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Agent's getting forced to "Not Responding"
James Wade
05-09-2017 13:56
I have had tickets opened and have had no resolution to this. Several times per week we will have c...
Zach Munsey
05-10-2017 15:23
Hi James, You are not alone - my organization experiences this as well, though with a lower fr...
jason hughes
05-10-2017 21:02
Hello James, Thank you for asking. When an agent goes not responding, it's because Agent d...
James Wade
05-10-2017 21:53
While I understand what you are saying Jason, that is not the issue. I have opened helpdesk ticket...
Tobias Zackrisson
05-12-2017 06:54
HI @James Wade , we have also this issues sometimes and most of the times is because we have chang...
Roisin floyd
09-28-2017 14:13
One of our customers are also experiencing the same issue . When an agent clicks on the " A...
Donny Chai
09-28-2017 20:06
I have been doing some tests on our own PureCloud and have experienced the similar issues where in...
Rogier Bosch
09-29-2017 10:53
We also are experiencing this problem. What is the best solution for this? We are using Chrome as ...
James Wade
09-29-2017 11:07
There was no solution. Worked with their help desk people and engineers and were always told it wa...
Dustin Gilbreath
10-06-2017 00:57
My call center has Auto Answer set up for our agents and it will occasionally place them in Not Re...
Dan Fontaine
05-17-2018 08:51
This is happening for a call center that is using the Desktop App. Is there a troubleshooting or r...
Bill Perkins
05-17-2018 11:13
We are having the same issue. Sounds like there are a few customers in the same Boat! ---------...
Zach Munsey
05-18-2018 19:17
We also have a call center that uses the desktop app, but have not experienced this issue this we...
Don Cook
05-24-2018 15:40
By chance do any of you use any special routing options in your Default In-Queue Flow that has a...
Dan Fontaine
05-25-2018 17:32
This is happening regardless of whether the app, applet, or browser (chrome) is being used. It...
Bill Perkins
06-21-2018 07:54
We have the same issue ongoing. Using the Latest Desktop App and WebRTC Phones. Ticket has be...
Dan Fontaine
06-21-2018 08:38
May have been coincidental, but once the affected user started using another user's account ...
Brian Dupuis
06-21-2018 08:43
We are definitely aware of this issue and it's one of our highest priority issues to track do...
Ann Wright
10-23-2018 23:49
This has just happened to 2 of our agents today. When the interaction came through they wer...
Darryn Chang
10-24-2018 01:39
Depending if you are using the Browser then switch to the Desktop application. I have 1 use...
Steven Deferme
10-26-2018 09:29
Hello, I had a phone call from a customer a few minutes ago. This "Not Responding" proble...
George Ganahl
10-26-2018 09:38
@Steven Deferme I have asked Care management to take a look. In the meantime, I am won...
Matt Calton
10-26-2018 09:48
Hi Guys... whether it is the App or browser F5 refresh regularly - I am going to get a B...
Matt Calton
10-26-2018 10:04
It might be worth adding - we stopped using WebRTC and the softphone and the module and...
Greg Beal
10-27-2018 06:16
I agree with need to keep the desktop app upgraded and/or F5 the browser. I also found...
Cass Sapir
10-28-2018 10:54
Hello all, Thank you for the discussion and engagement. A few thoughts... We h...
Steven Deferme
11-13-2018 15:39
@Cass Sapir @George Ganahl Hello, I'm sorry for my late update, there were som...
Ryan Schmidt
11 days ago
This happens to sets of 3-7 of our users almost every day for over a month. It is be...
Jorge Negri
02-14-2019 12:35
Hi, We are experiencing the same random big problem. Calls are routed to the Queue and when the a...
Jimmy Ortiz
05-24-2021 13:47
Did anyone get to a resolution on this? I know this thread is old but we have a handfull of users ...
Jorge Negri
05-24-2021 15:08
Hi, I have faced this problem at some customers, and it is mostly due to internet connectivity is...
Marcus Amthor
12-29-2021 05:57
Hi the same issue just appeared for us. in the office and working from home so this does not seem...
Vincent Sabolboro
01-05-2022 00:03
Hi Marcus, We are still on the planning stage of our migration to Genesys cloud so we do not h...
Renaud Larcier
01-06-2022 06:47
Hi We have been experiencing this for long but it is way better now. We're using WebRTC since...
Andy Jackson
01-06-2022 09:08
I get this on email only on a handful of agents, (1 ring and not responding, although on the ti...
Marek Klampar
01-31-2022 08:14
Same issue is being experienced from time to time by our users for about last 16 months. We initial...
Anton Vroon
11 days ago
Not a fix unfortunately but an observation made recently. When we look at the timeline for some ca...
Vaun McCarthy
11 days ago
Hi Anton Out of curiosity, do you have persistent connection turned on for these? --------------...
Anton Vroon
8 days ago
For the WebRTC phone I was using, no, no it wasn't. Will see sometime if I can replicate with per...
Ryan Schmidt
7 days ago
Our organization does have persistent connection enabled for the effected users but, the issue st...
Sven Schiller
7 days ago
We are using persistent connections for our agents and are seeing this occasionally (once or twi...
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Agent's getting forced to "Not Responding"
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