Hey John,
I took a look at the assessments that you sent over and I can see that they show that a LOT of ports were closed. I'm sure that Customer Care sent over this Resource Center article, but if not, I am including it for you to read. I would recommend that you have your security team also verify that everything necessary for Genesys Cloud is open, traffic is tunneled, etc. If the issue is not within your organization, then you will need to work with your agents and their home networks.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 01-31-2025 09:03
From: John Francis
Subject: Ports Opening
I was told by Genesys support that ports need to be opened for users who are having problems with either outgoing calls or calls that are ringing briefly and not allowing the agents to pick up the calls.
We have been experiencing this issue for the last six months. We ran some network diagnostic tools on the local devices, and the logs show that some ports are closed. They have asked us to check the firewall settings. This is not something we block, and if it is a local firewall issue, we cannot open it on individual computers. I am not sure exactly how to handle this situation. The security team said that they do not block anything through Windows Defender, as we use Defender as the default firewall on our Windows devices. How would we go about opening ports if individual users are having problems.
I have attached the log files. So, I am not sure where to open the ports.
#Outbound
#Telephony
#Unsure/Other
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John Francis
NA
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