I have been getting a lot of complaints about the agents who are on queue, but they are not getting the ring, and they are being shown as not responding. I am capturing the network logs. I am not sure how to go about this, as this happening to random users and I do not want to keep opening tickets with Genesys on this. How can this be addressed?

Thanks

I have been getting a lot of complaints about the agents who are on queue, but they are not getting the ring, and they are being shown as not responding. I am capturing the network logs. I am not sure how to go about this, as this happening to random users and I do not want to keep opening tickets with Genesys on this. How can this be addressed?

Thanks

#SystemAdministration
#Telephony
#Unsure/Other

------------------------------
John Francis
NA
------------------------------

Hey John,

We've been having this exact issue and it's incredibly tough to capture because it's so sporadic. We can't recreate it on the spot. All of our agents are work at home as well. We thought it was network related at first, but so many people we've monitored have very solid connections and we even have them do a diagnostic check afterward and it's always green. We are bypassing all Genesys traffic via split tunneling.

The best thing we've been able to do so far is enable the Persistent Connection setting on their WebRTC phones and also put them on the desktop app instead of accessing via the chrome app.
It's not perfect, but I'd say both of these things have helped to reduce the problem.

Another thing we believe that is also causing these problems is for whatever reason very randomly Genesys sound settings keep reverting back to "Use Computer Settings" and don't know why. Happens to some people and this will cause the notifications to alert in their headsets instead of their speakers and since they don't have their headset on, they'll miss the call.

------------------------------
Tristen Schwarzenberger
IT Engineer

Original Message:
Sent: 03-18-2025 10:00
From: John Francis
Subject: User is on Queue but shows that the person is not responding

I have been getting a lot of complaints about the agents who are on queue, but they are not getting the ring, and they are being shown as not responding. I am capturing the network logs. I am not sure how to go about this, as this happening to random users and I do not want to keep opening tickets with Genesys on this. How can this be addressed?

Thanks

#SystemAdministration
#Telephony
#Unsure/Other

------------------------------
John Francis
NA
------------------------------

Hey Tristen, 

We have been having this issue on and off for over a year now. I share the sentiment that it is difficult to capture the issue due to the sporadic nature. 

One thing I have noticed is that the majority of users having the issue (not all) will have their WebRTC phone profile reverted back to "Use Computer Settings". Additionally, the profile they were using is also greyed out and unusable even though the actual devices it points to are still connected and working properly. We are in a VPN environment so audio routing can be finicky at times, and if your hardware PC is pointing to a different audio input/output than your VPN or than your Genesys that can cause issues. 

We have figured out a work-around that works 80-90% of time to fix the issue, but it is only a temporary fix as the issue will inevitably pop up again later. I will post the steps for the work-around issue below. Any advice/feedback would be appreciated. 

1. Genesys Calls Tab
2. "Settings" Icon (Little gear at the top)
3. Select the dropdown for "User Computer Settings"
4. Delete all profiles
5. Add New profile. Check the box for "Default Profile" and select your input/output hardware. Save. 
6. "Quit" Genesys by right-clicking the Genesys icon in your Windows toolbar and selecting Quit (Don't just X out of the program, completely quit it)
7. Open Genesys on the web. 
   1. This will often result in the web browser asking for permissions to access your microphone. Click "allow"
8. Double-check the new profile is there, close the browser tab, and then re-open the desktop app. 

This will eventually result in the WebRTC profile reverting back to "Use Computer Settings", causing the same issue. But this does usually correct the problem for a few days/weeks.

Thanks,

Matt Pleus

Hey John,

We've been having this exact issue and it's incredibly tough to capture because it's so sporadic. We can't recreate it on the spot. All of our agents are work at home as well. We thought it was network related at first, but so many people we've monitored have very solid connections and we even have them do a diagnostic check afterward and it's always green. We are bypassing all Genesys traffic via split tunneling.

The best thing we've been able to do so far is enable the Persistent Connection setting on their WebRTC phones and also put them on the desktop app instead of accessing via the chrome app.
It's not perfect, but I'd say both of these things have helped to reduce the problem.

Another thing we believe that is also causing these problems is for whatever reason very randomly Genesys sound settings keep reverting back to "Use Computer Settings" and don't know why. Happens to some people and this will cause the notifications to alert in their headsets instead of their speakers and since they don't have their headset on, they'll miss the call.

------------------------------
Tristen Schwarzenberger
IT Engineer

Original Message:
Sent: 03-18-2025 10:00
From: John Francis
Subject: User is on Queue but shows that the person is not responding

I have been getting a lot of complaints about the agents who are on queue, but they are not getting the ring, and they are being shown as not responding. I am capturing the network logs. I am not sure how to go about this, as this happening to random users and I do not want to keep opening tickets with Genesys on this. How can this be addressed?

Thanks

#SystemAdministration
#Telephony
#Unsure/Other

------------------------------
John Francis
NA
------------------------------

Hey John,

We've been having this exact issue and it's incredibly tough to capture because it's so sporadic. We can't recreate it on the spot. All of our agents are work at home as well. We thought it was network related at first, but so many people we've monitored have very solid connections and we even have them do a diagnostic check afterward and it's always green. We are bypassing all Genesys traffic via split tunneling.

The best thing we've been able to do so far is enable the Persistent Connection setting on their WebRTC phones and also put them on the desktop app instead of accessing via the chrome app.
It's not perfect, but I'd say both of these things have helped to reduce the problem.

Another thing we believe that is also causing these problems is for whatever reason very randomly Genesys sound settings keep reverting back to "Use Computer Settings" and don't know why. Happens to some people and this will cause the notifications to alert in their headsets instead of their speakers and since they don't have their headset on, they'll miss the call.

------------------------------
Tristen Schwarzenberger
IT Engineer

Original Message:
Sent: 03-18-2025 10:00
From: John Francis
Subject: User is on Queue but shows that the person is not responding

I have been getting a lot of complaints about the agents who are on queue, but they are not getting the ring, and they are being shown as not responding. I am capturing the network logs. I am not sure how to go about this, as this happening to random users and I do not want to keep opening tickets with Genesys on this. How can this be addressed?

Thanks

#SystemAdministration
#Telephony
#Unsure/Other

------------------------------
John Francis
NA
------------------------------

As you say, it is often hard to track down especially for agents working at home.

"Network issues" can be wide-ranging. For WAH agents it is always recommended (industry standard) to have them physically connect the computer to the router, not use Wi-Fi.

The data path for Client operations takes a different route across the internet than does WebRTC communications, so sometimes the data signal and WebRTC are not in sync, which leads to a call alert timing out and sending the agent to Not Responding. You can have them run the WebRTC troubleshooter in the client right away to check for issues...though if they are intermittent it may not show anything.

This article has useful info on how to troubleshoot WebRTC problems in various browsers:

https://www.webrtc-developers.com/debugging-webrtc-in-the-browsers/

That is separate from the genesys Cloud troubleshooter and gives you more logging similar to Console and network logs.

Windows Performance Monitor is another tool you can use to gather info over time to see what's happening on the agent's computer...but that requires having a user who has it happen fairly often.

Hey John,

We've been having this exact issue and it's incredibly tough to capture because it's so sporadic. We can't recreate it on the spot. All of our agents are work at home as well. We thought it was network related at first, but so many people we've monitored have very solid connections and we even have them do a diagnostic check afterward and it's always green. We are bypassing all Genesys traffic via split tunneling.

The best thing we've been able to do so far is enable the Persistent Connection setting on their WebRTC phones and also put them on the desktop app instead of accessing via the chrome app.
It's not perfect, but I'd say both of these things have helped to reduce the problem.

Another thing we believe that is also causing these problems is for whatever reason very randomly Genesys sound settings keep reverting back to "Use Computer Settings" and don't know why. Happens to some people and this will cause the notifications to alert in their headsets instead of their speakers and since they don't have their headset on, they'll miss the call.

------------------------------
Tristen Schwarzenberger
IT Engineer

Original Message:
Sent: 03-18-2025 10:00
From: John Francis
Subject: User is on Queue but shows that the person is not responding

I have been getting a lot of complaints about the agents who are on queue, but they are not getting the ring, and they are being shown as not responding. I am capturing the network logs. I am not sure how to go about this, as this happening to random users and I do not want to keep opening tickets with Genesys on this. How can this be addressed?

Thanks

#SystemAdministration
#Telephony
#Unsure/Other

------------------------------
John Francis
NA
------------------------------

I have been getting a lot of complaints about the agents who are on queue, but they are not getting the ring, and they are being shown as not responding. I am capturing the network logs. I am not sure how to go about this, as this happening to random users and I do not want to keep opening tickets with Genesys on this. How can this be addressed?

Thanks