Phone adapter duplicates when using Live Agent simultaneously and Users cannot stay logged into Phone
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Phone adapter duplicates when using Live Agent simultaneously and Users cannot stay logged into Phone

Live Agent , Spring 16

Last updated 2016-12-08 ·Reference W-2995872 ·Reported By 7 users

Fixed - Summer '16

Summary
When in the console with an active Chat, Users CTI Softphone will go offline in the console component. There is an iframe within the Console page that loads another instance of the softphone resulting in a session conflict, and the softphone within the hidden iframe takes precedence, making it so the agent cannot utilize the softphone component. This issue will affect any sidebar components where they depend on sessions.

Repro
This does not happen with all CTI plugins

Have both a Phone component and Live Agent on the same Console
Have the Agent login to both the Phone component and the Live Agent component
The Phone component will switch from a ready state to offline

Workaround
None at this time

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