Genesys Cloud - Main

I have had tickets opened and have had no resolution to this. Several times per week we will have calls coming in and agents on queue but they cannot answer the calls. An on queue agent will have one ring and then get forced into "Not Responding". The answer call buttons are not responsive and they can click back to "On Queue" and it will immediately kick them back into not responding. Has anyone experienced this and found a resolution? My team has to log off, refresh and log back on and restart Edges and issue still Exist.

Can any one help me ?

Sounds like a firewall issue and that some ports are still blocked.

No it's not a firewall issue

We are using the softphone that is installed on the computer. When we got the "not responding" issue we solved by following the steps I have written in the comment field.

https://community.mypurecloud.com/s/question/0D54400004u0aeA/agents-getting-forced-to-not-responding?s1oid=00DE0000000IvgO&OpenCommentForEdit=1&s1nid=0DBE0000000bloC&emkind=chatterLikeNotification&s1uid=00544000008d2C5&emtm=1498602918228&fromEmail=1&s1ext=0

I found this steps yesterday and do it and the issue still exist.

Just asked our FW expert and he says it sounds like a FW issue. His experience with the guidelines for which ports that should be opened is not very clear. Monitor an agent thru the FW that get this message if you have not done that yet.

https://help.mypurecloud.com/articles/purecloud-ports-services/

Hope things work out!

the issue disappear now, i don't do any thing except reboot Edges.

Still can't now the root cause of this issue as the same agents are work fine now which prove that the firewall is ok.

How long will Reboot the Edge can take?