Why do we need middleware? Can’t the two systems just talk to each other directly?
I manage 30 agents and half are on Avaya and half are on Genesys. When they transfer calls between each other, the receiving agent has no idea who the customer is. It is causing customer complaints.
Click-to-dial from our CRM fails in Chrome but works in Edge.
The error: ‘NotAllowedError: Autoplay policy prevents audio context creation’. Chrome blocks the audio context because the user hasn’t interacted with the GC iframe.
Chrome’s autoplay policy requires a user gesture before creating an AudioContext.
The GC iframe needs a click event before it can initialize WebRTC audio. Add allow="microphone; autoplay" to the GC iframe element. Additionally, the user must interact with the GC widget at least once after page load.
We solved this by having agents click a ‘Ready’ button in the GC widget after login. This single click satisfies Chrome’s autoplay policy and enables all subsequent click-to-dial operations without further interaction. Agent training covers this mandatory first-click step.
We need a quantifiable impact analysis of the lost context during cross-platform transfers.
If agents spend an average of 90 extra seconds re-collecting customer information after a cross-platform transfer, and we have 200 cross-platform transfers per day, that is 300 agent-hours per month of wasted productivity. That alone justifies accelerating the Avaya decommission timeline.