Genesys Cloud - Main

We're in the process of moving to Cloud CX from PureConnect, so we're adding new agents and phones every week. We're just about to pass 100 Polycom phones in our dropdown list for agents to pick from when they click on their profile and go to 'Select phone'. I don't know if something is getting worse because of the size of the list, or if we just didn't notice before this because the list was fairly small.

An agent complained this morning that she couldn't find her phone in the list after she entered the first few characters of the phone name in the filter/search box. I quickly tried it from my computer and also didn't see it. I went into the phone admin area to see who was associated with that phone since that's often the cause of that behavior. Nobody was, though. The agent then removed her search term and scrolled through the list manually. When she did that, she could see and select that phone. In the process she commented that it would be easier if the phones were in alphabetical order. I thought they were, but then I started looking through the list. They mostly are. I just grabbed the screenshot below a few minutes ago.

Has anyone else seen either of these behaviors? Is it something we can fix somehow? I, along with all of our agents, assumed that the list was in alphabetical order and that entering the correct search term would always find any phone in the list. That's how it's supposed to work, right?

Hello Dave,

That list should be alphabetical. I'm not sure why that North phone is showing up at that spot in the list. Can you try to clear your browser's cache and try again to see if that forces the browser to pull a fresh list of phones?

We're in the process of moving to Cloud CX from PureConnect, so we're adding new agents and phones every week. We're just about to pass 100 Polycom phones in our dropdown list for agents to pick from when they click on their profile and go to 'Select phone'. I don't know if something is getting worse because of the size of the list, or if we just didn't notice before this because the list was fairly small.

An agent complained this morning that she couldn't find her phone in the list after she entered the first few characters of the phone name in the filter/search box. I quickly tried it from my computer and also didn't see it. I went into the phone admin area to see who was associated with that phone since that's often the cause of that behavior. Nobody was, though. The agent then removed her search term and scrolled through the list manually. When she did that, she could see and select that phone. In the process she commented that it would be easier if the phones were in alphabetical order. I thought they were, but then I started looking through the list. They mostly are. I just grabbed the screenshot below a few minutes ago.

Has anyone else seen either of these behaviors? Is it something we can fix somehow? I, along with all of our agents, assumed that the list was in alphabetical order and that entering the correct search term would always find any phone in the list. That's how it's supposed to work, right?

I opened up a different browser that I haven't used in months. It looked the same. I cleared the cache on it. It still looked the same. I also opened up the Genesys Cloud desktop app. It looked the same. I logged in as a different user in the desktop app. It still looked the same. Also, that agent that reported it this morning was logging in for the first time at her desk, so her computer hadn't seen that list before. It doesn't really seem like a cache issue. Not on the client side at least.

In addition to the example above, I also found the example below in all of the scenarios described in the paragraph above. I went and grabbed the model of phone and the MAC address for all of these to see if I could find any kind of pattern. I can't come up with anything so far. There are a couple different models involved. Sorting by MAC address doesn't put them in that order either. These are all being provisioned in Genesys Cloud for their first time with the name you see here. It's not like they're getting renamed and some cache somewhere hasn't caught up yet. The Darboy and IMN phones were provisioned a week or two ago. The North phone was provisioned either Monday or last Friday. Again, plenty of time for any cache to sort itself out and get them in the right place.

Hello Dave,

That list should be alphabetical. I'm not sure why that North phone is showing up at that spot in the list. Can you try to clear your browser's cache and try again to see if that forces the browser to pull a fresh list of phones?

We're in the process of moving to Cloud CX from PureConnect, so we're adding new agents and phones every week. We're just about to pass 100 Polycom phones in our dropdown list for agents to pick from when they click on their profile and go to 'Select phone'. I don't know if something is getting worse because of the size of the list, or if we just didn't notice before this because the list was fairly small.

An agent complained this morning that she couldn't find her phone in the list after she entered the first few characters of the phone name in the filter/search box. I quickly tried it from my computer and also didn't see it. I went into the phone admin area to see who was associated with that phone since that's often the cause of that behavior. Nobody was, though. The agent then removed her search term and scrolled through the list manually. When she did that, she could see and select that phone. In the process she commented that it would be easier if the phones were in alphabetical order. I thought they were, but then I started looking through the list. They mostly are. I just grabbed the screenshot below a few minutes ago.

Has anyone else seen either of these behaviors? Is it something we can fix somehow? I, along with all of our agents, assumed that the list was in alphabetical order and that entering the correct search term would always find any phone in the list. That's how it's supposed to work, right?