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Genesys Support - Issues

  • 1.  Genesys Support - Issues

    Posted 11-11-2020 03:17
    Hey everyone,

    Has anyone here noticed a massive decrese in Genesys support times in the last 1-2 months?

    I have a couple of tickets with them, two of which I just closed myself because I had not gotten any response for two weeks, despite asking for updates, and it not being overly complicated tickets either, because I managed to find workarounds myself.

    It feels like something has changed drastically and for the worse!  Since I started using support in 2013, I have always gotten very fast replys to all my tickets and inquiries, and usually from the same group of names.  But now, it is all new names, and very slow response times.

    Just wondering if anyone here has been seeing the same thing happen?
    #AskMeAnything(AMA)

    ------------------------------
    Egill Palsson
    Advania Sverige AB
    ------------------------------


  • 2.  RE: Genesys Support - Issues

    Posted 11-11-2020 03:40
    Hi Egill,

    I agree with you as I have had very similar experience with Genesys support for the last few months. I have been chasing on updates etc and it takes days to respond and then too the response is not precise to the question and we have to ask more questions.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 3.  RE: Genesys Support - Issues

    Posted 11-11-2020 03:48
    Ok, thanks for the reply,  in a way I am relieved to see it is not just me :(  But this is really not good.

    ------------------------------
    Egill Palsson
    Advania Sverige AB
    ------------------------------



  • 4.  RE: Genesys Support - Issues

    Posted 11-11-2020 04:16
    I just got an answer to my complaint with Genesys, and it looks like this change is here to stay :(

    As a part of the agreement, Infosys will position Genesys contact center solutions as its lead customer experience offering. In addition, Infosys will leverage and support R&D, Cloud operations, and product support for Genesys PureConnect™, while Genesys will retain and manage sales, marketing, customer success, partner success and technical account management, professional services and education functions for this solution."



    ------------------------------
    Egill Palsson
    Advania Sverige AB
    ------------------------------



  • 5.  RE: Genesys Support - Issues

    Posted 11-11-2020 04:19
      |   view attached
    Here is the offical announcement!

    ------------------------------
    Egill Palsson
    Advania Sverige AB
    ------------------------------

    Attachment(s)



  • 6.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-11-2020 09:24
    I too have had the same experience just this past week.  The tech kept asking for "logs" and I would ask "which logs" and they would respond with "logs".  Terrible...

    ------------------------------
    Andrew Wooster
    Genesco Inc.
    ------------------------------



  • 7.  RE: Genesys Support - Issues

    Posted 12-10-2020 01:30
    Same here, engineer responded to my ticket with the wrong information after I have provided all the requested logs.

    And followed up for 3 weeks straight only to be told that the engineer is now doing research on the ticket.

    And worst part, escalating these tickets does not help anymore. Support is in an appalling state and something needs to be done urgently.

    ------------------------------
    Mpho Mashau
    Pivotal Data (Pty) Ltd
    ------------------------------



  • 8.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-12-2020 03:22
    Hi
    I think it safe to say that this transfer to Infosys has not gone well.

    Response times, quality of response and time to resolution have all gone out of the window.

    Not a happy customer.


    ------------------------------
    Simon Oakes
    ------------------------------



  • 9.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-12-2020 07:55
    Just adding another log to the fire here, the last support incident I submitted was asking a question about station connection timeouts, and the agent immediately asked for logs and could not clarify what logs they wanted or even point me to one of the basic triage articles.

    The fact that Genesys feels it is appropriate that the loyal/paying customers must suffer in this transition is unacceptable.  Per that PDF that was shared, it looks like InfoSys is handing the "R&D" for the platform as well.  It would be great to know what the last version of PureConnect + patch was before this transition, because I do not have a lot of faith in the revisions under the new agreement.

    ------------------------------
    AARON LAEL
    State of Utah
    ------------------------------



  • 10.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-12-2020 12:56
    @AARON LAEL, we are currently working with station connection timeouts issue.  We are seeing Polycom Desk phone/SIP Softphone of remote agents get "disconnected" after some idle times. In summary, we adjusted the SIP Register Interval to be shorter with the idle timeout that has been disconnecting the phones. We are now monitoring the CIC server resources to see if there is an impact after the SIP Register Interval adjustment.  I am wondering if you get any traction or solution on your issue from Genesys.​

    -Sanjaya
    Sutter Health

    ------------------------------
    Sanjaya
    ------------------------------



  • 11.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-12-2020 12:58
    Sorry if I added to any confusion, my question was just about the timeout of setting up station connections when using remote number.  Sorry, it wasn't applicable to your issue.

    ------------------------------
    AARON LAEL
    State of Utah
    ------------------------------



  • 12.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-12-2020 13:29
    It is not the same issue that we are troubleshooting.  Thank you for the reply.

    ------------------------------
    Sanjaya
    ------------------------------



  • 13.  RE: Genesys Support - Issues

    Posted 11-13-2020 07:23
    Astute is one of the original I3 Partners. I've been working with CIC since 1.2.
    Never have I seen the failing of Support like I see now.

    I have always been a champion for CIC. But honestly, the fact that I don't have anyone there to cover my back when I need it makes me think twice before recommending the product. I don't like exposing myself to failure when their support is failing me.

    ------------------------------
    Wayne Rhodeback
    Astute, Inc.
    ------------------------------



  • 14.  RE: Genesys Support - Issues

    Posted 11-13-2020 08:58
    Echoing the sentiment of Aaron and not wanting to throw more logs on the fire, but has anyone had an issue with support being in another time zone? I get tickets that seem to not get updated until after hours (my time) and I cant seem to catch the tech assigned to talk to them live. If i try and get another tech it seems all they can do is send an internal note to the primary, they do not attempt to resolve a thing themselves.

    ------------------------------
    Alex
    ------------------------------



  • 15.  RE: Genesys Support - Issues

    Posted 11-13-2020 09:40
    Yes, I have seen this problem occasionally in my tickets, but at least you usually get any kind of reaction within 24 hours.

    Also I think with this new arrangement, support will now be operating ONLY in India, which means, time delays due to timezone difference are here to stay :(




    ------------------------------
    Egill Palsson
    Advania Sverige AB
    ------------------------------



  • 16.  RE: Genesys Support - Issues

    Posted 11-13-2020 09:48
    Hey @Wayne Rhodeback I am with you.  Suddenly it is like all the security we currently have with support is just ripped away, I too am worried what will happen if we run into any kind of incident with the system.  Because based on what we have been seeing in the past few weeks, things really bad. And I am currently doing a new implementation of PureConnect :(

    If this is their way of Forcing everyone to the Cloud, I don't think it is going to work.  This goes to show that they will simply roll all over you as a customer, and you have no say in the matter.  So I will probably be exploring other cloud solutions when it comes to it :(

    ------------------------------
    Egill Palsson
    Advania Sverige AB
    ------------------------------



  • 17.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-13-2020 10:24
    Another Telecom Group i am a member of was contacted by Genesys to ask why more PureConnect Customer were not moving to Genesys Cloud. With that and this move of offloading PureConnect i would have to agree with @Egill Palsson think this is an attempt to push the PureConnect "Hold outs" ​off the system ​.

    My CEO and CIO have not ben happy with Genesys finding many of there stances, Downsizing fee and big support increases, less then customer friendly. This will probably put the nail in the coffin for Genesys and have us look else where for a new system as well. If we do go cloud, it will not be with Genesys.

    In the meantime, people that are having support problems, might look at going with a Gold partner. They have Escalation Paths they can take which can greatly help support. We Recently had to escalate a ticket i had and it got over to a Genesys Engineer which was able to resolve our issues quickly.

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    Scott Williams
    Missouri Higher Education Loan Authority
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  • 18.  RE: Genesys Support - Issues

    Posted 12-16-2020 04:00
    Yes, I have faced this issue with my recent active case.

    Its really shocking that the support is on this level.


    ------------------------------
    Mohammed
    ------------------------------



  • 19.  RE: Genesys Support - Issues

    Posted 12-16-2020 04:15
    Does anyone have information about the hours that the InfoSys engineers are working? If they are also working from 9AM till 5PM in India, there is only a 2hours and 30 minutes overlap with the business hours in our timezone. Previously when Genesys or we asked something ,there was an overlap of 8 hours as the support was within the same timezone.

    ------------------------------
    Dieter Wijnen
    Telenet BVBA
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  • 20.  RE: Genesys Support - Issues

    GCAP Member
    Posted 11-13-2020 11:23
    I agree Pure Connect Support has declined dramatically, directly coinciding with the InfoSys development.
    I have been a "Die Hard"  Interactive Intelligence CIC evangelist,   since deploying CIC 2001.  We began as a Direct customer, but in the early days ININ support was weak, then for a period of time many direct customers tier 1&2 support issues were outsourced to Alliance Systems of Plano Texas, that improved significantly, but as that relationship evolved support declined,  out of frustration we converted from "Direct" to "In-Direct" we had  a great little partner based out of Wisconsin, but as "Big Bad Genesys" changes continued many of the Smaller partners have been forced to sell off there Genesys Business, or be acquired, most of which have gone to Avtech.
    As Dr, Brown began the PureCloud product hundreds of ININ staff were reassigned to PureCloud, and support suffered tremendously!  But after time improved again, than a year or so before the Genesys acquisition, I watched dozens and dozens of key,  long time staff leave ININ, like lemmings to the sea!  I new changes were a brewing.  Once again support took a hit.  After the acquisition, support began to improve,  and until recent support was pretty good!   I am now in a new role at a much larger company, that has been a CIC customer since the CIC 1.2 days!  We still have a bit of clout with Genesys, we are a direct customer.  Tickets now are slow and communication is horrible, it is obvious by the tech's names, their poor English skills, and several chats where the rep has explicitly stated they are in India.  I agree with others here, most of the techs have little or no knowledge!   I have gone thru our Genesys account rep to escalate a few tickets, the last after a ticket was not even acknowledged after 6 days, than using the chat feature inside of the ticket, I was told the case owner was on vacation for a week and nothing could be done!

    Our Genesys Account Manager has provided us an email distribution list/address that is forwarded to 20+ key Genesys manager most of which are U.S. based,
    I have had great success with this.    I wish I could share it here, but we have been given very explicit instructions from Genesys not to share this address.

    It does seem very apparent that CIC's days are numbered!  Being a BPO of Contact Center services, I believe, at this time, there is no Cloud solution that will meet our needs.  Additionally analysys, by my current company, my past company and input from 2 different Genesys partners, the breakpoint for cost for CIC Premise and GenesysCloud(akak PureCloud)  is between 30 to 36 months, where premise becomes more economical.

    Doing my best to enjoy the roller coaster ride, and see what the future holds.....      maybe an open source solution.......

    ------------------------------
    Pete Schroeder
    American Customer Care, Inc
    pschroeder@accare.com
    ------------------------------



  • 21.  RE: Genesys Support - Issues

    GENESYS
    Posted 11-13-2020 18:05
    Edited by Dave Girard 11-13-2020 18:05

    We greatly appreciate this feedback and it's a great way to communicate with us!  The partnership between Genesys and InfoSys is strategic for both companies and jointly we are committed to provide the highest levels of support for you, our Genesys partners and customers.  As part of this strategic partnership between our two companies, many of the senior level Customer Care support resources you've been working with for years, have become part of the InfoSys team.  They are and will be leveraged to continue supporting the Genesys PureConnect customer and partner base.

    If there are specific cases you'd like to escalate, that process remains the same.  Please use the following distro (CCPureConnectManagementAttention@genesys.com) to escalate your case to get visibility with the leadership team. 

    Again, thank you for the feedback and we remain committed to working hard to give you the best support experience that we can.



    ------------------------------
    Dave Girard
    VP, Customer Care
    Genesys - Employees
    ------------------------------



  • 22.  RE: Genesys Support - Issues

    Posted 11-16-2020 06:32
    Thanks a lot for the input  @Dave Girard

    It would be of comfort for many of us to know ​when you expect to be running support at the same level as before?  Because as you can see, many of us are quite worried.

    Also, basically all tickets I have had with you over the years, excluding a few, have usually gotten quick replies and have been one of the biggest and easiest selling points for me and many of our customers.

    Do you suggest we escalate all tickets that don't receive a reply other than "Thank I will be looking into that case for you....... etc", and then nothing for a couple of days?  Usually we get straight away, which logs are needed and what we need to provide to support, but I feel we are being led on by the lack of communication from you guys.

    At least just tell us that the transition did not go that well and it is taking a MUCH longer time to get it up and running again.  I think we deserve to get truthful answers from Genesys at this point.  Because for the price tag being put on the solution, the lack of response and even having to specifically escalate normal tickets is really a weird thing.  At least if support is to suffer in the horrible way it is doing, you should at least be doing something to compensate the customers who are relying on the continued support and assistance from Genesys.

    ------------------------------
    Egill Palsson
    Advania Sverige AB
    ------------------------------



  • 23.  RE: Genesys Support - Issues

    Posted 12-09-2020 04:12
    Hello Dave,

    I don't think there is any point in escalating almost every PureConnect ticket that we have created. We are not only facing a very slow response from the PureConnect support, but once we get one, the quality of the answer is very low. The logs aren't even being analyzed as they should. Just a filter on error and the error is copied over to the case as an answer.

    You mention that may of the sensior level customer case support resources have become part of the InfoSys team, but I'm seeing that almost all resources that I've worked before with are now working on the Genesys Cloud team. I think most partners already see what the future of PureConnect will become, just no statement from Genesys yet to confirm this.

    Kind regards,

    Dieter Wijnen

    ------------------------------
    Dieter Wijnen
    Telenet BVBA
    ------------------------------



  • 24.  RE: Genesys Support - Issues

    GCAP Member
    Posted 12-09-2020 14:53
    I just had a wonderful :( experience with support.  Told by tech to delete server parameter which according to the CIC Server Parameters TR doc

    "DO NOT MODIFY THIS PARAMETER THROUGH INTERACTION ADMINISTRATOR"

    Tried to chat, 1st chat disconnected by the agent without saying a word, 2nd chat was told to "CHILL" by the tech.  I just want to point out here that I was not irate in any way with this tech, no idea why he told me this.

    Then decided to call, 5 times, on the first 4 calls there was a terrible echo and the tech couldn't hear me.  5th call had a good connection but the tech told me to wait until the case owner came back to work, he was off for the day.  So it seems more and more that being a direct PureConnect customer is not the way to go.  I guess this is Genesys' way of telling us to move to the cloud or basically get 0 support...


    ------------------------------
    Andrew Wooster
    Genesco Inc.
    ------------------------------



  • 25.  RE: Genesys Support - Issues

    GCAP Member
    Posted 12-09-2020 16:11
    AS far as support goes, things just seem to be getting worse and worse!

    In regards to the escalation distribution email address, I have found/connected many of the recipients of the distro list on LinkedIn of those many have updated their profile to show they are now employees of InfoSys, and several are actively looking for a new job.  Not a good sign!

    Similar to when Genesys first acquired ININ many senior key people left, many of the key ININ staff went to https://sharpencx.com/ and others to  competitors of Genesys/ININ

    We can not operate like this for any extended period of time!

    At this point I would much prefer that Genesys notify us that PureConnect is going away and we can begin the process of finding a new platform!

    My comments do NOT reflect that of my company, but my personal observations, as experienced customer working with the CIC/PureConnect product for 20 years.   But my observations will be clearly communicated to the decision makers!


    ------------------------------
    Pete Schroeder
    American Customer Care, Inc
    pschroeder@accare.com
    ------------------------------



  • 26.  RE: Genesys Support - Issues

    Posted 12-09-2020 17:44
    I have had a ticket open since 11/10. All I want to resolve is why are two Media Servers not applying the the correct DSCP markings on the outbound RTP streams. I was told to get the "Big 4" logs. Why?

    I sent a packet capture from a Media Server showing the markings weren't applied.
    I received the following on 11/17:
    "Okay, thank you for letting us know but I think, if it will alright with you... can we investigate a failing call so we can determine what is causing the issue because we can't just provide resolution, without looking at it, I hope you understand.".

    On 11/27, I received:

    Initially, may we know on which device did you capture the packets.

    Then, if I understand it correctly, you said that it was already fixed - what did you change?

    After the issue had been resolved, have you tried to run the packet capture again it the same device and could you confirm if the dscp tagging also changed.

    I didn't say it was fixed. I don't have any idea where that came from!

    Six days ago, I receive:

    Would it be possible to test a new call and capture from a gateway and a media server. We just want to compare and see if the issue already persist in the gateway before it reaches the media server.


    I don't have access to the SIP Gateway. But the capture from the Media Server I supplied shows EF on the packets from the gateway, and CS0 outbound to the Gateway.

    I give up! I don't know what to do anymore. I run into issues with other things, and I don't event want to contact Support anymore.
    I've been doing a lot of work in Amazon Connect lately, and though it's no PureConnect by any means, their support is stellar!

    ------------------------------
    Wayne Rhodeback
    Astute, Inc.
    ------------------------------



  • 27.  RE: Genesys Support - Issues

    GENESYS
    Posted 12-10-2020 02:45
    Wayne, you may have already looked at this, but wanted to point it out.  DSCP settings for the media server are mentioned on page 87 of the tech ref.  https://help.genesys.com/pureconnect/mergedprojects/wh_tr/desktop/pdfs/media_server_tr.pdf

    There is a "NOTE:" section
    If Interaction Media Server detects different DSCP values between received and transmitted RTP packets, it writes a warning in
    the Event Log of the host Windows server. This feature is available only if Interaction Media Server uses the PureConnect QoS
    driver, which is installed by default. This feature is not available with Windows Policy-based QoS.

    • Is this a packaged Media Server or software only installed on your own hardware? 
    • Have you verified the PureConnect QoS driver is installed? 
    • Do you see warnings in the Windows Event Log?  (complaining about DCSP?)  

    While you are double checking QoS settings.  I would also verify you have these two values set.  Should be specified regardless, but likely to be relevant if there are multiple NICs:
    "RtpAddressLocal": IP address that Interaction Media Server uses for RTP audio processing.
    "RtpAddressLocalMask": Subnet mask for the IP address that you specified in the RttpAddressLocal box

    Sorry if you have already done all this.  Just trying to help.

    ------------------------------
    Drew Drew Bisson
    Genesys - Employees
    ------------------------------



  • 28.  RE: Genesys Support - Issues

    Posted 12-11-2020 05:53
    Hello to everyone.
    Expect of details of my own frustration how the things with support goes this days, in general I have a same thoughts and feelings here emphasize by  @Egill Palsson @Wayne Rhodeback​​ @Pete Schroeder @Dieter Wijnen and all of you.

    And I do not feel any relief realizing that situations is the same for all of us, just confirmation that I'm not getting paranoid. Unfortunately it's the sad truth how this product is treated, although I also believe, like someone here already wrote, that selling of the PureConnect and additional licenses are still in high demand.

    Regards
    ​​

    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 29.  RE: Genesys Support - Issues

    GENESYS
    Posted 12-11-2020 14:11
    Andrew.  First off, let me say that I agree this is absolutely unacceptable and we have taken immediate actions with that Engineer.  I want to express my since apology, and this is definitely NOT the Customer Care experience we thrive to offer and have taken swift, appropriate actions with this individual.    

    ------------------------------
    Dave Girard
    Genesys - Employees
    ------------------------------



  • 30.  RE: Genesys Support - Issues

    GCAP Member
    Posted 12-10-2020 12:13
    Edited by Eliezer Stekel 12-10-2020 12:20
    Hi,

    Guess I'll add my 2 cents on this topic.

    In the recent weeks I reached out to Genesys support twice, once the issue was about stats in ICBM getting stuck and not updating, the other issue was more complex, both times I felt like the engineer had no clue what I was talking about, after explaining over the phone (on a very bad connection to an engineer who was clearly struggled with understanding me) our issue with ICBM stats which should be very basic to anyone familiar with PureConnect, I got the first update to the ticket a few hours later asking me to explain the issue in detail.... not sure what detailed explanation other than the stats aren't moving might be needed to understand this issue, horrible experience.

    Is it only me, or does anyone else get the feeling that Genesys made a conscious decision to treat PureConnect and it's users like a step child they can't wait to move out of the house?

    Are they expecting us to move over to PureCloud simply because they see more of a future (businesswise) in cloud vs. on-premise?

    To me the route they're taking makes no sense, especially when rumors are that in 2019 they sold more PureConnect than anything else.

    ------------------------------
    Eliezer Stekel
    ------------------------------



  • 31.  RE: Genesys Support - Issues

    GENESYS
    Posted 12-10-2020 14:38
    Genesys is definitely committed to continuing to improve and support PureConnect.  I do recognize a recent impact to Care.  Those concerns and the experience from our customers is recognized and we have a very solid plan to improve so as to consistently provide the quality and responsiveness our PureConnect customers are accustom to (and to improve beyond our previous bests).  I am not an official spokes person, but I have been around for quite a while (16 years).  I am just trying to share my perspective and reassure where I can that what you have seen recently is not the new normal.  I think the candid feedback in this thread is valuable, and I assure you it has been heard and great priority and focus is being applied.  I am confident over the next several weeks customers are going to see early improvements and in another month or two I think folks will have restored confidence and feel escalating to be less necessary.

    ------------------------------
    Drew Drew Bisson
    Genesys - Employees
    ------------------------------



  • 32.  RE: Genesys Support - Issues

    Posted 12-10-2020 15:13
    Eliezer, I've been noticing for some time that SessionManager seems to cache things excessively. I've been able to fix stuck stats in ICBM by bouncing SessionManager, or performing a Switchover.

    I've had instances where I would add a queue column in Administrator, and add that column to ICBM's display. I would add a second queue column, and it doesn't appear in the list of columns in ICBM. Bounce SessionManager, and there it is.

    I've had multiple times where a user's media type was changed, the user activated in another workgroup, but can't take the new media type. Put them back the way they were, and they're fixed. Bounce SessionManager, they're fixed.

    I've had to this multiple times, even during peak hours. At lumber Liquidators, I've had 4 instances of changes to users that resulted in them unable to receive ACD calls. They're available and activated, but the ACDServer log says no available agents. Again, bounce SessionManager or switchover, and they're good.

    My theory is the caching isn't always reflecting reality, and there are no other ways to fix it other than SessionManger restart or SwitchOver.

    ------------------------------
    Wayne Rhodeback
    Astute, Inc.
    ------------------------------



  • 33.  RE: Genesys Support - Issues

    GENESYS
    Posted 12-10-2020 15:42
    Wayne,

    I can't comment on all of your issues, but relating to the Custom Queue Columns in ICBM, I have noticed that if they are created when ICBM is already running, they often don't actually show up until you restart ICBM. Slightly less drastic than bouncing SM or performing a Switchover!

    This may, or may not solve it for you, of course.

    HTH

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------



  • 34.  RE: Genesys Support - Issues

    GCAP Member
    Posted 12-10-2020 16:18
    Thanks @Wayne Rhodeback, we ended up doing a switchover that night and that solved it, then I closed the ticket with support... :)​

    About adding custom columns, restarting ICBM usually solved that me.

    ------------------------------
    Eliezer Stekel
    ------------------------------



  • 35.  RE: Genesys Support - Issues