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Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

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  • 1.  Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-06-2018 12:52
    No replies, thread closed.
    ?
    #PlatformAdministration

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    Ramsey
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  • 2.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-06-2018 12:57
    No replies, thread closed.
    Greetings,

    We are not experiencing that currently, however at approximately 10:15am EST we were seeing challenges with consult transfers.  Agents would attempt to dial a number housed in the external contacts list, and it would take up to four attempts before the number would dial out.  Alternatively, we also saw issues where once the consult transfer was completed they could not disconnect from the interaction.  That lasted about 30 minutes, however seems to be better now?

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    Amanda Gebhardt-Keeton
    Baker College
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    Original Message


  • 3.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-07-2018 10:15
    No replies, thread closed.
    Still happening this AM ...Agents have reset phones, reset purecloud app, rebooted PCs.  We checked location bandwidth and overall internet bandwidth, all fine.... Had 30 "dead calls" yesterday.

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    Ramsey
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    Original Message


  • 4.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-07-2018 10:32
    No replies, thread closed.
    Hi @RAMsey Miller - have you opened a case with the Customer Care team?  This sounds like something they can help you troubleshoot.​

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    Chrissy Linzy
    Genesys - Employees
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    Original Message


  • 5.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-07-2018 10:40
    No replies, thread closed.
    No I haven't yet for a lot of reasons.  We think we figured it out, apparently amazon added some new IPs to their range that we were blocking.

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    Ramsey
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    Original Message


  • 6.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-07-2018 17:58
    No replies, thread closed.
    Great news (that you figured it out - not that it's happening to you)!  Please let us know if we can help.

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    Chrissy Linzy
    Genesys - Employees
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    Original Message


  • 7.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-15-2018 09:34
    No replies, thread closed.
    Hello

    Do you have any news about that ? 
    Maybe the list of the new ip to share with us ? :)

    Thanks a lot
    Regards

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    Olivier Sand
    L'Olivier Assurance
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    Original Message


  • 8.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-15-2018 09:38
    No replies, thread closed.
    No. There is a Resource Center article that points you to the AWS info on their site. I think that link is in the other thread, or you can search the Resource Center.

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 9.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-16-2018 10:15
    No replies, thread closed.
    I didn't record what the new ones were sorry.  George, what we have found is that Amazon changes the IPs on you guys without letting you know.  So when this problem comes up (it has happened about 3 times in the last year), your resource article does not reflect the new IPs.  We were told by Genesys that there was nothing that could be done about alerting us ahead of time b/c Amazon doesn't alert Genesys.

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    Ramsey
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    Original Message


  • 10.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-16-2018 10:22
    No replies, thread closed.
    Yes, that's what we have stated on the PureCloud Resource Center page - that the vendors (not just AWS) might change their IP addresses at any time. Our page merely has links to the AWS pages.

    One note that might help you--I drilled down on the AWS page, and they have their own page with instructions on how to subscribe to their notification service that lets you know when their IPs change. You might subscribe, and thus you will know directly when they change something:

    https://docs.aws.amazon.com/general/latest/gr/aws-ip-ranges.html#subscribe-notifications

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 11.  RE: Anyone experiencing issues right now ? A lot of queue calls are silent..consult transfers are failing.

    Posted 11-16-2018 15:08
    No replies, thread closed.
    great tip thank you George !

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    Ramsey
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    Original Message


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