Genesys Cloud - Main

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hello Abdullah,

The Alerting Timeout should default to the the Organization Setting, unless there is another timeout set for the specific channel, queue, or agent.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-07-2025 12:01
From: Abdullah Aslam
Subject: Agent Alert Timeout

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hello Abdullah,

The Alerting Timeout should default to the the Organization Setting, unless there is another timeout set for the specific channel, queue, or agent.

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi Jason,

Thank you for the input. 

That was my understanding as well. But after doing some testing, I observed the mentioned behavior, which seems unusual. 

Hello Abdullah,

The Alerting Timeout should default to the the Organization Setting, unless there is another timeout set for the specific channel, queue, or agent.

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi Martijn,

Precisely. I'm not sure about the 5 seconds, which are added when the queue timeout is less than org timeout.  

Hi Jason,

Thank you for the input. 

That was my understanding as well. But after doing some testing, I observed the mentioned behavior, which seems unusual. 

Hello Abdullah,

The Alerting Timeout should default to the the Organization Setting, unless there is another timeout set for the specific channel, queue, or agent.

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Abdullah, can you DM me a conversationId for a call that experienced the 5 seconds added, along with which region? (Not here...messaging)

Hi Martijn,

Precisely. I'm not sure about the 5 seconds, which are added when the queue timeout is less than org timeout.  

Hi Jason,

Thank you for the input. 

That was my understanding as well. But after doing some testing, I observed the mentioned behavior, which seems unusual. 

Hello Abdullah,

The Alerting Timeout should default to the the Organization Setting, unless there is another timeout set for the specific channel, queue, or agent.

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi George,

Let me make a fresh call and pass on the callid.

Abdullah, can you DM me a conversationId for a call that experienced the 5 seconds added, along with which region? (Not here...messaging)

Hi Martijn,

Precisely. I'm not sure about the 5 seconds, which are added when the queue timeout is less than org timeout.  

Hi Jason,

Thank you for the input. 

That was my understanding as well. But after doing some testing, I observed the mentioned behavior, which seems unusual. 

Hello Abdullah,

The Alerting Timeout should default to the the Organization Setting, unless there is another timeout set for the specific channel, queue, or agent.

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

George, how do you I DM the conversationId?

Hi George,

Let me make a fresh call and pass on the callid.

Abdullah, can you DM me a conversationId for a call that experienced the 5 seconds added, along with which region? (Not here...messaging)

Hi Martijn,

Precisely. I'm not sure about the 5 seconds, which are added when the queue timeout is less than org timeout.  

Hi Jason,

Thank you for the input. 

That was my understanding as well. But after doing some testing, I observed the mentioned behavior, which seems unusual. 

Hello Abdullah,

The Alerting Timeout should default to the the Organization Setting, unless there is another timeout set for the specific channel, queue, or agent.

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

You may also want to reach out to Product Support so that they can check out what is happening with the alerting timeouts in the logs. If you do open a case, please share the case number so that I can monitor the issue internally.

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Just one other thought I had. Does the person that is beeing called have fax priviliges? Because the system takes a bit of time (maybe 5 seconds?) to check if the incoming call is a Fax or a person and it will play a prompt to the caller to fill that time.

I doubt that's the problem though.

You may also want to reach out to Product Support so that they can check out what is happening with the alerting timeouts in the logs. If you do open a case, please share the case number so that I can monitor the issue internally.

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

I can see in the back end logs when the conversation starts Alerting on an agent:  "Setting alerting timeout to 20 seconds"

What is the Alerting Timeout setting on the Voice tab of the queue?

Alerting starts at 7:23:04.727 UTC and times out at 7:23:24.768 UTC

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

I can see in the back end logs when the conversation starts Alerting on an agent:  "Setting alerting timeout to 20 seconds"

What is the Alerting Timeout setting on the Voice tab of the queue?

Alerting starts at 7:23:04.727 UTC and times out at 7:23:24.768 UTC

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi George,

The Alerting Timeout for the queue is set to 20 seconds.

I made more test calls and the behavior is consistent. There is always exact 5 seconds added to the ring time whenever queue alert timeout is less than org timeout config. 

I can see in the back end logs when the conversation starts Alerting on an agent:  "Setting alerting timeout to 20 seconds"

What is the Alerting Timeout setting on the Voice tab of the queue?

Alerting starts at 7:23:04.727 UTC and times out at 7:23:24.768 UTC

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

This is intriguing…now I've gotta dig deeper in the log to see why the Alerting you see does not match the start alert and alert timeout I see in the log :-)

So far I just looked at the timeout, not the start and stop alerting messages. 

Hi George,

The Alerting Timeout for the queue is set to 20 seconds.

I made more test calls and the behavior is consistent. There is always exact 5 seconds added to the ring time whenever queue alert timeout is less than org timeout config. 

I can see in the back end logs when the conversation starts Alerting on an agent:  "Setting alerting timeout to 20 seconds"

What is the Alerting Timeout setting on the Voice tab of the queue?

Alerting starts at 7:23:04.727 UTC and times out at 7:23:24.768 UTC

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Well....I don't have anything wonderfully conclusive, but based upon the entries I see it basically took 5 seconds to tear down the call from the time the timeout was hit and the disconnect was sent to the edge.  I cannot tell you why that happens in some situations and not others...I don't see anything in the back end logs to indicate a purposeful slowdown of 5 seconds...I just see a series of messages going out through the WebRTC server side and no response for a few seconds. This is as far as I can go based on my expertise and experience...perhaps Support can get Dev in on it to supply the reason (and verify what I think I am seeing), and why it would be different for this scenario.

• t:"2025-10-08T19:23:24.768Z",
• message:"Alerting timeout has fired for call. Disconnecting agent participant.",

• t:"2025-10-08T19:23:24.770Z",
• message:"Disconnecting communications"

• t:"2025-10-08T19:23:24.779Z",
• message:"Answering/disconnecting call 2fce325e-fc90-3f05-8c33-31946ced5e65",

• t:"2025-10-08T19:23:29.295Z",
• message:"Responding to INVITE with 487 because client session was terminated.

This is intriguing…now I've gotta dig deeper in the log to see why the Alerting you see does not match the start alert and alert timeout I see in the log :-)

So far I just looked at the timeout, not the start and stop alerting messages. 

Hi George,

The Alerting Timeout for the queue is set to 20 seconds.

I made more test calls and the behavior is consistent. There is always exact 5 seconds added to the ring time whenever queue alert timeout is less than org timeout config. 

I can see in the back end logs when the conversation starts Alerting on an agent:  "Setting alerting timeout to 20 seconds"

What is the Alerting Timeout setting on the Voice tab of the queue?

Alerting starts at 7:23:04.727 UTC and times out at 7:23:24.768 UTC

Thank you for the input @MARTHA VELASCO. I did some testing and observed the same behavior. 

• Org Timeout > Queue Timeout

Result: Alert timeout = Queue Timeout+5 seconds

• Org Timeout = Queue Timeout

Result: Alert timeout = Org Timeout = Queue Timeout

• Org Timeout < Queue Timeout

Result: Alert timeout = Queue Timeout

At the moment, I don't have the detailed logs. And I'm not aware of any override settings besides org, queue and agent. If there is somewhere else to check, please let me know. 

@George Ganahl I have sent you the interaction id in DM. 

Reply for "Agent Alert Timeout" Discussion

Hi Abdullah,

That's an interesting behavior you're seeing. I've run into similar situations during internal tests, and here's what I've learned so far - maybe this can help you validate your case:

1. Default fallback logic
   Typically, if the Alerting Timeout set on the queue is lower than the one defined at the org level, the system tends to apply the queue timeout plus a small buffer (around 5 seconds). This ensures the alert is properly triggered before the call is rerouted.

2. Timeouts at different hierarchy levels
   It's worth checking if there are overrides at more granular levels - for example:

   • Channel configuration (Voice vs. Digital)

   • Agent profile or user-level timeout settings

3. Interaction timeline review
   When you look at the interaction logs, pay attention to the timestamps (when the alert started, when it was reassigned, etc.). You may notice a consistent gap that indicates a system-level buffer.

4. Practical benchmark
   Try testing three scenarios:

   • Org Timeout > Queue Timeout

   • Org Timeout = Queue Timeout

   • Org Timeout < Queue Timeout
     and check how the alerting duration behaves in each case.

If you have access to the detailed logs or can share the timestamps, I'd be happy to help analyze them. It could confirm whether this extra buffer is being applied internally by the system.

Thanks for raising this - these types of discussions are super helpful for everyone tuning their routing logic.

Cheers,
Martha Velasco

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Good morning, we are seeing the same thing.  This is tracked closely and we noticed the change on 9/25.  Calls on 9/24 would show the alert of 30 seconds(that is what the Queues are set to), but since then they will show Alert for 35 seconds even though nothing was changed on the Queue Settings.   The Org Setting to roll to voicemail has always been 12 seconds. 

I am wondering if this issue started with the roll out that happened 9/22?   Our update that week would be 9/24 at 8pm EST so it aligns with what we are seeing when it changed for us.

------------------------------
Robert Alsaker
Senior IT Analyst

Original Message:
Sent: 10-07-2025 12:01
From: Abdullah Aslam
Subject: Agent Alert Timeout

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

@George Ganahl thank you for looking into this. How do I raise this with Support?
@Robert Alsaker appreciate you chipping in. 

Good morning, we are seeing the same thing.  This is tracked closely and we noticed the change on 9/25.  Calls on 9/24 would show the alert of 30 seconds(that is what the Queues are set to), but since then they will show Alert for 35 seconds even though nothing was changed on the Queue Settings.   The Org Setting to roll to voicemail has always been 12 seconds. 

I am wondering if this issue started with the roll out that happened 9/22?   Our update that week would be 9/24 at 8pm EST so it aligns with what we are seeing when it changed for us.

------------------------------
Robert Alsaker
Senior IT Analyst

Original Message:
Sent: 10-07-2025 12:01
From: Abdullah Aslam
Subject: Agent Alert Timeout

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

We are also seeing the extra 5 seconds in the timeline. For us (FedRAMP org) it started on 9/24.

Does anyone know if the upgrade to the edges or the change to rollout globally the session elimination on 9/24. The session elimination change is the change that resulted in new Telephony error messages showing up. The session elimination change had been a prerequisite for the full Modern WebRTC.

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

I am curious - is anyone who sees this discrepancy using physical phones? Or, is everyone using WebRTC phones?

We are also seeing the extra 5 seconds in the timeline. For us (FedRAMP org) it started on 9/24.

Does anyone know if the upgrade to the edges or the change to rollout globally the session elimination on 9/24. The session elimination change is the change that resulted in new Telephony error messages showing up. The session elimination change had been a prerequisite for the full Modern WebRTC.

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi,

Checked on my org and physical phones also have that +5s alert timeout.
Regards,

I am curious - is anyone who sees this discrepancy using physical phones? Or, is everyone using WebRTC phones?

We are also seeing the extra 5 seconds in the timeline. For us (FedRAMP org) it started on 9/24.

Does anyone know if the upgrade to the edges or the change to rollout globally the session elimination on 9/24. The session elimination change is the change that resulted in new Telephony error messages showing up. The session elimination change had been a prerequisite for the full Modern WebRTC.

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

I am curious - is anyone who sees this discrepancy using physical phones? Or, is everyone using WebRTC phones?

We are also seeing the extra 5 seconds in the timeline. For us (FedRAMP org) it started on 9/24.

Does anyone know if the upgrade to the edges or the change to rollout globally the session elimination on 9/24. The session elimination change is the change that resulted in new Telephony error messages showing up. The session elimination change had been a prerequisite for the full Modern WebRTC.

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hey George,

For my case its WebRTC phones

I am curious - is anyone who sees this discrepancy using physical phones? Or, is everyone using WebRTC phones?

We are also seeing the extra 5 seconds in the timeline. For us (FedRAMP org) it started on 9/24.

Does anyone know if the upgrade to the edges or the change to rollout globally the session elimination on 9/24. The session elimination change is the change that resulted in new Telephony error messages showing up. The session elimination change had been a prerequisite for the full Modern WebRTC.

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Anyone heard back from Genesys or found something new?

Hey George,

For my case its WebRTC phones

I am curious - is anyone who sees this discrepancy using physical phones? Or, is everyone using WebRTC phones?

We are also seeing the extra 5 seconds in the timeline. For us (FedRAMP org) it started on 9/24.

Does anyone know if the upgrade to the edges or the change to rollout globally the session elimination on 9/24. The session elimination change is the change that resulted in new Telephony error messages showing up. The session elimination change had been a prerequisite for the full Modern WebRTC.

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

We have been told that Genesys has identified a fix and is working on a new edge/media tier release.

Anyone heard back from Genesys or found something new?

Hey George,

For my case its WebRTC phones

I am curious - is anyone who sees this discrepancy using physical phones? Or, is everyone using WebRTC phones?

We are also seeing the extra 5 seconds in the timeline. For us (FedRAMP org) it started on 9/24.

Does anyone know if the upgrade to the edges or the change to rollout globally the session elimination on 9/24. The session elimination change is the change that resulted in new Telephony error messages showing up. The session elimination change had been a prerequisite for the full Modern WebRTC.

Hi All,

I've tested this on my end and have also raised it to Genesys Support (Case #0003872782).

Genesys Support has escalated it as a Dev Case. There are no updates yet at this stage.

Below is the latest message from the Support Portal:

I have identified this issue wherein the call is not terminated after 8 seconds.
I will be raising this issue with our dev team to investigate and will get back to you as soon as I have more information.

Thanks.

Hi All,

We are also experiencing this issue with Queues Alerting Timeout. 

Our Queue alerting timeout is set to 20 seconds. We noticed this issue started last September 27, 2025 wherein the operations noticed the additional 5 seconds in Alert-No-Answer metrics. 

I already opened a support ticket on this. Although the support engineer says its a "5 seconds buffer", its fine from the backend, but I think it must not be visible in the interactions timeline or Alert-No-Answer metrics. This gives a different impression if we set 20 seconds, but 25 seconds will appear in timeline and agents metrics. 

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Looks like a fix is coming next week.  Just got this from our Support case:

"The media team has stated this will be available in 1.0.0.30480 which is expected to release next week. Release will be posted in the release notes below.

 https://help.mypurecloud.com/release-notes-home/media-tier-release-notes/ "

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

I received the release notes notifiation for the new media tier on Wednesday (yesterday) and noticed the line item:
"Improved WebRTC connection handling by correctly setting ICE negotiation roles based on session state."

It was dated November 5 however that release note was then pulled from the site not long after.  I imagine it was a bit premature as these are typically publishged on Mondays.

Regards,

Mike.

Looks like a fix is coming next week.  Just got this from our Support case:

"The media team has stated this will be available in 1.0.0.30480 which is expected to release next week. Release will be posted in the release notes below.

 https://help.mypurecloud.com/release-notes-home/media-tier-release-notes/ "

Hi All,

Can someone please help in explaining the Organization Settings > Telephony > Timeout Seconds and Queue > Voice > Alerting Timeout (Seconds). 

I made some test calls and found out that if Queue | Alerting Timeout (Seconds) is less than Org | Timeout Seconds then alert duration for the agent is always Alerting Timeout (Seconds) + 5 seconds.

For example, if I set the org timeout seconds to be 25 and queue alert timeout to be 7 sec, in the interaction timeline I always observe it to be 12 sec for all agents who receive the interaction.

While, if the org timeout seconds to be 25 and queue alert timeout is 35 seconds, alert timeout is 35 seconds for all agents. 

I don't get why this behavior is changing based on difference between the two timeouts configs. 

P.S. Timeout Seconds for the agents is not set under People > Agent > Phone > Timeout Seconds

#Telephony

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------