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  • 1.  Enable modern logic for processing WebRTC calls causing issues?

    Posted 20 days ago
    Edited by Ken Pittman 20 days ago

    Customer enabled the new feature, modern logic for processing WebRTC calls, and now Agents are getting calls from queue when they are already on an ACD call. 

    We have diasbled the Modern WebRTC setting in case it is causing the issue. 

    It may or may not be.

    Utilization for Voice is set to 1 and does count Non-ACD calls.

    The one thing I am noticing is the examples I have seen are the following - 

    Agent starts making outbound call on behalf of queue. 

    1 second later an inbound ACD call is presented to the Agent.

    Only noticed this after the new feature was released. 

    Anyone else experiencing the issue?

    I have a case open with Genesys. 

    Thank you in advance!


    #Telephony

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    Ken Pittman
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  • 2.  RE: Enable modern logic for processing WebRTC calls causing issues?

    Posted 20 days ago
    Edited by John Butine 20 days ago

    Sounds strange! We have an issue after enabling Modern RTC where an outbound call rings the audio of our own IVR. The call will succeed on a second attempt, but definitely a weird experience. We have a case as well. Curious to see if this is Modern RTC related or another bug.



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    John Butine
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    Original Message


  • 3.  RE: Enable modern logic for processing WebRTC calls causing issues?

    Posted 20 days ago

    That is strange



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    Ken Pittman
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    Original Message


  • 4.  RE: Enable modern logic for processing WebRTC calls causing issues?

    Posted 19 days ago

    We had the same issue today. An agent was on an OB dialer campaign, call was placed, landed on our IVR and was connected to another agent in the same department. We are opening a ticket with Support.



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    Gregory Sayers
    Dialer Manager, Elevate Credit
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    Original Message


  • 5.  RE: Enable modern logic for processing WebRTC calls causing issues?

    Posted 18 days ago

    We had our support ticket resolved. Here's what they were able to find out:

    "Here was a known issue with a downstream peer of our carrier on Wednesday 2/4/26 at 3:30 pm ET where they were looping calls back to our carrier's network to the calling ANI. They corrected a routing issue."

    All good for us now and doesn't sound like a Modern RTC thing.



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    John Butine
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    Original Message


  • 6.  RE: Enable modern logic for processing WebRTC calls causing issues?

    Posted 20 days ago

    Hello Ken, 

    The best course would be to continue working with support. But I would be interested in seeing what others are experiencing with this newer feature. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 7.  RE: Enable modern logic for processing WebRTC calls causing issues?

    Posted 20 days ago

    At this point I do not thing it has anything to do with the new feature. The customer provided some bad info on when the issue started. I am continuing to work with Support.



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    Ken Pittman
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    Original Message


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