Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

• All firewall ports not being open (See published ports links(
• Networking
  • An application layer gateway is impacting the traffic
  • NATing or traffic routes slowing or impeding traffic flow
• Workstations
  • Underpowered for the tasks that is being asked to perform 
    • Operating WebRTC calls and then other applications like custom database or other software application utilizing processing power
  • Other application crashing 

• Are the firewall ports all open?  (Test #1 will help confirm)
• What is the overall performance (up and down, jitter, packet order) at the time this test (Test #1) is run (Results are exportable.)
• On the lower left side of the test link there is also a WebRTC test (Test#2) that is useful to run (This test is also exportable)
  • This can check several items on the hardware and does a speed test also along with looking for specific networking scenario that can impact WebRTC.   

1. Collect the Console and Network Console Logs at the time of the issue.  (These are key to understanding what is happening from the machines perspective.)
2. Gather the conversation ID for the interaction.
3. Specific behavior that is observed.
4. Include results from Test #1 and Test #2 above in the case.   If you have run these tests when things are working you can include those historical results for comparison.

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

• All firewall ports not being open (See published ports links(
• Networking
  • An application layer gateway is impacting the traffic
  • NATing or traffic routes slowing or impeding traffic flow
• Workstations
  • Underpowered for the tasks that is being asked to perform 
    • Operating WebRTC calls and then other applications like custom database or other software application utilizing processing power
  • Other application crashing 

• Are the firewall ports all open?  (Test #1 will help confirm)
• What is the overall performance (up and down, jitter, packet order) at the time this test (Test #1) is run (Results are exportable.)
• On the lower left side of the test link there is also a WebRTC test (Test#2) that is useful to run (This test is also exportable)
  • This can check several items on the hardware and does a speed test also along with looking for specific networking scenario that can impact WebRTC.   

1. Collect the Console and Network Console Logs at the time of the issue.  (These are key to understanding what is happening from the machines perspective.)
2. Gather the conversation ID for the interaction.
3. Specific behavior that is observed.
4. Include results from Test #1 and Test #2 above in the case.   If you have run these tests when things are working you can include those historical results for comparison.

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance