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  • 1.  Is the Network Readiness Assessment Tool helpful?

    Posted 06-16-2023 09:21
    No replies, thread closed.

    How useful are the results of the Network Readiness Assessment Tool?  We have switched to Genesys Cloud in March and one of the biggest problems we have faced is the agent "Not Responding" issue.  The Genesys support cases have provided little help in mitigating the issue.  Now we are being asking by support to run a Network Readiness Assessment Tool that appears to have endpoints outside of the any documented Genesys Cloud infrastructure.  Shouldn't the tool be testing the ports used by Genesys Cloud and not these ports to other destinations?  If these destinations are used by the Genesys Cloud applications, why aren't they documented in the help documentation?


    #SIP/VolP

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    Russell Clark
    Kohl's Inc.
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  • 2.  RE: Is the Network Readiness Assessment Tool helpful?

    Posted 06-16-2023 23:16
    No replies, thread closed.

    While I can't comment on the tool - have you gone through all of these? https://help.mypurecloud.com/articles/genesys-cloud-ports-services/

    Secondly, what is the alert timeout set on calls/chats, etc where agents are going to not responding? 

    Finally, specs of the computers you are using and whether are you using a desktop client or which browser are you using. 

    There is also an option for auto answer which would eliminate the not responding from happening (though, would need to be confident the agents are always at the ready) 



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    Lawrence Drayton
    Prvidr Pty Ltd
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  • 3.  RE: Is the Network Readiness Assessment Tool helpful?

    Posted 06-17-2023 16:47
    Edited by Vaun McCarthy 06-17-2023 16:48
    No replies, thread closed.

    Hi Russell

    Usually the part that trips people up in running some of the Genesys test tools is they're hosted on port 8080 for some reason which at a lot of organisations isn't allowed.  What you might want to consider also doing is turning on logging for one of these users for a day and look for WebRTC issues/errors.  Another one which I use quite frequently is the webrtc-internals tool in Chrome which gives you a bit more visibility of what's trying to happen during WebRTC negotiation.

    It's also worth a double check of the CIDRs that have been allowed for the media layer based on your region.

    Lastly, don't rule out something as simple as a microphone permissions/exclusivity issue with a headset - or even being plugged into the wrong port if it's an old school 3.5mm wired headset.  Some workstations out there have two headset ports but one is really just headphones only.  The main difference is the number of "poles" in use.



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    Vaun McCarthyVaun McCarthy
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