We have a new implementation of Genesys Business Edition Cloud and have 6 agents using Workspace Web.  These agents are all skilled for one queue.  They are not setup for calls to be auto-answered but rather must manually answer the call via clicking Accept in the Genesys pop-up window or clicking the call control button on their USB headset.

We have gotten numerous reports form these agents that some inbound queue calls are being auto-answered.  In fact, 30 seconds can go by before they realize that the call is live.  We investigated this issue and thought we isolated it to the fact that while in queue these agents are multi-tasking, including typing in IM convos.  And that inadvertently they were hitting enter to send an message in an IM convo when they had been targetted for a new inbound call and that enter keystroke was actually accepting the call.  At this time we have simply educated the agents about this behavior and asked them to be mindful of it.

However, one of the agents reported today that a call was auto-answered even though she was not doing anything on her laptop at the time.

Does anyone have any experience with this scenario?

We had some issues with Auto Answer either not beeping before the call came and a few other issues and were told it's the version that we are on. What version of designer are you on?

to help with this, we enabled the bell ringing for all calls.

https://docs.genesys.com/Documentation/Options/Current/HTCC/HTCC-interaction-workspace#voice-ringing-bell

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Austin Brigham
WHIRLPOOL CORPORATION
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Original Message:
Sent: 11-20-2015 12:49
From: Kristin Lacher
Subject: Problems with calls being auto answered

We have a new implementation of Genesys Business Edition Cloud and have 6 agents using Workspace Web.  These agents are all skilled for one queue.  They are not setup for calls to be auto-answered but rather must manually answer the call via clicking Accept in the Genesys pop-up window or clicking the call control button on their USB headset.

We have gotten numerous reports form these agents that some inbound queue calls are being auto-answered.  In fact, 30 seconds can go by before they realize that the call is live.  We investigated this issue and thought we isolated it to the fact that while in queue these agents are multi-tasking, including typing in IM convos.  And that inadvertently they were hitting enter to send an message in an IM convo when they had been targetted for a new inbound call and that enter keystroke was actually accepting the call.  At this time we have simply educated the agents about this behavior and asked them to be mindful of it.

However, one of the agents reported today that a call was auto-answered even though she was not doing anything on her laptop at the time.

Does anyone have any experience with this scenario?

Absolutely. 

We did an analysis regarding CPU usage, specifically RAM memory available.  The computer requirements are slighlty misleading in that it is only considering what the Genesys tool requires.  We have found that our machines require 16 GB memory to operate smoothly and consistently.  


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Austin Brigham
WHIRLPOOL CORPORATION
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Original Message:
Sent: 03-20-2019 02:07
From: Kevin Brown
Subject: Problems with calls being auto answered

Austin,
There is a difference if you use a local .wav ringer versus delivered from the server.  I can't begin to get into the 1 full FTE work year we've been struggling with this, but will suffice it to say that if you deliver from the cloud, you must have 64 bit Windows with 8GB of RAM for it to work 100% of the time.  With 32bit, 10-12% fail and it is user specific.  Move them to a 64 bit 8GB PC and it works.  Move them to a Win 7 32bit that works for Agent 1, it won't work for them.

Using local ringers creates the "Goldilocks" problem with Win 7 and Win 10. You need to distribute different volume levels per OS.  A real PITA!

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Kevin Brown
BANNER HEALTH

Original Message:
Sent: 02-06-2019 20:42
From: Austin Brigham
Subject: Problems with calls being auto answered

to help with this, we enabled the bell ringing for all calls.

https://docs.genesys.com/Documentation/Options/Current/HTCC/HTCC-interaction-workspace#voice-ringing-bell

------------------------------
Austin Brigham
WHIRLPOOL CORPORATION

Original Message:
Sent: 11-20-2015 12:49
From: Kristin Lacher
Subject: Problems with calls being auto answered

We have a new implementation of Genesys Business Edition Cloud and have 6 agents using Workspace Web.  These agents are all skilled for one queue.  They are not setup for calls to be auto-answered but rather must manually answer the call via clicking Accept in the Genesys pop-up window or clicking the call control button on their USB headset.

We have gotten numerous reports form these agents that some inbound queue calls are being auto-answered.  In fact, 30 seconds can go by before they realize that the call is live.  We investigated this issue and thought we isolated it to the fact that while in queue these agents are multi-tasking, including typing in IM convos.  And that inadvertently they were hitting enter to send an message in an IM convo when they had been targetted for a new inbound call and that enter keystroke was actually accepting the call.  At this time we have simply educated the agents about this behavior and asked them to be mindful of it.

However, one of the agents reported today that a call was auto-answered even though she was not doing anything on her laptop at the time.

Does anyone have any experience with this scenario?