Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Recent Edge release 1.0.0.7252

    Posted 06-27-2018 07:48
    No replies, thread closed.
    Has anyone updated to the recent EDGE release 1.0.0.7252?

    We have only just updated and am now faced with a calling issue that is causing transfers to disconnect and play error messages from the Purecloud IVR we have setup almost as if the call never connected so it took the failure path.

    We also have direct dial outbound calls being disconnected at the 2 minute interval and an error audio is heard advising the call has timed out, in turn disconnecting both customer and agent.

    Inbound calls don't seem to be affected nor self service options within our IVR.

    Both Carrier and Purecloud support (0002314359) are investigating to attempt to locate the issue though upon reading the updates I see that it states 
    • Resolved issue where the system places a call from a Cisco CUCM on hold, the CUCM attempts to take the call off hold, but the call remains stuck on hold.
    It seems to be a similar issue so was after any input if you have experienced the same, please let me know on how you resolved it

    Cheers

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------


  • 2.  RE: Recent Edge release 1.0.0.7252

    Posted 06-28-2018 04:29
    No replies, thread closed.
    Hi Darryn,

    We have updated our edges to the latest release, but we don`t have any problems.
    Did you recieve warning during the update?
    After the update one of our edges displayed a health warning, but after rebooting twice the edge was operational.
    In the past we have had problems after updating and we solved this with a rollback to a previous version.
    Did you read the release notes for this new update?

    with kind regards,


    ------------------------------
    Edward de Wit
    Dealerdirect B.V.
    ------------------------------

    Original Message


  • 3.  RE: Recent Edge release 1.0.0.7252

    Posted 06-28-2018 05:42
    No replies, thread closed.
    Hi Edward, 
    Yes i read the release notes but obviously not well enough when it came to some of the updates.
    We identified that the release contains a bug with the CISCO CUCM and in co-ordination with your carrier if orgs are experiencing a call drop out being terminated by Purecloud then this maybe the cause of it.
    While it is not ideal to rollback to the previous version as it has increased a weekly review on the auto-update to reset. Purecloud dev confirmed for us that there was a bug and either your carrier needs to attempt to over-ride it or wait for a few weeks and it might be in the next release.

    I too receive the health messages though have always been told to reboot it and eventually it clears, so your not the only one

    Thanks for your input

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 4.  RE: Recent Edge release 1.0.0.7252

    Posted 07-02-2018 12:08
    No replies, thread closed.
    Hi Darryn,

    We've updated to the same Edge version (we needed to fix another issue with secure pause disconnecting calls) and are experiencing something similar when transferring calls between departments. The customer is disconnected and we receive an error message stating:

    CALL ERROR
    error.ininedgecontrol.ccxml.script

    The first reports only came in on Wednesday 27th after the weekly PureCloud updates were pushed out, so we are currently not sure if it is the Edge version or the back end updates. We are awaiting feedback from the call logged with support.

    Another set of updates and another issue - I wish Genesys/PureCloud would test their updates fully before releasing.

    Thanks,
    Geoff
    Original Message


  • 5.  RE: Recent Edge release 1.0.0.7252

    Posted 07-03-2018 03:47
    No replies, thread closed.

    Hi Geoff,

    Id advise to roll back to the previous version until they fix the bug in the latest version. Completed this last week and all our transfers and direct dials have resumed to normal.
    Small bit of manual work involved to prevent the auto-update from occurring weekly but its better than being down-graded on NPS customer experience.

    I have been told that dev support has acknowledged the bug with the release of CUCM update in the last edge update. There is no ETA at this stage when it will be re-released with the bug fix. CUCM sends UPDATE now your carrier would need to see if the CUCM supports this parameter.

    Hope this helps
    If support want to look at our case there are notes from the senior engineers on it that may help 0002314359





    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 6.  RE: Recent Edge release 1.0.0.7252

    Posted 07-05-2018 11:59
    No replies, thread closed.
    Thanks Darryn but we have decided to not roll back at this stage. The issue is intermittent in nature and due to being in a highly regulated industry the Secure Pause functionality is of more importance!

    Thanks,
    Geoff
    Original Message


Related Content