We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Also happened to us. We are opening a ticket with our support as well. 

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

We also have this problem. We opened a ticket in Support and the response is that there is an incident in the EDGE and they are preparing a FIX to solve it. At the moment we have had to downgrade the version to 1.0.0.13060 and in principle the problem has been "relieved"

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

I experienced this yesterday as well. Glad they are already putting in a fix for it.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Hey Steve,

Have you gotten any word the "Fix" was applied?

I experienced this yesterday as well. Glad they are already putting in a fix for it.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Hey Steve,

Have you gotten any word the "Fix" was applied?

------------------------------
Sam Lalumandier
Automated Health Systems, Inc.

Original Message:
Sent: 04-02-2024 08:57
From: Steven Alix
Subject: Users Not Responding

I experienced this yesterday as well. Glad they are already putting in a fix for it.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 04-01-2024 17:12
From: Angelica Howard
Subject: Users Not Responding

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

#Routing(ACD/IVR)

------------------------------
Angelica Howard
MidAmerican Energy Company
------------------------------

@Sam. - we received this. "The fix for this issue has been released in all regions as of this point to address the issues where agents were not seeing the answer button and getting thrown into "Not Responding". Our recommendation is that agents refresh their clients (or log out and back in) and monitor incoming interactions after that."

------------------------------
Steve Alix
EDCi
------------------------------

Original Message:
Sent: 04-03-2024 10:05
From: Sam Lalumandier
Subject: Users Not Responding

Hey Steve,

Have you gotten any word the "Fix" was applied?

------------------------------
Sam Lalumandier
Automated Health Systems, Inc.

Original Message:
Sent: 04-02-2024 08:57
From: Steven Alix
Subject: Users Not Responding

I experienced this yesterday as well. Glad they are already putting in a fix for it.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 04-01-2024 17:12
From: Angelica Howard
Subject: Users Not Responding

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

#Routing(ACD/IVR)

------------------------------
Angelica Howard
MidAmerican Energy Company
------------------------------

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

@Angelica Howard - Our organization has also seen a significant increase of the issue you described since yesterday. We're gathering more information and opening a Case with Genesys here soon.

@Jesus Maria Corral Aragon - Did they provide an update to your Case?

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

@Angelica Howard - Our organization has also seen a significant increase of the issue you described since yesterday. We're gathering more information and opening a Case with Genesys here soon.

@Jesus Maria Corral Aragon - Did they provide an update to your Case?

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

my queue info appears it has not changed. 

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Thank you all for confirming. It appears the Queue issue we're experiencing is completely coincidental and not related to this issue. We're restoring the values as we speak through an API and snapshot we took yesterday.

my queue info appears it has not changed. 

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Hi All

We have been experiencing the same issue through Edge.

Do we know if the fix has been implemented please? 

Thanks! 

Thank you all for confirming. It appears the Queue issue we're experiencing is completely coincidental and not related to this issue. We're restoring the values as we speak through an API and snapshot we took yesterday.

my queue info appears it has not changed. 

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Hi All

We have been experiencing the same issue through Edge.

Do we know if the fix has been implemented please? 

Thanks! 

Thank you all for confirming. It appears the Queue issue we're experiencing is completely coincidental and not related to this issue. We're restoring the values as we speak through an API and snapshot we took yesterday.

my queue info appears it has not changed. 

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Hello,

My customer still struggles with this random issue as well (on both Chrome and Edge).

The customer is very frustrated.

Any suggestions?

Sam Lalumandier

Hi All

We have been experiencing the same issue through Edge.

Do we know if the fix has been implemented please? 

Thanks! 

Thank you all for confirming. It appears the Queue issue we're experiencing is completely coincidental and not related to this issue. We're restoring the values as we speak through an API and snapshot we took yesterday.

my queue info appears it has not changed. 

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

We have been experiencing similar issues for many months. Mostly Genesys tells us that there is a network/connectivity issue, or the last feedback was that the laptop high utilization (CPU/memory) can cause the Not Responding issue, or Chrome/Edge by putting the inactive tab to a sleeping mode. 
There are different root causes, but Genesys did not confirm how exactly we can find it out and they did not mention any fix. 
Our main scenario is either the agent does not get any notification (can be issues with the inactive tab), or the agent clicks on the answer button, but it is loading for some time and then agent goes to Not Responding (laptop high utilization or connectivity issues). 

Hello,

My customer still struggles with this random issue as well (on both Chrome and Edge).

The customer is very frustrated.

Any suggestions?

Sam Lalumandier

Hi All

We have been experiencing the same issue through Edge.

Do we know if the fix has been implemented please? 

Thanks! 

Thank you all for confirming. It appears the Queue issue we're experiencing is completely coincidental and not related to this issue. We're restoring the values as we speak through an API and snapshot we took yesterday.

my queue info appears it has not changed. 

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.

Hi All

We have been experiencing the same issue through Edge.

Do we know if the fix has been implemented please? 

Thanks! 

Thank you all for confirming. It appears the Queue issue we're experiencing is completely coincidental and not related to this issue. We're restoring the values as we speak through an API and snapshot we took yesterday.

my queue info appears it has not changed. 

Can you all do me a favor and also check the settings on your queues? Apparently ours were somehow changed back to the defaults. That means after call work is set up to the default, ring time is set to the default (8 seconds), Voice settings don't have the outbound number, and SMS settings don't have an outbound SMS number.

This would be a huge undertaking if we have to manually reconcile these and is going to be very disruptive for all users.

We are currently experiencing a Genesys issue, where sometimes manual answer agents are getting calls without an answer button, and auto answer agents are receiving calls that go right into not responding and the call rolls to the next agent. 
It appears this started around 8:30 AM and continues to happen. We have had over 100 interactions of this happening.

I submitted a support ticket, but I wanted to ask if anyone else has been experiencing this?

It doesn't appear to be a network issue, because everything else is working fine.