Genesys Cloud - Main

​Hello,

I am wondering if anyone else has experienced calls dropping after routing through the queue and sitting on hold while waiting for an available agent? This is different and more frequent than a caller just terminating the call. Some queues we see 5 in a row at different hold time intervals. We are forwarding calls so trying to determine if the drops are on the forward or something within Purecloud. It is most prevalent in one particular queue which keeps bringing us back to purecloud rather than our carrier. We have other queues set up the same way in architect and are not having the same issue.
#Routing(ACD/IVR)

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Hi Julie,

Long shot here...

We had similar issues with some calls dropping mid-queue that were traced back to handset/carrier/LTE compatibility issues.  Some really weird stuff but basically calls would drop at roughly half the SIP/LTE keep-alive hold time, which for us was 15 minutes.

In the end our Telco fixed some firmware in their SIP servers, but that was after countless packet traces and confirmation that the disconnect message was coming from the SIP network and not our end.

There's always a reason somewhere.

------------------------------
Christian Legg
MyBudget
------------------------------

Original Message:
Sent: 02-06-2019 16:58
From: Julie Green
Subject: Calls Dropping

​Hello,

I am wondering if anyone else has experienced calls dropping after routing through the queue and sitting on hold while waiting for an available agent? This is different and more frequent than a caller just terminating the call. Some queues we see 5 in a row at different hold time intervals. We are forwarding calls so trying to determine if the drops are on the forward or something within Purecloud. It is most prevalent in one particular queue which keeps bringing us back to purecloud rather than our carrier. We have other queues set up the same way in architect and are not having the same issue.
#Routing(ACD/IVR)

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Hi Julie,
same problem to my Lab Org after the last update of the Edge Micro (1.0.0.7882).
Our network specialist discovered that after the last update, the Edge changed something on their DNS query: these new queries are frequently recognized as "malformed" by our firewall and then blocked.
The side effect is that the Edge cannot communicate properly with the cloud: so the incoming calls are properly managed by the Inbound Callflow (cached on Edge memory), but when the call is transferred to the agent we see that the call is dropped and placed again in queue instead of being answered.

Regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.
------------------------------

Original Message:
Sent: 02-06-2019 16:58
From: Julie Green
Subject: Calls Dropping

​Hello,

I am wondering if anyone else has experienced calls dropping after routing through the queue and sitting on hold while waiting for an available agent? This is different and more frequent than a caller just terminating the call. Some queues we see 5 in a row at different hold time intervals. We are forwarding calls so trying to determine if the drops are on the forward or something within Purecloud. It is most prevalent in one particular queue which keeps bringing us back to purecloud rather than our carrier. We have other queues set up the same way in architect and are not having the same issue.
#Routing(ACD/IVR)

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

I can see that upper-level Care folks are working on what appears to be related incidents, so hopefully a resolution soon.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 02-07-2019 04:01
From: Matteo Paratici
Subject: Calls Dropping

Hi Julie,
same problem to my Lab Org after the last update of the Edge Micro (1.0.0.7882).
Our network specialist discovered that after the last update, the Edge changed something on their DNS query: these new queries are frequently recognized as "malformed" by our firewall and then blocked.
The side effect is that the Edge cannot communicate properly with the cloud: so the incoming calls are properly managed by the Inbound Callflow (cached on Edge memory), but when the call is transferred to the agent we see that the call is dropped and placed again in queue instead of being answered.

Regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.

Original Message:
Sent: 02-06-2019 16:58
From: Julie Green
Subject: Calls Dropping

​Hello,

I am wondering if anyone else has experienced calls dropping after routing through the queue and sitting on hold while waiting for an available agent? This is different and more frequent than a caller just terminating the call. Some queues we see 5 in a row at different hold time intervals. We are forwarding calls so trying to determine if the drops are on the forward or something within Purecloud. It is most prevalent in one particular queue which keeps bringing us back to purecloud rather than our carrier. We have other queues set up the same way in architect and are not having the same issue.
#Routing(ACD/IVR)

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

​Thank you George,

Yes support has been helping me with this. It's been hard to pinpoint where the issues lie and some of the feedback here is great and we will continue to work with our infrastructure team to see what might be on our end. Just wanted to see if others experienced this or if we were alone in this experience.

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Original Message:
Sent: 02-07-2019 09:38
From: George Ganahl
Subject: Calls Dropping

I can see that upper-level Care folks are working on what appears to be related incidents, so hopefully a resolution soon.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 02-07-2019 04:01
From: Matteo Paratici
Subject: Calls Dropping

Hi Julie,
same problem to my Lab Org after the last update of the Edge Micro (1.0.0.7882).
Our network specialist discovered that after the last update, the Edge changed something on their DNS query: these new queries are frequently recognized as "malformed" by our firewall and then blocked.
The side effect is that the Edge cannot communicate properly with the cloud: so the incoming calls are properly managed by the Inbound Callflow (cached on Edge memory), but when the call is transferred to the agent we see that the call is dropped and placed again in queue instead of being answered.

Regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.

Original Message:
Sent: 02-06-2019 16:58
From: Julie Green
Subject: Calls Dropping

​Hello,

I am wondering if anyone else has experienced calls dropping after routing through the queue and sitting on hold while waiting for an available agent? This is different and more frequent than a caller just terminating the call. Some queues we see 5 in a row at different hold time intervals. We are forwarding calls so trying to determine if the drops are on the forward or something within Purecloud. It is most prevalent in one particular queue which keeps bringing us back to purecloud rather than our carrier. We have other queues set up the same way in architect and are not having the same issue.
#Routing(ACD/IVR)

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

We are not experiencing dropped calls but one of our Edges, which had been running well for over a week, unexpectedly went offline yesterday for a short period of time.

Both of our Edges auto-updated to 1.0.0.7882 earlier this week.

It may be a coincidence but Matteo's network analysis of the DNS queries makes me wonder if my issue is related to this latest Edge upgrade.

My plan is to monitor the situation today and contact support if we have another Edge issue.

------------------------------
Jason Rogers
Ontario Teacher's Pension Plan
------------------------------

Original Message:
Sent: 02-07-2019 11:46
From: Julie Green
Subject: Calls Dropping

​Thank you George,

Yes support has been helping me with this. It's been hard to pinpoint where the issues lie and some of the feedback here is great and we will continue to work with our infrastructure team to see what might be on our end. Just wanted to see if others experienced this or if we were alone in this experience.

------------------------------
Julie Green
Sentinel Benefits & Financial Group

Original Message:
Sent: 02-07-2019 09:38
From: George Ganahl
Subject: Calls Dropping

I can see that upper-level Care folks are working on what appears to be related incidents, so hopefully a resolution soon.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 02-07-2019 04:01
From: Matteo Paratici
Subject: Calls Dropping

Hi Julie,
same problem to my Lab Org after the last update of the Edge Micro (1.0.0.7882).
Our network specialist discovered that after the last update, the Edge changed something on their DNS query: these new queries are frequently recognized as "malformed" by our firewall and then blocked.
The side effect is that the Edge cannot communicate properly with the cloud: so the incoming calls are properly managed by the Inbound Callflow (cached on Edge memory), but when the call is transferred to the agent we see that the call is dropped and placed again in queue instead of being answered.

Regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.

Original Message:
Sent: 02-06-2019 16:58
From: Julie Green
Subject: Calls Dropping

​Hello,

I am wondering if anyone else has experienced calls dropping after routing through the queue and sitting on hold while waiting for an available agent? This is different and more frequent than a caller just terminating the call. Some queues we see 5 in a row at different hold time intervals. We are forwarding calls so trying to determine if the drops are on the forward or something within Purecloud. It is most prevalent in one particular queue which keeps bringing us back to purecloud rather than our carrier. We have other queues set up the same way in architect and are not having the same issue.
#Routing(ACD/IVR)

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------