When the user uses SSO to login to the web notifier, the user can run into the following issues
Upgrade Process
From my experience, after upgrading the Web Notifier, My Edge disabled the Web Notifier extension because the extension needs new permission. I had to go to the Extension Manager to re-enable it. I am not sure if it is the same behavior with your agent PC. If so, the agent needs to go to the Edge Extension and click the enable switch box manually
It will show the agent this notification:
Suggested resolution: send the agent instructions on how to enable the extension.
Agent is unable to log in to Web Notifier using Office 365.
The requirements for the agent to login to Web Notifier using SSO with O365 are:
- The agent username must match user’s Office 365 username.
- The Server Address that is configured for the Web Notifer has to be https://pop.comtech.uw.edu/linkscopeweb or https://pop.comtech.uw.edu/LinkScopeWeb with case sensitivity.
Suggested resolution: review the agent username.
Agent needs to confirm their extension multiple times.
If the agent has to confirm their extension every time they log in to the system, the Agent ID has not yet mapped to the agent’s username correctly or they logged in to the Web Notifier before logging in to the ACD so that the system can’t find their extension.
Suggested Resolution:
- Review the mapping between the agent ID and username.
- Log in to ACD before logging in to the Web Notifier.
Auto-login process needs to be paid attention
If the agent selected “Remember me” option, the Web Notifier will try to log in automatically when the browser starts and it will use the last extension that it remembered to log in. If the agent uses a different extension for a day, they need to re-login. We will improve this logic to recognize the agent extension changed and update it automatically. For the current version, we don’t have that logic yet.
Suggestion solution: let the agent know they need to double-check their extension from the web notifier if they change their phone extension.