Did either of you ever resolve these issues? We've had an ongoing issue since 21st March (the day PureCloud back end is updated?) with very similar issues, namely:
- Agents are unable to see waiting calls in PureCloud (only that there is a call waiting on our dashboards) and have to use the SIP stations to answer the call
- Agents are unable to place customers on hold or secure pause
- Sometimes clicking on secure pause disconnects the call
- Agents are unable to wrap-up a call after ending
Pressing F5 to refresh the Chrome tab seems to work. We have tried numerous things including testing the PureCloud app but the same happens (I think the app uses Chrome somewhere?).
We made no changes to our setup as all updates (Windows, Chrome, Java etc...) are strictly controlled and not allowed to auto update. We have noticed that the PureCloud process is using a large amount of RAM and Memory after the issue occurs - prior to it usage is around 2-3% CPU and 250-300MB RAM.
We've had a support ticket open since that day and have provided numerous console/network logs but we aren't getting anywhere. TBH this is just one of many issues we face with PureCloud on pretty much a daily basis.
Thanks,
Geoff
Original Message:
Sent: 01-19-2018 16:02
From: Jason Bruderlin
Subject: Reoccurring problem answering calls & GUI functionality
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.