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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Original Message:
Sent: 10-15-2021 15:02
From: Arsen Bababekov
Subject: Agents automatically being placed on hold during call with customers
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?
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
Original Message:
Sent: 10-11-2021 04:06
From: Benjamin PIROUX
Subject: Agents automatically being placed on hold during call with customers
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
Original Message:
Sent: 09-29-2021 16:57
From: Arsen Bababekov
Subject: Agents automatically being placed on hold during call with customers
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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