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

    Posted yesterday

    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
    Best Answer

    Posted yesterday

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

    Posted 17 hours 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 15 hours 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

    Posted 16 hours 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.



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

    Posted 15 hours 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
    ------------------------------



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

    Posted 4 hours ago
    Edited by Blair Wilkinson 4 hours 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
    ------------------------------



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