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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 20 days 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

    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------


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

    Posted 20 days 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. 



    ------------------------------
    Pankaj Jha
    -
    ------------------------------



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

    Posted 19 days ago
    @Pankaj Jha Many thanks for your feedback, much appreciated.
    The customer had already carried out all the necessary checks on their side, including network and firewall validations.
    However, I will make sure to share this information with them as well.


    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 19 days ago
    The customer just confirmed that these points had already been checked on their side, and that no changes or planned (or unplanned) activities took place during the impacted time window. 🙁
    That's really strange... 🤨


    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 19 days ago

    Hi @Catherine DUPIRE

    If all agents were going to Not Responding during the same period, across both on-site and remote workstations, I would investigate it from both sides: local environment and Genesys.

    "Not Responding" usually means the interaction was offered to the agent, but it was not answered within the alerting timeout. If it happened to everyone, I would ask the local IT/network team to validate anything that could affect the alerting or answer process, such as firewall/proxy behavior, DNS, ISP issues, VPN, endpoint security, browser policies, WebRTC/station connectivity, and any changes applied that day.

    It would also be useful to compare:

    • Agents using different networks

    • Remote vs on-site users

    • Browser console/network behavior during the issue

    • Station/phone registration status

    • Any local security or network events around 9:30 AM

    Since the issue resolved the next day without any visible change, it may be difficult to identify only from the UI. If the local checks do not show anything clear, I would open a Genesys Customer Care case with sample conversation IDs, timestamps, affected queues, agent IDs, phone/station type, and any local findings.

    I would not assume it was only a Genesys issue or only a customer-side issue. With this kind of symptom, I think the best path is to correlate local network/endpoint information with Genesys backend investigation.



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------



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

    Posted 15 days ago

    Hi @Arthur Pereira Reinoldes

    Thanks - fully aligned with your analysis. Both local and Genesys sides were checked, but no root cause identified despite detailed investigation. We'll reinforce the correlation approach if it happens again.


    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 19 days ago

    My main question is...did you open a Priority 1/Code Red Support case when it happened?



    ------------------------------
    George Ganahl, Orchestrator Maestro
    Technical Adoption Champion
    Genesys
    ------------------------------



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

    Posted 17 days ago

    @George Ganahl hello. 

    Yes, of course. They analyzed the logs and concluded the following:
    *"Our backend logs show the edge tried to connect to the agent's station but failed because permission for the Genesys Cloud application to access the microphone was not granted. Please refer to the attached file 'Permission.png'.

    In this case, I recommend reviewing the agent's settings to ensure that permission is granted to the Genesys Cloud application.

    You can refer to the article below for more information."*

    Obviously, this explanation was not satisfactory since all agents were affected at the same time without any action being taken.

    The subsequent analysis led to the following conclusion:
    *"For the interaction provided, our logs point to this one error message regarding permission to the Genesys Cloud application.

    Perhaps permission was granted earlier and then removed."*

    Eventually, the day passed, and everything was working fine again the next day. The ticket was then closed.

    No explanation was found. 



    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 17 days ago

    Sounds like a browser or policy update on the client side to me if the permission was granted before.

    Cheers, Thomas



    ------------------------------
    KERZNER Thomas
    ------------------------------

    Original Message


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

    Posted 17 days ago

    Yes, that's what I am thinking...especially since it hit everyone.

    That microphone problem should have shown up right away if the WenRTC test was run from the agent's client, though.

    If they were running the Web UI or Desktop app you could have turned on the remote console log gathering option and should have been able to see it there, for future reference.



    ------------------------------
    George Ganahl, Orchestrator Maestro
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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

    Posted 15 days ago

    Hi @Thomas Kerzner 

    Good point - a browser/policy update would fit with the global impact. No change was identified on their side, but we'll definitely keep this in mind if it happens again. Thanks!


    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 19 days ago
    Edited by Blair Wilkinson 19 days ago

    Hello Catherine

    Given that no platform issues showing for Dublin in May and your other customers were fine points to end-user environment issue.

    Are they using Zscaler, Netskope or similar proxy service? If so you would want to check on that angle...  

    Did the end-users run Genesys WebRTC diagnostics on client to see any breaks showing? Also did they switch to back-up remote phones (such as mobiles) to see if could continue service that way? 

    In this situation end-users can try:

    • run local WebRTC diagnostics to check for errors
    • update browser version
    • clear browser cache
    • shutdown and restart computer
    • switch to remote phone



    ------------------------------
    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
    ------------------------------



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

    Posted 15 days ago

    Hi @Blair Wilkinson

    Thanks for the suggestions. It does point to an end-user environment issue, even if nothing obvious was found. We'll definitely include WebRTC diagnostics and fallback options in our troubleshooting going forward.



    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 16 days ago

    Hi Catherine, do you use persistent connection for webRTC soft phone? We are (intermittently) having a similar issue, albeit hitting individual agents so much lower impact.

    From what I understand, the persistent connection is failing causing the not responding alert. Have a ticket open with Genesys to understand further. One thing they advised was to run the WebRTC diagnostics app: https://help.genesys.cloud/articles/run-the-standalone-genesys-cloud-webrtc-diagnostics-app/

    However, with our issue it's tricky to catch as resolves within minutes rather than hours like yours did. Current suspicion is an unstable network connection.

    Check the logs for agentPersistentConnectionFailures



    ------------------------------
    Kieran Exley
    Senior Unified Communications Services Specialist
    ------------------------------



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

    Posted 15 days ago

    Hi @Kieran Exley 

    Thanks a lot for sharing your experience, that's very helpful.
    The hypothesis around persistent WebRTC connection instability makes sense, especially given the simultaneous impact on all agents and the spontaneous recovery the next day.

    At this stage the issue is no longer active, so we're limited in terms of logs and diagnostics, but this gives us clear angles to monitor if it happens again.

    Thanks again for taking the time to reply.



    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 15 days ago

    @Catherine DUPIRE Can you message me with the org name and region? I am curious to take a look at the back end logs myself.



    ------------------------------
    George Ganahl, Orchestrator Maestro
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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

    Posted 14 days ago

    @George Ganahl I have just sent you a message with the informations ;-) 



    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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

    Posted 14 days ago

    Got it. Thanks!



    ------------------------------
    George Ganahl, Orchestrator Maestro
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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