Genesys Cloud - Main

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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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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That is strange

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.

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.

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, 

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.