Hello colleagues,
I'm currently running a ticket with the Genesys (Case #0004115106) support.
We're using the developer blueprint Blueprint Teams to Genesys presence sync to synchronize presence from Teams to Genesys. This is based on the Microsoft Teams Integration and the Microsoft Teams Integration Notification. Both referred to in the documentation and also described in the idea, which recently was released and added real-time presence sync to the Teams Integration instead of polling (can be found here Event driven user presence updates).
Since last Friday (3rd of July) we're having a massive problem with this presence sync and very weird behaviour. When a user is in a Genesys status longer than 60 seconds, the Teams status change event (source equals "MICROSOFTTEAMS" in the trigger) does not fire, so there is no status change from Teams to Genesys and more. However, when I change my status now in Genesys, it is working again and I can sync all status from Teams to Genesys until once again the user stays in the same state in Genesys for at least 60 seconds.
Actually, it has been working for months now very well, and we really have a massive problem here.
I already had a call with the Genesys support, however the support asked me to open a topic here, to approve this being a problem.
So that's what I would like to ask, to get approval from the appropriate developer team, responsible for this blueprint, so the support can continue debugging here.
Thanks in advance,
Bero
#Architect#Integrations#PlatformAPI------------------------------
Bero Acker
Specialist
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