Genesys Cloud - Main

Hello folks, 

We have auto answer enabled for all of the agents but for some of them they get Alerted for 30s for an incoming call via queue and then they go into Not Responding status. I am unable to figure out why would this happen? Why it will alert for that long on auto answer configured. Status of those agents when they got call was On Queue. After looking at the timeline details it shows Disconnect type as Client (which per resource center means Genesys Cloud user interface caused the disconnect. For example, an agent clicked End Call during a voice interaction) for that agent but agent can not click on End Call in this situation. 

Has someone run into this situation and were able to figure out an answer? Appreciate any insights anyone can share or possible scenarios when this can happen. 

Thanks! 

#Routing(ACD/IVR)

We are also experiencing this issue, it is sporadic, and a given agent is able to take a call without problem, for the next call it goes into Not Responding and issue goes away and call after that connects without issues.  Auto-answer agents should never go into not responding status.

We are working with support on this, the problem is that they are asking for logs, which of course we don't have since we see the problems after the fact.

If someone encountered this issue and has additional information to share or solution that will be really appreciated.

Thanks

------------------------------
Luis Fajardo
Life Extension
------------------------------

Assuming that you're using WebRTC devices, i would first make sure that the agents aren't closing out or minimizing that window. I've seen this behavior when agents to that. Also, if auto answer isn't working for digital interaction types, that is set at the queue level so you will need to enable it there to stop that behavior. 

Maybe you're already steps ahead of these options but wanted to point them out, as it may be a simple fix!

------------------------------
Izeck McRae
The Church of Jesus Christ of Latter-day Saints
------------------------------

Original Message:
Sent: 05-31-2024 09:46
From: Luis Fajardo
Subject: User into Not Responding despite Auto Ans enabled

We are also experiencing this issue, it is sporadic, and a given agent is able to take a call without problem, for the next call it goes into Not Responding and issue goes away and call after that connects without issues.  Auto-answer agents should never go into not responding status.

We are working with support on this, the problem is that they are asking for logs, which of course we don't have since we see the problems after the fact.

If someone encountered this issue and has additional information to share or solution that will be really appreciated.

Thanks

------------------------------
Luis Fajardo
Life Extension
------------------------------

I've seen this issue with one of our agents who was working from home.  We came to find out that they were using a Mobile Hot Spot for their internet so the slow internet appeared to be causing this issue.  

------------------------------
Deanna Bishop
Hewlett-Packard Enterprise
------------------------------

Original Message:
Sent: 05-31-2024 09:55
From: Izeck McRae
Subject: User into Not Responding despite Auto Ans enabled

Assuming that you're using WebRTC devices, i would first make sure that the agents aren't closing out or minimizing that window. I've seen this behavior when agents to that. Also, if auto answer isn't working for digital interaction types, that is set at the queue level so you will need to enable it there to stop that behavior. 

Maybe you're already steps ahead of these options but wanted to point them out, as it may be a simple fix!

------------------------------
Izeck McRae
The Church of Jesus Christ of Latter-day Saints
------------------------------


Original Message:
Sent: 05-31-2024 09:46
From: Luis Fajardo
Subject: User into Not Responding despite Auto Ans enabled

We are also experiencing this issue, it is sporadic, and a given agent is able to take a call without problem, for the next call it goes into Not Responding and issue goes away and call after that connects without issues.  Auto-answer agents should never go into not responding status.

We are working with support on this, the problem is that they are asking for logs, which of course we don't have since we see the problems after the fact.

If someone encountered this issue and has additional information to share or solution that will be really appreciated.

Thanks

------------------------------
Luis Fajardo
Life Extension

We're having the same issue. Our program is on on USE2 (FedRAMP), use the integrated softphone in Salesforce, and all staff work from home so there are a few confounding factors. 

so far, recommendation from Genesys support has been to try enabling persistent connection. Our most effected users have been on that for about a week and I'm not seeing a significant improvement yet.

------------------------------
Roberta Wermer
Cognosante Holdings, LLC
------------------------------

We have been experiencing this too. Have you found a solution or an answer as to why this is happening?

Thank you!

------------------------------
Dianne
------------------------------

No exact solution determined yet, but for us it was mostly due to internet connectivity/speed for those agents. 

------------------------------
suyog gupta
Principal Management Engineer
------------------------------

Original Message:
Sent: 05-08-2025 08:37
From: Dianne Gabriel
Subject: User into Not Responding despite Auto Ans enabled

We have been experiencing this too. Have you found a solution or an answer as to why this is happening?

Thank you!

------------------------------
Dianne
------------------------------

Hi everyone,

We've been experiencing a lot of similar issues in our implementations across various regions and with different types of setups, such as BYOC Cloud trunks and Premises Edges. This has been both frustrating and problematic.

Like you, we've opened cases and worked through them, but without a conclusive resolution. We've been told it's either a "problem with reaching DNS," a "client issue," or simply that "everything appears normal." At one point, support even suggested using a time machine to revert to the previous version, but unfortunately, that didn't help.

It seems like a systemic issue with how the client handles calls globally, as it's occurring across different regions and deployment models.

I wish I could say the problems are resolved and no longer recurring, but that's not the case. I'm sharing my experience in the hope that someone will endeavor to make improvements in the product.

------------------------------
Раско Радојевић
Rasko Radojevic
Serbia
------------------------------