Genesys Cloud - Main

Since going live with PureCloud 2 weeks ago, agents are reporting a 2 second delay on both incoming and outgoing calls. This seems consistent and across the board.

Has anyone seen similar behavior and can offer any suggestions?

Thank you

Delay meaning latency throughout the call, or delay meaning the beginning of the call (e.g., IVR) gets cut off?

Thanks for the reply...

The delay is throughout the call. Nothing is being cut off. We don't have a direct connection between PureCloud and our phones, meaning if the agent makes an outbound call, PureCloud rings their (desk) phone first and the agent must pick up before the call is placed. In an outbound scenario, it begins when the recipient answers.

Am told this is happening on inbound calls as well, however.?

Are the phones connected to a PBX and configured as Remote phones?

Yes.?

Delay is normally a networking issue, so you will probably need to do some network diagnostics to figure out where the delay is introduced. It is probably in the communication between PureCloud and your PBX, though that's just a guess.