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Agent's getting forced to "Not Responding"

James Wade05-09-2017 13:56

I have had tickets opened and have had no resolution to this. Several times per week we will have c...

Zach Munsey05-10-2017 15:23

Hi James, You are not alone - my organization experiences this as well, though with a lower fr...

jason hughes05-10-2017 21:02

Hello James, Thank you for asking. When an agent goes not responding, it's because Agent d...

James Wade05-10-2017 21:53

While I understand what you are saying Jason, that is not the issue. I have opened helpdesk ticket...

Tobias Zackrisson05-12-2017 06:54

HI @James Wade , we have also this issues sometimes and most of the times is because we have chang...

Roisin floyd09-28-2017 14:13

One of our customers are also experiencing the same issue . When an agent clicks on the " A...

Donny Chai09-28-2017 20:06

I have been doing some tests on our own PureCloud and have experienced the similar issues where in...

Rogier Bosch09-29-2017 10:53

We also are experiencing this problem. What is the best solution for this? We are using Chrome as ...

James Wade09-29-2017 11:07

There was no solution. Worked with their help desk people and engineers and were always told it wa...

Dustin Gilbreath10-06-2017 00:57

My call center has Auto Answer set up for our agents and it will occasionally place them in Not Re...

Dan Fontaine05-17-2018 08:51

This is happening for a call center that is using the Desktop App. Is there a troubleshooting or r...

Bill Perkins05-17-2018 11:13

We are having the same issue. Sounds like there are a few customers in the same Boat! ---------...

Zach Munsey05-18-2018 19:17

We also have a call center that uses the desktop app, but have not experienced this issue this we...

Don Cook05-24-2018 15:40

By chance do any of you use any special routing options in your Default In-Queue Flow that has a...

Dan Fontaine05-25-2018 17:32

This is happening regardless of whether the app, applet, or browser (chrome) is being used. It...

Bill Perkins06-21-2018 07:54

We have the same issue ongoing. Using the Latest Desktop App and WebRTC Phones. Ticket has be...

Dan Fontaine06-21-2018 08:38

May have been coincidental, but once the affected user started using another user's account ...

Brian Dupuis06-21-2018 08:43

We are definitely aware of this issue and it's one of our highest priority issues to track do...

Ann Wright10-23-2018 23:49

This has just happened to 2 of our agents today. When the interaction came through they wer...

Darryn Chang10-24-2018 01:39

Depending if you are using the Browser then switch to the Desktop application. I have 1 use...

Steven Deferme10-26-2018 09:29

Hello, I had a phone call from a customer a few minutes ago. This "Not Responding" proble...

George Ganahl10-26-2018 09:38

@Steven Deferme I have asked Care management to take a look. In the meantime, I am won...

Matt Calton10-26-2018 09:48

Hi Guys... whether it is the App or browser F5 refresh regularly - I am going to get a B...

Matt Calton10-26-2018 10:04

It might be worth adding - we stopped using WebRTC and the softphone and the module and...

Greg Beal10-27-2018 06:16

I agree with need to keep the desktop app upgraded and/or F5 the browser. I also found...

Cass Sapir10-28-2018 10:54

Hello all, Thank you for the discussion and engagement. A few thoughts... We h...

Steven Deferme11-13-2018 15:39

@Cass Sapir @George Ganahl Hello, I'm sorry for my late update, there were som...

Ryan Schmidt11 days ago

This happens to sets of 3-7 of our users almost every day for over a month. It is be...

Jorge Negri02-14-2019 12:35

Hi, We are experiencing the same random big problem. Calls are routed to the Queue and when the a...

Jimmy Ortiz05-24-2021 13:47

Did anyone get to a resolution on this? I know this thread is old but we have a handfull of users ...

Jorge Negri05-24-2021 15:08

Hi, I have faced this problem at some customers, and it is mostly due to internet connectivity is...

Marcus Amthor12-29-2021 05:57

Hi the same issue just appeared for us. in the office and working from home so this does not seem...

Vincent Sabolboro01-05-2022 00:03

Hi Marcus, We are still on the planning stage of our migration to Genesys cloud so we do not h...

Renaud Larcier01-06-2022 06:47

Hi We have been experiencing this for long but it is way better now. We're using WebRTC since...

Andy Jackson01-06-2022 09:08

I get this on email only on a handful of agents, (1 ring and not responding, although on the ti...

Marek Klampar01-31-2022 08:14

Same issue is being experienced from time to time by our users for about last 16 months. We initial...

Anton Vroon11 days ago

Not a fix unfortunately but an observation made recently. When we look at the timeline for some ca...

Vaun McCarthy11 days ago

Hi Anton Out of curiosity, do you have persistent connection turned on for these? --------------...

Anton Vroon8 days ago

For the WebRTC phone I was using, no, no it wasn't. Will see sometime if I can replicate with per...

Ryan Schmidt7 days ago

Our organization does have persistent connection enabled for the effected users but, the issue st...

Sven Schiller7 days ago

We are using persistent connections for our agents and are seeing this occasionally (once or twi...

1. Agent's getting forced to "Not Responding"

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James Wade