Genesys Cloud CX

 View Only
Discussion Thread View
Back to discussions
Expand all | Collapse all

customer can hear ringtone

  • 1.  customer can hear ringtone

    Posted 12-04-2022 23:36
    Edited by chengcheng zhang 12-05-2022 01:52
    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

    ------------------------------
    Chengcheng Zhang
    FIL Fund Services (Bermuda) Limited
    ------------------------------


  • 2.  RE: customer can hear ringtone

    Posted 12-05-2022 02:55

    Doubt if this is a Genesys setting problem. Can it be related to network issues?

    Must say that I heard some complaints from staff that when call has been picked up, the ringing of the phone continues. Not sure if caller hears this too or only staff member.
    So far have not put the finger on the what it is.



    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------

    Original Message


  • 3.  RE: customer can hear ringtone

    Posted 12-05-2022 03:38
    Hi Rolph

    I checked the record, and confirmed that both caller and agent can hear ringtone, but have no idea about it.

    regards,
    Zhang chengcheng

    ------------------------------
    Chengcheng Zhang
    FIL Fund Services (Bermuda) Limited
    ------------------------------

    Original Message


  • 4.  RE: customer can hear ringtone

    Posted 12-05-2022 08:21
    We have experienced this problem as well.  One thought was that it was call waiting.   We have people who transfer to other agents because the inbound caller asks for them.    While working on getting them to handle the call instead of transfering, we are experiencing this issue.

    ------------------------------
    Judith Jimenez
    CURE Auto Insurance
    ------------------------------

    Original Message


  • 5.  RE: customer can hear ringtone

    Posted 12-06-2022 05:02
    Don't think the transfer is the problem. Yes, a transfer to an agent makes the phone ring, but should come in as an 'extra' call.

    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------

    Original Message


  • 6.  RE: customer can hear ringtone

    Posted 12-05-2022 08:28
    I have had an agent report that she can hear ringing even after the call has been answered.  I am not sure if the caller can hear it too. It doesn't happen all the time.  This agent often reports issues with Genesys and I wonder if it is all related to her computer and/or network.

    ------------------------------
    Linda Greenshields
    New York University
    ------------------------------

    Original Message


  • 7.  RE: customer can hear ringtone

    Posted 12-05-2022 10:52
    Edited by Tim Eastman 12-05-2022 10:57
    Some of our representatives have also started to experience the continuous ringing issue. It is a very recent phenomena that started with a couple reps but is growing. We have changed the impacted reps from Auto Answer to Manual Answer and that seems to mitigate the issue for those effected. We have opened a support ticket with Genesys but they haven't made any progress to date.

    ------------------------------
    Tim Eastman
    Victory Capital
    ------------------------------

    Original Message


  • 8.  RE: customer can hear ringtone

    Posted 12-06-2022 07:26
    Thanks, Tim!
    We've been battling the same issue with consistent ringing. I hadn't thought about changing some agents to Manual Answer. I'm going to give that a whirl.
    To add on: We noticed that we started experiencing the persistent ringing issue on the same day that our Edges were updated to a new version. I'm not certain if the Edge update is related, but I wanted to mention the Edge update in case others are experiencing the same thing.
    We also have a ticket open with Care and area awaiting a fix.

    Thanks!

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------