To have incoming call and other Genesys Phone System notification enabled and visible over Remote Desktop you need to go through this steps. Unfortunatelly IT is not able for now to automate this process on your account.


Please note: Genesys URL address might change once the system is deployed into production.


1. Log in to Genesys Phone System.


https://login.mypurecloud.com.au/


2. Click on More Login Options


3. Provide organization name FCTG and click Next


4. In the bottom of login screen there is section: Log in with another account. Please click on OKTA


5. Once you are logged in to Genesys if the pop-up appears, click Allow to know your location 


6. Click on your user icon and go to Preferences


7. In Prefences window please ensure "Allow Pop-up Notifications" is enabled. Next click "Send test notification"

You


You should receive this notification  on your desktop:


8. Now we need to configure Windows System Notifications and Focus Assist.


Click on menu start and click on Settings



Go to System 

Go to Notifications & actions. 

Under Notifications: Ensure these options are enabled:

- Notificaitons

- Show reminders and incoming VoIP calls on the lock screen

- Allow notifications to play sounds

Under Get notifications from these apps: Ensure this option is enabled:

apps.mypurecloud.com... (or similar with icon of Genesys like on the screenshot).

and Microsoft Edge



9. Click on the Genesys app in the list


Please change the Priority of notifications in Action Centre and confirm replacement of Microsoft Cortana


10. Now go to Focus assist

Under Focus assist: Ensure these options are enabled:

- Priority only

Under Automatic rules: Ensure this options are disabled:

- During these times

- When I'm duplicating my display

- When I'm playing game

- When I'm using an app in full-screen mode

No click on Customise your priority list

Under Calls, text and reminders this options are enabled

- Show incoming calls, including VoIP

- Show reminders, regardless of the ap used

Under Apps please click + Add an app and select Genesys icon which look slike on this screenshot.


You can remove other apps like "Nearby sharing" or "Snip & Sketch" or "Xbox Console Companion" app.


Once these steps are concluded you will receive call notifications from your Edge browser on local laptop even if you use remote desktop in full-screen mode on all displays.