Genesys Cloud - Main

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

We are also in the FedRAMP region.

I don't have a solution at this time, we are asking users to submit on demand logs.
Send On Demand capture logs to administrators - Genesys Cloud Resource Center

Also, the techs are asking users to set their browner tab to "not sleep".

Wishing you a speedy solution!

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

We are also in the FedRAMP region.

I don't have a solution at this time, we are asking users to submit on demand logs.
Send On Demand capture logs to administrators - Genesys Cloud Resource Center

Also, the techs are asking users to set their browner tab to "not sleep".

Wishing you a speedy solution!

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

Where do the on-demand logs go to? The email that is specified in Org Settings?

We are also in the FedRAMP region.

I don't have a solution at this time, we are asking users to submit on demand logs.
Send On Demand capture logs to administrators - Genesys Cloud Resource Center

Also, the techs are asking users to set their browner tab to "not sleep".

Wishing you a speedy solution!

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

You can find the On Demand Logs under troubleshooting. 

Admin console -> Troubleshooting -> Log Captures

Where do the on-demand logs go to? The email that is specified in Org Settings?

We are also in the FedRAMP region.

I don't have a solution at this time, we are asking users to submit on demand logs.
Send On Demand capture logs to administrators - Genesys Cloud Resource Center

Also, the techs are asking users to set their browner tab to "not sleep".

Wishing you a speedy solution!

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

Thank you Pauline!!

You can find the On Demand Logs under troubleshooting. 

Admin console -> Troubleshooting -> Log Captures

Where do the on-demand logs go to? The email that is specified in Org Settings?

We are also in the FedRAMP region.

I don't have a solution at this time, we are asking users to submit on demand logs.
Send On Demand capture logs to administrators - Genesys Cloud Resource Center

Also, the techs are asking users to set their browner tab to "not sleep".

Wishing you a speedy solution!

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

That is kind of important to know, isn't it? :-)

This article has a couple of notes:

Thank you Pauline!!

You can find the On Demand Logs under troubleshooting. 

Admin console -> Troubleshooting -> Log Captures

Where do the on-demand logs go to? The email that is specified in Org Settings?

We are also in the FedRAMP region.

I don't have a solution at this time, we are asking users to submit on demand logs.
Send On Demand capture logs to administrators - Genesys Cloud Resource Center

Also, the techs are asking users to set their browner tab to "not sleep".

Wishing you a speedy solution!

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

We also had to let the users know they would just see the tiny black box in the upper right as confirmation the logs were sent. I think a few of us were expecting something with a little more fanfare lol.

That is kind of important to know, isn't it? :-)

This article has a couple of notes:

Thank you Pauline!!

You can find the On Demand Logs under troubleshooting. 

Admin console -> Troubleshooting -> Log Captures

Where do the on-demand logs go to? The email that is specified in Org Settings?

We are also in the FedRAMP region.

I don't have a solution at this time, we are asking users to submit on demand logs.
Send On Demand capture logs to administrators - Genesys Cloud Resource Center

Also, the techs are asking users to set their browner tab to "not sleep".

Wishing you a speedy solution!

We also have reports of multiple agents not receiving audible ring or pop-up to alert for an incoming ACD call.  This is intermittent in nature. We have opened a ticket with support and provided console logs. Our case number is 6547 in the FedRAMP region.

I wonder if this is related to the persistent connection issue, we frequently experience agents with auto answer go into not responding because it can't pass the call quickly enough, sometimes, not informing them that they're receiving a call. If it is, then you can extend the Persistent Connection time and Genesys is working on a feature that sets up the persistent connection as soon as the agent goes on Queue.

Persistent connection - Genesys Cloud Resource Center

It's a real issue for ring routing, where you have agents in ring 2 who won't pick up the phone as frequently as those in ring 1. Meaning, the persistent connection is likely to drop and it takes too long to set up a new connection.

Given this is an infrequent issue I would look for the following patterns:

• Does it happen more frequently in the morning
• How long ago was the last call before the agent experienced the issue 

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Louis Creely
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That's a good tip.  We are tracking the time of occurrence.  We'll start tracking time between interactions as well. 

I wonder if this is related to the persistent connection issue, we frequently experience agents with auto answer go into not responding because it can't pass the call quickly enough, sometimes, not informing them that they're receiving a call. If it is, then you can extend the Persistent Connection time and Genesys is working on a feature that sets up the persistent connection as soon as the agent goes on Queue.

Persistent connection - Genesys Cloud Resource Center

It's a real issue for ring routing, where you have agents in ring 2 who won't pick up the phone as frequently as those in ring 1. Meaning, the persistent connection is likely to drop and it takes too long to set up a new connection.

Given this is an infrequent issue I would look for the following patterns:

• Does it happen more frequently in the morning
• How long ago was the last call before the agent experienced the issue 

------------------------------
Louis Creely

@Pauline Hittle Do you have a case number that you can share so we can ask support to look at both of these cases at the same time?

That's a good tip.  We are tracking the time of occurrence.  We'll start tracking time between interactions as well. 

I wonder if this is related to the persistent connection issue, we frequently experience agents with auto answer go into not responding because it can't pass the call quickly enough, sometimes, not informing them that they're receiving a call. If it is, then you can extend the Persistent Connection time and Genesys is working on a feature that sets up the persistent connection as soon as the agent goes on Queue.

Persistent connection - Genesys Cloud Resource Center

It's a real issue for ring routing, where you have agents in ring 2 who won't pick up the phone as frequently as those in ring 1. Meaning, the persistent connection is likely to drop and it takes too long to set up a new connection.

Given this is an infrequent issue I would look for the following patterns:

• Does it happen more frequently in the morning
• How long ago was the last call before the agent experienced the issue 

------------------------------
Louis Creely