Genesys Cloud CX (formerly PureCloud)

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Agents automatically being placed on hold during call with customers

  • 1.  Agents automatically being placed on hold during call with customers

    Posted 28 days ago
    Hello Community,

    A hand full of our contact center is experiencing intermittent issues, being automatically placed on hold while talking with customers. Has anyone experienced this issue?

    Thanks,
    #Telephony

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    Arsen Bababekov
    CONCORD Servicing Corporation
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  • 2.  RE: Agents automatically being placed on hold during call with customers

    Top 25 Contributor
    Posted 17 days ago
    If you are using desktop client - update it.  It needs to be the most recent version.  If still happening, check the console log for microphone control interference.  Those are the two problems we found.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Agents automatically being placed on hold during call with customers

    Posted 14 days ago
    Hello Robert,

    Thanks for taking the time to respond. We have have end users using the desktop client and some using the chrome extension when they experience the hold issues. When looking at the console log is "microphone control interference" the key words i am searching for? because I cant find that in the console logs I gathered for an end user that experienced the hold issue.

    Thanks,

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    Arsen Bababekov
    CONCORD Servicing Corporation
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  • 4.  RE: Agents automatically being placed on hold during call with customers

    Posted 17 days ago
    Hello,

    We encounter the same problem for one of our clients (randomly). What is the working environment of your agents? (web rtc ....)
    Are they using the genesys cloud for salesforce connector?
    Do they have multiple browser tabs open?

    Best regards,
    Benjamin.P

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    Benjamin PIROUX
    Orange SA
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  • 5.  RE: Agents automatically being placed on hold during call with customers

    Posted 12 days ago
    Hello Benjamin,

    What is the working environment of your agents? (web rtc ....)
    •  Agents are using mixture of webrtc and remote phones.
    Are they using the genesys cloud for salesforce connector?
    •  No 
    Do they have multiple browser tabs open?
    •  Agents will sometimes have both the Chrome extension and Genesys Desktop App for Windows running at the same time.


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    Arsen Bababekov
    CONCORD Servicing Corporation
    ------------------------------



  • 6.  RE: Agents automatically being placed on hold during call with customers

    Posted 6 days ago
    Hello Arsen,

    The basics must be identified:
    Are agents teleworking?
    If so, do they have a corporate VPN? Are they in ethernet cable or on a wifi network?
    Are all agents impacted?

    We are not in the same customer situation as you. It uses the rtc web, and the Genesys cloud for salesforce connector.
    We have not yet found the problem.

    Investigations should focus on one or two agents. And enable browser network logs and browser logs for these agents.

    Have you opened a ticket to Genesys support on this issue?

    Good luck.

    Best Regards.

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    Benjamin PIROUX
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