Hello Genesys Engineers,

Anyone here was facing issues in answering the Voice interactions using WebRTC Phones in the previous week, I mean some times, Agents were not able to answer the calls whether it was automatic no manual answer. 

Thanks 
Mahmoud
#Telephony

------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.
------------------------------

We see this randomly. In the process of updating old under powered computers and seeing better results on properly fitting computers. We have many windows with other pages and most of the time the agent doesn't get the answer option at all.

------------------------------
Greg Barrett
Outdoor Network, LLC
------------------------------

Original Message:
Sent: 02-10-2020 03:26
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

Hello Genesys Engineers,

Anyone here was facing issues in answering the Voice interactions using WebRTC Phones in the previous week, I mean some times, Agents were not able to answer the calls whether it was automatic no manual answer.

Thanks
Mahmoud
#Telephony

------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.
------------------------------

So Your issue is in the Agents PCs itself, not Genesys Cloud ,, am i correct ?


------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.
------------------------------

Original Message:
Sent: 02-11-2020 08:43
From: Greg Barrett
Subject: Answering the Voice Interactions

We see this randomly. In the process of updating old under powered computers and seeing better results on properly fitting computers. We have many windows with other pages and most of the time the agent doesn't get the answer option at all.

------------------------------
Greg Barrett
Outdoor Network, LLC

Original Message:
Sent: 02-10-2020 03:26
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

Hello Genesys Engineers,

Anyone here was facing issues in answering the Voice interactions using WebRTC Phones in the previous week, I mean some times, Agents were not able to answer the calls whether it was automatic no manual answer.

Thanks
Mahmoud
#Telephony

------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.
------------------------------

Not exactly. Very random. We have not determine what causes this as it can't be repeated at will.

------------------------------
Greg Barrett
Outdoor Network, LLC
------------------------------

Original Message:
Sent: 02-11-2020 12:30
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

So Your issue is in the Agents PCs itself, not Genesys Cloud ,, am i correct ?


------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.

Original Message:
Sent: 02-11-2020 08:43
From: Greg Barrett
Subject: Answering the Voice Interactions

We see this randomly. In the process of updating old under powered computers and seeing better results on properly fitting computers. We have many windows with other pages and most of the time the agent doesn't get the answer option at all.

------------------------------
Greg Barrett
Outdoor Network, LLC

Original Message:
Sent: 02-10-2020 03:26
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

Hello Genesys Engineers,

Anyone here was facing issues in answering the Voice interactions using WebRTC Phones in the previous week, I mean some times, Agents were not able to answer the calls whether it was automatic no manual answer.

Thanks
Mahmoud
#Telephony

------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.
------------------------------

We have the Edge servers on-premises and had the same issue.

This has been fixed after we tried the manual update to the latest version (released last week).

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

Original Message:
Sent: 02-12-2020 08:49
From: Greg Barrett
Subject: Answering the Voice Interactions

Not exactly. Very random. We have not determine what causes this as it can't be repeated at will.

------------------------------
Greg Barrett
Outdoor Network, LLC

Original Message:
Sent: 02-11-2020 12:30
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

So Your issue is in the Agents PCs itself, not Genesys Cloud ,, am i correct ?


------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.

Original Message:
Sent: 02-11-2020 08:43
From: Greg Barrett
Subject: Answering the Voice Interactions

We see this randomly. In the process of updating old under powered computers and seeing better results on properly fitting computers. We have many windows with other pages and most of the time the agent doesn't get the answer option at all.

------------------------------
Greg Barrett
Outdoor Network, LLC

Original Message:
Sent: 02-10-2020 03:26
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

Hello Genesys Engineers,

Anyone here was facing issues in answering the Voice interactions using WebRTC Phones in the previous week, I mean some times, Agents were not able to answer the calls whether it was automatic no manual answer.

Thanks
Mahmoud
#Telephony

------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.
------------------------------

@Paulo Mesquita do not use

Thank you for your posts! I've been going crazy trying to figure out what happened as we used to be fairly stable. We also have premise based Edge servers and have recently been suffering from the inability to answer, issues with consult transfer and issues dialing out. It does tend to happen randomly at times, but it seems to have gotten much worse after the Edges auto updated to the last version. We will try this new version out.

------------------------------
Altaf Gosla
------------------------------

Original Message:
Sent: 02-18-2020 16:47
From: Paulo Mesquita
Subject: Answering the Voice Interactions

We have the Edge servers on-premises and had the same issue.

This has been fixed after we tried the manual update to the latest version (released last week).

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

Original Message:
Sent: 02-12-2020 08:49
From: Greg Barrett
Subject: Answering the Voice Interactions

Not exactly. Very random. We have not determine what causes this as it can't be repeated at will.

------------------------------
Greg Barrett
Outdoor Network, LLC

Original Message:
Sent: 02-11-2020 12:30
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

So Your issue is in the Agents PCs itself, not Genesys Cloud ,, am i correct ?


------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.

Original Message:
Sent: 02-11-2020 08:43
From: Greg Barrett
Subject: Answering the Voice Interactions

We see this randomly. In the process of updating old under powered computers and seeing better results on properly fitting computers. We have many windows with other pages and most of the time the agent doesn't get the answer option at all.

------------------------------
Greg Barrett
Outdoor Network, LLC

Original Message:
Sent: 02-10-2020 03:26
From: Mahmoud Kamal
Subject: Answering the Voice Interactions

Hello Genesys Engineers,

Anyone here was facing issues in answering the Voice interactions using WebRTC Phones in the previous week, I mean some times, Agents were not able to answer the calls whether it was automatic no manual answer.

Thanks
Mahmoud
#Telephony

------------------------------
Mahmoud Kamal
IST Integration Services And Technologies Co.
------------------------------