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  • 1.  PureCloud Incident - 071718

    Posted 07-17-2018 09:18
    No replies, thread closed.
    With the fix being implemented as of 08:49 EDT, we still have Agents unable to take calls in certain queues- agents are inactive - and we can't disconnect them from the queue.  They have tried the obvious logout.  Any suggestions?

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    Jack Blakey
    Clearent LLC
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  • 2.  RE: PureCloud Incident - 071718

    Posted 07-17-2018 09:21
    No replies, thread closed.
    We are experiencing similar issues.  The outbound contact list we dial is not available.  We had briefly been able to place calls, however screens were not popping.  We have refreshed the app, logged out and waited two minutes to log back in, I've had the remote agents reboot their modems, etc. and it is still not resolved.

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    Amanda Gebhardt-Keeton
    Baker College
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    Original Message


  • 3.  RE: PureCloud Incident - 071718

    Posted 07-17-2018 09:37
    No replies, thread closed.
    It's odd behavior for sure.  I have some agents in queues that are receiving calls normally, and other agents who are Grayed out and we can't refresh their status to normal.  Some outbound agents are affected, and some are fine.  The fix may be applied but there is still serious fallout as a result.

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    Jack Blakey
    Clearent LLC
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    Original Message


  • 4.  RE: PureCloud Incident - 071718

    Posted 07-17-2018 11:22
    No replies, thread closed.
    We are continuing to see stuck interactions, agents who can't login; agents who attempt to make calls and must refresh to disconnect the interaction.

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    Jack Blakey
    Clearent LLC
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    Original Message


  • 5.  RE: PureCloud Incident - 071718

    Posted 07-17-2018 11:30
    No replies, thread closed.
    To piggy back off of that, our account is still unable to work.  The contact list is still unavailable.

    Amanda Keeton
    Contact Center Manager
    Baker College Contact Center

    On Tue, Jul 17, 2018 at 11:22 AM, Jack Blakey via Genesys




    Original Message


  • 6.  RE: PureCloud Incident - 071718

    Posted 07-17-2018 12:38
    No replies, thread closed.
    Things are coming back to normal.  We have resolved agents who could not get on-queue and taking calls by powering down their computers completely, then restarting.  Some outbound agents are still reporting that they need to refresh their page after they end a call to disconnect it, but that works.

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    Jack Blakey
    Clearent LLC
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    Original Message


  • 7.  RE: PureCloud Incident - 071718

    Posted 07-17-2018 20:16
    No replies, thread closed.
    We are having this issue also.,

    Lodged high priority support case with Genesys case 2329551 after checking it isn't a PC CPU/RAM issue and checking our Internet connection isn't congested or dropping traffic.

    This is affecting our staff and customers and requires urgent attention, please. 




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    Jason Pratt
    Noosa Shire Council
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    Original Message


  • 8.  RE: PureCloud Incident - 071718

    Posted 07-17-2018 22:01
    No replies, thread closed.
    resolved thank you

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    Jason Pratt
    Noosa Shire Council
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    Original Message


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