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For the last few months we've been seeing an issue where the agent is trying to answer a call, they click 'Answer' and nothing happens. Additionally, we see GUI unresponsiveness, such as agents being on queue in the GUI they see, but they are in fact off queue, if they hit F5 they see they are off-queue. This happens to all our agents, and occasionally it will happen for all of them at once.
We have opened a ticket with our VAR and Genesys but they are trying to blame the PCs and the network. I don't see any evidence of this so we are continuing to push them.
Today PureCloud notified of an outage and it was basically all the same issues we have been seeing, just more acute. Makes me think the problems are resultant from issues in PureCloud, not the PC or network.
Anyone have the same issues?
Sort of same issues here : we also see GUI unresponsiveness, such as agents being on queue in the GUI they see, but they are in fact off queue, if they hit F5 they see they are off-queue. Or agents going Off-queue without any action by Agent.
I have noticed high memory usage in Chrome Browser. We are now thinking about a higher RAM (from 4gb to 6gb) for PureCloud Users.
I think that if memory is (to) high, some things are getting slower (like notifying PureCloud you are still 'alive') and that's why users are set off-queue.
Hey @Rogier Bosch?, all of our laptops have 8GB RAM, so I don't know if that will help.
We had a call with Genesys this morning, they are not sure either what the issue is.
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