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  • 1.  Marked 'Not Responding' with no alert notification for interaction came up on screen

    Posted 08-14-2024 23:24
    No replies, thread closed.

    The Agent is not receiving any alert and she is marked as 'Not responding' only a few times throughout a day. We checked all the scenarions possible but cant figure it out.

    Sometimes the agents are receiving calls and they dont see the 'Answer' button. 

    Please help me understand what could be wrong here?


    #PlatformAdministration
    #SystemAdministration

    ------------------------------
    Himanshu Raikar
    Water NSW
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  • 2.  RE: Marked 'Not Responding' with no alert notification for interaction came up on screen
    Best Answer

    Posted 08-15-2024 07:56
    No replies, thread closed.

    Hi Himanshu,

    I recommend you open a ticket with care and also see if you can capture the behavior by enabling developer tools on the browser and save console/network logs as soon as it happens.

    There are many reasons but here are some of the basic checks you can do:

    1. Ensure microphone permission is enabled on browser

    2. If using SF or embedded clients, pop-up is enabled and users do not close the webRTC pop-up window

    3. Switch to desktop app if possible and avoid opening multiple Genesys tabs if agents are using browser app

    4. Ensure proper firewall whitelisting for webRTC Cloud media services CIDR IP address range - Genesys Cloud Resource Center (mypurecloud.com)

    5. Enable Global Media Fabric if there are agents located outside of your organization's locale (e.g. if you're on us-east-1 but have agents in Dublin, enable GMF for eu-west-1)



    ------------------------------
    Niel Vicente
    DAMAC Properties Co. LLC
    ------------------------------



  • 3.  RE: Marked 'Not Responding' with no alert notification for interaction came up on screen

    Posted 08-16-2024 09:19
    Edited by George Ganahl 08-16-2024 09:20
    No replies, thread closed.

    Great advice, Niel!

    #1 causes this issue for a lot of people.

    Network communication issues can be a factor, so run the WebRTC Troubleshooter built into the client to check connections (presuming they are using WebRTC phones).



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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