Genesys Cloud - Main

Checking if anyone else has had the same issue.

One team has to do > 2 mins ACW 

The line they are using drops around 2 mins and then they get locked out

We've got the auto sign out at maximum


I suspect it might be a carrier issue and not Genesys

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Richard Overy
Target Group
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Hi Richard

We are also experiencing the same issue, i have raised with support who advises its the carrier but our carrier is advising its Purecloud

Happens on external transfers and outbound direct dials as well. I posted a question on the forum about the recent edge update about a CISCO CUCM resolution that they updated but awaiting to hear back.

What Edge version are you using?

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

Hi Richard

We are also experiencing the same issue, i have raised with support who advises its the carrier but our carrier is advising its Purecloud

Happens on external transfers and outbound direct dials as well. I posted a question on the forum about the recent edge update about a CISCO CUCM resolution that they updated but awaiting to hear back.

What Edge version are you using?

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

Both Purecloud support and your carrier should be able to supply a trace on call examples.
I had previously been advised it was carrier so went and rattled my carriers cages for answers, upon completing a few checks on trace calls the carrier advised it was Purecloud sending the error message.

Today we had a possible resolution. It's been discovered that the latest release contains a message for CISCO CUCM known as UPDATE. The call follows the paths of attempts when it reaches UPDATE the CISCO CUCM doesn't understand it if your carrier has not configured it. Apparently its more trouble than what its worth, given the fact the Purecloud edge update contains a bug we have been advised to roll back the version x 1.

There are a couple of workarounds but unless you have a small team of people using it the affects on a larger organisation to test the workarounds doesn't buy you much time, this is my situation. So for now I am rolling back to the previous version and manually controlling the weekly auto-update until Dev support fix the bug and can confirm that the error UPDATE can be accepted in the CISCO platform

Anyways that whats happening for our org environment. Tomorrow will tell me if it fixed it or not

If your ticket is being handled by general support and its been 2 weeks i would use the global escalation request, you can find the details here.  Look under Global Case Escalation Management.
PureCloud Customer Care - PureCloud Resource Center

PureCloud Resource Center		remove preview
PureCloud Customer Care - PureCloud Resource Center For any Customer Care case escalations where impact and urgency has reached critical levels and the case has not received the level of attention desired, you may request additional urgency via the following process: The initial escalation request should be made through your open My Support case. View this on PureCloud Resource Center >

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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Original Message:
Sent: 06-28-2018 01:13
From: Richard Overy
Subject: Line being dropped after 2mins

Hi. How interesting they are adamant it's our carrier and have been very slow to respond. This has been going on for nearly 2 weeks. 

I'll check our version 

Many thanks 

Kind regards 

Richard Overy

Uk +44 7860 924219 

Dubai +971 558 960 649

Original Message------

Hi Richard

We are also experiencing the same issue, i have raised with support who advises its the carrier but our carrier is advising its Purecloud

Happens on external transfers and outbound direct dials as well. I posted a question on the forum about the recent edge update about a CISCO CUCM resolution that they updated but awaiting to hear back.

What Edge version are you using?

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

------Original Message------

Both Purecloud support and your carrier should be able to supply a trace on call examples.
I had previously been advised it was carrier so went and rattled my carriers cages for answers, upon completing a few checks on trace calls the carrier advised it was Purecloud sending the error message.

Today we had a possible resolution. It's been discovered that the latest release contains a message for CISCO CUCM known as UPDATE. The call follows the paths of attempts when it reaches UPDATE the CISCO CUCM doesn't understand it if your carrier has not configured it. Apparently its more trouble than what its worth, given the fact the Purecloud edge update contains a bug we have been advised to roll back the version x 1.

There are a couple of workarounds but unless you have a small team of people using it the affects on a larger organisation to test the workarounds doesn't buy you much time, this is my situation. So for now I am rolling back to the previous version and manually controlling the weekly auto-update until Dev support fix the bug and can confirm that the error UPDATE can be accepted in the CISCO platform

Anyways that whats happening for our org environment. Tomorrow will tell me if it fixed it or not

If your ticket is being handled by general support and its been 2 weeks i would use the global escalation request, you can find the details here.  Look under Global Case Escalation Management.
PureCloud Customer Care - PureCloud Resource Center

PureCloud Resource Center		remove preview
PureCloud Customer Care - PureCloud Resource Center For any Customer Care case escalations where impact and urgency has reached critical levels and the case has not received the level of attention desired, you may request additional urgency via the following process: The initial escalation request should be made through your open My Support case. View this on PureCloud Resource Center >

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