Hi Rafael,
Sorry to hear you're having issues! I would recommend reading through this thread:
https://community.genesys.com/discussion/agents-unable-to-pick-up-calls#bm9c73c006-42e2-410a-9206-018dc2842019
We've experienced both the answer button being missing and simply not responsive. We had a ticket open with Genesys for either 6 of 8 months before giving up, like many in the thread linked above. We still battle this issue, but we're trying the Global Media Fabric settings since it's release to see if that resolves anything. Best of luck!
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Cori
Telecommunications Engineer
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Original Message:
Sent: 12-12-2019 05:01
From: Rafael Kaufmann
Subject: Unable to answer calls
Hi,
We have an issue in our Pure Cloud environment and maybe you guys can help us. We are using WebRTC affected is Desktop app and Browser.
When a call comes in the agents are unable to answer the call because the answer Button is missing and the Call jumps to the next agent within seconds. Changing the alert timeout has no effect. If we try to do internal call, the Caller get the error message: "The station could not be reached. This could be due to network connectivity issues or having multiple active sessions. If using a separate application to place calls, be sure to to enable the "Placing calls with another app" toggle under your phone settings."
The edge Servers are both online and configured, we have a WebRTC Trunk configured. STUN TURN and ICE Ports configured as well.
Does anybody have an idea why this happens?
Thanks
Rafael
#SIP/VolP
#Telephony
#Unsure/Other
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Rafael Kaufmann
NTT Germany AG & Co. KG
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