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  • 1.  No one could answer the call

    Posted 02-14-2020 12:38
    No replies, thread closed.
    We had 3 separate incidents where a call came in and went through all agents since no one could answer the call.  They received the call but when clicking on the answer button the ringing stops but in eventually times out and goes to the next agent until it loops through them all. Can we get the possible cause of this issue. one of them is shown below:


    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #Community Videos (TAM, QA, etc.)

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    Muhammad Zubair

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  • 2.  RE: No one could answer the call
    Best Answer

    Posted 02-14-2020 12:45
    No replies, thread closed.
    Most often that is a problem somewhere on the local network or your internet connection to Genesys Cloud. You will need to get Network and Console logs from those clients (presuming you have the logs turned on when the problem happens) and open a case with care.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: No one could answer the call

    Posted 02-18-2020 16:40
    No replies, thread closed.
    Hi,

    We had the same issue for three weeks and it seems to be fixed after we tried the Edge manual update to the latest version (released last week).

    It can be just a coincidence, but we have SBCs configured to send SIP options every 30 sec and were receiving several alerts of non-response from Edges since they were auto-updated to v1.0.0.8734.

    I am not sure if this is the same issue, but I hope it helps.

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    Paulo Mesquita
    Spark NZ Trading
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    Original Message


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