Genesys Cloud - Main

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? 

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.

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? 

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? 

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

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? 

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.

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

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? 

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? 

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.

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?