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  • 1.  Platform Issue?

    Posted 01-06-2023 09:02
    No replies, thread closed.

    We are receiving reports of instability with the Genesys Cloud platform starting at approximately 4:30pm EST yesterday afternoon. The issues reported thus far include:

    • Agents unable to use the desktop app or access Genesys via web
    • Screens going white during a call and not being able to logout/login
    • Calls disconnecting/terminating
    • Agents unable to connect/disconnect calls

    We've checked the Genesys desktop app, web, and Salesforce softphone and cannot replicate any of the above issues. We also do not currently see a report of any outages posted on the "Genesys Cloud System Status" page. Is anyone else seeing similar issues?

    US West region, if that makes any difference....

    TIA


    #Unsure/Other

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


  • 2.  RE: Platform Issue?

    Posted 01-06-2023 09:06
    No replies, thread closed.
    Paul,

    We had the same issues during the same timeframe yesterday. We submitted a ticket- Genesys got back to us and said that they had received reports of it and were investigating.

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    Dawn Weston
    AvalonBay Communities, Inc.
    ------------------------------



  • 3.  RE: Platform Issue?

    Posted 01-06-2023 09:10
    No replies, thread closed.
    Thanks, Dawn!

    Good to know we're not alone.

    I'll open a ticket too :-)

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

    Original Message


  • 4.  RE: Platform Issue?

    Posted 01-06-2023 09:14
    No replies, thread closed.
    No Problem! we are on US West too so maybe it was a just our region..not sure

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    Dawn Weston
    AvalonBay Communities, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Platform Issue?

    Posted 01-06-2023 09:30
    No replies, thread closed.
    Could be, although I'm surprised Genesys hasn't sent out a status update for it if it's a problem with the platform...

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

    Original Message


  • 6.  RE: Platform Issue?

    Posted 01-06-2023 12:09
    No replies, thread closed.
    They only post to the status/outage board for confirmed issues where a certain population of customers are affected - so it could be that only specific customers within USWest were affected or that they were unable to confirm a platform issue before it self resolved.

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    Brad Murlin
    Zillow, Inc.
    ------------------------------

    Original Message


  • 7.  RE: Platform Issue?

    Posted 01-06-2023 13:30
    No replies, thread closed.
    Brad,
    This is true, however if they have an issue that is potentially affecting more than one customer (with actual impact undetermined) I believe they should really send out a notification.
    I get that they probably don't / won't, but IMHO they should!

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

    Original Message


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