Genesys Cloud - Main

Is anyone else also having a problem where phones are showing as operational in the phone management screen when you know they are not?  I have a phone next to me that is showing as operational in Genesys, but it isn't even plugged in.  We opened a ticket about this issue back at the end of June and it still isn't resolved.    

This issue makes it impossible for us to know which phones are truly online and which are not.  In this world we are living in now where basically all our associates are working from home, not being able to tell if there phone is online only makes troubleshooting that much more difficult.  

Are we the only ones having this problem?
#SystemAdministration
#Telephony

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Jason Lorden
Independent Health Association, Inc.
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I assume you are using hardware phones - even for home users?

First up, I'd consider going WebRTC, at least for remote.

Anyway, for how long after the phone goes inactive does it continue to show in the interface as online? SIP works by the phone periodically "checking in" with the system (not the other way around) so if a phone gets unplugged, it can take a while for it to time out and be marked inactive.

HTH

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Paul Simpson
Eventus Solutions Group
------------------------------

Hi Paul, 

Thanks for the response.  Yes we use physical phones whenever possible.  Have you found the WebRTC phones to be as reliable as physical phones?  We use Citrix for our agents and if we use WebRTC phones, the voice and data are on the same connection and any slowness/issues will impact the voice quality.  With the physical phones, we almost never see voice quality issues.  

As for how long they show offline, it's basically forever at this point.  I have a phone that has been disconnected for weeks and it is still showing active.

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 11-09-2022 08:56
From: Paul Simpson
Subject: Phone Management Screen Not Accurate

I assume you are using hardware phones - even for home users?

First up, I'd consider going WebRTC, at least for remote.

Anyway, for how long after the phone goes inactive does it continue to show in the interface as online? SIP works by the phone periodically "checking in" with the system (not the other way around) so if a phone gets unplugged, it can take a while for it to time out and be marked inactive.

HTH

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Hi,

You didn't mention in your OP that you were using Citrix. FWIW, I'm not a fan of using solutions like Citrix for things like Genesys Cloud - it kind of defeats the purpose of a Cloud solution! But maybe that's just me. I haven't seen huge issues with WebRTC when running on the local PC, but I know a lot of remote desktop style solutions struggle with Audio and you get latency etc. (Not just with Gen Cloud....!)

You mention sharing a connection - that is happening anyway since I assume your home workers don't have two ISPs?

What make and model of phone are you using? Are they Managed through Genesys Cloud? Take a look at your Base Settings / Base Line Appearance. Under "Signaling" you can see / set the timeout (Registration Period).

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 11-09-2022 09:08
From: Jason Lorden
Subject: Phone Management Screen Not Accurate

Hi Paul,

Thanks for the response.  Yes we use physical phones whenever possible.  Have you found the WebRTC phones to be as reliable as physical phones?  We use Citrix for our agents and if we use WebRTC phones, the voice and data are on the same connection and any slowness/issues will impact the voice quality.  With the physical phones, we almost never see voice quality issues.

As for how long they show offline, it's basically forever at this point.  I have a phone that has been disconnected for weeks and it is still showing active.

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 11-09-2022 08:56
From: Paul Simpson
Subject: Phone Management Screen Not Accurate

I assume you are using hardware phones - even for home users?

First up, I'd consider going WebRTC, at least for remote.

Anyway, for how long after the phone goes inactive does it continue to show in the interface as online? SIP works by the phone periodically "checking in" with the system (not the other way around) so if a phone gets unplugged, it can take a while for it to time out and be marked inactive.

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Hi, 

Yeah, I wasn't necessarily looking for a solution so I didn't bother to mention our setup.  The reason for my post was really just to see if others were having the issue as well.  I know the issue is definitely on the Genesys end.  We just met with our TAM who advised they are actively working on a solution.  This wasn't an issue in the past...it something that has been happening since the end of June.  

Thanks! 

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 11-09-2022 11:20
From: Paul Simpson
Subject: Phone Management Screen Not Accurate

Hi,

You didn't mention in your OP that you were using Citrix. FWIW, I'm not a fan of using solutions like Citrix for things like Genesys Cloud - it kind of defeats the purpose of a Cloud solution! But maybe that's just me. I haven't seen huge issues with WebRTC when running on the local PC, but I know a lot of remote desktop style solutions struggle with Audio and you get latency etc. (Not just with Gen Cloud....!)

You mention sharing a connection - that is happening anyway since I assume your home workers don't have two ISPs?

What make and model of phone are you using? Are they Managed through Genesys Cloud? Take a look at your Base Settings / Base Line Appearance. Under "Signaling" you can see / set the timeout (Registration Period).

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------


Original Message:
Sent: 11-09-2022 09:08
From: Jason Lorden
Subject: Phone Management Screen Not Accurate

Hi Paul,

Thanks for the response.  Yes we use physical phones whenever possible.  Have you found the WebRTC phones to be as reliable as physical phones?  We use Citrix for our agents and if we use WebRTC phones, the voice and data are on the same connection and any slowness/issues will impact the voice quality.  With the physical phones, we almost never see voice quality issues.

As for how long they show offline, it's basically forever at this point.  I have a phone that has been disconnected for weeks and it is still showing active.

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.


Original Message:
Sent: 11-09-2022 08:56
From: Paul Simpson
Subject: Phone Management Screen Not Accurate

I assume you are using hardware phones - even for home users?

First up, I'd consider going WebRTC, at least for remote.

Anyway, for how long after the phone goes inactive does it continue to show in the interface as online? SIP works by the phone periodically "checking in" with the system (not the other way around) so if a phone gets unplugged, it can take a while for it to time out and be marked inactive.

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

LOL,

Like I said, I would look at the Registration Period. What should happen is that if the system doesn't receive a reregistration within that period, the phone should be marked as inactive.

If that's not the issue, then my next guess would be that you have an SBC or similar "between" the phone and the Edge and that is somehow keeping the connection alive.

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 11-09-2022 12:59
From: Jason Lorden
Subject: Phone Management Screen Not Accurate

Hi,

Yeah, I wasn't necessarily looking for a solution so I didn't bother to mention our setup.  The reason for my post was really just to see if others were having the issue as well.  I know the issue is definitely on the Genesys end.  We just met with our TAM who advised they are actively working on a solution.  This wasn't an issue in the past...it something that has been happening since the end of June.

Thanks! 

------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 11-09-2022 11:20
From: Paul Simpson
Subject: Phone Management Screen Not Accurate

Hi,

You didn't mention in your OP that you were using Citrix. FWIW, I'm not a fan of using solutions like Citrix for things like Genesys Cloud - it kind of defeats the purpose of a Cloud solution! But maybe that's just me. I haven't seen huge issues with WebRTC when running on the local PC, but I know a lot of remote desktop style solutions struggle with Audio and you get latency etc. (Not just with Gen Cloud....!)

You mention sharing a connection - that is happening anyway since I assume your home workers don't have two ISPs?

What make and model of phone are you using? Are they Managed through Genesys Cloud? Take a look at your Base Settings / Base Line Appearance. Under "Signaling" you can see / set the timeout (Registration Period).

------------------------------
Paul Simpson
Eventus Solutions Group


Original Message:
Sent: 11-09-2022 09:08
From: Jason Lorden
Subject: Phone Management Screen Not Accurate

Hi Paul,

Thanks for the response.  Yes we use physical phones whenever possible.  Have you found the WebRTC phones to be as reliable as physical phones?  We use Citrix for our agents and if we use WebRTC phones, the voice and data are on the same connection and any slowness/issues will impact the voice quality.  With the physical phones, we almost never see voice quality issues.

As for how long they show offline, it's basically forever at this point.  I have a phone that has been disconnected for weeks and it is still showing active.

Thanks!

------------------------------
Jason Lorden
Independent Health Association, Inc.


Original Message:
Sent: 11-09-2022 08:56
From: Paul Simpson
Subject: Phone Management Screen Not Accurate

I assume you are using hardware phones - even for home users?

First up, I'd consider going WebRTC, at least for remote.

Anyway, for how long after the phone goes inactive does it continue to show in the interface as online? SIP works by the phone periodically "checking in" with the system (not the other way around) so if a phone gets unplugged, it can take a while for it to time out and be marked inactive.

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Hi @Jason Lorden,

Yes we've been having the same issue​ since 25 August where the operational status was not right on some phones

1. Showing 'Operational', should be showing 'Non-Operational'
2. Showing 'Non-operational', should be showing 'Operational'
3. Showing partially 'Operational', should be showing fully 'Operational'
   

It took some convincing through support that this was an actual issue, and issues 2 and 3 were finally fixed on 4 November.

However issue 1 is still ongoing where phones that have been unplugged for months or just minutes are showing 'Operational'

Luckily all our Polycom phones are within a private network we can ping and access the Polycom API to check the registration status.

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Jeff
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