Hi all, I'm curious if anyone else is experiencing issues since the roll out of this change. We have confirmed that the firewall component does not impact us as all staff are remote but we also had all reps do the network test just to be sure and they all passed so are connecting to the new IP. I am the system admin and am also having the same issues. Our issues are as follows:

-agents are logged on and are showing on queue and available but are not getting interactions or are showing as interacting but have no interactions
-agents keep getting taken offline (session ID error) - this is happening to me as well 
-we are trying to make outbound callbacks and the interactions are showing as connected but it did not actually connect on our end. 
-the system is very slow 
- we have interactions waiting so it is recognizing that we have staff in the queues but it is not pushing the calls through

A few things about us:
-we use Chrome OS (all are on Chromebooks or chromeboxes)
-we have agents across the country and are using home internet services - no VPN

I have been on with support and they are pushing that this is a firewall issue but we have nothing behind a firewall with this system and all agents have passed the network test already in their remote environment. We have done everything from clearing cookies, disabling WebRTC phone, logging out, rebooting everything. I guess I am just trying see if other customers are seeing the same issues.
#QualityManagement

------------------------------
Rebecca Winter
Payment Source
------------------------------

Where are your Edges?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 05-01-2021 10:43
From: Rebecca Winter
Subject: Issues - CIDR IP address range for cloud media services change

Hi all, I'm curious if anyone else is experiencing issues since the roll out of this change. We have confirmed that the firewall component does not impact us as all staff are remote but we also had all reps do the network test just to be sure and they all passed so are connecting to the new IP. I am the system admin and am also having the same issues. Our issues are as follows:

-agents are logged on and are showing on queue and available but are not getting interactions or are showing as interacting but have no interactions
-agents keep getting taken offline (session ID error) - this is happening to me as well
-we are trying to make outbound callbacks and the interactions are showing as connected but it did not actually connect on our end.
-the system is very slow
- we have interactions waiting so it is recognizing that we have staff in the queues but it is not pushing the calls through

A few things about us:
-we use Chrome OS (all are on Chromebooks or chromeboxes)
-we have agents across the country and are using home internet services - no VPN

I have been on with support and they are pushing that this is a firewall issue but we have nothing behind a firewall with this system and all agents have passed the network test already in their remote environment. We have done everything from clearing cookies, disabling WebRTC phone, logging out, rebooting everything. I guess I am just trying see if other customers are seeing the same issues.
#QualityManagement

------------------------------
Rebecca Winter
Payment Source
------------------------------

We're in the Asia Pacific (Sydney) region and haven't come across any issues so far.

When you run the Web RTC diagnostics (including the Network test as well as the WebRTC with Audio) is it showing anything at all abnormal?

Are any of your Sites using the Geo-Lookup TURN feature? Does your WebRTC Base Setting use Force TURN?

------------------------------
Jeff
------------------------------

Original Message:
Sent: 05-01-2021 10:43
From: Rebecca Winter
Subject: Issues - CIDR IP address range for cloud media services change

Hi all, I'm curious if anyone else is experiencing issues since the roll out of this change. We have confirmed that the firewall component does not impact us as all staff are remote but we also had all reps do the network test just to be sure and they all passed so are connecting to the new IP. I am the system admin and am also having the same issues. Our issues are as follows:

-agents are logged on and are showing on queue and available but are not getting interactions or are showing as interacting but have no interactions
-agents keep getting taken offline (session ID error) - this is happening to me as well
-we are trying to make outbound callbacks and the interactions are showing as connected but it did not actually connect on our end.
-the system is very slow
- we have interactions waiting so it is recognizing that we have staff in the queues but it is not pushing the calls through

A few things about us:
-we use Chrome OS (all are on Chromebooks or chromeboxes)
-we have agents across the country and are using home internet services - no VPN

I have been on with support and they are pushing that this is a firewall issue but we have nothing behind a firewall with this system and all agents have passed the network test already in their remote environment. We have done everything from clearing cookies, disabling WebRTC phone, logging out, rebooting everything. I guess I am just trying see if other customers are seeing the same issues.
#QualityManagement

------------------------------
Rebecca Winter
Payment Source
------------------------------

Hi,

yes the same to us. Our edges are located in EMEA Frankfurt. We use Chrome Browser or Genesys Cloud App. No Firewall for the remote worker only their own internet connection.

------------------------------
Christoph Otto
------------------------------

Original Message:
Sent: 05-01-2021 10:43
From: Rebecca Winter
Subject: Issues - CIDR IP address range for cloud media services change

Hi all, I'm curious if anyone else is experiencing issues since the roll out of this change. We have confirmed that the firewall component does not impact us as all staff are remote but we also had all reps do the network test just to be sure and they all passed so are connecting to the new IP. I am the system admin and am also having the same issues. Our issues are as follows:

-agents are logged on and are showing on queue and available but are not getting interactions or are showing as interacting but have no interactions
-agents keep getting taken offline (session ID error) - this is happening to me as well
-we are trying to make outbound callbacks and the interactions are showing as connected but it did not actually connect on our end.
-the system is very slow
- we have interactions waiting so it is recognizing that we have staff in the queues but it is not pushing the calls through

A few things about us:
-we use Chrome OS (all are on Chromebooks or chromeboxes)
-we have agents across the country and are using home internet services - no VPN

I have been on with support and they are pushing that this is a firewall issue but we have nothing behind a firewall with this system and all agents have passed the network test already in their remote environment. We have done everything from clearing cookies, disabling WebRTC phone, logging out, rebooting everything. I guess I am just trying see if other customers are seeing the same issues.
#QualityManagement

------------------------------
Rebecca Winter
Payment Source
------------------------------

Original Message:
Sent: 5/7/2021 4:56:00 AM
From: Christoph Otto
Subject: RE: Issues - CIDR IP address range for cloud media services change

Hi,

yes the same to us. Our edges are located in EMEA Frankfurt. We use Chrome Browser or Genesys Cloud App. No Firewall for the remote worker only their own internet connection.

------------------------------
Christoph Otto
------------------------------

Original Message:
Sent: 05-01-2021 10:43
From: Rebecca Winter
Subject: Issues - CIDR IP address range for cloud media services change

Hi all, I'm curious if anyone else is experiencing issues since the roll out of this change. We have confirmed that the firewall component does not impact us as all staff are remote but we also had all reps do the network test just to be sure and they all passed so are connecting to the new IP. I am the system admin and am also having the same issues. Our issues are as follows:

-agents are logged on and are showing on queue and available but are not getting interactions or are showing as interacting but have no interactions
-agents keep getting taken offline (session ID error) - this is happening to me as well
-we are trying to make outbound callbacks and the interactions are showing as connected but it did not actually connect on our end.
-the system is very slow
- we have interactions waiting so it is recognizing that we have staff in the queues but it is not pushing the calls through

A few things about us:
-we use Chrome OS (all are on Chromebooks or chromeboxes)
-we have agents across the country and are using home internet services - no VPN

I have been on with support and they are pushing that this is a firewall issue but we have nothing behind a firewall with this system and all agents have passed the network test already in their remote environment. We have done everything from clearing cookies, disabling WebRTC phone, logging out, rebooting everything. I guess I am just trying see if other customers are seeing the same issues.
#QualityManagement

------------------------------
Rebecca Winter
Payment Source
------------------------------