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sporadic loss of Pickup/Hangup buttons in WebRTC phone esp. Zendesk Plugin

  • 1.  sporadic loss of Pickup/Hangup buttons in WebRTC phone esp. Zendesk Plugin

    Posted 03-27-2018 17:29
    We're experiencing ongoing, sporadic inability to pick up incoming calls and/or hang up calls using WebRTC softphones in both the Purecloud and Zendesk-plugin for PureCloud interfaces.    

    Has anyone encountered this or can you suggest general areas to look at while troubleshooting?   Because it's sporadic it's difficult to isolate/reproduce.   

    Specifically an incoming call will be ringing to the agent but either the pickup button is grayed out or it appears to be available but clicking it does nothing.   Similarly, hanging up a call the buttons for hangup are sometimes grayed out and sometimes appear available but don't work. Definitely not tied to wrapup.  

    Usually  completely closing the browser sessions and restarting them 'fixes' the issue.   Definitely more common in the Purecloud-zendesk plug-in but have observed this behavior in native purecloud web interface as well.  

    Any thoughts/areas-of-focus are greatly appreciated.

    ------------------------------
    Dana Eckoff
    Mosaic (joinmosaic.com)
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