Genesys Cloud - Main

We connect to Genesys Cloud using Thin Clients/PCs/W365 BOOT devices, that are configured with "Windows 365 Boot", meaning that (for all intents and purposes) there really isn't a usable OS on the physical devices... they just serve as a web login screen to connect to our agent's Cloud PCs (Azure/W365). This sort of setup is most frequently used in hospitals, medical practices, or places where multiple people have to frequently log in to the same PC or access their own cloud PCs.All of our agents have at least a 200/20 Mbps internet connection, most have significantly higher. For testing, I use a 20/20 Mbps connection.

Recently, I finally got the Microsoft Multimedia Redirection Extension working to redirect all Genesys Cloud audio, so that it goes directly between the AWS environment and the agent's physical devices, and completely bypasses the Cloud PCs/AVDs. That seems to work actually really well (although the extension still has some bugs that MS needs to address). Resolving that reduced a delay during call interactions from about a 3-5 second delay to virtually no delay at all. Additionally, we block all web access that is not explicitly allowed, for security reasons, and that seems to work perfectly as well ( I have allowed all known Genesys and Genesys 3rd party domains). We seem to have alleviated ALL of our call quality issues now and all of that seems really nice and solid. However, we still have several issues with Genesys Cloud that we are trying to figure out. All our agents have the following issues almost daily/weekly.

• Frequently and randomly, when an agent attempts to answer a call interaction, they click the button, it shows depressed, but the countdown continues and the interaction is never actually accepted/answered. I tried increasing the timeout to a ridiculous 30 seconds, but that doesn't seem to help  The interaction gets placed back in queue and transferred to another agent and the original agent gets removed from the queue. This is obviously critical as it 1:) Affects the quality of our customer service 2:) Reduces the agent's productivity metrics 3:) Could potentially adversely affect an agent's qualifications for bonuses or raises. Once the issue occurs, the only temporary solutions we have found to initially resolve it are to either clear cache for Genesys (Open Dev Tools, Clear All Page Cache and Reload Page), close all Chrome windows and then reopen them again, or terminate all chrome windows using Task Manager and then open Chrome and completely log back in to everything. This is obviously a critical issue for several reasons. This issues screams to be a caching issue between Genesys and Chrome or a bug with one or the other.
• Randomly, Genesys will seem to lose track of the headset that is connected to the physical devices, causing either the phone icon in Genesys to turn red, the Audio Controls to display "Enable microphone permissions to enable audio controls", or everything in Gensys will LOOK like it should work, but the agent with have no audio, mic, or both. When looking at the Device Manager and settings in the Cloud PC, the remote audio devices look fine and Windows does not seem to show that it is having any issue communicating with the audio device, just Genesys seems to have trouble utilizing it. We have this issue with both Bluettooth headsets as well has hardwired USB or mini jack headsets, and the manufacturer/model/version appears to have no bearing on the issue.

We would appreciate any insight into these issues, if anyone else is having similar issues (especially if utilizing W365 BOOT or Thin Clients), or if anyone has some best practices or 'fixes' for these sort of issues. We have engaged our Genesys support provider and tried to engage Genesys directly, but this has been an issue for almost a full year. We have even provided Chrome HAR files and Genesys Log files, but a solution still has not been found.

Thanks!

=rr=

Hi Robert,

It sounds like connections are being dropped somewhere along that path.

Are you using the webRTC media helper: Run Genesys Cloud in a Virtual Desktop Infrastructure (VDI) configuration and do you know if agents are using multiple tabs/logins: Why do multiple concurrent Genesys Cloud logins cause problems? as this can also cause issues with picking up calls and connections.

Hi Robert,

Do you use Persistent connection on webrtc?

Hi Robert-

We also are seeing issues similar to yours since our go live last October. Agents unable to answer a call by clicking the answer button and members unable to hear the agent on outgoing calls. Both of these issues are sporadic. I have provided multiple HAR and console logs. Even have supplied Wireshark logs. We are using the Genesys desktop app and I do have persistent connection enabled on all WebRTC phones. We do have remote users in the mix that are connecting to a VPN which Genesys thinks might be our issue. I'm a bit skeptical as we have had an on-site physical phone experience the 'unable to hear member' issue. 

We did not set up headset profiles at go live but are finding that this has helped some. The app does seem to lose the profile at times for whatever reason. We have recently tried installing the manufacturer's headset software as suggested in the Genesys Resource Center. That seems to be going well but we do see that it doesn't start at times plus we are not overly fond of having to maintain another app. 

Totally agreed that the agent not being able to answer a call (trying multiple clicks on the answer button) affects customer service. Our agents typically log out of the Genesys app to fix. Sometimes needing to kill the app in Task Manager as they are unable to log out manually.

We use Genesys Voice and Genesys did add an additional four Edge devices to our org. Again, still seeing sporadic issues.

Thanks for sharing your story. Helps to know we are not the only ones struggling. 

Hello Steph,

This type of issue happened for three reason. 

1. if agent headphone is connected where default audio device is headphone. disable other audio device.
2. Allow Microphone automatic mode in browser permission settings. 
3. Check the "edge://device-log/" and see that your headphone is not clocked during the call.

sometimes console logs do not capture the real culprit of the issue. we need to check on laptop side. 

Hi Pankaj-

Can you please elaborate on number 2 and 3. We use the desktop app so I'm not sure if these changes in the browser will follow the app.

Most users have an audio device profile set up that allows notifications to ring through their computer speakers but calls to go through their headset. Disabling the laptop speakers wouldn't allow this setup if I am thinking correctly.

Thanks for your input!

HI Steph,

All given steps will help in browser-based calling. 

I believe, it would be good if you ask few agents to login via browser and check given logs. it will help you to isolate the issue weather issue is with headset (Generally USB) or network ( due to Multiple Hope).

I had observed "Not Responding" issue where most of the cases were due to USB headset issue which can be checked under event viewer (Karnet-pnp) as well. in some cases, security team block plug and play devices which cause the issue intermittently even with Bluetooth headset.