Thanks, Rolph - we're also considering moving some agents onto the "timemachine" branch so we can test the results, but have some process issues to work through before we push the change out to agents. I'll let you know how it goes!
Thanks,
Cory
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Cory King
IT Lead
Interstate Gas Supply, Inc.
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Original Message:
Sent: 12-12-2022 04:46
From: Rolph Lieverse
Subject: customer can hear ringtone
I created a separate webrtc with persistent connection. At our end it did not help.
In the meantime we have had contact with our partner to Genesys and indeed there is a fix on the way.
We need to do tests with some users on a 'timemachine' and pass on results.
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Rolph Lieverse
CED Nederland B.V.
Original Message:
Sent: 12-12-2022 04:13
From: Andy Jackson
Subject: customer can hear ringtone
It worked aroudn the issue rather than fix it, Genesys have confirmed its a bug they are working on
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Andy Jackson
Ten Lifestyle Management Limited
Original Message:
Sent: 12-12-2022 00:12
From: chengcheng zhang
Subject: customer can hear ringtone
Hi Andy
did Persistent Connection solve you problem ? does it works well now ?
regards,
Zhang Chengcheng
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chengcheng zhang
FIL Fund Services (Bermuda) Limited
Original Message:
Sent: 12-06-2022 05:24
From: Andy Jackson
Subject: customer can hear ringtone
I copied the webrtc setup and set the persistent time to 3 hours and then migrated a troublesome user to it rather than org wide
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Andy Jackson
Ten Lifestyle Management Limited
Original Message:
Sent: 12-06-2022 05:21
From: Rolph Lieverse
Subject: customer can hear ringtone
Checked at our side. We don't have the 'persistent connection' switched on at the Webrtc phone on the org being used.
I did some digging in my emails and noticed a similar problem in 2021 on a different org we used. There a call was not being offered and agent got in a 'not responding' status, even while we had auto answer enabled. After switching on the persistant connection, this problem did not entirely went away, but solved it in a great matter.
Strange thing is that we just recently (starting around 20th of november) got the complaints on the 'keep on ringing' even when call was assigned through auto answer.
We do have however, assigned a default phone to each user. No idea if this could also be related?
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Rolph Lieverse
CED Nederland B.V.
Original Message:
Sent: 12-06-2022 04:08
From: Andy Jackson
Subject: customer can hear ringtone
Interesting we have had this as well, we have upgraded all the edges and that didn't fix it, but what I did see is that when the call to the WebRTC (softphone) takes longer than expected, I think 4 seconds is the cut-off point, I have added persistent connection on the affected people so put this down to a poor internet connection, I managed to capture one of these in the logs and could see waiting for softphone to respond
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Andy Jackson
Ten Lifestyle Management Limited
Original Message:
Sent: 12-04-2022 23:36
From: Chengcheng Zhang
Subject: customer can hear ringtone
Hi Community
does anyone even experience that customer can hear the ringtone after agent pick the call.
this issue does not happen on all of our agents.
and it still happen even after agent set "phone ringer volume" to 0.
by the way, the headset we used were "Lenovo" and "logi", I have no idea whether this issue was related to headset.
Regards,
Zhang Chengcheng
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Telephony
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Chengcheng Zhang
FIL Fund Services (Bermuda) Limited
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