SmartApps Cloud Platform Status
Symitar and DNA screen pop impacted by browser updates
Identified - Recent updates to browser behavior have caused the SmartApps Genesys Interaction Widget to fail in sending screen pop requests for certain core vendors. With the release of version 142, Chrome and Edge now enforce the Local Network Access specification, restricting requests to local networks unless explicitly permitted.

The SmartApps Agent widget relies on a localhost address to communicate with the Screen Pop Assistant and trigger screen pops in some of the supported third-party applications. Unfortunately, these new browser restrictions are blocking such requests, resulting in failed screen pops, particularly affecting Symitar Episys and DNA Relationship Manager.

Our team is actively working on resolving this issue and exploring various approaches to bypass the need for these workarounds.

Here are some available workarounds for this situation:
- Do not upgrade Chrome / Edge version 142 or later
- Disable Browser flag "Local Network Access Checks".  Modify flag to Disabled.  chrome://flags/#local-network-access-check  or edge://flags/#local-network-access-check

We are working on the following approaches in parallel to fully resolution to solution and not required either of the available workarounds:
- We have requested Genesys add a new Iframe Feature / Permissions Policy called "local-network-access".  By adding this permission to the iframe which loads SmartApps Agent Widget, the browser is informed this page can make requests to the Screen Pop Assistant application running on the desktop.
- For DNA customers, there is a newer approach for screen popping which does not require use of the Screen Pop Assistant.  Many of our DNA customers are already using this new approach.  To confirm if it is being used in your environment, navigate to Screen Pop -> Application Definitions within Site Manager.  Under the Fiserv OSI DNA screen pop definition, the value for Option 3 set to "dna:pop" indicates you are using the new approach.  Contact support if you are not using the new approach and need assistance getting it deployed
- For Symitar customers, we have created a new approach which removes the need for the Screen Pop Assistant.  This solution has been tested internally but is not yet deployed at any customer environments.  If you are interested in deploying the new approach, contact michael.shrall@ttecdigital.com.  This approach will become standard in the future as it removes the need for an installed Screen Pop Assistant on each user's machine which is required to always be running.
Nov 07, 2025 - 11:28 EST
Uptime over the past 90 days. View historical uptime.
IVR ? Operational
90 days ago
99.74 % uptime
Today
Client Addin ? Degraded Performance
90 days ago
99.74 % uptime
Today
Site Manager ? Operational
90 days ago
99.78 % uptime
Today
UAT ? Operational
Smart Bot ? Operational
90 days ago
99.78 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Scheduled Maintenance

Fall '25 Release Notes Available Oct 23, 2025 11:20-11:21 EDT

The Fall 2025 release is available in all UAT environments in preparation for the planned mid-November go-live. Please submit a support ticket if any issues are identified during UAT testing.

For Fall '25 Release Notes, the release notes page has been updated.
https://www.ttecdigital.com/pages/smartapps-updates

Detailed release notes will be available for review on the SmartApps Solution Series portal. To gain access to that, register for communication on the Release Notes page above.
Posted on Oct 23, 2025 - 11:17 EDT
Nov 9, 2025

No incidents reported today.

Nov 8, 2025

No incidents reported.

Nov 7, 2025

Unresolved incident: Symitar and DNA screen pop impacted by browser updates.

Nov 6, 2025

No incidents reported.

Nov 5, 2025

No incidents reported.

Nov 4, 2025

No incidents reported.

Nov 3, 2025

No incidents reported.

Nov 2, 2025

No incidents reported.

Nov 1, 2025

No incidents reported.

Oct 31, 2025

No incidents reported.

Oct 30, 2025

No incidents reported.

Oct 29, 2025
Elevated IVR Error Rates
Resolved - This incident has been resolved.
Oct 29, 23:40 EDT
Update - UAT environments have recovered. SmartApps Cloud services are operating normally at this time. Teams will continue to monitor for additional issues.
Oct 29, 19:39 EDT
Update - SmartApps Cloud services in production environments have returned to normal operation. Error rates have returned to baseline levels. UAT environments are still in recovery. The platform provider expects full recovery by 23:20 UTC on 29 October 2025.
Oct 29, 18:05 EDT
Update - Mitigation steps are still in progress. SmartApps Cloud services are showing signs of recovery for most customers. UAT environments are still in recovery. Teams are continuing to monitor.
Oct 29, 16:51 EDT
Monitoring - The platform provider is still applying mitigation steps. SmartApps services are seeing improvement but are not fully recovered.
Oct 29, 14:38 EDT
Update - The underlying platform provider has identified the problem and confirmed that mitigation steps are being applied to address the issue.
Oct 29, 13:28 EDT
Identified - The underlying platform provider has confirmed that they are experiencing intermittent availability issues and that teams are investigating.
Oct 29, 12:52 EDT
Update - SmartApps is experiencing a larger outage with underlying service providers. Teams are still investigating.
Oct 29, 12:18 EDT
Investigating - SmartApps is experiencing elevated error rates with IVR calls. Teams are investigating.
Oct 29, 12:11 EDT
Oct 28, 2025

No incidents reported.

Oct 27, 2025

No incidents reported.

Oct 26, 2025

No incidents reported.

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