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unable to answer incoming calls / Inbound calls stuck on "Not Responding" for all agents (Dublin region) – May 27

  • 1.  unable to answer incoming calls / Inbound calls stuck on "Not Responding" for all agents (Dublin region) – May 27

    Posted 3 hours ago

    Hello,

    My client (hosted in the Dublin region) experienced a major issue on May 27.

    The day started normally at 8:30 AM, but from 9:30 AM onwards, all agents were unable to answer calls. All incoming calls were systematically marked as "Not Responding".

    This impacted all agents and all workstations, both on-site and remote, for the entire day.

    Several checks were performed (network, firewall, proxy, workstation, updates, etc.), but nothing abnormal was identified.

    The issue resolved itself the next day without any changes on their side.

    I have not seen any Genesys communication about this, and none of my other clients seem to have been impacted.

    Has anyone experienced a similar issue or has any explanation?

    Thanks in advance for your feedback.

    Catherine 

    #NotResponding #incident #inboundcalls #Telephony #CallRouting #Voice 


    #Omni-ChannelDesktop/UserInterface
    #System/PlatformAdministration
    #Telephony

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    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
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  • 2.  RE: unable to answer incoming calls / Inbound calls stuck on "Not Responding" for all agents (Dublin region) – May 27

    Posted 2 hours ago

    Hello Catherine, 

    We had faced same issue in past, after checking the all the logs and required Genesys health check we could not get anything. We had validated the network related CR which was saying route change on their side. We had asked to them what did the do on given time, which revealed why issue had happened. Probably, network route change might be in your case too. 



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    Pankaj Jha
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