Frequently Asked Questions

This page addresses common questions about MiraBridge Phone setup, usage, and troubleshooting.

General Questions

❓ What is MiraBridge Phone?

MiraBridge Phone is an embeddable softphone solution that integrates Genesys Cloud directly into CRM platforms like Microsoft Dynamics 365 and Salesforce. It eliminates the need to switch between separate applications by bringing telephony features directly into the agent’s CRM workspace.

❓ Which CRM platforms are supported?

Currently supported platforms include:

  • Microsoft Dynamics 365 (all variants with CIF v1 and v2)
  • Salesforce Lightning

Coming soon: Zendesk, Salesforce Classic, and custom iframe implementations.

❓ Do I need special Genesys Cloud licenses?

MiraBridge Phone works with standard Genesys Cloud user licenses. You’ll also need a separate MiraBridge Phone license for each concurrent user. Contact your MiraBridge representative for licensing details.

Installation and Setup

❓ How long does installation typically take?

A typical installation can be completed in 2-4 hours, including:

  • Genesys Cloud configuration (30-60 minutes)
  • CRM platform setup (30-60 minutes)
  • Testing and validation (60-120 minutes)

❓ Can I test MiraBridge Phone before full deployment?

Yes! We recommend starting with a pilot group of 5-10 agents. Use the enableDebug=true flag during testing to get detailed logging information.

❓ What browser requirements should I communicate to my team?

Ensure all agents use:

  • Google Chrome (recommended)
  • Mozilla Firefox
  • Microsoft Edge (Chromium-based)

Important: Internet Explorer is not supported, and Safari may have limited functionality.

Licensing and Usage

❓ How are licenses consumed?

  • A license is consumed when an agent logs into MiraBridge Phone
  • The license is released when the agent logs out
  • If a session ends unexpectedly (browser crash, network issue), the license is automatically released after 60 seconds

❓ What happens if all licenses are in use?

When all licenses are consumed:

  • New login attempts will show an error message
  • Agents retain access to standard Genesys Cloud functionality
  • The CRM integration features will be unavailable until a license becomes available

❓ Can I see current license usage?

An administrative dashboard for license monitoring is coming soon. Currently, license usage is tracked automatically, and sessions are managed transparently.

Technical Questions

❓ Is my data secure?

Yes. MiraBridge Phone follows security best practices:

  • All data processing occurs in the agent’s browser
  • No customer data is stored on MiraBridge servers
  • OAuth authentication ensures secure API access
  • Sessions are anonymous and contain no personally identifiable information

❓ What happens during network outages?

  • If the connection to MiraBridge is lost, Genesys Cloud continues to function normally
  • CRM automation features will be temporarily unavailable
  • Once connectivity is restored, full functionality resumes automatically
  • No data is lost during temporary network interruptions

❓ Can I customize the widget appearance?

Basic customization options are available through deployment configuration. Contact MiraBridge support for specific customization requirements.

Troubleshooting

❓ The widget shows a blank screen. What should I check?

  1. Verify all required URL parameters are present (deploymentId, region, clientId)
  2. Check browser console for error messages
  3. Ensure popup blockers are disabled
  4. Confirm the correct Genesys Cloud region is specified
  5. Verify OAuth client configuration in Genesys Cloud

❓ Why can’t agents hear audio during calls?

Common causes and solutions:

  1. Browser permissions: Check microphone/speaker permissions
  2. WebRTC support: Ensure WebRTC is enabled
  3. Device conflicts: Close other applications using audio devices
  4. Network issues: Check firewall settings for WebRTC traffic

❓ How do I enable debug logging?

Add enableDebug=true to your widget URL:

https://phone.mirabridge.cloud/api/v1/deployment/main/init?region=mypurecloud.de&clientId=your-client-id&enableDebug=true

All debug messages will appear in the browser console with the [MiraBridge] prefix.

Support

❓ Where can I get help?

  1. Documentation: Start with our comprehensive guides
  2. Debug logs: Enable debugging and collect browser console logs
  3. Session ID: Note the session ID from console logs
  4. MiraBridge Support: Contact support with logs and session ID

❓ What information should I include when contacting support?

Please provide:

  • Detailed description of the issue
  • Steps to reproduce the problem
  • Browser type and version
  • CRM platform and version
  • Session ID from browser console logs
  • Screenshots or screen recordings if applicable

Best Practices

❓ What are the recommended deployment practices?

  1. Start small: Begin with a pilot group
  2. Enable debugging: Use debug mode during initial deployment
  3. Test thoroughly: Validate all critical workflows
  4. Train users: Ensure agents understand the integrated workflow
  5. Monitor usage: Keep track of license consumption patterns

❓ How can I optimize performance?

  • Keep browsers updated to the latest versions
  • Ensure stable network connectivity
  • Close unnecessary browser tabs and applications
  • Use dedicated workstations for contact center operations
  • Regularly clear browser cache and cookies

Still have questions? Contact MiraBridge support for personalized assistance.