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  • 1.  Recently all User's Phone/Timeout Seconds reflect the value set in the Org

    Posted 4 days ago

    Recently we noticed that all of out custom timer settings per User/Phone/Timeout Seconds were all set to the setting in the Org. 

    In the past if the Org settings was used the field would be blank but you could add a custom setting per user. 

    We confirmed that now if the Org Setting is changed it changes the value for all users and wipes out any custom setting set per User. 

    Has anyone else noticed this?

    I looked through Permissions to see if there was something new that was not included in teh release Notes (that has happened in the past) but I do not see anything.

    This has caused a major issue since we normally extend this timer past 99 sec for Users that do not have VM permission. We want the phone to ring instead of answering with the "This user does not have VM" message.


    #Telephony

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    Ken Pittman
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  • 2.  RE: Recently all User's Phone/Timeout Seconds reflect the value set in the Org

    Posted 3 days ago

    Hi @Ken Pittman

    Based on the documentation, this doesn't appear to be the expected behavior.

    According to the Set a timeout before the call goes to voicemail documentation, the organization-level Timeout Seconds setting provides the default value. If a different Timeout Seconds value is configured for a specific user, that user-specific value should override the organization setting and remain unchanged.

    Documentation: https://help.genesys.cloud/pt-br/articles/set-a-timeout-before-the-call-goes-to-voicemail/

    If changing the organization timeout is overwriting existing user-specific timeout values, I'd recommend opening a Customer Care case so Support can determine whether this is a regression or an undocumented change in behavior.

    Customer Care: https://genesys.my.site.com/



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    Raphael Poliesi
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  • 3.  RE: Recently all User's Phone/Timeout Seconds reflect the value set in the Org

    Posted 15 hours ago

    Hi Ken,

    I noticed the same thing-the alerting timeout field is no longer blank and is now populated with the default value.

    I ran a test in my lab environment. I first set a custom value for my user (14), then changed the organization setting to 15. After that, I went back to my user settings and the value remained 14, as expected.

    Based on this test, user-specific values do not appear to be overwritten when the organization-level setting is changed, at least at my org



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    Fabian Teves
    Ingeneria de Comunicaciones
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  • 4.  RE: Recently all User's Phone/Timeout Seconds reflect the value set in the Org

    Posted 2 hours ago

    Hello Team-

    eam,

    As an update to the discussion , I performed testing in our QA environment yesterday and observed the same behavior reported in the Genesys Community post.

    During testing, when the organization-level Phone/Timeout Seconds value was updated, the custom timeout values configured at the user level were overwritten and changed to the organization default value.

    Additionally, it appears that the user-level timeout field no longer remains blank when inheriting the organization setting. Instead, it now displays the organization-level value by default, making it difficult to distinguish between inherited and customized settings.

    Could anyone please verify this behavior in their environment and let us know if they have observed the same? If confirmed, we may need to investigate further with Genesys Support to determine whether this is an intended change or a potential regression.

    Thanks

    Shahnawaz



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    Shahnawaj Hussain
    Technical Lead
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