Genesys Cloud - Main

Sounds like the phone is not sending back to GCx the ACK after picking up.  Is there a reason the phone is not set to auto-answer so they can just hit pickup in the client?  That would keep it from happening.  There is very little chance of catching this and finding out what may be causing as you have a phone going over the internet into a cloud edge device and then into GCx telephony microservices while the client is connected through the https gateway - entirely different paths.  The other option is to turn off the client ringing.   

Robert,

Thanks for your response! Our contact center agent is set to "auto-answer" so they are not reporting any "ringing" issues. But our sales agent does not have "auto-answer" which we we like to keep on. Do you happen to know if we can disable the interaction UI from ringing? and have the phone ring only?

I saw this article for salesforce, https://help.mypurecloud.com/articles/ringing-issues-for-alerting-interactions/ 

Thanks,

Sounds like the phone is not sending back to GCx the ACK after picking up.  Is there a reason the phone is not set to auto-answer so they can just hit pickup in the client?  That would keep it from happening.  There is very little chance of catching this and finding out what may be causing as you have a phone going over the internet into a cloud edge device and then into GCx telephony microservices while the client is connected through the https gateway - entirely different paths.  The other option is to turn off the client ringing.   

Under user preferences in the client:

Robert,

Thanks for your response! Our contact center agent is set to "auto-answer" so they are not reporting any "ringing" issues. But our sales agent does not have "auto-answer" which we we like to keep on. Do you happen to know if we can disable the interaction UI from ringing? and have the phone ring only?

I saw this article for salesforce, https://help.mypurecloud.com/articles/ringing-issues-for-alerting-interactions/ 

Thanks,

Sounds like the phone is not sending back to GCx the ACK after picking up.  Is there a reason the phone is not set to auto-answer so they can just hit pickup in the client?  That would keep it from happening.  There is very little chance of catching this and finding out what may be causing as you have a phone going over the internet into a cloud edge device and then into GCx telephony microservices while the client is connected through the https gateway - entirely different paths.  The other option is to turn off the client ringing.   

I have the same volume setting setup, still hear a ring on my pc.

Under user preferences in the client:

Robert,

Thanks for your response! Our contact center agent is set to "auto-answer" so they are not reporting any "ringing" issues. But our sales agent does not have "auto-answer" which we we like to keep on. Do you happen to know if we can disable the interaction UI from ringing? and have the phone ring only?

I saw this article for salesforce, https://help.mypurecloud.com/articles/ringing-issues-for-alerting-interactions/ 

Thanks,

Sounds like the phone is not sending back to GCx the ACK after picking up.  Is there a reason the phone is not set to auto-answer so they can just hit pickup in the client?  That would keep it from happening.  There is very little chance of catching this and finding out what may be causing as you have a phone going over the internet into a cloud edge device and then into GCx telephony microservices while the client is connected through the https gateway - entirely different paths.  The other option is to turn off the client ringing.   

My picture was just showing you.  Change the top one to 0 (all the way to left)

I have the same volume setting setup, still hear a ring on my pc.

Under user preferences in the client:

Robert,

Thanks for your response! Our contact center agent is set to "auto-answer" so they are not reporting any "ringing" issues. But our sales agent does not have "auto-answer" which we we like to keep on. Do you happen to know if we can disable the interaction UI from ringing? and have the phone ring only?

I saw this article for salesforce, https://help.mypurecloud.com/articles/ringing-issues-for-alerting-interactions/ 

Thanks,

Sounds like the phone is not sending back to GCx the ACK after picking up.  Is there a reason the phone is not set to auto-answer so they can just hit pickup in the client?  That would keep it from happening.  There is very little chance of catching this and finding out what may be causing as you have a phone going over the internet into a cloud edge device and then into GCx telephony microservices while the client is connected through the https gateway - entirely different paths.  The other option is to turn off the client ringing.   

Phi,

When did you begin to see this behavior ?  Recently ?

We are seeing a similar issue with SFDC Widget / Genesys Cloud UI.

Agent keeps hearing the audible ringing thru the active / answered conversation.

thanks

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John Korn
Johnson & Johnson Services, Inc.
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