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  • 1.  Agents cannot answer first call of the day.

    Posted 10-23-2025 10:48

    I saw an old thread on this but cannot find a definitive answer on resolution. 

    WebRTC agent cannot answer first call of the day. They use CITRIX VPN. 

    Can Genesys User logs and submitted ticket to support. 

    They replied with the following - "There appears to be some issues with setting up the webRTC SDK at startup. Once the agent logs in, it takes a bit before its granted microphone permissions."

    Of course they requested Console and Network logs so I worked with 2 agents today via Teams meeting. After I enabled to logs and they tested the issue did not occur. I am theorizing it did not fail because mic was already "woken up" by Teams or the amount of time it took to enable the logs.

    Anyone seen the issue before?


    #Telephony

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    Ken Pittman
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  • 2.  RE: Agents cannot answer first call of the day.

    Posted 10-23-2025 11:02

    Hi Ken,

    We noted this issue a handful of times in our org and ran into the same issue where we couldn't replicate for logs. That seems to always be the case! We used the Webrtc Media Helper for our Citrix users, and it seemed like that helped a little bit.



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    John Butine
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    Original Message


  • 3.  RE: Agents cannot answer first call of the day.

    Posted 10-24-2025 08:43
    Edited by John Greer 10-24-2025 08:50

    Hi Ken. This may or may not be related but we had similar symptoms. By any chance do you have persistent connection enabled in your WebRTC configuration? We originally enabled this option to help reduce the number of missed inbound calls by our agents due to delays while our WebRTC phones were establishing a connection. This would cause our agents to miss the first inbound call of their shift which would roll to another agent. Once the phones had a persistent connection our actual "agent not responding" dropped quite a bit. The workaround we implemented to avoid this was to have our agents make one outbound call at the beginning of their shift to our main IVR number which started out as a recorded message to allow a persistent connection to be established. The result was that their first inbound customer call was able to be picked up consistently and, unless the persistent connection was dropped, all subsequent calls were also able to be picked up by the first agent offered. Also, you may want to run the advanced Genesys network assessment tool. Another contributing factor was a blocked port on our firewall that was crucial in the timely delivery of our outbound VOIP packets to our off site Edge servers. I hope this helps.



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    John Greer
    Supervisor, Technical Support
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    Original Message


  • 4.  RE: Agents cannot answer first call of the day.

    Posted 10-24-2025 15:49

    We usually suggest agents use *86 first thing to establish when persistent connection.  Genesys is coming out with a feature to initiate the session on login to avoid this 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 5.  RE: Agents cannot answer first call of the day.

    Posted 11-03-2025 10:22

    Robert

    Thank you!

    Do you know when Genesys will be implementing the change?



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    Ken Pittman
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    Original Message


  • 6.  RE: Agents cannot answer first call of the day.
    Best Answer

    Posted 11-03-2025 19:03

    Here is the idea: https://genesyscloud.ideas.aha.io/ideas/TEL-I-446

    It is slated to go live on 11/17

    It is in limited availability now, so you can open a CARE ticket to add to your ORG.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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