Genesys Cloud - Main

Hello, Team.

One of the agents connected to the call by mistake and refreshed the Genesys site tab, which caused the call getting lost. Is there any way to continue the call with the customer and agent after refreshing Genesys?

Hello, Team. Can someone help with this?

Hello, Team.

One of the agents connected to the call by mistake and refreshed the Genesys site tab, which caused the call getting lost. Is there any way to continue the call with the customer and agent after refreshing Genesys?

Hi Ravi,

Is the WebRTC set to persistent connection?

Hello, Team. Can someone help with this?

Hello, Team.

One of the agents connected to the call by mistake and refreshed the Genesys site tab, which caused the call getting lost. Is there any way to continue the call with the customer and agent after refreshing Genesys?

Hello, Team.

One of the agents connected to the call by mistake and refreshed the Genesys site tab, which caused the call getting lost. Is there any way to continue the call with the customer and agent after refreshing Genesys?

Assuming you're using WebRTC - and if so, unfortunately in my experience there's no way to continue the call.

Even if persistent connection is enabled, a refresh of the Genesys desktop application or relevant browser tab will terminate the WebRTC session. Only way around this is to use Remote Number or a physical phone (that doesn't rely on the app/browser handling the call traffic).

I wish Genesys would hang onto the call at the system level - so if a crash or refresh of the browser drops the WebRTC session, there's the opportunity to resume the call or do something else with it (i.e. return to queue, send to voicemail, play a message before disconnecting, etc)

I've created an idea just for this:

Auto-hold WebRTC calls during refresh/crash/dropout, offer recovery options (resume on reload, return to queue, etc)
https://genesyscloud.ideas.aha.io/ideas/CEV-I-588

Hello, Team.

One of the agents connected to the call by mistake and refreshed the Genesys site tab, which caused the call getting lost. Is there any way to continue the call with the customer and agent after refreshing Genesys?

Hello, Jeff.

Thank you for providing this information. I was unable to view what was provided shared link. Could you please provide access to that?

Assuming you're using WebRTC - and if so, unfortunately in my experience there's no way to continue the call.

Even if persistent connection is enabled, a refresh of the Genesys desktop application or relevant browser tab will terminate the WebRTC session. Only way around this is to use Remote Number or a physical phone (that doesn't rely on the app/browser handling the call traffic).

I wish Genesys would hang onto the call at the system level - so if a crash or refresh of the browser drops the WebRTC session, there's the opportunity to resume the call or do something else with it (i.e. return to queue, send to voicemail, play a message before disconnecting, etc)

I've created an idea just for this:

Auto-hold WebRTC calls during refresh/crash/dropout, offer recovery options (resume on reload, return to queue, etc)
https://genesyscloud.ideas.aha.io/ideas/CEV-I-588

Hello, Team.

One of the agents connected to the call by mistake and refreshed the Genesys site tab, which caused the call getting lost. Is there any way to continue the call with the customer and agent after refreshing Genesys?

Hello, Team.

One of the agents connected to the call by mistake and refreshed the Genesys site tab, which caused the call getting lost. Is there any way to continue the call with the customer and agent after refreshing Genesys?