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  • 1.  Sincronize time display between Yealink unmanaged phone and BYOC Genesys Cloud Premises

    Posted 08-09-2023 07:00
    No replies, thread closed.

    Hi Folks!!

    Recently we have implemented  new Yealink Phones to work with Genesys CLoud Premise.

    Everythig works fine, with all the interactions, but as soon as we drop an inbound interaction (drop by agent or customer, doesn't matter), the display into the Yealink phone still shows the time counting...like the call was not finished (when in fact it was)

    I tried with a parameter into the Base Settings, called: 

    Message Waiting Indicator (MWI)


    But the issue still ocurrs...

    Does anybody experienced the same? any help would be much appreciated.
    Thanks in advance!


    #SIP/VolP
    #Telephony

    ------------------------------
    David Fradejas Tomás
    Sabio Ibérica, S.A.
    ------------------------------


  • 2.  RE: Sincronize time display between Yealink unmanaged phone and BYOC Genesys Cloud Premises

    Posted 08-19-2023 18:23
    No replies, thread closed.

    The MWI should only be a factor in voicemails, not calls.  On May 24, Genesys released this improvement:

    Genesys Cloud improved the reliability of Message Waiting Indicator (MWI) behavior for managed hardware phones. This improvement removes the Unsolicited NOTIFY option, which simplifies the MWI setting. For organizations with hardware phones that are configured to use the Unsolicited NOTIFY option, the setting migrates to an enabled state automatically. For more information, see Configure the Message Waiting Indicator setting. This feature has no restriction by user or required user to access.

    I am guessing the Yealink phone may not be looking for the Notify option. I would also try to get logs from the phone in debug mode so you can see if the phone is actually getting the information needed to drop the call.  Also, does this happen if you hang up the phone physically instead of through the interface or on call drop?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Sincronize time display between Yealink unmanaged phone and BYOC Genesys Cloud Premises

    Posted 08-20-2023 02:37
    No replies, thread closed.

    Hi Robert!!

    First of all, thanks for your answer.

    Regarding your question, if we hung ip the phone physically, the display show the call dropped correctly.

    When you say: 

    I would also try to get logs from the phone in debug mode so you can see if the phone is actually getting the information needed to drop the call

    What kind of information I should look for? You mean into SIP messages of NOTIFY Option??

    Thanks in advance!

    Best regards.

    David.



    ------------------------------
    David Fradejas Tomás
    Sabio Ibérica, S.A.
    ------------------------------

    Original Message


  • 4.  RE: Sincronize time display between Yealink unmanaged phone and BYOC Genesys Cloud Premises

    Posted 08-20-2023 15:49
    No replies, thread closed.

    Avoid the MWI route - that should only be if you have troubles with message waiting lights and voicemail.  Look for presentation to the phone of a BYE message from Genesys Cloud and an ACK from the phone in the SIP logs.  Check the event logs to see if it is stopping the clock and audio stream on the phone.  Basically, it sounds like the phone is not receiving a proper BYE.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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