Hello Hernani,
First off, thank you for posting about this as like you asked if it is only affecting you, it is not. We have seen this behaviour affect other organizations not only with cloud edges and with our customer telemetry even those with on premise edges where agents are losing their connection(s) and going into the "Not Responding" state. As you also mentioned, this event occurs at random times and that may be due to the release schedule for the cloud edge firmware/software updates. With on-premise I do believe there is a little more control to the scheduling put into customer hands.
We have also had open tickets with support and we are still waiting to hear for recommendations. The most recent incident occurred just this past week impacting one of our customers severely where calls could not be answered for hours leaving their customers on hold for a very long time. Our understanding is that exceptions in the Edge update could force agents into a 'Not Responding' status, preventing calls in the queue from being routed to them, even when they are on-queue. However, we have yet to receive confirmation of the root cause.
Are you still seeing this kind of behaviour given your original post over s year ago? Our concerns going forward mainly center around the lack of visibility into the cloud edge itself and the way in which these updates are released and managed. We are also looking at how to improve visibility from the phone side when these kinds of issues arise; for instance, enabling WebRTC logging as soon as the problem is detected. A standard request from support is always to have the browser logs however this can be challenging depending on the environment in use.
Regards,
Mike.
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Michael Silverman
Tykans Group Inc
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Original Message:
Sent: 06-05-2023 06:36
From: Hernani Ferrando
Subject: Issues during cloud Edge updates
Hi,
Since last year we have in our organization an ongoing issue from time to time during the edge updates that Genesys cloud does.
Most of the time during those updates, our agents get the substatus " Not responding", they cant make outbound and neither make internal calls, also the calls are sitting in the queue and not going to the agents, nothing we can do, it resolves itself after the second edge update entry, that is when its finished i asume.
We have reported to our Integrator and they opened a ticket with genesys but seems they cant find the issue, we are in Frankfurt realm.
Is this only affecting our company? is this a known issue? does someone knows how to mitigate this?, for us is a big issue because it happens randomly and we have no control over the edges.
Thanks for your help
Regards
Hernani
#Telephony
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Hernani Ferrando
[EBTS Pro Assist N.V]
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