Hi Matthew,
Thank you for your reply.
The error message is
Out of Service - Media Error (58) voice (#followed by the extension number#)
I have opened a case with Customer Care. They have advised that any USB headset that is supported by the Windows Operating System should work normally with Workspace SIP Endpoint.
Reference: https://docs.genesys.com/Documentation/IW/latest/Dep/InteractionWorkspaceSIPEndpointTheir next recommendation was to upgrade the .NET version:
For Interaction Workspace 8.0-8.1.4, you need to use .NET 3.5
For Workspace Desktop Edition 8.5+, you need to use .NET 4.5
Reference: https://docs.genesys.com/Documentation/System/latest/SOE/WorkspaceDesktopEdition
Customer is using .NET 4.8, so I believe that meets the requirement.
The other thing is that when the agent manually clicks on the logon option in IWS, this error message disappears, and the agent is able to take calls normally.
If I find any resolution for this case, I will share it on this thread.
Thanks!
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Maryam
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Original Message:
Sent: 10-31-2019 08:21
From: Matthew West
Subject: IWS - Out of Service - Media Error (58)
Hi Maryam,
Unfortunately, the image you shared was blocked. Can you add the text of the message?
Could you open a Customer Care ticket for this issue? They will need more details than you would want to share here. If there is an issue with headset configuration, the development team will need the details from a Customer Care ticket to resolve it.
Thanks,
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Matthew West
Staff Technical Writer
Genesys Laboratories
Original Message:
Sent: 10-28-2019 20:54
From: Maryam Iqbal
Subject: IWS - Out of Service - Media Error (58)
Hi,
I would like to have some general information.
Some users on laptops are getting the below error:
This prevents the agents from going into Ready state automatically after initial login.
The problem has been isolated to usb 3.1 / usb-c headset configuration.
Is this a known error and can someone suggest a workaround please?
Thank you!
#Omni-ChannelDesktop/UserInterface
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Maryam
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