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Are we the only org experiencing issues where users sometimes cannot answer calls?

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  • 1.  Are we the only org experiencing issues where users sometimes cannot answer calls?

    Posted 10-02-2023 18:22
    No replies, thread closed.

    In the past few weeks we've had a large increase in reports of users being unable to answer a call - the pickup button just spins and the call never connects. We have a case open with our partner, who is not seeing this with their other customers and Genesys is acting like we're the only ones affected.

    Are others experiencing a large uptick of call answering issues? Do you have tickets open?


    #Telephony

    ------------------------------
    Brad Murlin
    Zillow, Inc.
    ------------------------------


  • 2.  RE: Are we the only org experiencing issues where users sometimes cannot answer calls?

    Posted 10-03-2023 21:01
    No replies, thread closed.

    Hi Brad,

    Many others have been experiencing this issue and there is some helpful information in this thread - https://community.genesys.com/discussion/servicenow-connector-agents-unable-to-answer-calls#bm28ea45aa-b51d-4438-bf45-0189c57fd60e

    In particular Brian's post -
    Posted 08-17-2023 19:48

    UPDATE: Support reviewed our logs and provided the following response (although I'm not sure if it was a result of something they found in the logs, which I have asked):

    "There is an ongoing investigation by our development team regarding a known issue with a new experimental feature released by Chrome that is affecting any CRM client: Storage Partitioning - Chrome Developers

    We ask that all affected customers explicitly disable this setting to prevent the behavior while we investigate the long term solution on our side.

    This can be disabled by navigating directly to chrome://flags/#third-party-storage-partitioning in the browser and explicitly setting this configuration to Disabled. There are also a couple of ways to manage this at an enterprise level so that all users do not need to set this flag individually:

    https://chromeenterprise.google/policies/#ThirdPartyStoragePartitioningBlockedForOrigins

    https://chromeenterprise.google/policies/#DefaultThirdPartyStoragePartitioningSetting 

    It appears that this setting is also present in other Chromium based browsers such as Edge and Brave, the flag location is identical other than the browser name specification so can be found at these locations: 

    edge://flags/#third-party-storage-partitioning 

    brave://flags/#third-party-storage-partitioning 

    As some have noted these browsers are not yet experiencing this issue as it appears they've not yet updated the default setting for it to be enabled, however the suggestion for the time being would still be to disable the setting so that a version update in the near future does not change that and begin causing the same issue with our client.



    ------------------------------
    Chloe Stephens
    City of Gold Coast
    ------------------------------

    Original Message


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