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

Hi Rajdeep,

We had this issue occur yesterday for some of our users.  What day/time did this happen for you?

Jennifer

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

Hi Jennifer,

It's so much random . For us couple of week it will be stable and then couple of week it will start appearing.

Thanks,

Rajdeep

------------------------------
Datta Rajdeep
AXA Group Operations SAS

Original Message:
Sent: 06-25-2024 10:56
From: Jennifer DiCesare
Subject: Users are not able to answer the calls

Hi Rajdeep,

We had this issue occur yesterday for some of our users.  What day/time did this happen for you?

Jennifer

------------------------------
Jennifer DiCesare
Esri Canada

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

------------------------------
Datta Rajdeep
AXA Group Operations SAS
------------------------------

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

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. 

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

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. 

------------------------------
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

------------------------------
Datta Rajdeep
AXA Group Operations SAS
------------------------------

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.

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. 

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

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

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.

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. 

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

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

------------------------------
Datta Rajdeep
AXA Group Operations SAS
------------------------------

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

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

Hi Brian,

Still things are going on without any resolution. At one point from the logs , it appeared like there were some error on backend and as per Genesys those are related to Edge services.

After that we keep sharing the logs but no resolution or fix yet.

Thanks.

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

Does your issue happen while the agent is on a call currently? Our issue happens more when the agent is on the phone. Our issue started around 5/22/24. The issues our team are having sound identical to your issue. We are working with an engineer on Genesys' telephony Team and would like to direct them to your issue, if it is the same.

Hi Brian,

Still things are going on without any resolution. At one point from the logs , it appeared like there were some error on backend and as per Genesys those are related to Edge services.

After that we keep sharing the logs but no resolution or fix yet.

Thanks.

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

We have been experiencing this issue of and on since December of 2023. 

I've spoken with our network and security engineering teams and they've provided two potential solutions to test. One is a firewall change and the other is adding some kind of broader exception to Netskope. 

I will report back here once we are able to test one of these. 

Does your issue happen while the agent is on a call currently? Our issue happens more when the agent is on the phone. Our issue started around 5/22/24. The issues our team are having sound identical to your issue. We are working with an engineer on Genesys' telephony Team and would like to direct them to your issue, if it is the same.

Hi Brian,

Still things are going on without any resolution. At one point from the logs , it appeared like there were some error on backend and as per Genesys those are related to Edge services.

After that we keep sharing the logs but no resolution or fix yet.

Thanks.

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

Hi Matthew,

That's Great ! Are you able to tell us what kind of changes you are planning to make on Firewall ? Also what is Netskope ? is it some kind of proxy server ?

Thanks!

We have been experiencing this issue of and on since December of 2023. 

I've spoken with our network and security engineering teams and they've provided two potential solutions to test. One is a firewall change and the other is adding some kind of broader exception to Netskope. 

I will report back here once we are able to test one of these. 

Does your issue happen while the agent is on a call currently? Our issue happens more when the agent is on the phone. Our issue started around 5/22/24. The issues our team are having sound identical to your issue. We are working with an engineer on Genesys' telephony Team and would like to direct them to your issue, if it is the same.

Hi Brian,

Still things are going on without any resolution. At one point from the logs , it appeared like there were some error on backend and as per Genesys those are related to Edge services.

After that we keep sharing the logs but no resolution or fix yet.

Thanks.

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

Hi, We are experiencing the same issue. 3000+ agents but only affecting 20-30. Different locations, different desktop setup. Different browsers. We've been monitoring closely with Genesys support and our internal network and IT teams. 

We had some success with using the super cache, but this is not a solution and didnt resolve everything. We had some success with reinstalling our CISCO AnyConnect. but again this didnt fix all issues.

We're in limbo now, so would be very interested in firewall settings and other ideas. 

watching this thread closely - Anyone from Genesys on here?

Hi Matthew,

That's Great ! Are you able to tell us what kind of changes you are planning to make on Firewall ? Also what is Netskope ? is it some kind of proxy server ?

Thanks!

We have been experiencing this issue of and on since December of 2023. 

I've spoken with our network and security engineering teams and they've provided two potential solutions to test. One is a firewall change and the other is adding some kind of broader exception to Netskope. 

I will report back here once we are able to test one of these. 

Does your issue happen while the agent is on a call currently? Our issue happens more when the agent is on the phone. Our issue started around 5/22/24. The issues our team are having sound identical to your issue. We are working with an engineer on Genesys' telephony Team and would like to direct them to your issue, if it is the same.

Hi Brian,

Still things are going on without any resolution. At one point from the logs , it appeared like there were some error on backend and as per Genesys those are related to Edge services.

After that we keep sharing the logs but no resolution or fix yet.

Thanks.

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

We have found that our company's IT department forces Chrome to go to sleep after a set period of time, even if we configure the settings to not go to sleep. Because of this, we have been successful in having all our agents use Edge and have prescribed browser settings they need to put in place. What are the different web browsers that you are using?

Hi, We are experiencing the same issue. 3000+ agents but only affecting 20-30. Different locations, different desktop setup. Different browsers. We've been monitoring closely with Genesys support and our internal network and IT teams. 

We had some success with using the super cache, but this is not a solution and didnt resolve everything. We had some success with reinstalling our CISCO AnyConnect. but again this didnt fix all issues.

We're in limbo now, so would be very interested in firewall settings and other ideas. 

watching this thread closely - Anyone from Genesys on here?

Hi Matthew,

That's Great ! Are you able to tell us what kind of changes you are planning to make on Firewall ? Also what is Netskope ? is it some kind of proxy server ?

Thanks!

We have been experiencing this issue of and on since December of 2023. 

I've spoken with our network and security engineering teams and they've provided two potential solutions to test. One is a firewall change and the other is adding some kind of broader exception to Netskope. 

I will report back here once we are able to test one of these. 

Does your issue happen while the agent is on a call currently? Our issue happens more when the agent is on the phone. Our issue started around 5/22/24. The issues our team are having sound identical to your issue. We are working with an engineer on Genesys' telephony Team and would like to direct them to your issue, if it is the same.

Hi Brian,

Still things are going on without any resolution. At one point from the logs , it appeared like there were some error on backend and as per Genesys those are related to Edge services.

After that we keep sharing the logs but no resolution or fix yet.

Thanks.

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

We have been experiencing this issue of and on since December of 2023. 

I've spoken with our network and security engineering teams and they've provided two potential solutions to test. One is a firewall change and the other is adding some kind of broader exception to Netskope. 

I will report back here once we are able to test one of these. 

Does your issue happen while the agent is on a call currently? Our issue happens more when the agent is on the phone. Our issue started around 5/22/24. The issues our team are having sound identical to your issue. We are working with an engineer on Genesys' telephony Team and would like to direct them to your issue, if it is the same.

Hi Brian,

Still things are going on without any resolution. At one point from the logs , it appeared like there were some error on backend and as per Genesys those are related to Edge services.

After that we keep sharing the logs but no resolution or fix yet.

Thanks.

We are having a similar issue. This seems to happen when our agents are currently on the phone and attempt to answer a second call or dial out. Did find a fix for this issue?

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

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

Run into this issue all the time as well. If the agents clear cookies and cache on their browser and then restart, it works about 95% of the time. 

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

Hi Tracie,

Does this work for the Genesys Desktop application? Or are your agents only using the web browser version of Genesys?

Thanks,

Matt

Run into this issue all the time as well. If the agents clear cookies and cache on their browser and then restart, it works about 95% of the time. 

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

Hi Matt: This seems to happen more in the web browser version. Our agents have been migrating to the desktop application and the problems have slowed down, but still can be an issue sometimes. With the desktop version, I usually advise the agents to start a fresh session of Global Protect. 

Hi Tracie,

Does this work for the Genesys Desktop application? Or are your agents only using the web browser version of Genesys?

Thanks,

Matt

Run into this issue all the time as well. If the agents clear cookies and cache on their browser and then restart, it works about 95% of the time. 

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

We have the same issue that only affects a subset of users.  We've tried a lot of different things, like updating sleep settings, configuring persistent connections, etc.  So far nothing has worked to fully resolve this.  I'm interested to hear if the firewall change works. 

Hi Matt: This seems to happen more in the web browser version. Our agents have been migrating to the desktop application and the problems have slowed down, but still can be an issue sometimes. With the desktop version, I usually advise the agents to start a fresh session of Global Protect. 

Hi Tracie,

Does this work for the Genesys Desktop application? Or are your agents only using the web browser version of Genesys?

Thanks,

Matt

Run into this issue all the time as well. If the agents clear cookies and cache on their browser and then restart, it works about 95% of the time. 

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

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

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

We rolled out a new team of 6 and have been experiencing this issue with only 1 of the agents as well. Uploaded a multitude of Console/Network logs just to be told there's nothing there. Any direct calls or transfers to the agent work just fine, but ACD has been a problem. Hope someone gets a provided solution soon.

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

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

Hi everyone,

We have unfortunately been dealing with this issues for years and tried an awful lot, but we could mitigate it to some extent and things also start moving more on Genesys side.

I'll give you a brief summary of what I know is coming and what you can try to reduce the issue.

Coming soon on Genesys side:

• Establish persistent connection when agent goes on queue (https://genesyscloud.ideas.aha.io/ideas/TEL-I-446)
• Graceful media stream recovery for WebRTC calls (https://genesyscloud.ideas.aha.io/ideas/TEL-I-428)
• New hybrid-pings for client websocket connections: this should help keep alive the connection to the cloud. GA should be soon, but no date has been given. There is no idea in the lab for this one, so I guess it will be communicated through the media-tier release. 

Until these features are released, here is a list of what helped us most to reduce the issue so far:

• Ensure you have the persistent connection enabled for WebRTC and increase the timeout time (3600 sec in our case).
• Increase the voice alerting timeout for your queues if you can. We set it to minimum 20 seconds.
• Use auto-answer. The agents will still sometimes be put on alert-no answer, but this measure drastically reduced the occurence of the issue for us. 
• In the Edge browser settings, ensure the cookies and cache will be cleared, when the user close Edge at the end of the shift. 

On a more technical side, besides checking the networks, ports and firewall, you can also check:

• If in your call flow you have data action calling another system, like a CTI, ensure the call time is only set to a few seconds.
• If there is any old telephony setup in Genesys, like Sites or Trunks which are not in used but left for transition. If you have such things, ensure to remove them.

One more thing, the performance of the computers in general also plays a big role.

Hopefully this helps some of you!

Vanessa

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

Hi everyone,

We have unfortunately been dealing with this issues for years and tried an awful lot, but we could mitigate it to some extent and things also start moving more on Genesys side.

I'll give you a brief summary of what I know is coming and what you can try to reduce the issue.

Coming soon on Genesys side:

• Establish persistent connection when agent goes on queue (https://genesyscloud.ideas.aha.io/ideas/TEL-I-446)
• Graceful media stream recovery for WebRTC calls (https://genesyscloud.ideas.aha.io/ideas/TEL-I-428)
• New hybrid-pings for client websocket connections: this should help keep alive the connection to the cloud. GA should be soon, but no date has been given. There is no idea in the lab for this one, so I guess it will be communicated through the media-tier release. 

Until these features are released, here is a list of what helped us most to reduce the issue so far:

• Ensure you have the persistent connection enabled for WebRTC and increase the timeout time (3600 sec in our case).
• Increase the voice alerting timeout for your queues if you can. We set it to minimum 20 seconds.
• Use auto-answer. The agents will still sometimes be put on alert-no answer, but this measure drastically reduced the occurence of the issue for us. 
• In the Edge browser settings, ensure the cookies and cache will be cleared, when the user close Edge at the end of the shift. 

On a more technical side, besides checking the networks, ports and firewall, you can also check:

• If in your call flow you have data action calling another system, like a CTI, ensure the call time is only set to a few seconds.
• If there is any old telephony setup in Genesys, like Sites or Trunks which are not in used but left for transition. If you have such things, ensure to remove them.

One more thing, the performance of the computers in general also plays a big role.

Hopefully this helps some of you!

Vanessa

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

Hi everyone,

We have unfortunately been dealing with this issues for years and tried an awful lot, but we could mitigate it to some extent and things also start moving more on Genesys side.

I'll give you a brief summary of what I know is coming and what you can try to reduce the issue.

Coming soon on Genesys side:

• Establish persistent connection when agent goes on queue (https://genesyscloud.ideas.aha.io/ideas/TEL-I-446)
• Graceful media stream recovery for WebRTC calls (https://genesyscloud.ideas.aha.io/ideas/TEL-I-428)
• New hybrid-pings for client websocket connections: this should help keep alive the connection to the cloud. GA should be soon, but no date has been given. There is no idea in the lab for this one, so I guess it will be communicated through the media-tier release. 

Until these features are released, here is a list of what helped us most to reduce the issue so far:

• Ensure you have the persistent connection enabled for WebRTC and increase the timeout time (3600 sec in our case).
• Increase the voice alerting timeout for your queues if you can. We set it to minimum 20 seconds.
• Use auto-answer. The agents will still sometimes be put on alert-no answer, but this measure drastically reduced the occurence of the issue for us. 
• In the Edge browser settings, ensure the cookies and cache will be cleared, when the user close Edge at the end of the shift. 

On a more technical side, besides checking the networks, ports and firewall, you can also check:

• If in your call flow you have data action calling another system, like a CTI, ensure the call time is only set to a few seconds.
• If there is any old telephony setup in Genesys, like Sites or Trunks which are not in used but left for transition. If you have such things, ensure to remove them.

One more thing, the performance of the computers in general also plays a big role.

Hopefully this helps some of you!

Vanessa

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

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

Our Org has been having similar issues too with some interactions having missing answer buttons or clicking on the answer button but nothing happens. 

Genesys Support so far has said that they believe this is the result of duplicate sessions - we have Genesys integrated into Salesforce, and they have both Salesforce (with the embedded Genesys phone connection) and Genesys open at the same time.  However, I'm not sure if that is the cause as we've had a smattering of reports of this occurring to users who don't use Salesforce, but they are a minority of our population so we haven't been able to get logs for them yet.

For anyone else having these issues, do your reps also have any integrations open at the same time as Genesys?

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

The situation you describe (agent logged into both embedded Salesforce client and standard client at the same time) is documented as possibly causing the problem you describe at:
https://help.mypurecloud.com/faqs/why-do-multiple-concurrent-logins-cause-problems/

That is just one possible cause, since network instability, wi-fi issues, ISP instability/latency, personal firewall issues, and other factors can also cause problems.

Our Org has been having similar issues too with some interactions having missing answer buttons or clicking on the answer button but nothing happens. 

Genesys Support so far has said that they believe this is the result of duplicate sessions - we have Genesys integrated into Salesforce, and they have both Salesforce (with the embedded Genesys phone connection) and Genesys open at the same time.  However, I'm not sure if that is the cause as we've had a smattering of reports of this occurring to users who don't use Salesforce, but they are a minority of our population so we haven't been able to get logs for them yet.

For anyone else having these issues, do your reps also have any integrations open at the same time as Genesys?

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

Dear all,

but when a supervisor is an agent at the same time, so the supervisor needs to have the GC UI tab with e.g. reporting opened and ast the same time is working in ERP where the widget is integrated - normal expectation is that handling of calls will work in either of the tabs ( ERP with widget, direct GC ui ).

Thank you

The situation you describe (agent logged into both embedded Salesforce client and standard client at the same time) is documented as possibly causing the problem you describe at:
https://help.mypurecloud.com/faqs/why-do-multiple-concurrent-logins-cause-problems/

That is just one possible cause, since network instability, wi-fi issues, ISP instability/latency, personal firewall issues, and other factors can also cause problems.

Our Org has been having similar issues too with some interactions having missing answer buttons or clicking on the answer button but nothing happens. 

Genesys Support so far has said that they believe this is the result of duplicate sessions - we have Genesys integrated into Salesforce, and they have both Salesforce (with the embedded Genesys phone connection) and Genesys open at the same time.  However, I'm not sure if that is the cause as we've had a smattering of reports of this occurring to users who don't use Salesforce, but they are a minority of our population so we haven't been able to get logs for them yet.

For anyone else having these issues, do your reps also have any integrations open at the same time as Genesys?

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

Our Org has been having similar issues too with some interactions having missing answer buttons or clicking on the answer button but nothing happens. 

Genesys Support so far has said that they believe this is the result of duplicate sessions - we have Genesys integrated into Salesforce, and they have both Salesforce (with the embedded Genesys phone connection) and Genesys open at the same time.  However, I'm not sure if that is the cause as we've had a smattering of reports of this occurring to users who don't use Salesforce, but they are a minority of our population so we haven't been able to get logs for them yet.

For anyone else having these issues, do your reps also have any integrations open at the same time as Genesys?

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