Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Genesys Cloud High RONA count from being unable to hit answer on a call

    Posted 07-10-2023 08:41
    No replies, thread closed.

    Hello everyone,

    I believe this was a post i found from a while back but it was closed.

    Essentially we have seen a higher RONA count on genesys than we expect to see. They all seem to be related to the issue of an agent receives a call and tries to hit "answer", but the call wont answer no matter how many times they click the "answer" button.

    We have done a lot of troubleshooting and enabling force turn trimmed this number down a bit, but its still quite a high occurrence with some of our agents. Most of these calls seem to be occurring for the first call of the day when an agent signs in, then after they receive the first call that almost always wont let them answer they are fine for the remainder of the day due to a high persistent connection timeout. The workaround for some is to just call yourself to make a solid connection before receiving a call.

    I know there's no specific feature to fix this currently but I'm looking for ways to troubleshoot where the issue actually is in the network routes. Since we cant exactly run any network commands like traceroute or anything against the IP range of Genesys media servers I don't have a way to test the route issue outside of Wireshark captures. 

    Overall if anyone can help I'm looking for anyone that has come across this and any tools/tips they could recommend that helped reduce this in there genesys environment

    Thank you for any information as it will be appreciated!


    #Unsure/Other

    ------------------------------
    Tim Davidson
    NTT America, Inc
    ------------------------------


  • 2.  RE: Genesys Cloud High RONA count from being unable to hit answer on a call

    Posted 07-10-2023 16:44
    No replies, thread closed.

    I would recommend using the Persistent Connection feature for WebRTC.

    The persistent connection feature is designed to improve Genesys Cloud's ability to process subsequent calls. More specifically, when a call comes in to an agent, Genesys Cloud establishes a connection to the agent's phone and then passes the call to the agent. Once the call is complete and the agent hangs up, Genesys Cloud ends the call, but leaves the connection to the agent's phone intact.

    When another call comes in to the agent, Genesys Cloud can instantly pass the call to the agent using the existing connection. The UI immediately alerts the agent or, if the user has Auto Answer configured, then the call is immediately answered. This feature saves time and improves the speed with which calls are answered.

    When you enable and activate persistent connection for your Genesys Cloud WebRTC phone, the phone icon in the sidebar shows an animation – a circle periodically revolves around the phone. 

    https://help.mypurecloud.com/articles/use-persistent-connection-feature-genesys-cloud-webrtc-phone/



    ------------------------------
    Blake Anderson | Sr. Telecom Engineer
    BEST BUY CO., INC.
    blake.anderson4@bestbuy.com
    ------------------------------



  • 3.  RE: Genesys Cloud High RONA count from being unable to hit answer on a call

    Posted 07-11-2023 08:15
    No replies, thread closed.

    Hey Blake,

    Yeah so we have force turn enabled in our environment and already use persistent connections for our WebRTC phones. Before we didn't have that setup and the RONA's were occurring at more of a random pattern since without the persistent connection it reaches out every time to connect your webRTC phone to Genesys media servers.

    But even with those enabled we are still having the issues with the first call of the day for the majority of our users. The workaround is just before you go on queue, place a call to yourself to facilitate the connection and then go on queue to recieve actual client calls. 



    ------------------------------
    Tim Davidson
    NTT America, Inc
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud High RONA count from being unable to hit answer on a call

    Posted 01-08-2024 14:46
    No replies, thread closed.

    Hi Tim,

    I am trying to find RONA call, how do you search for these calls if agents are setup with auto-answer? 



    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------



Related Content