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  • 1.  Connectivity issues causing quality issues and slow response

    Posted 10-25-2019 00:26
    No replies, thread closed.
    Hi Everyone

    Just want to find out what checks you do to determine connectivity issues in Purecloud.
    From time to time we experience these and while being the administrator for Purecloud in our org, checking the edge, trunks and error notifications of users/ console errors. Sometimes its hard to determine which service is at fault.

    Are there any other checks/tests that you do to determine if its the platform or your network that is causing the issue?
    While there are other factors at play such as internal connectivity, carrier and checking the Genesys outage board. I just want to make sure I am doing the most I can to identify issues.

    Cheers
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    3 Years Purecloud
    ------------------------------


  • 2.  RE: Connectivity issues causing quality issues and slow response

    Posted 10-25-2019 03:54
    No replies, thread closed.
    Hi Darryn,

    Have you tried these tools? I think it is a good way to start the troubleshoot then you can check Network and QoS.

    Network Assessment Tool
    https://protect-us.mimecast.com/s/PvgiCER6PLSP8P6RtpoB-n?domain=us-east.pna.inindca.com

    WebRTC Diag Tool
    https://protect-us.mimecast.com/s/FvY_CG6Q9NigNgLjcQULLj?domain=apps.mypurecloud.com


    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 3.  RE: Connectivity issues causing quality issues and slow response

    Posted 10-25-2019 08:49
    No replies, thread closed.
    More info on the Network Readiness Assessment tool is here: https://help.mypurecloud.com/articles/run-the-purecloud-network-readiness-assessment/
    I notice it presumes you receive a link from Genesys in an email to access the tool.

    More info on the WebRTC Diagnostic App is here: https://help.mypurecloud.com/articles/run-the-purecloud-webrtc-diagnostics-app/

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Connectivity issues causing quality issues and slow response

    Posted 10-28-2019 20:30
    No replies, thread closed.
    Would that be a support request to obtain the email with the link?
    As we deal direct with Genesys and not via a partner
    We operate softphone unfortunately not webrtc


    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    3 Years Purecloud
    ------------------------------

    Original Message


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