We have all our agents set up for Auto Answer, yet it looks like every call is still showing as "Alert".  Why would each call still have "Alert" and how can we have "Alert-No Answer" when we have Auto Answer enabled for the agents?  

#Routing(ACD/IVR)
#Unsure/Other

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Auto-answer has two components, sort of. The Client and the Phone are separate network paths. Thus, if the message to the Client regarding an alerting interaction arrives before the auto-answer gets sent to/completes on the phone (there's always a slight delay as telephony gets set up) the agent will experience a brief to long Alert.

If the telephony side fails for some reason (WebRTC has problems such as the Genesys Cloud domain not having permission to use the microphone or negotiations fail), or the SIP negotiation with a hard phone fails or takes too long, the Alert can time out and roll the agent to Not Responding.

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 02-22-2024 10:29
From: Gina Palmer
Subject: Why would there be "Alerting" when we have Auto Answer on?

We have all our agents set up for Auto Answer, yet it looks like every call is still showing as "Alert".  Why would each call still have "Alert" and how can we have "Alert-No Answer" when we have Auto Answer enabled for the agents?  

#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------

Thank you for the response.  Is this something we should be seeing on every call (the alerting part) or is this an issue our telecom team should be looking into?

Auto-answer has two components, sort of. The Client and the Phone are separate network paths. Thus, if the message to the Client regarding an alerting interaction arrives before the auto-answer gets sent to/completes on the phone (there's always a slight delay as telephony gets set up) the agent will experience a brief to long Alert.

If the telephony side fails for some reason (WebRTC has problems such as the Genesys Cloud domain not having permission to use the microphone or negotiations fail), or the SIP negotiation with a hard phone fails or takes too long, the Alert can time out and roll the agent to Not Responding.

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 02-22-2024 10:29
From: Gina Palmer
Subject: Why would there be "Alerting" when we have Auto Answer on?

We have all our agents set up for Auto Answer, yet it looks like every call is still showing as "Alert".  Why would each call still have "Alert" and how can we have "Alert-No Answer" when we have Auto Answer enabled for the agents?  

#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------

We have all our agents set up for Auto Answer, yet it looks like every call is still showing as "Alert".  Why would each call still have "Alert" and how can we have "Alert-No Answer" when we have Auto Answer enabled for the agents?  

If you set the WebRTC to persistent connection, after the first call has successfully been established the alert goes away as Genesys is not trying to establish a connection every time to the Genesys desktop 

We have all our agents set up for Auto Answer, yet it looks like every call is still showing as "Alert".  Why would each call still have "Alert" and how can we have "Alert-No Answer" when we have Auto Answer enabled for the agents?  

Unless, of course, there is an unreliable internet or network connection which causes the persistent connection to drop, at which point the phone needs to renegotiate. I have seen remote agents working at home in regions not the organization's region which experience that problem and cause the Not Responding status.

But, by and large the persistent Connection works well when the agents are fairly busy.

If you set the WebRTC to persistent connection, after the first call has successfully been established the alert goes away as Genesys is not trying to establish a connection every time to the Genesys desktop 

We have all our agents set up for Auto Answer, yet it looks like every call is still showing as "Alert".  Why would each call still have "Alert" and how can we have "Alert-No Answer" when we have Auto Answer enabled for the agents?  

If you set the WebRTC to persistent connection, after the first call has successfully been established the alert goes away as Genesys is not trying to establish a connection every time to the Genesys desktop 

We have all our agents set up for Auto Answer, yet it looks like every call is still showing as "Alert".  Why would each call still have "Alert" and how can we have "Alert-No Answer" when we have Auto Answer enabled for the agents?