I don't know the Genesys case number since I can only submit cases via our support partner. A case was opened on 3/5 regarding this. The Genesys engineer also stated that there is no documentation about what that error means. He suggested gathering console and network logs from the Genesys desktop app to help troubleshoot. While I would love to do that, I often have to talk users through getting me a screenshot, let alone capturing those logs and sending them to me. Also, this error is fairly rare. I have seen it twice more in the last 17 days. Once from a different user, then just this morning from the user who originally reported it. I have enabled log capture within Cloud CX for the user that reported it this morning in hopes that it happens to her again today. Maybe we'll get lucky and see something there.
They are both remote users who run the Genesys Desktop App in a Citrix VDI environment and use Media Helper on their own machine to provide the voice channel. Possibly it's something to do with that?
In this morning's recording, I can see that she was nowhere near the Hold button at the times the error popped up, so maybe the Hold button isn't responsible. She was working in an application on her other monitor. The Genesys Desktop App didn't even have the focus at that point.
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Dave Halderman
Business Analyst
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Original Message:
Sent: 03-04-2026 09:15
From: Cameron Tomlin
Subject: Skip to alerting interaction?
Hello Dave,
I recommend opening a support case. This doesnt look like the hold button is behaving as expected. Plus there is no documentation about it. This is an odd behavior.
After you open a support case please feel free to come back here and post your case number so I can track it internally. I would be curious to see what support says.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 03-03-2026 17:57
From: Dave Halderman
Subject: Skip to alerting interaction?
One of our agents reported seeing a message that stated "Skip to alerting interaction" this morning. I was able to see in on her screen recording. I've never seen this message before, and I can't find any mention of it in the Community or Resource Center. Has anyone seen this? What is it? The agent was complaining that she couldn't transfer the current interaction while that message was on her screen.
I don't see that she received any other interactions of any kind at the time when she saw this on her screen. I saw it twice. Both times, it looked like she may have clicked the Hold button on her current interaction just before that message popped up. Any ideas?
#Routing(ACD/IVR)
#System/PlatformAdministration
#Other
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Dave Halderman
Business Analyst
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