Genesys Cloud - Main

Hi all 

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out. 
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew. 

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Hi,

We are also facing the same issue from yesterday 20-April. It is occurred for all the Jabra model [Jabra Engage 75 & 65]. It was working fine till 19-Apr. There is no any special release notes available from the Genesys Cloud. As of now, we raised the Critical Ticket with Genesys to investigate this issue.

------------------------------
Sundaram Pillai
Cognizant Technology Solutions India
------------------------------

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Thanks, Sundaram. We'll do the same. 

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Original Message:
Sent: 04-21-2022 10:10
From: Sundaram Pillai
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi,

We are also facing the same issue from yesterday 20-April. It is occurred for all the Jabra model [Jabra Engage 75 & 65]. It was working fine till 19-Apr. There is no any special release notes available from the Genesys Cloud. As of now, we raised the Critical Ticket with Genesys to investigate this issue.

------------------------------
Sundaram Pillai
Cognizant Technology Solutions India

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Hi Sundraram

Did you recieve any feedback from support? We have a customer with same issue, but if a solution was already there.....! :-)

Br. Herluf

------------------------------
Herluf Bjerg
Nuuday A/S
------------------------------

Original Message:
Sent: 04-21-2022 10:10
From: Sundaram Pillai
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi,

We are also facing the same issue from yesterday 20-April. It is occurred for all the Jabra model [Jabra Engage 75 & 65]. It was working fine till 19-Apr. There is no any special release notes available from the Genesys Cloud. As of now, we raised the Critical Ticket with Genesys to investigate this issue.

------------------------------
Sundaram Pillai
Cognizant Technology Solutions India

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Hi guys

We received feedback form Telstra / Genesys that this has been recognised as a 'known issue' and a fix is underway. I don't have any reference number for it though but hopefully it should be fixed soon. 

Regards
Andrew

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Original Message:
Sent: 04-22-2022 08:07
From: Herluf Bjerg
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi Sundraram

Did you recieve any feedback from support? We have a customer with same issue, but if a solution was already there.....! :-)

Br. Herluf

------------------------------
Herluf Bjerg
Nuuday A/S

Original Message:
Sent: 04-21-2022 10:10
From: Sundaram Pillai
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi,

We are also facing the same issue from yesterday 20-April. It is occurred for all the Jabra model [Jabra Engage 75 & 65]. It was working fine till 19-Apr. There is no any special release notes available from the Genesys Cloud. As of now, we raised the Critical Ticket with Genesys to investigate this issue.

------------------------------
Sundaram Pillai
Cognizant Technology Solutions India

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Hi all

I think they might have fixed this problem in yesterday's update. There is no mention of it in the release notes that I can see but our headsets all appear to be working correctly this morning. 

Cheers!

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Original Message:
Sent: 04-25-2022 18:43
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi guys

We received feedback form Telstra / Genesys that this has been recognised as a 'known issue' and a fix is underway. I don't have any reference number for it though but hopefully it should be fixed soon.

Regards
Andrew

------------------------------
Andrew Costigan
Ventia Pty Ltd

Original Message:
Sent: 04-22-2022 08:07
From: Herluf Bjerg
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi Sundraram

Did you recieve any feedback from support? We have a customer with same issue, but if a solution was already there.....! :-)

Br. Herluf

------------------------------
Herluf Bjerg
Nuuday A/S

Original Message:
Sent: 04-21-2022 10:10
From: Sundaram Pillai
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi,

We are also facing the same issue from yesterday 20-April. It is occurred for all the Jabra model [Jabra Engage 75 & 65]. It was working fine till 19-Apr. There is no any special release notes available from the Genesys Cloud. As of now, we raised the Critical Ticket with Genesys to investigate this issue.

------------------------------
Sundaram Pillai
Cognizant Technology Solutions India

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Sadly we are still having issues with our Jabra Engage 65 headsets. We were told that it is still being worked on as of Monday and that the case was raised to operations. Our agents are experiencing everything from incessant clicking during calls, and calls dropping, to callbacks with no sound. We are anxiously waiting for a resolution. Good luck to you all!

------------------------------
Christine Gerogosian
APICS, Inc. dba ASCM
------------------------------

Original Message:
Sent: 04-27-2022 20:37
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

I think they might have fixed this problem in yesterday's update. There is no mention of it in the release notes that I can see but our headsets all appear to be working correctly this morning.

Cheers!

------------------------------
Andrew Costigan
Ventia Pty Ltd

Original Message:
Sent: 04-25-2022 18:43
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi guys

We received feedback form Telstra / Genesys that this has been recognised as a 'known issue' and a fix is underway. I don't have any reference number for it though but hopefully it should be fixed soon.

Regards
Andrew

------------------------------
Andrew Costigan
Ventia Pty Ltd

Original Message:
Sent: 04-22-2022 08:07
From: Herluf Bjerg
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi Sundraram

Did you recieve any feedback from support? We have a customer with same issue, but if a solution was already there.....! :-)

Br. Herluf

------------------------------
Herluf Bjerg
Nuuday A/S

Original Message:
Sent: 04-21-2022 10:10
From: Sundaram Pillai
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi,

We are also facing the same issue from yesterday 20-April. It is occurred for all the Jabra model [Jabra Engage 75 & 65]. It was working fine till 19-Apr. There is no any special release notes available from the Genesys Cloud. As of now, we raised the Critical Ticket with Genesys to investigate this issue.

------------------------------
Sundaram Pillai
Cognizant Technology Solutions India

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

We too are having this issue, although we used a mix of wired headsets from Jabra, Poly and EPOS, and the issue only seems to apply to auto-answer agents - which is odd that they even get alerted with a ringtone.

------------------------------
Tim Speakman
Auto Trader Limited
------------------------------

Original Message:
Sent: 04-28-2022 18:11
From: Christine Gerogosian
Subject: Headset base continues to ring after call answered in Gen Cloud

Sadly we are still having issues with our Jabra Engage 65 headsets. We were told that it is still being worked on as of Monday and that the case was raised to operations. Our agents are experiencing everything from incessant clicking during calls, and calls dropping, to callbacks with no sound. We are anxiously waiting for a resolution. Good luck to you all!

------------------------------
Christine Gerogosian
APICS, Inc. dba ASCM

Original Message:
Sent: 04-27-2022 20:37
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

I think they might have fixed this problem in yesterday's update. There is no mention of it in the release notes that I can see but our headsets all appear to be working correctly this morning.

Cheers!

------------------------------
Andrew Costigan
Ventia Pty Ltd

Original Message:
Sent: 04-25-2022 18:43
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi guys

We received feedback form Telstra / Genesys that this has been recognised as a 'known issue' and a fix is underway. I don't have any reference number for it though but hopefully it should be fixed soon.

Regards
Andrew

------------------------------
Andrew Costigan
Ventia Pty Ltd

Original Message:
Sent: 04-22-2022 08:07
From: Herluf Bjerg
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi Sundraram

Did you recieve any feedback from support? We have a customer with same issue, but if a solution was already there.....! :-)

Br. Herluf

------------------------------
Herluf Bjerg
Nuuday A/S

Original Message:
Sent: 04-21-2022 10:10
From: Sundaram Pillai
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi,

We are also facing the same issue from yesterday 20-April. It is occurred for all the Jabra model [Jabra Engage 75 & 65]. It was working fine till 19-Apr. There is no any special release notes available from the Genesys Cloud. As of now, we raised the Critical Ticket with Genesys to investigate this issue.

------------------------------
Sundaram Pillai
Cognizant Technology Solutions India

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

I have logged this with Genesys and its a bug,  They advised to use time machine to go back to an earlier version which doesn't do it but my business is too big to do this

https://apps.euw2.pure.cloud/directory/feature/ACE-2405

change to your org location to use

I have used persistent connection as a work around for now on the people affected, it does seem like possibly slow connections are affected

Andy

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Hi Andy.
That site doesn't exist in our org's location but thanks anyway.
My initial gut feeling was to also blame slow connections but we have great connectivity in our offices and our agents are there half the time.
We recently moved agents over to persistent connections but even though the alerting period is now usually less than 0.1s before connecting the call, it's still registering an alert and so the headsets keep on ringing.

------------------------------
Tim Speakman
Auto Trader Limited
------------------------------

Original Message:
Sent: 12-09-2022 10:00
From: Andy Jackson
Subject: Headset base continues to ring after call answered in Gen Cloud

I have logged this with Genesys and its a bug,  They advised to use time machine to go back to an earlier version which doesn't do it but my business is too big to do this

https://apps.euw2.pure.cloud/directory/feature/ACE-2405

change to your org location to use

I have used persistent connection as a work around for now on the people affected, it does seem like possibly slow connections are affected

Andy

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

We also face this issue; it seems to happen randomly, but it is very annoying. Is there any other solution found in the meantime rather than go back to an earlier version? 
Thanks
Vanessa

------------------------------
Vanessa Ting
Zurich Insurance Group
------------------------------

Original Message:
Sent: 12-09-2022 10:00
From: Andy Jackson
Subject: Headset base continues to ring after call answered in Gen Cloud

I have logged this with Genesys and its a bug,  They advised to use time machine to go back to an earlier version which doesn't do it but my business is too big to do this

https://apps.euw2.pure.cloud/directory/feature/ACE-2405

change to your org location to use

I have used persistent connection as a work around for now on the people affected, it does seem like possibly slow connections are affected

Andy

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------

Hello Vanessa
For the Engage 65 we have found setting in Jabra Direct the softphone playback device to 'Audio device' can help the over-ring scenario please.

------------------------------
Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
------------------------------

Original Message:
Sent: 04-19-2023 09:33
From: Vanessa Ting
Subject: Headset base continues to ring after call answered in Gen Cloud

We also face this issue; it seems to happen randomly, but it is very annoying. Is there any other solution found in the meantime rather than go back to an earlier version? 
Thanks
Vanessa

------------------------------
Vanessa Ting
Zurich Insurance Group

Original Message:
Sent: 12-09-2022 10:00
From: Andy Jackson
Subject: Headset base continues to ring after call answered in Gen Cloud

I have logged this with Genesys and its a bug,  They advised to use time machine to go back to an earlier version which doesn't do it but my business is too big to do this

https://apps.euw2.pure.cloud/directory/feature/ACE-2405

change to your org location to use

I have used persistent connection as a work around for now on the people affected, it does seem like possibly slow connections are affected

Andy

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 04-21-2022 01:02
From: Andrew Costigan
Subject: Headset base continues to ring after call answered in Gen Cloud

Hi all

Ever since yesterday (approx 36hrs ago) we've had dozens of agents complaining that they are having issues with their headset base units.  They all use Jabra Engage 65 units which have been working fine for the past 6 months.  Basically the issue is that they can't answer the call by pressing the ofhook button on the base unit anymore. They therefore are forced to answer the call from inside the web client which connects them to the calling party, but the base unit continues to ring along with an audible clicking on the headset earphone, until it eventually times out.
Most of the agents use the Genesys desktop app but the clicking issue also occurs with some of the agents just using a chrome browser.   Those agents using the app, are using the latest version.

Is anyone having similar issues or know of what the problem might be caused by?

Thanks
Andrew.

#Telephony

------------------------------
Andrew Costigan
Ventia Pty Ltd
------------------------------