Restrict Multiple CTI Sessions Across Browsers and Systems
Updated
By default, CTI allows agents to log into multiple sessions across different browsers or systems. For example, an agent might be logged in on both Chrome and Edge simultaneously. This can lead to conflicts in voice call routing, causing misrouted calls, confusion, and decreased efficiency.
To prevent this, CTI supports session restriction controls. When enabled, an agent can have only one active CTI session at a time. If the agent logs in from a new browser or system, the previous session is automatically logged out. This prevents conflicts and ensures a stable, reliable CTI experience.
Note: The restrict session feature applies only to CTI-to-CTI sessions. It does not force logout sessions between Enterprise and CTI or vice versa. These types of sessions are not affected by this functionality.
Enablement
Note: Access to this feature is controlled by a dynamic property (DP). To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Once enabled, Sprinklr automatically logs agents out of any existing sessions when they log in from a new browser or device.
Key Capabilities
The session restriction feature of CTI offers the following key capabilities:
Single Active CTI Session: When an agent logs into CTI from a new browser, the previous session is automatically logged out. Both the CTI and conversation widget display a logout message in the old session.
On-Call Protection: If an agent is already on a call, the system blocks any new login from another browser to prevent call interruptions.
Session Recovery via Refresh: If logged out from one browser, the agent can quickly restore the session by refreshing the page.
Clear Logout Messaging: When a session ends, CTI shows a clear message explaining why they were logged out, helping reduce confusion and unnecessary support requests.
Key Benefits
This feature offers the following benefits:
Prevents Call Conflicts: Eliminates misrouted calls caused by multiple active sessions.
Enhances Agent Experience: Displays clear session logout messages to reduce confusion.
Seamless Session Management: Enables quick recovery by refreshing the page, minimizing interruptions.
Enterprise-Grade Security: Aligns with enterprise session policies by enforcing single-session rules.