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Interaction Queue Field disappeared

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  • 1.  Interaction Queue Field disappeared

    Posted 09-30-2018 22:16
    No replies, thread closed.

    Hi Everyone


    Some of our agents started having this issue today where the agent is unable to enter the "Queue" field on the interaction tab after making a call.


    It works again if the agent refresh the page. However, agents must keep refreshing the page after each call.

    We have tried different browser, reset cache and cookies.

    Any help would be much appreciated?

    Normally it looks like the below.



    ------------------------------
    Yoses Daniel

    ------------------------------


  • 2.  RE: Interaction Queue Field disappeared

    Posted 10-01-2018 14:53
    No replies, thread closed.
    We are having the same issue. Called IT and they are no help. It might help if you call IT on your end to escalate the issue. They believe it's only happening to us.

    ------------------------------
    Ly Tran
    Cardinal Health 5, LLC
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    Original Message


  • 3.  RE: Interaction Queue Field disappeared

    Posted 10-01-2018 15:00
    No replies, thread closed.

    Hi Ly

    Thank you for your response.

    I have submitted a ticket to Genesys and they are looking into it.

    It appears to be a world wide issue.


    Original Message


  • 4.  RE: Interaction Queue Field disappeared

    Posted 10-01-2018 15:21
    No replies, thread closed.
    Odd...it is not happening in my Organization. I wonder what the difference is.

    What PureCloud region are you in?

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 5.  RE: Interaction Queue Field disappeared

    Posted 10-02-2018 08:52
    No replies, thread closed.
    We are having orgs with the same issue. We also have cases opened up.

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    Angelia Harper
    Avtex
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    Original Message


  • 6.  RE: Interaction Queue Field disappeared

    Posted 10-02-2018 11:02
    No replies, thread closed.
    Looking at the internal notes, I was able to reproduce. Looks like they may have a fix created, going through testing.

    It happens, apparently, when someone enters a queue name, then clicks the X to delete it, clicks to a different view, then comes back and tries to place a call on behalf of a queue.

    F5 refresh brings it back.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Interaction Queue Field disappeared

    Posted 10-02-2018 11:05
    No replies, thread closed.
    ​This is happening to one user at our site as well.

    ------------------------------
    Brenda
    Implementing PureCloud, eMite, and VOCI
    ------------------------------

    Original Message


  • 8.  RE: Interaction Queue Field disappeared

    Posted 10-02-2018 11:15
    No replies, thread closed.
    @George Ganahl I have a case opened for our org and have attached a video (0002378566 ). I am noticing that if I place a call on behalf of a queue, complete said call, then go to make another call on behalf of a queue, the field disappears. ​I am not hitting the X on my screen.

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    Angelia Harper
    Avtex
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    Original Message


  • 9.  RE: Interaction Queue Field disappeared

    Posted 10-02-2018 11:19
    No replies, thread closed.
    That behavior I cannot replicate, Angie.

    Desktop client or browser? If browser, which one? I am using Chrome at the moment for my playing around with it.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 10.  RE: Interaction Queue Field disappeared

    Posted 10-02-2018 11:25
    No replies, thread closed.
    Ok, I can replicate, now. It appears to happen every time I go to a different view, or just close the agent Interactions view and open it again to make another call.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 11.  RE: Interaction Queue Field disappeared

    Posted 10-02-2018 11:25
    No replies, thread closed.
    @George Ganahl ​I use Chrome it is up to date.

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 12.  RE: Interaction Queue Field disappeared

    Posted 10-04-2018 10:49
    No replies, thread closed.
    This has been resolved. You need to be on UI version 8.22.1 - you can refresh the UI to get the latest version.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Original Message


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