Genesys Cloud - Main

Hi all,

Just wanted to post this for awareness. We experienced issues today in our environment with call forwarding. The scenario was as follows:

1. User has call forwarding to a cell phone enabled.
2. User has the check box "Use the voicemail service of this number' for the forwarded number unchecked. So, the call would go to the users VM in Genesys.
3. The call would
   1. Route to Genesys
   2. Identify the user has forwarding enabled and route to the Cell Phone
   3. When the call was delivered to the cell phone, the cell phone would answer
   4. Immediately, however, the cell phone would disconnect.

We were very stumped, all day.

As we were reviewing our Trunk settings, we made a change to our "beep tone for recording", and disabled it for testing purposes. That resolved the problem. We need the beep tone for compliance reasons, and so we turned it back on and changed the frequency from 1400 to 1300. That also worked.

What we realized was: the beep tone sent by Genesys.. was also confusing the Genesys AMD for forwarding. Genesys was thinking the call was getting sent to the user's voicemail, and so immediately returned it back to Genesys.

We have the following setup:

1. Cloud Edges
2. Global Telephony Settings // Enable Modern logic for processing webRTC calls = true.

We migrated to Cloud Edges recently and made changes at the Global Telephony Settings level, and don't suspect that these changes caused this behavior, but aren't sure. We have a ticket open and the Genesys team is reviewing.

Wanted to throw it out there if anyone else is having this issue.

Thanks,

Peter

Hi Peter

Thanks for sharing this. I wasn't aware that the recording beep tone frequency could interfere with the forwarding AMD logic like that. Interesting finding and definitely something to keep in mind when troubleshooting similar scenarios. Appreciate you posting it.

Out of curiosity, where do you change the frequency?

Hi all,

Just wanted to post this for awareness. We experienced issues today in our environment with call forwarding. The scenario was as follows:

1. User has call forwarding to a cell phone enabled.
2. User has the check box "Use the voicemail service of this number' for the forwarded number unchecked. So, the call would go to the users VM in Genesys.
3. The call would
   1. Route to Genesys
   2. Identify the user has forwarding enabled and route to the Cell Phone
   3. When the call was delivered to the cell phone, the cell phone would answer
   4. Immediately, however, the cell phone would disconnect.

We were very stumped, all day.

As we were reviewing our Trunk settings, we made a change to our "beep tone for recording", and disabled it for testing purposes. That resolved the problem. We need the beep tone for compliance reasons, and so we turned it back on and changed the frequency from 1400 to 1300. That also worked.

What we realized was: the beep tone sent by Genesys.. was also confusing the Genesys AMD for forwarding. Genesys was thinking the call was getting sent to the user's voicemail, and so immediately returned it back to Genesys.

We have the following setup:

1. Cloud Edges
2. Global Telephony Settings // Enable Modern logic for processing webRTC calls = true.

We migrated to Cloud Edges recently and made changes at the Global Telephony Settings level, and don't suspect that these changes caused this behavior, but aren't sure. We have a ticket open and the Genesys team is reviewing.

Wanted to throw it out there if anyone else is having this issue.

Thanks,

Peter