Genesys Cloud - Main

With folks working from home, we have some users set up with Remote phones.  We have noticed when a ring group is set up as Rotary, the agent app rings, and so does the cell, the call can be answered, but the call never connects to the cell, it goes to VM.  However, if we set the group up as Broadcast, it works as it should with the same users Remote phone, any idea to a fix so we do not have to change all ring groups?

Thanks!
#Telephony

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Michael McQuaid
AdaptHealth LLC
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Have you tried to change the alerting time?

When you say the call goes to voicemail, is that the group's voicemail or user's voicemail on the mobile phone?

When working with remote phones there is something like PVD or answering machine detection. So, if you answer the call but you don't say anything or your voice cannot be detected the UI will keep ringing. When the alerting time is over, the call is sent to the next agent or group voicemail (if you are the last agent from the list).

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Paulo Mesquita
Spark NZ Trading
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If you pull up the interactions and review the timelines, you can see how long it attempted each user. As Paulo mentioned, the detection can be an issue. So can cell carrier service and other carrier issues on both ends. Bumping up the time may help with some users, but others still may time out sooner. The timeline includes the total time attempted. If the timeout is set for 10 seconds, but the call setup took 5 seconds, it will only actually ring for 5 seconds. They may answer a split second too late and it already routed to the next user. Some cell carriers will send the call to voicemail after x seconds, while others will do so after y. If it goes to VM, and they aren't the last agent in the rotary pool, then it is their cell VM and it was not detected.

I'm sure you've explored this option, but the best bet is to have them use WebRTC phones. Lot's of users are using their personal laptops and Chrome with the WebRTC phone and a headset.

Maybe you can get some groups moved over and change the other groups to broadcast. Also, if you have a ton of groups, you could use the API and loop through each group updating the ring type.

Thank you,

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Daniel McLeod
Qsect LLC
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We have the same issue but we have set the group up to broadcast and it only affects users with iphones, Samsung phones connect fine.
When an iphone user attempts to answer it terminates the call on their end and the group continues to broadcast to another available agent.
As we are a government agency we are unable to use a WebRTC phone and headset with remote access.

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Rebecca Smith
AFSA (Australian Financial Security Authority)
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This has been an issue with us for over a year. Working with Genesys we still have not been able to resolve. As you mentioned it looks like everything is connected but the call it self is never connects. On our end it is random, at times it will connect, and at others it will not regardless of carrier or phone brand. We have a group voicemail which helps, but nothing as of yet to resolve.

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Raul Gonzalez
INSPIRUS
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