The last 2 weeks users are reporting call alerting while on an active interaction. These users are phone only and not skilled for chat, messaging, or email. There is not a direct call coming in, it seems almost like the initial interaction alert is delayed. They are on Auto Answer and persistent connection, using a Jabra headset with the WebRTC phone and the most recent version of the desktop client. Has anyone else experienced this?
#Omni-ChannelDesktop/UserInterface
#SIP/VolP
#Telephony

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Whitney Sandene
Colorado Springs Utilities
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Any chance they're also running a separate browser instance of Genesys Cloud, or have it within an embedded client like Salesforce?

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Vaun McCarthy
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Original Message:
Sent: 11-01-2022 12:48
From: Whitney Sandene
Subject: WebRTC phone alerting in the middle of Phone interactions, not delivering additional interactions

The last 2 weeks users are reporting call alerting while on an active interaction. These users are phone only and not skilled for chat, messaging, or email. There is not a direct call coming in, it seems almost like the initial interaction alert is delayed. They are on Auto Answer and persistent connection, using a Jabra headset with the WebRTC phone and the most recent version of the desktop client. Has anyone else experienced this?
#Omni-ChannelDesktop/UserInterface
#SIP/VolP
#Telephony

------------------------------
Whitney Sandene
Colorado Springs Utilities
------------------------------

Thank you for the reply.

We do not use an embedded client. I also confirmed that the agents reporting it do not have an instance of Genesys open in a web browser. The agents experience it both on the VPN and in the office, along with different queues and it is intermittent. I also confirmed it has happened with standard ACD routing and on a consult transfer (the person being consulted received the alert 30-40 seconds into the conversation).

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Whitney Sandene
Colorado Springs Utilities
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Original Message:
Sent: 11-01-2022 14:56
From: Vaun McCarthy
Subject: WebRTC phone alerting in the middle of Phone interactions, not delivering additional interactions

Any chance they're also running a separate browser instance of Genesys Cloud, or have it within an embedded client like Salesforce?

------------------------------
Vaun McCarthy

Original Message:
Sent: 11-01-2022 12:48
From: Whitney Sandene
Subject: WebRTC phone alerting in the middle of Phone interactions, not delivering additional interactions

The last 2 weeks users are reporting call alerting while on an active interaction. These users are phone only and not skilled for chat, messaging, or email. There is not a direct call coming in, it seems almost like the initial interaction alert is delayed. They are on Auto Answer and persistent connection, using a Jabra headset with the WebRTC phone and the most recent version of the desktop client. Has anyone else experienced this?
#Omni-ChannelDesktop/UserInterface
#SIP/VolP
#Telephony

------------------------------
Whitney Sandene
Colorado Springs Utilities
------------------------------