Yeah...there's the rub. They don't usually publish the latest phone firmware/software included in the Edge builds (because the Edge pushes out the firmware/software to the phones), so there's no good way to know for sure. On the softphone, I think you can run the check for updates (though I don't currently have it installed on my laptop and am on the other side of the world from my office with very slow internet tonight, and can't easily check).
So, if there was no change in the edge software or phone software, then it is usually environmental...but you'll have to work through the network diagnostics results to see.
You don't happen to have access to Interaction Center/PureConnect, do you? The softphone writes logs that are in the same format as the PureConnect trace logs and they can be read by that system's logviewer utility. That would give you some insight, I'm guessing. Care can read those logs, but might not have thought of that angle.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 11-06-2019 10:31
From: Kymberli O'Hagan
Subject: Anyone use PureCloud Softphone?
@Luke Mitchell - Thank you for your reply! We have gone over all configurations and had the diagnostics run and shared the info with support - we are actively working with them on it.
@Darryn Chang - You are right, when it works - it's great! It just seems we fight with certain configurations working, then not working and then they will work again. It gets .. painful.
@George Ganahl - This may seem like a silly question - I've looked within the resource center but cannot find anything related to versions of the Softphone Client, how am i to know which version i should be on? Out edges are set to update next week to the latest version, we began out softphone client testing on the version we are on today - so they worked, then didn't .. all within the same edge version.
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Kymberli O'Hagan
TBD
Alberta Motor Association
Original Message:
Sent: 11-06-2019 09:44
From: George Ganahl
Subject: Anyone use PureCloud Softphone?
I'll ask the usual basic question (since we have had recent updates to both)--are all the agents running the latest softphone software, and all the involved edges on the latest Edge software?
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 11-06-2019 02:02
From: Darryn Chang
Subject: Anyone use PureCloud Softphone?
Not saying its related but for just over a week now we have had issues with a group of agents using softphones whereby the issues you describer sound similar Kymberli though i am sure its unrelated. I have another group of agents who are setup the same as the troubled group who have no issues using softphone
Win Lose situation really
Have been advised that make sure all your softphone software is the latest version as what you see in their configuration
When it works, it works. When it doesn't it becomes a headache
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Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud
Original Message:
Sent: 11-01-2019 05:02
From: Luke Mitchell
Subject: Anyone use PureCloud Softphone?
Hi Kymberli,
We have a few customers using Softphone and I have spent some time troubleshooting in the past. Make sure you have the phone trunk for the Softphones configured on all Edge servers on the correct interface. Then I would suggest running diagnostics on the phone trunk and from the users desktop where the Softphone is installed run Wireshark.
From this you should be able to see in the captures what is going on and where there is any communication issue
There are many other factors including if the Edges are located at different sites, if firewalls are involved/etc but getting end to end traces will definitely help point you in the right direction
Thanks Luke
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Luke Mitchell
G3 Comms Ltd
Original Message:
Sent: 10-31-2019 11:23
From: Kymberli O'Hagan
Subject: Anyone use PureCloud Softphone?
Good Morning!
Our Organization is testing the PureCloud Softphone Client for our Contact Center agents. Last week the configurations we had connected to both Edge Devices and things were working seamlessly, this week the Softphones will only connect to one edge and we are seeing a lot of Protocol Errors causing agents to be unable to answer incoming calls and make outbound calls.
Has anyone used the PureCloud Softphone and have any advice? We have a support case open but are waiting on replies.
#Telephony
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Kymberli O'Hagan
TBD
Alberta Motor Association
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