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.