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  • 1.  Unable to answer calls

    Posted 12-12-2019 05:01
    No replies, thread closed.
    Hi,

    We have an issue in our Pure Cloud environment and maybe you guys can help us. We are using WebRTC affected is Desktop app and Browser.
    When a call comes in the agents are unable to answer the call because the answer Button is missing and the Call jumps to the next agent within seconds. Changing the alert timeout has no effect. If we try to do internal call, the Caller get the error message: 

    "The station could not be reached. This could be due to network connectivity issues or having multiple active sessions. If using a separate application to place calls, be sure to to enable the "Placing calls with another app" toggle under your phone settings."

    The edge Servers are both online and configured, we have a WebRTC Trunk configured. STUN TURN and ICE Ports configured as well. 
    Does anybody have an idea why this happens?

    Thanks

    Rafael


    #SIP/VolP
    #Telephony
    #Unsure/Other

    ------------------------------
    Rafael Kaufmann
    NTT Germany AG & Co. KG
    ------------------------------


  • 2.  RE: Unable to answer calls

    Posted 12-12-2019 05:49
    Edited by Paulo Mesquita do not use 12-12-2019 05:53
    No replies, thread closed.
    Was it during the maintenance in your region?

    https://status.mypurecloud.com/incidents/326hmxnx7tjb

    Also, a new Desktop App version was released today.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 3.  RE: Unable to answer calls

    Posted 12-12-2019 06:09
    No replies, thread closed.
    Hi Paulo,

    Thanks for your fast answer. We have the problem since yesterday morning. We installed the edge Servers yesterday in Poland, so we have the problem since the beginning. The issue is still persistent.

    ------------------------------
    Rafael Kaufmann
    NTT Germany AG & Co. KG
    ------------------------------

    Original Message


  • 4.  RE: Unable to answer calls

    Posted 03-04-2024 11:13
    No replies, thread closed.

    Hi guys,

    How do you solved this? Same issue here.

    Best regards,



    ------------------------------
    Nuno Paulo
    ------------------------------



  • 5.  RE: Unable to answer calls

    Posted 03-05-2024 10:12
    No replies, thread closed.

    Hi Rafael,

     Sorry to hear you're having issues! I would recommend reading through this thread:

    https://community.genesys.com/discussion/agents-unable-to-pick-up-calls#bm9c73c006-42e2-410a-9206-018dc2842019

    We've experienced both the answer button being missing and simply not responsive. We had a ticket open with Genesys for either 6 of 8 months before giving up, like many in the thread linked above. We still battle this issue, but we're trying the Global Media Fabric settings since it's release to see if that resolves anything. Best of luck! 



    ------------------------------
    Cori
    Telecommunications Engineer
    ------------------------------



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