Genesys Cloud CX

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  • 1.  Unreported outage?

    NEW MEMBER
    Posted 10 days ago

    Yesterday, 5/23/2023 between the hours of 1-4PM EST one of my organization's divisions had issues answering calls. Supervisors informed team members that they were not answering calls however, these users never got notifications of the calls. The users are remote throughout the USA. 

    I checked Genesys Cloud Status then and now and nothing came up reported. Ang suggestions as to why this issue has occurred? 

     


    #Telephony
    #Unsure/Other

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    Michael Speights
    Stafford Communications Group Inc
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  • 2.  RE: Unreported outage?

    Posted 10 days ago

    We have had a similar issue for almost two weeks. Our users are either not notified, or they cannot click on "answer" before the call is routed to the next agent. Our system is managed by Orange Business Solutions and they are still troubleshooting. 



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    Tracie Wood
    DuPont
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  • 3.  RE: Unreported outage?

    NEW MEMBER
    Posted 9 days ago

    Relieving to hear. I'm opening a ticket with Genesys now - I'm curious how many other organizations are having this issue.

    My team is having the exact same issues - this tends to be on the widget Genesys only.



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    Michael Speights
    Stafford Communications Group Inc
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  • 4.  RE: Unreported outage?

    Posted 9 days ago

    I'm in South East Asia and our agents are having the same issue.  Genesys advised that there is an SDK error which relates to the user browser permission, the user need to check browser permission and ensure they enabled mic, audio and video permission.

    I have amended the users browser permissions and they are still unable to answer calls.



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    Emma Budgen
    Australian Unity Group Services Pty Ltd
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  • 5.  RE: Unreported outage?

    Posted 9 days ago

    hi Emma, if you can, maybe see if someone can check the Chrome webrtc internals information on one of the user's PCs.  It may well also be that there's something that's been introduced that's impacting on the WebRTC negotiation.  Does this happen for user's on their own PCs at home too?



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    Vaun McCarthy
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