Genesys Cloud - Main

Dear All

Hope all are good

From the last couple of days all our customers are facing this issue, when the agent receives a call. he tries to answer the calls some times disconnects and changes the status.(video attached)

Or some times call (status shows) connected but its takes few seconds and turns in to red disconnected.

I believe it could be internet connectivity or browser cache issue. How ever we tried running the diagnostics and even cleared the cache also form browser, some agents are working fine but still few are facing the issue.

If any one faced this could help me solve this as they keep on reporting and not satisfied with the solution (To clear the cache in the browser) which we are giving to solve as its not consistent.

Thanks in advance 

#DigitalChannels
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Teja Darbha
Jathwa Technology Solutions
teja.darbha@jathwa.com
Riyadh Saudi Arabia
------------------------------

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina
------------------------------

I've ran into this with customers as well. We were told that Genesys is developing some tools to help show connectivity issues from within the client that may be available in the first quarter.

------------------------------
Erik Skoog
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 02-03-2020 15:36
From: Jorge Negri
Subject: Answer Button Malfunction

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina
------------------------------

Hi Teja,

Are you still having this issue?

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 02-03-2020 16:20
From: Erik Skoog
Subject: Answer Button Malfunction

I've ran into this with customers as well. We were told that Genesys is developing some tools to help show connectivity issues from within the client that may be available in the first quarter.

------------------------------
Erik Skoog
Avtex Solutions, LLC
------------------------------


Original Message:
Sent: 02-03-2020 15:36
From: Jorge Negri
Subject: Answer Button Malfunction

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina

@Paulo Mesquita do not use

Hey Paulo

Yes still i'm facing this issue do you have any solution, internet is fine, browser cache is also cleared. still the same.​

------------------------------
Teja Darbha
Jathwa Technology Solutions
teja.darbha@jathwa.com
Riyadh Saudi Arabia
------------------------------

Original Message:
Sent: 02-18-2020 16:41
From: Paulo Mesquita
Subject: Answer Button Malfunction

Hi Teja,

Are you still having this issue?

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------


Original Message:
Sent: 02-03-2020 16:20
From: Erik Skoog
Subject: Answer Button Malfunction

I've ran into this with customers as well. We were told that Genesys is developing some tools to help show connectivity issues from within the client that may be available in the first quarter.

------------------------------
Erik Skoog
Avtex Solutions, LLC


Original Message:
Sent: 02-03-2020 15:36
From: Jorge Negri
Subject: Answer Button Malfunction

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina

Hi,

You can try to check your internet connection with the following tool:

http://34.224.8.125:8080/myspeed/purecloud_presales_version_1.html

and see the results...

Hope this helps.

Regards


------------------------------
Jorge Marcelo Negri
Senior Project Consultant
Genesys PureCloud Certified Associate
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina
------------------------------

Original Message:
Sent: 03-04-2020 06:24
From: Teja Darbha
Subject: Answer Button Malfunction

@Paulo Mesquita do not use

Hey Paulo

Yes still i'm facing this issue do you have any solution, internet is fine, browser cache is also cleared. still the same.​

------------------------------
Teja Darbha
Jathwa Technology Solutions
teja.darbha@jathwa.com
Riyadh Saudi Arabia
------------------------------


Original Message:
Sent: 02-18-2020 16:41
From: Paulo Mesquita
Subject: Answer Button Malfunction

Hi Teja,

Are you still having this issue?

------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 02-03-2020 16:20
From: Erik Skoog
Subject: Answer Button Malfunction

I've ran into this with customers as well. We were told that Genesys is developing some tools to help show connectivity issues from within the client that may be available in the first quarter.

------------------------------
Erik Skoog
Avtex Solutions, LLC


Original Message:
Sent: 02-03-2020 15:36
From: Jorge Negri
Subject: Answer Button Malfunction

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina

Hi @Teja Darbha,

There are 3 basic categories that we have seen​​ with WebRTC running into issues like this.  

• All firewall ports not being open (See published ports links(
• Networking
  • An application layer gateway is impacting the traffic
  • NATing or traffic routes slowing or impeding traffic flow
• Workstations
  • Underpowered for the tasks that is being asked to perform 
    • Operating WebRTC calls and then other applications like custom database or other software application utilizing processing power
  • Other application crashing 

The test link that @Jorge Negri provided will allow to check a couple of items:

• Are the firewall ports all open?  (Test #1 will help confirm)
• What is the overall performance (up and down, jitter, packet order) at the time this test (Test #1) is run (Results are exportable.)
• On the lower left side of the test link there is also a WebRTC test (Test#2) that is useful to run (This test is also exportable)
  • This can check several items on the hardware and does a speed test also along with looking for specific networking scenario that can impact WebRTC.   

My recommendation is that when this occurs for a user collect the following information and open a Care case to assist in isolating what is happening

1. Collect the Console and Network Console Logs at the time of the issue.  (These are key to understanding what is happening from the machines perspective.)
2. Gather the conversation ID for the interaction.
3. Specific behavior that is observed.
4. Include results from Test #1 and Test #2 above in the case.   If you have run these tests when things are working you can include those historical results for comparison.

Open up a care case.  Utilizing this data and the other available information the Care team will be able to see the timeline of events and get a better idea of what is causing the underlying issue.  There is one other test that can be performed however the above should be done prior to that test being executed and the Care team can assist in guiding that test.
In all of the cases that we have seen so far there is something impeding the transfer or processing of the services that are required to run the WebRTC phone call.   Finding what that is is the key.


​​​​​

------------------------------
James Hennessey
Genesys - Employees
------------------------------

Original Message:
Sent: 03-04-2020 06:24
From: Teja Darbha
Subject: Answer Button Malfunction

@Paulo Mesquita do not use

Hey Paulo

Yes still i'm facing this issue do you have any solution, internet is fine, browser cache is also cleared. still the same.​

------------------------------
Teja Darbha
Jathwa Technology Solutions
teja.darbha@jathwa.com
Riyadh Saudi Arabia
------------------------------


Original Message:
Sent: 02-18-2020 16:41
From: Paulo Mesquita
Subject: Answer Button Malfunction

Hi Teja,

Are you still having this issue?

------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 02-03-2020 16:20
From: Erik Skoog
Subject: Answer Button Malfunction

I've ran into this with customers as well. We were told that Genesys is developing some tools to help show connectivity issues from within the client that may be available in the first quarter.

------------------------------
Erik Skoog
Avtex Solutions, LLC


Original Message:
Sent: 02-03-2020 15:36
From: Jorge Negri
Subject: Answer Button Malfunction

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina

We had the same issue last month.

In our case, this was fixed after updating the Edges to the latest firmware version.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 03-05-2020 09:53
From: James Hennessey
Subject: Answer Button Malfunction

Hi @Teja Darbha,

There are 3 basic categories that we have seen​​ with WebRTC running into issues like this.

• All firewall ports not being open (See published ports links(
• Networking
  • An application layer gateway is impacting the traffic
  • NATing or traffic routes slowing or impeding traffic flow
• Workstations
  • Underpowered for the tasks that is being asked to perform 
    • Operating WebRTC calls and then other applications like custom database or other software application utilizing processing power
  • Other application crashing 

The test link that @Jorge Negri provided will allow to check a couple of items:

• Are the firewall ports all open?  (Test #1 will help confirm)
• What is the overall performance (up and down, jitter, packet order) at the time this test (Test #1) is run (Results are exportable.)
• On the lower left side of the test link there is also a WebRTC test (Test#2) that is useful to run (This test is also exportable)
  • This can check several items on the hardware and does a speed test also along with looking for specific networking scenario that can impact WebRTC.   

My recommendation is that when this occurs for a user collect the following information and open a Care case to assist in isolating what is happening

1. Collect the Console and Network Console Logs at the time of the issue.  (These are key to understanding what is happening from the machines perspective.)
2. Gather the conversation ID for the interaction.
3. Specific behavior that is observed.
4. Include results from Test #1 and Test #2 above in the case.   If you have run these tests when things are working you can include those historical results for comparison.

Open up a care case.  Utilizing this data and the other available information the Care team will be able to see the timeline of events and get a better idea of what is causing the underlying issue.  There is one other test that can be performed however the above should be done prior to that test being executed and the Care team can assist in guiding that test.
In all of the cases that we have seen so far there is something impeding the transfer or processing of the services that are required to run the WebRTC phone call.   Finding what that is is the key.


​​​​​

------------------------------
James Hennessey
Genesys - Employees
------------------------------


Original Message:
Sent: 03-04-2020 06:24
From: Teja Darbha
Subject: Answer Button Malfunction

@Paulo Mesquita do not use

Hey Paulo

Yes still i'm facing this issue do you have any solution, internet is fine, browser cache is also cleared. still the same.​

------------------------------
Teja Darbha
Jathwa Technology Solutions
teja.darbha@jathwa.com
Riyadh Saudi Arabia


Original Message:
Sent: 02-18-2020 16:41
From: Paulo Mesquita
Subject: Answer Button Malfunction

Hi Teja,

Are you still having this issue?

------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 02-03-2020 16:20
From: Erik Skoog
Subject: Answer Button Malfunction

I've ran into this with customers as well. We were told that Genesys is developing some tools to help show connectivity issues from within the client that may be available in the first quarter.

------------------------------
Erik Skoog
Avtex Solutions, LLC


Original Message:
Sent: 02-03-2020 15:36
From: Jorge Negri
Subject: Answer Button Malfunction

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina

Hi Teja, Just to add to James message on the console and network logs, please find below the link on instructions on retrieving these logs, just in case you have never done this before
https://help.mypurecloud.com/articles/gather-network-logs/
Regards
Sam

------------------------------
Samuel Effange
Nissan North America, Inc.
------------------------------

Original Message:
Sent: 03-05-2020 09:53
From: James Hennessey
Subject: Answer Button Malfunction

Hi @Teja Darbha,

There are 3 basic categories that we have seen​​ with WebRTC running into issues like this.

• All firewall ports not being open (See published ports links(
• Networking
  • An application layer gateway is impacting the traffic
  • NATing or traffic routes slowing or impeding traffic flow
• Workstations
  • Underpowered for the tasks that is being asked to perform 
    • Operating WebRTC calls and then other applications like custom database or other software application utilizing processing power
  • Other application crashing 

The test link that @Jorge Negri provided will allow to check a couple of items:

• Are the firewall ports all open?  (Test #1 will help confirm)
• What is the overall performance (up and down, jitter, packet order) at the time this test (Test #1) is run (Results are exportable.)
• On the lower left side of the test link there is also a WebRTC test (Test#2) that is useful to run (This test is also exportable)
  • This can check several items on the hardware and does a speed test also along with looking for specific networking scenario that can impact WebRTC.   

My recommendation is that when this occurs for a user collect the following information and open a Care case to assist in isolating what is happening

1. Collect the Console and Network Console Logs at the time of the issue.  (These are key to understanding what is happening from the machines perspective.)
2. Gather the conversation ID for the interaction.
3. Specific behavior that is observed.
4. Include results from Test #1 and Test #2 above in the case.   If you have run these tests when things are working you can include those historical results for comparison.

Open up a care case.  Utilizing this data and the other available information the Care team will be able to see the timeline of events and get a better idea of what is causing the underlying issue.  There is one other test that can be performed however the above should be done prior to that test being executed and the Care team can assist in guiding that test.
In all of the cases that we have seen so far there is something impeding the transfer or processing of the services that are required to run the WebRTC phone call.   Finding what that is is the key.


​​​​​

------------------------------
James Hennessey
Genesys - Employees
------------------------------


Original Message:
Sent: 03-04-2020 06:24
From: Teja Darbha
Subject: Answer Button Malfunction

@Paulo Mesquita do not use

Hey Paulo

Yes still i'm facing this issue do you have any solution, internet is fine, browser cache is also cleared. still the same.​

------------------------------
Teja Darbha
Jathwa Technology Solutions
teja.darbha@jathwa.com
Riyadh Saudi Arabia


Original Message:
Sent: 02-18-2020 16:41
From: Paulo Mesquita
Subject: Answer Button Malfunction

Hi Teja,

Are you still having this issue?

------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 02-03-2020 16:20
From: Erik Skoog
Subject: Answer Button Malfunction

I've ran into this with customers as well. We were told that Genesys is developing some tools to help show connectivity issues from within the client that may be available in the first quarter.

------------------------------
Erik Skoog
Avtex Solutions, LLC


Original Message:
Sent: 02-03-2020 15:36
From: Jorge Negri
Subject: Answer Button Malfunction

Hi,

This is a common problem that the agents face, when internet connectitvity is not working as it should be.

May be a LAN issue or an internet carrier problem too...

You cannot answer and the messages are not synchronized between the agent PC and the Cloud, thus making this kind of troubles to appear.

Hope this answer helps you to go and check the LAN and the Internet Connection and find out where the root cause is found.

Regards,

------------------------------
Jorge Marcelo Negri
Senior Project Consultant
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina