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  • 1.  Call recordings showing infinity years?

    Posted 12-18-2023 10:58
    No replies, thread closed.

    Just curious if other Genesys customers are having this issue as frequently as we are.    When you pull up an interaction to review a  recording,  it shows infinity years and you are unable to bounce back and forth while reviewing the recording.   We opened up a ticket and were told it's an issue local to my company, something to do with some security settings and how the urls are handled.   The 'solution' is to clear cache and cookies,  close your browser and open up again.  It's happening frequently enough that the use community is NOT HAPPY.   I was just curious if other Genesys users are running into this issue?


    #QualityManagement

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    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
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  • 2.  RE: Call recordings showing infinity years?

    Posted 12-18-2023 16:03
    No replies, thread closed.

    Not seen that but I'm curious how this looks Kyle.  Can you please share a screenshot?



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    Vaun McCarthy
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  • 3.  RE: Call recordings showing infinity years?

    Posted 12-18-2023 17:06
      |   view attached
    No replies, thread closed.

    And you are no longer able to fast forward or skip ahead .... And you cannot tell where you are at a given point in the call as it always appears you are at the beginning.  The call duration is not noted either,  instead it says infinityyears .... 

     

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    Original Message


  • 4.  RE: Call recordings showing infinity years?

    Posted 12-18-2023 17:12
    No replies, thread closed.

    Okay not seen that before but it has come up on the community earlier in the year:

    https://community.genesys.com/discussion/call-recordings-issues-when-playing-back



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    Vaun McCarthy
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    Original Message


  • 5.  RE: Call recordings showing infinity years?

    Posted 12-19-2023 06:59
    No replies, thread closed.

    Hello Kyle,

    we had the same issue at one of the customers, that when they access recording from their PC in their network, duration was displayed as infinity and that with every single click it rewind at the begging of the recording. But for us as a partner, using our PC, it was all normal.

    We found in console logs "The AudioContext was not allowed to start. It must be resumed (or created) after a user gesture on the page. https://goo.gl/7K7WLu"

    The key was that their group policy was preventing Autoplay in Chrome. Once when their team change policy for team leaders they were able to play the recordings normally.

    Have you collected the console logs when reproducing the issue, and do you find any similar message?

    Hope this helps, regards



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    Раско Радојевић
    Rasko Radojevic
    Serbia
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  • 6.  RE: Call recordings showing infinity years?

    Posted 12-20-2023 07:42
    No replies, thread closed.

    thanks, i'll pass that on to the team that manages the security settings,  see if it helps!



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    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
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    Original Message


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