It is common from time to time for Genesys Cloud users to have problems answering incoming calls. Of which the documented solution is to clear the cache in the browser, log out of Genesys Cloud application and reboot your computer.
I will like to share with the team two additional steps we took in our environment to clear the cache. After we cleared the cache in the browser and restarted the computer of the users with the problem, the problem was still not solved. So we went two steps forward by clearing the cache of the users home router through a restart of the router, and also flushed the DNS from their machine with the command IPCONFIG /FLUSHDNS. This took care of the problem
Regards
#Routing(ACD/IVR)------------------------------
Samuel Effange
Nissan North America, Inc.
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