Genesys Casual

Hello

We have a number of back office users on the system, we have them setup in small groups no more that 9 users in each group and the ringing type is set to broadcast so all the user ring at the same time. We have issues with ghost ringing so when one of the users answers the call some times and not every time one users app will continue to ring, this is random users in the group.

This happens across the different groups we have setup and different users, the only way to stop the ringing once it has started is to quite the app. We have tried the users to work on Google chrome and we still have the same issue. We have run lots of different tests and reviewed console logs, we can see the users get the signal to cancel the ringing when the call is answered but it doesn't stop it at the time we have the ringing issue. 

We have them on the latest version, updated the headset software, turned off energy saving modes, stop apps from going to sleep, the users are hardwired on a 1GB network.

We don't have this issue with any off the users on the contact centre side.

If anyone else has had this how were you able to resolve it as we have been trying for 6 months and Genesys support just tell us they cant find an issue.

Thanks

Jay