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  • 1.  Agents are in a Not responding state

    Posted 08-20-2025 03:32
    No replies, thread closed.

    Hi everyone,

    We've been experiencing intermittent "Not Responding" issues with some of our agents, particularly those using auto-answer. In some cases, agents are unaware that they've missed a call, and the system marks them as not responding. We've enabled Persistent Connection for a few users to test if it improves stability, it has had a good Impact but we need to rule out agent behavior and be able to report on this to our customers.

    We're looking to understand:

    • Has anyone else seen similar behavior in their environment?
    • Are there known causes or patterns (e.g., network, system performance, browser/app settings)?
    • What troubleshooting steps have worked for you?
    • Most of our Customers that are having huge issues are within the Dublin region

    Any insights or shared experiences would be greatly appreciated as we work to improve reliability for our users.


    #Telephony

    ------------------------------
    Sabashni Moodley
    Head of Service Delivery (SA)
    ------------------------------


  • 2.  RE: Agents are in a Not responding state
    Best Answer

    Posted 08-20-2025 06:37
    No replies, thread closed.

    Hi Sabashni,

    Its hard to pinpoint exactly what causes not responding with no alerts, but there was another post recently where the Telephony leadership team gave some great advice to narrow down the issue and what is useful to capture if a case is required with product support:  Agents randomly going into Not Responding status without being alerted



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Agents are in a Not responding state

    Posted 10-30-2025 09:24
    No replies, thread closed.

    would it be possible for this to be option? so a toggle for an agent to not go into a not responding state.



    ------------------------------
    Sabashni Moodley
    ------------------------------

    Original Message


  • 4.  RE: Agents are in a Not responding state

    Posted 08-20-2025 10:54
    No replies, thread closed.

    Hello,

    We are seeing a similar issue, Though our region is US FedRAMP.  

    The issue is intermittent and difficult to determine the root cause. 

    here is a link to the post
    https://community.genesys.com/discussion/calls-not-alerting-on-webrtc 



    ------------------------------
    Pauline Hittle
    IT Project Manager
    United States
    ------------------------------



  • 5.  RE: Agents are in a Not responding state

    Posted 08-21-2025 10:59
    No replies, thread closed.

    Sabashni,

    We have had the same issue on and off for two years now. 

    Thanks,

    Matt



    ------------------------------
    [Matt] [Pleus]
    [Business Systems Analyst]
    ------------------------------



  • 6.  RE: Agents are in a Not responding state

    Posted 09-05-2025 08:12
    No replies, thread closed.

    Hi,

    We're suddenly experiencing the same issue now with multiple agents working from home. The scenario is that one call goes through fine, but the next one either shows as "Not Responding" or gets disconnected.

    Our agents are using a virtual workspace-Azure Virtual Desktop (AVD)-along with Genesys Media Helper to properly handle audio. We've noticed a delay between the Media Helper and the Genesys app inside AVD. To resolve this, we've had to quit the Genesys Media Helper and relaunch it to get a good call experience.

    However, this workaround is time-consuming and not ideal.

    I'd appreciate it if you could share any updates regarding this issue or let us know if others are experiencing the same.



    ------------------------------
    JEFFREY ARBIOL
    ------------------------------



  • 7.  RE: Agents are in a Not responding state

    Posted 09-06-2025 09:07
    No replies, thread closed.

    Have you read through the other thread that Sam linked? Lots of ideas in there, and folks with a lot of experience



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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