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  • 1.  Answering button not showing

    Posted 04-15-2025 22:04
    No replies, thread closed.

    Hello Community,

    I've been dealing with this issue for a quite long time and I can't seem to have a definitive solution.

    Tickets have been raised to support.

    Agents tell me that either sometimes that can't see the answering button or when see doesn't work when they click.

    We are using Chrome with permitting Genesys:

    • Always keep these sites active,
    • Pop-ups and redirects,
    • Third-Party Cookies,
    • The other day support asked me to add the following permission "conversation >suggestion >view"


    Any thoughts what could cause this issue ?


    #PlatformAdministration
    #SIP/VoIP
    #Telephony
    #Unsure/Other

    ------------------------------
    Gabriel Goncalves
    IT Network Administrator
    ------------------------------


  • 2.  RE: Answering button not showing
    Best Answer

    Posted 04-16-2025 06:45
    Edited by Jason Kleitz 08-07-2025 13:26
    No replies, thread closed.

    Hello Gabriel,

    I found these 2 posts which are relevant to this topic

    https://community.genesys.com/discussion/agents-unable-to-pick-up-calls

    The below post has a solution of how you can put them back on queue using some data actions in architect please check here


    https://community.genesys.com/digestviewer29/viewthread?MessageKey=79329d10-32ff-4506-9f2e-018728514174&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4%0A

    Hope this helps.

    Regards

    Phaneendra



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 3.  RE: Answering button not showing

    Posted 04-17-2025 11:06
    No replies, thread closed.

    We sporadically see this issue as well. We are using the Genesys desktop app and have persistent connection enabled for all WebRTC phones. Genesys did increase the number of our Edge devices from 2 to 6 which has helped some of our random issues. We have an active ticket open with our vendor\Genesys since January of this year for this issue. Have supplied multiple logs and they are currently asking for more. Very frustrating since this is a random issue and the agents don't always remember to have logs going\correct settings checked. Or the logs freeze when trying to save.



    ------------------------------
    Steph Voelker
    Systems Administrator
    ------------------------------

    Original Message


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