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  • 1.  Answering Calls

    Posted 06-03-2025 15:15
    No replies, thread closed.

    Hello!

    I apologize that my first post to this community is about an issue, but we are looking for any feedback or assistance from others as this disrupts our day-to-day operations. For the past few months our Contact Center has reported issues with answering calls, choosing a wrap-up code, ending an interaction, etc. through Genesys Cloud. They will go 'On Queue' then choose the 'Answer' button to pick up a call. It does not register that they chose the 'Answer' button, puts them in a 'Not Responding' status and returns the call back to the queue. We have been informed that this is a known issue with Genesys and continue to attempt multiple workarounds that aren't always successful (clearing GC cache, restarting, going Off Queue then On Queue, switching to browser version). Are there any other troubleshooting tips that can be provided until it is resolved? 


    #Routing(ACD/IVR)
    #Unsure/Other

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    Sincerely,
    Allison Wulff
    SELCO Community Credit Union
    Scheduling & Systems Specialist
    ------------------------------


  • 2.  RE: Answering Calls
    Best Answer

    Posted 06-03-2025 17:02
    No replies, thread closed.

    Hello Allison,

    Welcome to the Community! Typically when we see issues like the one that you are describing, it's caused by the network that the agent is using. We recently rolled out a CIDR range expansion that could cause an issue the the network team did not make the necessary changes to the network. I would also recommend having the agents who are experiencing this issue run the Network Assessment Test. This can help show if there are any ports that are currently blocked which could inhibit traffic to and from Genesys Cloud.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Answering Calls

    Posted 06-04-2025 11:15
    No replies, thread closed.

    Hello Jason,

    Thank you for the information. I was able to confirm with our IT/Network team that the issues had been occurring since before the CIDR range expansion and that they did make the changes successfully. They have run network assessment tests on multiple users and each time it has come back as good, but we will continue to run these in the moment to see if we get a different outcome. 



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    Allison Wulff
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    Original Message


  • 4.  RE: Answering Calls

    Posted 06-03-2025 21:34
    No replies, thread closed.

    Curious Allison who had told you this is a "known issue with Genesys". :)



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    Vaun McCarthy
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  • 5.  RE: Answering Calls

    Posted 06-04-2025 11:21
    No replies, thread closed.

    Hello Vaun,

    This information came directly from our IT/Network team. Additionally, I have spoken with a few employees from other companies in Oregon who use Genesys Cloud and confirmed that they are having the same experience.



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    Allison Wulff
    ------------------------------

    Original Message


  • 6.  RE: Answering Calls

    Posted 06-06-2025 13:07
    No replies, thread closed.

    Hi Allison! 

    We are experiencing similar issues (upstate New York, here) and have confirmed we have implemented the expanded CIDR. I also have agents reporting that clicking within Smart Apps does not click on the right item - but clicks on where the pop-up describing what the button is. So, for example, agent hits the pop up screen to take them to our Core, but the mouse selects canned responses as that is where the description for the pop up screen is. 

    Is this an issue that you experienced intermittently and now it has started happening frequently? I just started in this role recently (new role in the company, also) so I do not have historical data or logs to reference, unfortunately. But, management and agents I have checked in with do not remember these happening so frequently or if at all before.

    I have our IT team investigating internally and will probably open a ticket next week with TTEC top research. 



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    Dylan Rockwell
    Systems Admin
    Visions Federal Credit Union
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    Original Message


  • 7.  RE: Answering Calls

    Posted 06-09-2025 17:06
    No replies, thread closed.

    Genesys Team has not been able to identify the root cause of the problem or even confirm it is known issue. This is breaking also out entire operation.



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    Edgar Gutierrez
    Director IT
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  • 8.  RE: Answering Calls

    Posted 06-09-2025 17:23
    No replies, thread closed.

    @Edgar Gutierrez @Dylan Rockwell Thank you for sharing your experience! We continue to have 'not responding' errors with the Genesys Cloud app version and ran multiple network tests while the issues occur, and all have come back with a pass. The only change that has worked for us is having our team members switch to the browser version of GC rather than using the app.



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    Allison Wulff
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    Original Message


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