Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Latest Edge update possible issues

    Posted 07-08-2019 20:20
    Edited by Darryn Chang 07-09-2019 03:49
    No replies, thread closed.
    Hi

    Have been experiencing a variety of issues since updating to the latest edge version. Am considering a rollback to previous version. 
    Anyone else notice anything?

    Inbound - agents are receiving callbacks from an in-queue flow action to retain place in queue. When the callback is presented to the agent and they initiate the call re-routes to the inbound queue to another agent. 

    Have noticed another error with outbound that has resurfaced again, agent attempts to dial out but is unable to do so as Purecloud thinks the headset is not connected when it in fact is using the browser and softphone connection.

    Have raised with support as these are not normal occurrences.

    #Outbound
    #Routing(ACD/IVR)
    #SIP/VolP
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------


  • 2.  RE: Latest Edge update possible issues

    Posted 07-09-2019 09:58
    No replies, thread closed.
    Hey Darryn,

    I had actually seen the error where PureCloud thinks the headset is not connected on the Edge release prior to the latest.

    What did you do to resolve this issue?

    Thanks,

    Anthony.

    ------------------------------
    Anthony Totarella
    Lightspeed POS inc.
    ------------------------------



  • 3.  RE: Latest Edge update possible issues

    Posted 07-10-2019 02:19
    No replies, thread closed.
    Its just one of those things that seem to self resolve, can't say i have ever done anything different besides report it to support.
    Seems to be some sort of disposition between Purecloud and the browser, almost forgets it had a headset connected.
    Follow the basic rules in clearing the cache on the browser, to restarting the computer. 

    Possibly one of the mystery's of the internet

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


Related Content