Bryan,
Can you tell us what firewall changes you made? We are also still having the issue.
Thanks in advance.
| Pat Johnson Process Solutions Assistant Manager Numerica Credit Union 509.343.7858 Life moves. Live well.™
|
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Original Message:
Sent: 5/8/2024 11:07:00 PM
From: Bryan Stanley
Subject: RE: Users Not Responding
Hi All,
Our organization is having the same issue with our on-prem edges. Waiting to see what the fix is from Genesys, and if it does have to do with the type of firewall i.e. on prem vs virtual.
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Bryan Stanley
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Original Message:
Sent: 04-29-2024 10:09
From: Sam Lalumandier
Subject: Users Not Responding
Jan,
This exactly what State of Florida is experiencing and exactly what Genesys is telling me.
They just keep asking for more "logs" of the users experiencing this.
The issue is these are agents and not the most fluent with capturing logs. Then when they do capture - still no true "root-cause" identified.
Very frustrating.
Sam Lalumandier
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Sam Lalumandier
Automated Health Systems, Inc.
Original Message:
Sent: 04-29-2024 09:52
From: Jan Koritko
Subject: Users Not Responding
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).
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Jan Koritko
Novartis Pharma AG Switzerland
Original Message:
Sent: 04-29-2024 09:20
From: Sam Lalumandier
Subject: Users Not Responding
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
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Sam Lalumandier
Automated Health Systems, Inc.
Original Message:
Sent: 04-29-2024 07:55
From: Shauna Gibson
Subject: Users Not Responding
Hi All
We have been experiencing the same issue through Edge.
Do we know if the fix has been implemented please?
Thanks!
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Shauna Gibson
Motability Operations
Original Message:
Sent: 04-03-2024 11:09
From: Brian Jones
Subject: Users Not Responding
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.
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Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 04-03-2024 10:16
From: Steven Alix
Subject: Users Not Responding
my queue info appears it has not changed.
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Steve Alix
EDCi
Original Message:
Sent: 04-03-2024 09:57
From: Brian Jones
Subject: Users Not Responding
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.
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Brian T. Jones | Ascension | Senior Specialist - Technology
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)
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Angelica Howard
MidAmerican Energy Company
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