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Eugene Hill

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Aug 2, 2024, 8:14:02 PM8/2/24

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Hi Brian,

Users are using the Genesys Desktop Application Win32 client.
in the scenarios we've investigated, we'll get a blue circle spinning in the center of the desktop application
Then the blue circle will stop spinning.
Genesys app will flash, disappear, then reappear showing the reloading as shown in my screen capture.
The user will then be brought back to their profile page and have to navigate back to the place where the application 'crashed', 'reloaded' or 'became unstable'. Which ever term you would like to use.
I do not see any application event logs for Genesys when this occurs (Windows).

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Genesys Desktop is a thin-client, web-based desktop application that unifies Genesys Agent and Genesys Supervisor activities within a single user-interface. Genesys Agent Desktop streamlines the handling of customer interactions by agents in the contact center by the management of both PSTN and Internet interactions. Genesys Supervisor Desktop enables day-to-day supervisor activities in a single interface with real-time reporting by providing the tools supervisors that need to react to real-time conditions.

Depending on network connectivity, allows agents to work on digital channels.
All applications are available via VPN and can be delivered via remote desktop sessions or VDI capabilities (Windows Terminal Services, Citrix etc.)

In all scenarios, corporate guidelines with regards to privacy and compliance with GDPR and other privacy regulations must be followed. For example, secure transactions in a non-office/non-managed environment where external factors are more difficult to manage e.g. Customer confidential data discussed over a voice call where other people could be present.

I'm currently working on a desktop application that integrates with Genesys through an API. We have configured the access token grant type as "Implicit Token" and set up authentication to occur when the application is launched. However, we've encountered an issue when trying to authenticate using an AzureAD ID that is integrated with SSO. We receive the following message and are denied access from Azure:

"Sign-in has been completed, but access conditions for this resource have not been met. For example, you may be accessing from a restricted browser, app, or location as determined by an administrator."
(It's actually in Japanese, so it differs from the English version of AzureAD in terms of wording.)

For app authentication, we are using
"OAuthWebViewForm()" from "GenesysCloudOAuthWebView.WinForms.dll",
and we have confirmed that this application can authenticate with Genesys Cloud using its ID and with AzureAD using a web browser.

Has anyone encountered a similar issue, or does anyone have insights into what might be causing the desktop application authentication to be rejected by AzureAD under these conditions?
Your help and expertise would be greatly appreciated.

That's the kind of issue with no straightforward answer.
It is likely that there's some conditional access policy in place.
This could involve IP ranges filtered out, device being blacklisted, etc.

Telephony administrators can now require the use of the WebRTC Media Helper. When administrators enable the Require WebRTC Media Helper setting, users must have an active and connected media helper to make or receive a call. A connected media helper prevents audio traffic from streaming through Virtual Desktop Infrastructure (VDI), which can introduce audio quality degradation. For more information, see Require WebRTC Media Helper. This feature has no restriction by user or required user to access.

On December 14, 2022, Genesys released a feature to install and use WebHID with Jabra headsets in the Chrome web browser. Due to technical issues, Genesys temporarily removed this feature on December 16, 2022. Genesys has now re-enabled the feature. With this feature, Genesys Cloud CX prompts current Jabra headset users who use the Chrome web browser to use WebHID. Jabra headset users who use the desktop app are not affected. For more information, see Configure a Jabra headset. This feature has no restriction by user or required user to access.

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