesk allows users to input a queue name before dialing a number from a phone or sms link, or sending an email from an email link. 

See information about click-to-dial in the following integrations:

• Genesys Cloud Embeddable Framework
• Genesys Cloud for Chrome
• Genesys Cloud for Firefox
• Genesys Cloud for Salesforce
• Genesys Cloud for Zendesk

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.