Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

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.   

Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

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.   

Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

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.   

Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

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.   

Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

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.   

Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

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

------------------------------
John Korn
Johnson & Johnson Services, Inc.

Original Message:
Sent: 02-21-2024 17:12
From: Phi Nguyen
Subject: Ringing from the PC

Hello,

Our current setup we have for our agent is a physical Polycom SoundPoint IP335 with Genesys Cloud.

• When a call comes in, the Polycom and Genesys UI rings the same time to the agent.
• The agent will pick up a call with the IP335 phone and Genesys UI would still keep ringing until the Genesys UI needs to be refreshed.
• This happens randomly to our agents, sounds like Genesys UI either doesn't know when the agent picks up from our Polycom.

Any ideas?

#Telephony

------------------------------
Phi Nguyen
Shield Healthcare
------------------------------