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  • 1.  WebRTC agent ringing timeout configuration

    Posted 03-20-2020 17:19
    Hi,

    One of our customers is asking to be able to have the WebRTC ringing for all the time configured in the Queue->Voice Tab as "Alerting Timeout".

    When this "Alerting timeout2 is set to be a long time (i.e.:50secs), the incoming call rings on the agent phone during a shorter time, although the call is still offered to the agent and available to be answered or refused.

    Need to know if somebody has faced this problem and if there is a solution to have the ringing timeout set to be as the same timeout set for the "Alerting Timeout" parameter configured in the Queue.

    Thanks in advance for your help.

    Best regards,
    #Ask Me Anything (AMA)
    #Implementation
    #PlatformAdministration
    #Telephony

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------


  • 2.  RE: WebRTC agent ringing timeout configuration

    Posted 03-20-2020 18:53
    Edited by Matt Lawson 05-09-2022 09:34

    Hi Jorge,

    By design, the UI ringtone plays for 12 seconds only.

    There is an idea already approved to enhance this feature.

    Current state: In Development

    https://purecloud.ideas.aha.io/ideas/CLINB-I-236



    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 3.  RE: WebRTC agent ringing timeout configuration

    GENESYS
    Posted 03-20-2020 19:02
    Like I mentioned on another recent thread, Development is working on a fix to have the ring sound play for the configured alert timeout, rather than just 12 seconds.

    I don't have a timeframe for the fix.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 4.  RE: WebRTC agent ringing timeout configuration

    GENESYS
    Posted 03-20-2020 19:05
    You should probably open a case with Care so you can be added to the work being tracked internally, and get notified when the fix is completed and released.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: WebRTC agent ringing timeout configuration

    Posted 03-20-2020 19:48
    Thanks again George.

    Apologizes as I did not find this request in the site although searching for it, before sending this post.

    Regards


    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------



  • 6.  RE: WebRTC agent ringing timeout configuration

    GENESYS
    Posted 03-20-2020 20:02
    No worries, the search functionality is not the best.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: WebRTC agent ringing timeout configuration

    Posted 03-20-2020 20:46
    Thanks again George!

    ( and :( for the search engine...)

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------



  • 8.  RE: WebRTC agent ringing timeout configuration

    Posted 03-20-2020 19:49
    Thanks Paulo for the quick reply to my post!

    Regards


    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------



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