Genesys Cloud - Main

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!

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/

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!

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!