Genesys Cloud - Main

We have been unable to provision new phones that we purchased from Genesys.

Anyone else having an issues provisioning phones?

Summitted a ticket with customer care on the 17th and have not been given any resolution
#SystemAdministration
#Telephony

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN? 

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Hi George,

Thanks for responding, don't think we have ever shared our configuration.

We are Purecloud users with 50 agents using Purecloud 2 user licenses.
We do not have Edge devices on site
Yes our phones are behind a NAT.

Thanks


------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Original Message:
Sent: 06-22-2020 17:34
From: George Ganahl
Subject: Unable to provision new phones

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN?

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Hi Ben,

Does that mean you are using PureCloud Voice?

What make and model phones are you trying to used?
Have you already successfully deployed the same make and model before or are these brand new to your org?

Thanks,
Daniel McLeod

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 06-23-2020 10:52
From: Ben Marthin
Subject: Unable to provision new phones

Hi George,

Thanks for responding, don't think we have ever shared our configuration.

We are Purecloud users with 50 agents using Purecloud 2 user licenses.
We do not have Edge devices on site
Yes our phones are behind a NAT.

Thanks


------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------


Original Message:
Sent: 06-22-2020 17:34
From: George Ganahl
Subject: Unable to provision new phones

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN?

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Daniel,

Yes we are using what they call Genesys Cloud today. We have 35+ VVX 311 Polycom phones that were deployed in June/July 2019. The new phones are the same model.

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Original Message:
Sent: 06-23-2020 12:18
From: Daniel McLeod
Subject: Unable to provision new phones

Hi Ben,

Does that mean you are using PureCloud Voice?

What make and model phones are you trying to used?
Have you already successfully deployed the same make and model before or are these brand new to your org?

Thanks,
Daniel McLeod

------------------------------
Daniel McLeod
Qsect LLC
------------------------------


Original Message:
Sent: 06-23-2020 10:52
From: Ben Marthin
Subject: Unable to provision new phones

Hi George,

Thanks for responding, don't think we have ever shared our configuration.

We are Purecloud users with 50 agents using Purecloud 2 user licenses.
We do not have Edge devices on site
Yes our phones are behind a NAT.

Thanks


------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019


Original Message:
Sent: 06-22-2020 17:34
From: George Ganahl
Subject: Unable to provision new phones

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN?

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Thee are instructions specifically for phones behind NAT, enabling Far End NAT Traversal (FENT):

https://help.mypurecloud.com/articles/enable-fent/

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 06-23-2020 10:52
From: Ben Marthin
Subject: Unable to provision new phones

Hi George,

Thanks for responding, don't think we have ever shared our configuration.

We are Purecloud users with 50 agents using Purecloud 2 user licenses.
We do not have Edge devices on site
Yes our phones are behind a NAT.

Thanks


------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------


Original Message:
Sent: 06-22-2020 17:34
From: George Ganahl
Subject: Unable to provision new phones

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN?

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

We are also using PureCloud Voice and had the same issue which also began  6/17..  I guess 6/17 there was a new PureCloud update..  We also opened a Care ticket..  Seems like the PureCloud edges were recycled on the weekend, and magically we were able to provision the phones..  We also purchased the Phone from Genesys..  There are Polycom VVX350 phones.. I would suggest, you attempt to perform a factory reset and see that resolves the issues

------------------------------
shalom benzaquen
Anthem, Inc.
------------------------------

Original Message:
Sent: 06-23-2020 16:07
From: George Ganahl
Subject: Unable to provision new phones

Thee are instructions specifically for phones behind NAT, enabling Far End NAT Traversal (FENT):

https://help.mypurecloud.com/articles/enable-fent/

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 06-23-2020 10:52
From: Ben Marthin
Subject: Unable to provision new phones

Hi George,

Thanks for responding, don't think we have ever shared our configuration.

We are Purecloud users with 50 agents using Purecloud 2 user licenses.
We do not have Edge devices on site
Yes our phones are behind a NAT.

Thanks


------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019


Original Message:
Sent: 06-22-2020 17:34
From: George Ganahl
Subject: Unable to provision new phones

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN?

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Thanks for the suggestion Shalom. This did not work for us :(

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Original Message:
Sent: 06-24-2020 08:04
From: shalom benzaquen
Subject: Unable to provision new phones

We are also using PureCloud Voice and had the same issue which also began  6/17..  I guess 6/17 there was a new PureCloud update..  We also opened a Care ticket..  Seems like the PureCloud edges were recycled on the weekend, and magically we were able to provision the phones..  We also purchased the Phone from Genesys..  There are Polycom VVX350 phones.. I would suggest, you attempt to perform a factory reset and see that resolves the issues

------------------------------
shalom benzaquen
Anthem, Inc.
------------------------------


Original Message:
Sent: 06-23-2020 16:07
From: George Ganahl
Subject: Unable to provision new phones

Thee are instructions specifically for phones behind NAT, enabling Far End NAT Traversal (FENT):

https://help.mypurecloud.com/articles/enable-fent/

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys


Original Message:
Sent: 06-23-2020 10:52
From: Ben Marthin
Subject: Unable to provision new phones

Hi George,

Thanks for responding, don't think we have ever shared our configuration.

We are Purecloud users with 50 agents using Purecloud 2 user licenses.
We do not have Edge devices on site
Yes our phones are behind a NAT.

Thanks


------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019


Original Message:
Sent: 06-22-2020 17:34
From: George Ganahl
Subject: Unable to provision new phones

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN?

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

I wonder what type of phone are you using..  Believe it or not the Genesys Audiocode 420HD phone is not compatible with PureCloud Voice..  We have to go with the Polycom phone..

------------------------------
shalom benzaquen
Anthem, Inc.
------------------------------

Original Message:
Sent: 06-24-2020 12:26
From: Ben Marthin
Subject: Unable to provision new phones

Thanks for the suggestion Shalom. This did not work for us :(

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------


Original Message:
Sent: 06-24-2020 08:04
From: shalom benzaquen
Subject: Unable to provision new phones

We are also using PureCloud Voice and had the same issue which also began  6/17..  I guess 6/17 there was a new PureCloud update..  We also opened a Care ticket..  Seems like the PureCloud edges were recycled on the weekend, and magically we were able to provision the phones..  We also purchased the Phone from Genesys..  There are Polycom VVX350 phones.. I would suggest, you attempt to perform a factory reset and see that resolves the issues

------------------------------
shalom benzaquen
Anthem, Inc.


Original Message:
Sent: 06-23-2020 16:07
From: George Ganahl
Subject: Unable to provision new phones

Thee are instructions specifically for phones behind NAT, enabling Far End NAT Traversal (FENT):

https://help.mypurecloud.com/articles/enable-fent/

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys


Original Message:
Sent: 06-23-2020 10:52
From: Ben Marthin
Subject: Unable to provision new phones

Hi George,

Thanks for responding, don't think we have ever shared our configuration.

We are Purecloud users with 50 agents using Purecloud 2 user licenses.
We do not have Edge devices on site
Yes our phones are behind a NAT.

Thanks


------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019


Original Message:
Sent: 06-22-2020 17:34
From: George Ganahl
Subject: Unable to provision new phones

I can't remember your configuration, Ben (if I ever knew).

What is your deployment? PureCloud Voice with edges in the AWS cloud? Or BYOC with edges in the cloud?

Or, do you have local edges on premises?

Also, where are the phones...if you have on-premises edges, are the phones on the same LAN?

If edges are in the cloud, are the phones behind NAT?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

We finally have got some traction on this issue with customer care. They have indicated the issue is with Genesys and they have log files to review to work towards a resolution.

Thanks for the suggestions.

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

We have encountered this issue with a couple of customer sites (both in US West, don't seem to have the issue with US East).  If the Polycom VVX is at firmware 5.9.7.26508 it seems to get stuck in a boot loop, unable to "upgrade" to the Genesys supported 5.9.3.2857 version.  If the phone has any other version of firmware, it is able to install the 5.9.3.2857 version just fine.  We have a care case open.  In the mean time, we've been able to work around this issue by first setting the phones to provision against a different source (local TFTP with a different firmware version, or Polycom provisioning URL) to get a different version of firmware on the phone, then reset and point back to US West for provisioning.



------------------------------
Mike Steinke
Inflow Communications
------------------------------

Original Message:
Sent: 06-24-2020 13:25
From: Ben Marthin
Subject: Unable to provision new phones

We finally have got some traction on this issue with customer care. They have indicated the issue is with Genesys and they have log files to review to work towards a resolution.

Thanks for the suggestions.

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------