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  • 1.  Inactivity Timeout Affecting Specific Locations

    Posted 04-11-2025 17:48
    No replies, thread closed.

    Hello,

    We went live with Genesys Cloud July 2024 and have been progressively rolling out to more sites within the same Genesys Cloud Org.  We have approximately 15 voice-only deployments completed at various physical locations on the east coast. Our preference is to NOT have Inactivity Timeout, although while the independent "Inactivity Timeout" feature is disabled, the security setting is configured for HIPAA compliance.

    We're observing what appears to be inactivity timeouts at a few newly deployed sites. These timeouts are not occurring at all locations.

    We are trying to understand if these are indeed inactivity timeouts related to the feature and, if so, why it is only affecting specific locations.

    Thank you

    Lisa


    #Unsure/Other

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    Lisa Schifilliti
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  • 2.  RE: Inactivity Timeout Affecting Specific Locations
    Best Answer

    Posted 04-14-2025 13:22
    No replies, thread closed.

    Hello Lisa,

    Inactivity triggers can be a bit tricky to diagnose. I do know that HIPAA does enable inactivity timers by default

    From https://help.mypurecloud.com/articles/set-an-automatic-inactivity-timeout/

    Organizations with HIPAA enabled automatically have a 15-minute inactivity timeout, even if the inactivity timeout is off. If the inactivity timeout is on, the maximum amount of time allowed for the timeout is 15 minutes.

    Depending on the activity at those stations, the API calls that are being made / not being made may be affecting the inactivity timer.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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