Genesys Cloud - Main

Hello Genesys Cloud Community - 
My organization has been experiencing intermittent call quality issues; we believe these issues to be self-inflicted. Our Network team has suggested integrating Genesys Cloud with AppNeta, which is a network performance monitoring tool. I wanted to reach out to the community to see if anyone has done anything like this before - and if you could share any lessons/best practices you learned along the way. Any feedback would be appreciated!

Thanks!
#Integrations
#SIP/VolP
#Unsure/Other

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Remember that GC is an over-the-internet cloud product and as such, it sometimes has issues outside of your control.  You can test your WAN/LAN for QoS and other things, but once it reaches the Router, it is up to the internet.  I suggest you look at the MOS scores on the calls, listen to the lower scores and try to determine on which side of the call the quality is poor.  You can also use the WebRTC tools in Chrome to look at traffic, throughput, and other factors.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Thanks, Robert! I will pass the back to my network team. We think the issues we're experiencing (dropped calls, issues with the UI not communicating back, etc.) are likely self-inflicted; only users in the office are experiencing problems - folks using Genesys Cloud at home appear to be unimpacted. Unfortunately, we don't have a lot of good visibility for our Genesys usage internally, so we're hoping to use AppNeta to try and determine what the issue is. I'm curious if anyone else in the community has set up internal monitoring for Genesys Cloud traffic to look for issues and - if so - does anyone have any feedback on what setting up an internal monitoring tool was like. 

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 07-05-2021 16:56
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

Remember that GC is an over-the-internet cloud product and as such, it sometimes has issues outside of your control.  You can test your WAN/LAN for QoS and other things, but once it reaches the Router, it is up to the internet.  I suggest you look at the MOS scores on the calls, listen to the lower scores and try to determine on which side of the call the quality is poor.  You can also use the WebRTC tools in Chrome to look at traffic, throughput, and other factors.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

You will definitely see the traffic on the LAN with AppNeta.  You can look for SIP messages and RTP traffic between your end devices and the edge router.   You can also check for QoS DIFFSERVE values and make sure they are being respected.  Not saying AppNeta is the wrong app, just not a lot of visibility beyond your edge router.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 07-06-2021 09:59
From: Cory King
Subject: Quality Monitoring with AppNeta

Thanks, Robert! I will pass the back to my network team. We think the issues we're experiencing (dropped calls, issues with the UI not communicating back, etc.) are likely self-inflicted; only users in the office are experiencing problems - folks using Genesys Cloud at home appear to be unimpacted. Unfortunately, we don't have a lot of good visibility for our Genesys usage internally, so we're hoping to use AppNeta to try and determine what the issue is. I'm curious if anyone else in the community has set up internal monitoring for Genesys Cloud traffic to look for issues and - if so - does anyone have any feedback on what setting up an internal monitoring tool was like.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------


Original Message:
Sent: 07-05-2021 16:56
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

Remember that GC is an over-the-internet cloud product and as such, it sometimes has issues outside of your control.  You can test your WAN/LAN for QoS and other things, but once it reaches the Router, it is up to the internet.  I suggest you look at the MOS scores on the calls, listen to the lower scores and try to determine on which side of the call the quality is poor.  You can also use the WebRTC tools in Chrome to look at traffic, throughput, and other factors.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Thanks, Robert! I'll pass this along to my network team so we have the right level of expectations going into this. I appreciate your insight!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 07-06-2021 12:26
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

You will definitely see the traffic on the LAN with AppNeta.  You can look for SIP messages and RTP traffic between your end devices and the edge router.   You can also check for QoS DIFFSERVE values and make sure they are being respected.  Not saying AppNeta is the wrong app, just not a lot of visibility beyond your edge router.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 07-06-2021 09:59
From: Cory King
Subject: Quality Monitoring with AppNeta

Thanks, Robert! I will pass the back to my network team. We think the issues we're experiencing (dropped calls, issues with the UI not communicating back, etc.) are likely self-inflicted; only users in the office are experiencing problems - folks using Genesys Cloud at home appear to be unimpacted. Unfortunately, we don't have a lot of good visibility for our Genesys usage internally, so we're hoping to use AppNeta to try and determine what the issue is. I'm curious if anyone else in the community has set up internal monitoring for Genesys Cloud traffic to look for issues and - if so - does anyone have any feedback on what setting up an internal monitoring tool was like.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 07-05-2021 16:56
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

Remember that GC is an over-the-internet cloud product and as such, it sometimes has issues outside of your control.  You can test your WAN/LAN for QoS and other things, but once it reaches the Router, it is up to the internet.  I suggest you look at the MOS scores on the calls, listen to the lower scores and try to determine on which side of the call the quality is poor.  You can also use the WebRTC tools in Chrome to look at traffic, throughput, and other factors.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Hi Cory,
Not clear if you are using SIP or WebRTC.
I noticed for other customers that running Genesys Cloud WebRTC in multiple browser tabs is likely to cause issues. So make sure your agents are using GC in a single tab and you can also collect browser logs in case of issues. The Conversation details API would otherwise give you details covering Max latency, Min Mos, Discarded/Duplicated/Received/ Underrun/Overrun packets for every call. You get these indicators for WebRTC calls too.

------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd
------------------------------

Original Message:
Sent: 07-06-2021 12:29
From: Cory King
Subject: Quality Monitoring with AppNeta

Thanks, Robert! I'll pass this along to my network team so we have the right level of expectations going into this. I appreciate your insight!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------


Original Message:
Sent: 07-06-2021 12:26
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

You will definitely see the traffic on the LAN with AppNeta.  You can look for SIP messages and RTP traffic between your end devices and the edge router.   You can also check for QoS DIFFSERVE values and make sure they are being respected.  Not saying AppNeta is the wrong app, just not a lot of visibility beyond your edge router.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 07-06-2021 09:59
From: Cory King
Subject: Quality Monitoring with AppNeta

Thanks, Robert! I will pass the back to my network team. We think the issues we're experiencing (dropped calls, issues with the UI not communicating back, etc.) are likely self-inflicted; only users in the office are experiencing problems - folks using Genesys Cloud at home appear to be unimpacted. Unfortunately, we don't have a lot of good visibility for our Genesys usage internally, so we're hoping to use AppNeta to try and determine what the issue is. I'm curious if anyone else in the community has set up internal monitoring for Genesys Cloud traffic to look for issues and - if so - does anyone have any feedback on what setting up an internal monitoring tool was like.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 07-05-2021 16:56
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

Remember that GC is an over-the-internet cloud product and as such, it sometimes has issues outside of your control.  You can test your WAN/LAN for QoS and other things, but once it reaches the Router, it is up to the internet.  I suggest you look at the MOS scores on the calls, listen to the lower scores and try to determine on which side of the call the quality is poor.  You can also use the WebRTC tools in Chrome to look at traffic, throughput, and other factors.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Thanks, Hichem!
My question is regarding WebRTC phones primarily; we have a very small SIP phone footprint. Our agents are all using the desktop client. We do fallback and use the Web app if we're having issues with the Desktop app, but I don't think the issue is with >1 instance being open. 
The network information that Genesys provides has been helpful in trying to determine if there are issues, but we're hoping AppNeta will alert us of potential issues before they are fully experienced by our business stakeholders. (i.e. an errant network change that can quickly be rolled back.) Our goal isn't to monitor Genesys for issues as much as it is to monitor our internal network traffic outside of Genesys. 

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 07-09-2021 05:57
From: Hichem Agrebi
Subject: Quality Monitoring with AppNeta

Hi Cory,
Not clear if you are using SIP or WebRTC.
I noticed for other customers that running Genesys Cloud WebRTC in multiple browser tabs is likely to cause issues. So make sure your agents are using GC in a single tab and you can also collect browser logs in case of issues. The Conversation details API would otherwise give you details covering Max latency, Min Mos, Discarded/Duplicated/Received/ Underrun/Overrun packets for every call. You get these indicators for WebRTC calls too.

------------------------------
Hichem Agrebi
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd
------------------------------


Original Message:
Sent: 07-06-2021 12:29
From: Cory King
Subject: Quality Monitoring with AppNeta

Thanks, Robert! I'll pass this along to my network team so we have the right level of expectations going into this. I appreciate your insight!

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 07-06-2021 12:26
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

You will definitely see the traffic on the LAN with AppNeta.  You can look for SIP messages and RTP traffic between your end devices and the edge router.   You can also check for QoS DIFFSERVE values and make sure they are being respected.  Not saying AppNeta is the wrong app, just not a lot of visibility beyond your edge router.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 07-06-2021 09:59
From: Cory King
Subject: Quality Monitoring with AppNeta

Thanks, Robert! I will pass the back to my network team. We think the issues we're experiencing (dropped calls, issues with the UI not communicating back, etc.) are likely self-inflicted; only users in the office are experiencing problems - folks using Genesys Cloud at home appear to be unimpacted. Unfortunately, we don't have a lot of good visibility for our Genesys usage internally, so we're hoping to use AppNeta to try and determine what the issue is. I'm curious if anyone else in the community has set up internal monitoring for Genesys Cloud traffic to look for issues and - if so - does anyone have any feedback on what setting up an internal monitoring tool was like.

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 07-05-2021 16:56
From: Robert Wakefield-Carl
Subject: Quality Monitoring with AppNeta

Remember that GC is an over-the-internet cloud product and as such, it sometimes has issues outside of your control.  You can test your WAN/LAN for QoS and other things, but once it reaches the Router, it is up to the internet.  I suggest you look at the MOS scores on the calls, listen to the lower scores and try to determine on which side of the call the quality is poor.  You can also use the WebRTC tools in Chrome to look at traffic, throughput, and other factors.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com