Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Calls Holding on Pickup

    Posted 05-08-2023 10:27
    No replies, thread closed.

    We have a user who is reporting that her Genesys is putting calls on hold as soon as she answers them. We were able to observe it happening and confirmed the issue. Is anyone aware of a setting or reason that this would be happening?


    #SIP/VoIP
    #Unsure/Other

    ------------------------------
    Benjamin Foster
    Androscoggin Home Health Services, Inc.
    ------------------------------


  • 2.  RE: Calls Holding on Pickup

    Posted 05-08-2023 10:38
    No replies, thread closed.

    Sounds like a device conflict issue.  Did you look at the console log for errors?  Can she make calls just fine?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Calls Holding on Pickup

    Posted 05-08-2023 10:42
    No replies, thread closed.

    She can make calls just fine, and doesn't have an issue with calls after she takes them off hold. I didn't take a look at the console log yet, but what is a device conflict issue?



    ------------------------------
    Benjamin Foster
    Androscoggin Home Health Services, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Calls Holding on Pickup

    Posted 05-08-2023 10:49
    No replies, thread closed.

    Typically, the system can't iterate a microphone from Windows.  Have you tried setting up an audio profile for her?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Calls Holding on Pickup

    Posted 05-08-2023 11:08
    No replies, thread closed.

    She does have an audio profile set, and wasn't experiencing this issue before this morning.



    ------------------------------
    Benjamin Foster
    Androscoggin Home Health Services, Inc.
    ------------------------------

    Original Message


  • 6.  RE: Calls Holding on Pickup

    Posted 05-08-2023 11:29
    No replies, thread closed.

    If you want to send me the console log at robert.wc@ttecdigital.com, I can take a look.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content