Genesys Cloud - Main

 View Only

Discussion Thread View
Expand all | Collapse all

Users Not Responding

  • 1.  Users Not Responding

    Posted 12 days ago

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


  • 2.  RE: Users Not Responding

    Posted 12 days ago

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



    ------------------------------
    Pat Johnson
    Numerica Credit Union
    ------------------------------



  • 3.  RE: Users Not Responding

    Posted 12 days ago

    Thanks for letting me know. We have notified them, but they haven't responded yet. 



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



  • 4.  RE: Users Not Responding

    Posted 12 days ago
    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"


    ------------------------------
    Jesus Maria Corral Aragon
    Inetum España, S.A.U.
    ------------------------------



  • 5.  RE: Users Not Responding

    Posted 10 days ago
    This is a bug on edge. Now Development team is working to fix it.
     
     
    At the moment the only information added to the case is::
     
    - This is a bug on edge. Now Development team is working to fix it.
    - Currently mitigated via edge reboot if issue is on-going, as this would refresh all of the network connections.
    - The fix is Targeting Q1 of 2024
     
    In the meantime, I decided to downgrade to a previous version that minimizes the problem. Currently I have the EDGEs configured in version 1.0.0.13060.
    The queues that I have configured at the "voice" level have not been modified. We do not use the other configurations of "message", "email"...


    ------------------------------
    Jesus Maria Corral Aragon
    Inetum España, S.A.U.
    ------------------------------



  • 6.  RE: Users Not Responding

    Posted 12 days ago

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



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



  • 7.  RE: Users Not Responding

    Posted 11 days ago

    Hey Steve,

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



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



  • 8.  RE: Users Not Responding

    Posted 10 days ago

    Hey Sam! 
    Hope you are well. I have not heard that it's implemented yet. I am only feeding off the response from someone else above. We have a ticket open as well for a customer, so hoping we'll hear something soon.



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



  • 9.  RE: Users Not Responding

    Posted 10 days ago
    Edited by Steven Alix 10 days ago

    @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
    ------------------------------



  • 10.  RE: Users Not Responding

    Posted 10 days ago
    Thanks Steve!!!!

    Hope all is well with you and the family.

    Steven (Sam) Lalumandier

    OmniChannel Architect

     

            

     

    Automated Health Systems, Inc.       

    9370 McKnight Road, Suite 101, Pittsburgh, PA 15237

    t. 214-726-2220|  automated-health.com 






  • 11.  RE: Users Not Responding

    Posted 11 days ago

    Thank you for posting this -  we had it too. Opened a case.

    Supposed 'fix' was going to happen last night ? .. trying to understand the scope of this issue.  



    ------------------------------
    John Korn
    Johnson & Johnson Services, Inc.
    ------------------------------



  • 12.  RE: Users Not Responding

    Posted 11 days ago

    @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?



    ------------------------------
    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------



  • 13.  RE: Users Not Responding

    Posted 11 days ago

    Our customers also are experinecing the same issue - No Answer button when a call alerts. Genesys said said they have a fix pending.



    ------------------------------
    Mark Volodarskiy
    Electroline Data Communications Inc
    ------------------------------



  • 14.  RE: Users Not Responding

    Posted 11 days ago

    They said it was a network issue. Which I have my network team researching, but I did question if its a network issue, why multiple other companies are having issues and haven't yet received a response. 



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



  • 15.  RE: Users Not Responding

    Posted 11 days ago

    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.



    ------------------------------
    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------



  • 16.  RE: Users Not Responding

    Posted 11 days ago

    I checked and ours are good. They were not changed back to the defaults. 



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



  • 17.  RE: Users Not Responding

    Posted 10 days ago

    my queue info appears it has not changed. 



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



  • 18.  RE: Users Not Responding

    Posted 10 days ago

    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.



    ------------------------------
    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources