Sorry, that was a mistype on my part. I had meant that it bypassed the VPN, not the firewall!
Original Message:
Sent: 06-28-2024 12:46
From: Datta Rajdeep
Subject: Users are not able to answer the calls
Hi Jennifer,
Thanks for the information. Would like to know when you said Genesys not bypassing your firewall , could you please explain more ?
Does that mean your Genesys Traffic is bypassing the firewall and directly going to internet ?
Do you have VPN users ? Is there any split tunnel configured where traffic is directly going to internet ?
Is it possible for you to let me know how the traffic flow is for your case ?
Thanks,
Rajdeep
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Datta Rajdeep
AXA Group Operations SAS
Original Message:
Sent: 06-26-2024 09:05
From: Jennifer DiCesare
Subject: Users are not able to answer the calls
Hi Matt, we used to experience users not being able to answer because they were logged out of the system in mass groups, but not everyone. We suspect it had something to do with Genesys not bypassing our firewall. It may not be your exact issue, but I'm putting it out there just in case it helps.
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Jennifer DiCesare
Esri Canada
Original Message:
Sent: 06-25-2024 11:06
From: Matt Asselin
Subject: Users are not able to answer the calls
We're having this exact issue as well. Doesn't seem to be any set times that we can narrow down. Of our 400 people in queues it's happening to about 5% of them multiple times a day at this point it seems.
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Matt Asselin
4imprint, Inc.
Original Message:
Sent: 06-25-2024 04:33
From: Datta Rajdeep
Subject: Users are not able to answer the calls
Hello Folks,
In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.
> Some time user is getting alert notification without Answer button and that is leading to not responding.
> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.
> When they click on answer , they get Failed to answer the call and get any other error.
Is there any permanent fix for these and what is causing this issues ?
Thanks in Advance,
Rajdeep
#Telephony
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Datta Rajdeep
AXA Group Operations SAS
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