Genesys Cloud - Main

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

Hello Tony, 

Do you happen to have a case number? I can use this to track internally as well as get more eyes on the case. 

Also this is a good idea to post here to get community feedback. 

Cheers, 

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

Hi Cam - 

The case number is #0003535394. Thank you for working to get more eyes on this!

Hello Tony, 

Do you happen to have a case number? I can use this to track internally as well as get more eyes on the case. 

Also this is a good idea to post here to get community feedback. 

Cheers, 

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

#Omni-ChannelDesktop/UserInterface

------------------------------
Tony Freestone
Contact Center Applications Manager
------------------------------

Given you're saying you've had this problem for a few months, this may not be relevant.  But there was an issue with the display of voicemails in the inbox UI within the last day or two.  I raised a case to Genesys as we had the same problem on all our client orgs back in February.  They patched that at the time.  This time they're saying a feature was rolled out which may have caused the same issue to repeat.  Essentially the problem is the list of voicemails becomes blank and you cannot get the list back to view them.  I'm waiting on my clients to confirm the rollback Genesys did overnight has fixed it.  Our region is apse2 if it helps.  As a workaround we had users look for voicemails by filtering the interactions details list view.

------------------------------
Vaun McCarthy

Original Message:
Sent: 10-30-2024 12:02
From: Tony Freestone
Subject: Delayed Group Voicemail UI Notification

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

#Omni-ChannelDesktop/UserInterface

------------------------------
Tony Freestone
Contact Center Applications Manager
------------------------------

Hi Vaun - thank you for jumping into the thread!

Your issue actually could be very relevant.

Even though our first report was back in July 2024 for the initial org, a new report came in yesterday from a different division, same org.

If you can provide your case number(s) related to your issues it would help greatly.

Given you're saying you've had this problem for a few months, this may not be relevant.  But there was an issue with the display of voicemails in the inbox UI within the last day or two.  I raised a case to Genesys as we had the same problem on all our client orgs back in February.  They patched that at the time.  This time they're saying a feature was rolled out which may have caused the same issue to repeat.  Essentially the problem is the list of voicemails becomes blank and you cannot get the list back to view them.  I'm waiting on my clients to confirm the rollback Genesys did overnight has fixed it.  Our region is apse2 if it helps.  As a workaround we had users look for voicemails by filtering the interactions details list view.

------------------------------
Vaun McCarthy

Original Message:
Sent: 10-30-2024 12:02
From: Tony Freestone
Subject: Delayed Group Voicemail UI Notification

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

#Omni-ChannelDesktop/UserInterface

------------------------------
Tony Freestone
Contact Center Applications Manager
------------------------------

No problem - our recent case 0003597451.  This was their last update:

A feature toggle was enabled that might have impacted the voicemail view.  Our development team has disabled the feature and would like to confirm with you if you can now see the voicemail.

Hi Vaun - thank you for jumping into the thread!

Your issue actually could be very relevant.

Even though our first report was back in July 2024 for the initial org, a new report came in yesterday from a different division, same org.

If you can provide your case number(s) related to your issues it would help greatly.

Given you're saying you've had this problem for a few months, this may not be relevant.  But there was an issue with the display of voicemails in the inbox UI within the last day or two.  I raised a case to Genesys as we had the same problem on all our client orgs back in February.  They patched that at the time.  This time they're saying a feature was rolled out which may have caused the same issue to repeat.  Essentially the problem is the list of voicemails becomes blank and you cannot get the list back to view them.  I'm waiting on my clients to confirm the rollback Genesys did overnight has fixed it.  Our region is apse2 if it helps.  As a workaround we had users look for voicemails by filtering the interactions details list view.

------------------------------
Vaun McCarthy

Original Message:
Sent: 10-30-2024 12:02
From: Tony Freestone
Subject: Delayed Group Voicemail UI Notification

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

#Omni-ChannelDesktop/UserInterface

------------------------------
Tony Freestone
Contact Center Applications Manager
------------------------------

Hi Vaun - 

We passed your Case # on to Genesys Support. Their initial assessment was that the root cause of your issue was different and not applicable for our case.

Was your voicemail notification list fully resolved in your case?

No problem - our recent case 0003597451.  This was their last update:

A feature toggle was enabled that might have impacted the voicemail view.  Our development team has disabled the feature and would like to confirm with you if you can now see the voicemail.

Hi Vaun - thank you for jumping into the thread!

Your issue actually could be very relevant.

Even though our first report was back in July 2024 for the initial org, a new report came in yesterday from a different division, same org.

If you can provide your case number(s) related to your issues it would help greatly.

Given you're saying you've had this problem for a few months, this may not be relevant.  But there was an issue with the display of voicemails in the inbox UI within the last day or two.  I raised a case to Genesys as we had the same problem on all our client orgs back in February.  They patched that at the time.  This time they're saying a feature was rolled out which may have caused the same issue to repeat.  Essentially the problem is the list of voicemails becomes blank and you cannot get the list back to view them.  I'm waiting on my clients to confirm the rollback Genesys did overnight has fixed it.  Our region is apse2 if it helps.  As a workaround we had users look for voicemails by filtering the interactions details list view.

------------------------------
Vaun McCarthy

Original Message:
Sent: 10-30-2024 12:02
From: Tony Freestone
Subject: Delayed Group Voicemail UI Notification

Hi everyone - 

I'm reaching out to the community to ask if any of you have experienced a notable delay in UI notifications for messages left via Group Voicemail. We have two sites in the same org in which as of July 2024 they have intermittently seen the UI notification come 3-4 days after a voicemail is left. As an example, a caller reaches the site after-hours on Friday, and the Saturday and Sunday shifts have no UI notification. On Monday/Tuesday the UI notification is received.

Yesterday was the first report of a 2nd site seeing the same behavior. Due to our industry, this delay is creating a safety issue on top of the annoyance.

We have an active/escalated support case with our Geneses enterprise support team. To date they do not have a definitive smoking gun, although they have the dev and engineering teams engaged.

Thank you in advance!

#Omni-ChannelDesktop/UserInterface

------------------------------
Tony Freestone
Contact Center Applications Manager
------------------------------