I opened a ticket back in June and the Genesys person who caught the ticket eventually learned and then told me that there was a problem with the diagnostic tool and the Dev team was working on it.
I also suggested to our care team that Genesys should let their clients know this diagnostic tool was not working properly - we have to rely on these tools and if they aren't working correctly and throw off false results, we end up wasting time.
And while I am glad the "warning" is on the web page now, I totally agree that it should also appear on the Genesys User page, since we encourage our contact center agents and supervisors to use that.
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Linda Greenshields
New York University
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Original Message:
Sent: 08-05-2022 01:57
From: Kimmo Peltonen
Subject: WebRTC Diagnostics (WebRTC with Audio) not working properly?
Hi Greg,
To my understanding that same WebRTC diagnostics app is embedded in the Genesys client. At least the functionality (and not functioning...) seems to be totally same.
From there you are missing the warning and that is the place, where I recommend users to make tests. Also when starting projects I give instructions and direct url for the tester, because the documentation is more about analyzing possible issues and that is our responsibility. So that is I feel very strongly that there should have been (or still should be) warning in the app itself.
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Kimmo Peltonen
Advania Finland Oy
Original Message:
Sent: 08-04-2022 10:23
From: Greg Shultz
Subject: WebRTC Diagnostics (WebRTC with Audio) not working properly?
Hi Jeff / Kimmo:
As you have discovered, certain aspects of the Genesys Cloud WebRTC Diagnostics app are not working correctly and this is described in the Warning message at the top of the Run the Genesys Cloud WebRTC Diagnostics app article in the Resource Center.
The problem was discovered recently and the Warning was added to the article on 7/19/22.
Since the launching point for the app is from within the article, it was decided that adding the warning to the article would be the most expedient means of notifying customers. That way Development can concentrate on the fix rather than taking time to add a warning to the app itself.
Development is actively working on a replacement, as referenced in this Genesys Cloud Product Ideas Lab post.
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Greg Shultz
Senior Technical Writer
Genesys
Original Message:
Sent: 08-03-2022 01:26
From: Jeffrey Hoogkamer
Subject: WebRTC Diagnostics (WebRTC with Audio) not working properly?
Hi All,
Just wondering if the Genesys Cloud WebRTC Diagnostics (specifically the WebRTC with Audio test) is still giving you results?
We're in the Asia Pacific Sydney (https://apps.mypurecloud.com.au/webrtc-troubleshooter/#/audio) region, and regardless of network or internet connection, the results always:
- Failed to reach Genesys Cloud media services (TURN)
- Throughput check failed
- Bandwidth results all 0 with 'NaN' packets sent
The in-app Diagnostics results also show the same results:
Cheers,
Jeff
#Telephony
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