Genesys Cloud - Main

• Enabled WebRTC persistent connection.
• Informed users to clear Chrome browser cache frequently -- a major issue due to numerous web-based apps.
• Asked users to log out properly using the Logout button instead of closing the app.
• Favorites panel: don't leave this open when logging out; better to click Calls panel, then log out. If Favorites is left open, GC app will try to update everyone's status and their photos when you log back in the next day.

• Use built-in USB port for USB headset.
• Check for conflicts between the headset and other devices(built-in mic/speaker; speakers on external monitor; mic on external webcam)
• Don't use Wi-Fi. No wireless mouse/keyboard. No other bluetooth devices.

• Cable Internet provides fast download but slower upload speeds. An agent's voice is uploaded, so slow upload speed is a problem.
• Upload speed can be slowed down by video meetings, home security cameras, cellphones, any IoT devices in the home.
• There have been no issues reported by users who migrated from cable(300/10) to fiber(500/500).

• Enabled WebRTC persistent connection.
• Informed users to clear Chrome browser cache frequently -- a major issue due to numerous web-based apps.
• Asked users to log out properly using the Logout button instead of closing the app.
• Favorites panel: don't leave this open when logging out; better to click Calls panel, then log out. If Favorites is left open, GC app will try to update everyone's status and their photos when you log back in the next day.

• Use built-in USB port for USB headset.
• Check for conflicts between the headset and other devices(built-in mic/speaker; speakers on external monitor; mic on external webcam)
• Don't use Wi-Fi. No wireless mouse/keyboard. No other bluetooth devices.

• Cable Internet provides fast download but slower upload speeds. An agent's voice is uploaded, so slow upload speed is a problem.
• Upload speed can be slowed down by video meetings, home security cameras, cellphones, any IoT devices in the home.
• There have been no issues reported by users who migrated from cable(300/10) to fiber(500/500).

• Enabled WebRTC persistent connection.
• Informed users to clear Chrome browser cache frequently -- a major issue due to numerous web-based apps.
• Asked users to log out properly using the Logout button instead of closing the app.
• Favorites panel: don't leave this open when logging out; better to click Calls panel, then log out. If Favorites is left open, GC app will try to update everyone's status and their photos when you log back in the next day.

• Use built-in USB port for USB headset.
• Check for conflicts between the headset and other devices(built-in mic/speaker; speakers on external monitor; mic on external webcam)
• Don't use Wi-Fi. No wireless mouse/keyboard. No other bluetooth devices.

• Cable Internet provides fast download but slower upload speeds. An agent's voice is uploaded, so slow upload speed is a problem.
• Upload speed can be slowed down by video meetings, home security cameras, cellphones, any IoT devices in the home.
• There have been no issues reported by users who migrated from cable(300/10) to fiber(500/500).

• Enabled WebRTC persistent connection.
• Informed users to clear Chrome browser cache frequently -- a major issue due to numerous web-based apps.
• Asked users to log out properly using the Logout button instead of closing the app.
• Favorites panel: don't leave this open when logging out; better to click Calls panel, then log out. If Favorites is left open, GC app will try to update everyone's status and their photos when you log back in the next day.

• Use built-in USB port for USB headset.
• Check for conflicts between the headset and other devices(built-in mic/speaker; speakers on external monitor; mic on external webcam)
• Don't use Wi-Fi. No wireless mouse/keyboard. No other bluetooth devices.

• Cable Internet provides fast download but slower upload speeds. An agent's voice is uploaded, so slow upload speed is a problem.
• Upload speed can be slowed down by video meetings, home security cameras, cellphones, any IoT devices in the home.
• There have been no issues reported by users who migrated from cable(300/10) to fiber(500/500).

1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..

   The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix. Another way to resolve the issue is to make sure of the following:Running the latest version of the browser: Chrome, Firefox, or MS EdgeMake sure the user is only using 1 tab for GenesysMake sure there are no Browser extensions that could be causing conflicts for the audio

2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..

   The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix. Another way to resolve the issue is to make sure of the following:Running the latest version of the browser: Chrome, Firefox, or MS EdgeMake sure the user is only using 1 tab for GenesysMake sure there are no Browser extensions that could be causing conflicts for the audio

2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..

   The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix. Another way to resolve the issue is to make sure of the following:Running the latest version of the browser: Chrome, Firefox, or MS EdgeMake sure the user is only using 1 tab for GenesysMake sure there are no Browser extensions that could be causing conflicts for the audio

2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..

   The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix. Another way to resolve the issue is to make sure of the following:Running the latest version of the browser: Chrome, Firefox, or MS EdgeMake sure the user is only using 1 tab for GenesysMake sure there are no Browser extensions that could be causing conflicts for the audio

2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..

   The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix. Another way to resolve the issue is to make sure of the following:Running the latest version of the browser: Chrome, Firefox, or MS EdgeMake sure the user is only using 1 tab for GenesysMake sure there are no Browser extensions that could be causing conflicts for the audio

2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..

   The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix. Another way to resolve the issue is to make sure of the following:Running the latest version of the browser: Chrome, Firefox, or MS EdgeMake sure the user is only using 1 tab for GenesysMake sure there are no Browser extensions that could be causing conflicts for the audio

2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..

   The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix. Another way to resolve the issue is to make sure of the following:Running the latest version of the browser: Chrome, Firefox, or MS EdgeMake sure the user is only using 1 tab for GenesysMake sure there are no Browser extensions that could be causing conflicts for the audio

2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

Ahhh, zScaler.  We had similar issues because zScaler has not only a web proxy, but a firewall associated to it.  Followed the rules below and our zScaler admins had us all going in no time.  However, 

https://help.mypurecloud.com/articles/ports-and-services-for-webrtc-phones-under-genesys-cloud-voice/

https://help.mypurecloud.com/articles/domains-for-the-firewall-allowlist/

https://help.mypurecloud.com/articles/ip-addresses-for-the-firewall-allowlist/

We still receive the below but Genesys functions perfectly in WFH, Offices and in other countries coming back to US East.  A couple of notes:
You mention freezing.  We most definitely saw this once we deployed new Intel processors start in Q2 of last year.  It manifested itself when an agent would be configured to accept multiple interaction types (voice and email as an example).  one way audio would occur then Boom!  Voice calls would disconnect.  Genesys acknowledged this issue only this week and that they are working on it.  Link to our post:  https://community.genesys.com/digestviewer29/viewthread?MessageKey=bd7ce1fa-988d-4e63-bd11-01852cba3ece&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4#bmbd7ce1fa-988d-4e63-bd11-01852cba3ece

To resolve, one of our community members found a way and it's in the link above.

What's interesting is the original poster of this thread, is showing microphone disconnects.  We've never seen that issue and I can see the most recent version of Genesys Desktop App has a release note stating an issue with Plantronics Hub and a workaround.  No idea if it's related though.

Ahhh, zScaler.  We had similar issues because zScaler has not only a web proxy, but a firewall associated to it.  Followed the rules below and our zScaler admins had us all going in no time.  However, 

https://help.mypurecloud.com/articles/ports-and-services-for-webrtc-phones-under-genesys-cloud-voice/

https://help.mypurecloud.com/articles/domains-for-the-firewall-allowlist/

https://help.mypurecloud.com/articles/ip-addresses-for-the-firewall-allowlist/

We still receive the below but Genesys functions perfectly in WFH, Offices and in other countries coming back to US East.  A couple of notes:
You mention freezing.  We most definitely saw this once we deployed new Intel processors start in Q2 of last year.  It manifested itself when an agent would be configured to accept multiple interaction types (voice and email as an example).  one way audio would occur then Boom!  Voice calls would disconnect.  Genesys acknowledged this issue only this week and that they are working on it.  Link to our post:  https://community.genesys.com/digestviewer29/viewthread?MessageKey=bd7ce1fa-988d-4e63-bd11-01852cba3ece&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4#bmbd7ce1fa-988d-4e63-bd11-01852cba3ece

To resolve, one of our community members found a way and it's in the link above.

What's interesting is the original poster of this thread, is showing microphone disconnects.  We've never seen that issue and I can see the most recent version of Genesys Desktop App has a release note stating an issue with Plantronics Hub and a workaround.  No idea if it's related though.

Ahhh, zScaler.  We had similar issues because zScaler has not only a web proxy, but a firewall associated to it.  Followed the rules below and our zScaler admins had us all going in no time.  However, 

https://help.mypurecloud.com/articles/ports-and-services-for-webrtc-phones-under-genesys-cloud-voice/

https://help.mypurecloud.com/articles/domains-for-the-firewall-allowlist/

https://help.mypurecloud.com/articles/ip-addresses-for-the-firewall-allowlist/

We still receive the below but Genesys functions perfectly in WFH, Offices and in other countries coming back to US East.  A couple of notes:
You mention freezing.  We most definitely saw this once we deployed new Intel processors start in Q2 of last year.  It manifested itself when an agent would be configured to accept multiple interaction types (voice and email as an example).  one way audio would occur then Boom!  Voice calls would disconnect.  Genesys acknowledged this issue only this week and that they are working on it.  Link to our post:  https://community.genesys.com/digestviewer29/viewthread?MessageKey=bd7ce1fa-988d-4e63-bd11-01852cba3ece&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4#bmbd7ce1fa-988d-4e63-bd11-01852cba3ece

To resolve, one of our community members found a way and it's in the link above.

What's interesting is the original poster of this thread, is showing microphone disconnects.  We've never seen that issue and I can see the most recent version of Genesys Desktop App has a release note stating an issue with Plantronics Hub and a workaround.  No idea if it's related though.

How has been your progress on this issue since the post ?  thanks.

We are facing it quite a bit with SFDC Widget unable to answer.

Ahhh, zScaler.  We had similar issues because zScaler has not only a web proxy, but a firewall associated to it.  Followed the rules below and our zScaler admins had us all going in no time.  However, 

https://help.mypurecloud.com/articles/ports-and-services-for-webrtc-phones-under-genesys-cloud-voice/

https://help.mypurecloud.com/articles/domains-for-the-firewall-allowlist/

https://help.mypurecloud.com/articles/ip-addresses-for-the-firewall-allowlist/

We still receive the below but Genesys functions perfectly in WFH, Offices and in other countries coming back to US East.  A couple of notes:
You mention freezing.  We most definitely saw this once we deployed new Intel processors start in Q2 of last year.  It manifested itself when an agent would be configured to accept multiple interaction types (voice and email as an example).  one way audio would occur then Boom!  Voice calls would disconnect.  Genesys acknowledged this issue only this week and that they are working on it.  Link to our post:  https://community.genesys.com/digestviewer29/viewthread?MessageKey=bd7ce1fa-988d-4e63-bd11-01852cba3ece&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4#bmbd7ce1fa-988d-4e63-bd11-01852cba3ece

To resolve, one of our community members found a way and it's in the link above.

What's interesting is the original poster of this thread, is showing microphone disconnects.  We've never seen that issue and I can see the most recent version of Genesys Desktop App has a release note stating an issue with Plantronics Hub and a workaround.  No idea if it's related though.

Hi Dawn, I have a question regarding the changes you implemented to mitigate the issue.

You mentioned "Modifying the processor number to 8", so I guess you mean core assignment in some virtual environment. Are your agents using media helper on their base machine?

Thanks
Piotr

Anyone able to make some progress on this? I've also seen these errors and have multiple users reporting scripts not loading outbound contact information, scripts not loading at all, call controls not displaying, and calls disconnecting. 

Hi there. We have encountered many of these same issues. What we have determined is that each user needs to make sure their sound profile is set up correctly and not to "use computer default." Our reps are in a hybrid environment where they come to the office 3 days a week and WFH the other two. In many instances, they are not using the same headset at both locations, so they have a home and an office sound setting they need to remember to change. Additionally, if they are using a headset such as Jabra or Poly, they need to have the software for those headsets on their computer. 

We have had an issue where calls were alerting the rep for only a couple of seconds, then alerting the next rep. We have been working with Genesys on this. They believe the error was due to an edge upgrade, so they have downgraded our edge server until the root cause is identified. 

Anyone able to make some progress on this? I've also seen these errors and have multiple users reporting scripts not loading outbound contact information, scripts not loading at all, call controls not displaying, and calls disconnecting. 

Tracie,

We have a few teams that are utilizing sound profiles. Mostly for the ability to have the ringer sound on their laptop instead of the headset. But we've been seeing a rash of random resets to the "User Computer Settings" default and then not being able to hear/be heard until they reset the profile again, or in a panic reboot their machine. Are you experiencing this as well?

Hi there. We have encountered many of these same issues. What we have determined is that each user needs to make sure their sound profile is set up correctly and not to "use computer default." Our reps are in a hybrid environment where they come to the office 3 days a week and WFH the other two. In many instances, they are not using the same headset at both locations, so they have a home and an office sound setting they need to remember to change. Additionally, if they are using a headset such as Jabra or Poly, they need to have the software for those headsets on their computer. 

We have had an issue where calls were alerting the rep for only a couple of seconds, then alerting the next rep. We have been working with Genesys on this. They believe the error was due to an edge upgrade, so they have downgraded our edge server until the root cause is identified. 

Anyone able to make some progress on this? I've also seen these errors and have multiple users reporting scripts not loading outbound contact information, scripts not loading at all, call controls not displaying, and calls disconnecting. 

Yes. We have encountered the sound profile reverting to "use computer settings" when using Google Chrome vs. Microsoft Edge. We haven't seen any issues since everyone is now using Edge as their default browser. 

Tracie,

We have a few teams that are utilizing sound profiles. Mostly for the ability to have the ringer sound on their laptop instead of the headset. But we've been seeing a rash of random resets to the "User Computer Settings" default and then not being able to hear/be heard until they reset the profile again, or in a panic reboot their machine. Are you experiencing this as well?

Hi there. We have encountered many of these same issues. What we have determined is that each user needs to make sure their sound profile is set up correctly and not to "use computer default." Our reps are in a hybrid environment where they come to the office 3 days a week and WFH the other two. In many instances, they are not using the same headset at both locations, so they have a home and an office sound setting they need to remember to change. Additionally, if they are using a headset such as Jabra or Poly, they need to have the software for those headsets on their computer. 

We have had an issue where calls were alerting the rep for only a couple of seconds, then alerting the next rep. We have been working with Genesys on this. They believe the error was due to an edge upgrade, so they have downgraded our edge server until the root cause is identified. 

Anyone able to make some progress on this? I've also seen these errors and have multiple users reporting scripts not loading outbound contact information, scripts not loading at all, call controls not displaying, and calls disconnecting. 

We have the same issue. Our agents are using both Genesys and Web browser clients, both are experiencing the audio quality issue.

While I can see the logic in switching from Chrome browser to Edge may help with those using the browser version. I am puzzled about how this would help with users Genesys clients.

Does anyone here know how to extract the log file from the Genesys Client for analysis? Cheers!

Yes. We have encountered the sound profile reverting to "use computer settings" when using Google Chrome vs. Microsoft Edge. We haven't seen any issues since everyone is now using Edge as their default browser. 

Tracie,

We have a few teams that are utilizing sound profiles. Mostly for the ability to have the ringer sound on their laptop instead of the headset. But we've been seeing a rash of random resets to the "User Computer Settings" default and then not being able to hear/be heard until they reset the profile again, or in a panic reboot their machine. Are you experiencing this as well?

Hi there. We have encountered many of these same issues. What we have determined is that each user needs to make sure their sound profile is set up correctly and not to "use computer default." Our reps are in a hybrid environment where they come to the office 3 days a week and WFH the other two. In many instances, they are not using the same headset at both locations, so they have a home and an office sound setting they need to remember to change. Additionally, if they are using a headset such as Jabra or Poly, they need to have the software for those headsets on their computer. 

We have had an issue where calls were alerting the rep for only a couple of seconds, then alerting the next rep. We have been working with Genesys on this. They believe the error was due to an edge upgrade, so they have downgraded our edge server until the root cause is identified. 

Anyone able to make some progress on this? I've also seen these errors and have multiple users reporting scripts not loading outbound contact information, scripts not loading at all, call controls not displaying, and calls disconnecting. 

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

------------------------------
John Korn
Johnson & Johnson Services, Inc.
------------------------------


Original Message:
Sent: 04-02-2024 18:10
From: Rial Coleman
Subject: Increase in Issues on our Genesys platform

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

@John Korn - Your issue (agents immediately going into not responding/not being able to answer) may be different than the one being discussed in this thread. It may be related to this one: https://community.genesys.com/discussion/users-not-responding

To your specific point though, our organization has also seen a significant increase of the issue you described since yesterday. We're gathering more information and opening a Case with Genesys here soon.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------


Original Message:
Sent: 04-03-2024 08:36
From: John Korn
Subject: Increase in Issues on our Genesys platform

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

------------------------------
John Korn
Johnson & Johnson Services, Inc.


Original Message:
Sent: 04-02-2024 18:10
From: Rial Coleman
Subject: Increase in Issues on our Genesys platform

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

Hello.

Same thing for us.  Since yesterday we have had a large increase in issues such as:

• Users going into "not responding" without any alert coming to them (waiting to see if this is still happening today)
• When they did get an alert for the call, it would not show an answer button (Genesys support said a fix was implemented for this last night)
• Browser notifications not popping up for ACD calls.  It does come up when you test the setting or if you get an internal Genesys call (still happening)
• This issue has been happening since last week but it seems our audio profiles get deleted every night (still happening)

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

Hello.

Same thing for us.  Since yesterday we have had a large increase in issues such as:

• Users going into "not responding" without any alert coming to them (waiting to see if this is still happening today)
• When they did get an alert for the call, it would not show an answer button (Genesys support said a fix was implemented for this last night)
• Browser notifications not popping up for ACD calls.  It does come up when you test the setting or if you get an internal Genesys call (still happening)
• This issue has been happening since last week but it seems our audio profiles get deleted every night (still happening)

------------------------------
Santiago Espinoza
Keyence Corporation of America
------------------------------


Original Message:
Sent: 04-03-2024 08:36
From: John Korn
Subject: Increase in Issues on our Genesys platform

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

------------------------------
John Korn
Johnson & Johnson Services, Inc.


Original Message:
Sent: 04-02-2024 18:10
From: Rial Coleman
Subject: Increase in Issues on our Genesys platform

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

We had the same issues yesterday, primarily users going into "not responding" and no notification of that fact popping up to alert them.  Is there anyway I can see how much time agents were in a Not Responding status to quantify how much time may have been lost?

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------


Original Message:
Sent: 04-03-2024 10:11
From: Santiago Espinoza
Subject: Increase in Issues on our Genesys platform

Hello.

Same thing for us.  Since yesterday we have had a large increase in issues such as:

• Users going into "not responding" without any alert coming to them (waiting to see if this is still happening today)
• When they did get an alert for the call, it would not show an answer button (Genesys support said a fix was implemented for this last night)
• Browser notifications not popping up for ACD calls.  It does come up when you test the setting or if you get an internal Genesys call (still happening)
• This issue has been happening since last week but it seems our audio profiles get deleted every night (still happening)

------------------------------
Santiago Espinoza
Keyence Corporation of America


Original Message:
Sent: 04-03-2024 08:36
From: John Korn
Subject: Increase in Issues on our Genesys platform

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

------------------------------
John Korn
Johnson & Johnson Services, Inc.


Original Message:
Sent: 04-02-2024 18:10
From: Rial Coleman
Subject: Increase in Issues on our Genesys platform

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

We had the same issues yesterday, primarily users going into "not responding" and no notification of that fact popping up to alert them.  Is there anyway I can see how much time agents were in a Not Responding status to quantify how much time may have been lost?

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------


Original Message:
Sent: 04-03-2024 10:11
From: Santiago Espinoza
Subject: Increase in Issues on our Genesys platform

Hello.

Same thing for us.  Since yesterday we have had a large increase in issues such as:

• Users going into "not responding" without any alert coming to them (waiting to see if this is still happening today)
• When they did get an alert for the call, it would not show an answer button (Genesys support said a fix was implemented for this last night)
• Browser notifications not popping up for ACD calls.  It does come up when you test the setting or if you get an internal Genesys call (still happening)
• This issue has been happening since last week but it seems our audio profiles get deleted every night (still happening)

------------------------------
Santiago Espinoza
Keyence Corporation of America


Original Message:
Sent: 04-03-2024 08:36
From: John Korn
Subject: Increase in Issues on our Genesys platform

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

------------------------------
John Korn
Johnson & Johnson Services, Inc.


Original Message:
Sent: 04-02-2024 18:10
From: Rial Coleman
Subject: Increase in Issues on our Genesys platform

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

Gina - can you run a Agent Status report from the Agent Performance view?    

We had the same issues yesterday, primarily users going into "not responding" and no notification of that fact popping up to alert them.  Is there anyway I can see how much time agents were in a Not Responding status to quantify how much time may have been lost?

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.


Original Message:
Sent: 04-03-2024 10:11
From: Santiago Espinoza
Subject: Increase in Issues on our Genesys platform

Hello.

Same thing for us.  Since yesterday we have had a large increase in issues such as:

• Users going into "not responding" without any alert coming to them (waiting to see if this is still happening today)
• When they did get an alert for the call, it would not show an answer button (Genesys support said a fix was implemented for this last night)
• Browser notifications not popping up for ACD calls.  It does come up when you test the setting or if you get an internal Genesys call (still happening)
• This issue has been happening since last week but it seems our audio profiles get deleted every night (still happening)

------------------------------
Santiago Espinoza
Keyence Corporation of America


Original Message:
Sent: 04-03-2024 08:36
From: John Korn
Subject: Increase in Issues on our Genesys platform

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

------------------------------
John Korn
Johnson & Johnson Services, Inc.


Original Message:
Sent: 04-02-2024 18:10
From: Rial Coleman
Subject: Increase in Issues on our Genesys platform

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

Hello.

Same thing for us.  Since yesterday we have had a large increase in issues such as:

• Users going into "not responding" without any alert coming to them (waiting to see if this is still happening today)
• When they did get an alert for the call, it would not show an answer button (Genesys support said a fix was implemented for this last night)
• Browser notifications not popping up for ACD calls.  It does come up when you test the setting or if you get an internal Genesys call (still happening)
• This issue has been happening since last week but it seems our audio profiles get deleted every night (still happening)

Rial Coleman,

"Some are being placed in not responding status but never got the alert that an inbound call was present. "

We started seeing this quite a but yesterday ..   did you notice this yesterday as well ? 

thanks

john

We went live on 11/28/2023 and have started to get more agents reporting all of the issues listed here.  We use Genesys Cloud with all agents remote in the US.  Some are being placed in not responding status but never got the alert that an inbound call was present.  Another agent was unable to disconnect from an interaction and we have had various audio issues.  Have you resolved your issues with connectivity and call quality?  If so, what's the magic bullet?

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority