@Cass Sapir@George GanahlHello,
I'm sorry for my late update, there were some holidays and some project start ups (other then PureCloud) , so I had to focus on other things.
Well, the issue got resolved on Friday November 9th. Eventually the customer changed the public IP address through which the Edges connect to the Internet. Soon after that everything was working again.
After some extended troubleshooting, I could rule out the client (browser, webrtc) and AWS/PureCloud (our PureCloud ORG didn't impose the same problem). So I insisted that the customer should concentrate on it's own network environment, more specific, the Edges' traffic.
But, the root cause of the incident is still not known. The customer claims that nothing has changed in regards to firewall / routing, he only changed the public IP address through which the Edges communicate. As I know from experience, I can't be 100 % sure that this is indeed the case.
Fact is, when the incident occured, the call was always set up (correct SIP dialogs, the client is notified of the call).
It seems very strange that the Interaction's answer/refuse buttons weren't shown in the client's PureCloud interface.
What triggers the display or non-display of the answer button is something that could be worth looking into. In the meanwhile it is working again, so the customer has stopped calling me ten times a day, asking for a status update.
But the point remains: we still haven't received useful feedback from Customer Care (If you can look into the Case messages, please do).
I provided all sorts of traces, I tried to arrange a conference call with all parties involved.
Maybe your development also made some changes on Thursday 8th November, and because of the time difference, we wouldn't notice was until next day, the same day the customer changed the public IP address...
As I also stated in the Case, we can't analyze the data traffic of the Edges, because it's all encrypted.
Nor is there any detailed decscription available about the packet/datagram exchange, data flows between Edges <--> Cloud <--> Client (other than an overview of which tcp/udp ports should be allowed).
Although it was immediately clear that the problem had nothing to do with components managed by us (such as the SBC between Edges / customers' PBX's and telco provider, PureCloud configuration), it's no problem for us to provide all sorts of logs and traces (over and over again), and to mediate between the end-customer and Customer Care.
But If I have to spent hours on the phone, trying to calm the customer having no information at all about the progress of the Case, and even have to justify our Helpdesk's involvement and dedication to my superiors, then I consider this unfair and unprofessional behaviour from Customer Care. We IT'ers have to stick together, and help each other out :-)
My excuses for a reply that looks like a short story, but I had to get it off my chest. This will be my last reply concerning this incident.
Still supporting and believing in PureCloud,
Steven
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Steven Deferme
Quant ICT
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Original Message:
Sent: 10-28-2018 10:54
From: Cass Sapir
Subject: Agent's getting forced to "Not Responding"
Hello all, Thank you for the discussion and engagement. A few thoughts...
- We have a new initiative and team dedicated to improving the PureCloud Customer Support experience. This team is comprised of people representing all of Genesys. As part of this initiative, the team will be providing regular updates through the Community on this Discussion. Your participation and feedback on that are more than welcome. We want to have an open dialogue to foster the most rapid change for the better. @Steven Deferme I'd like to set up a 30 min. call to learn more about your experience and discuss near-term solutions. Please direct message me if that would be valuable to you as well.
- @Ann Wright<g class="gr_ gr_6334 gr-alert gr_gramm gr_inline_cards gr_disable_anim_appear Style multiReplace" id="6334" data-gr-id="6334"> ,</g> @Bill Perkins I would like to follow up on your posts. Has a case been filed with Customer Care? If so, please direct message me with the case number and I'll personally follow up.
- @Greg Beal, @Darryn Chang, @Dan Fontaine, Matthew Calton, @Zach Munsey Thank you for your answers and participation in the Community.
Sincerely,
Cass
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Cass Sapir
VP, Customer Success
PureCloud
Original Message:
Sent: 10-27-2018 06:16
From: Greg Beal
Subject: Agent's getting forced to "Not Responding"
I agree with need to keep the desktop app upgraded and/or F5 the browser. I also found that if agents are using WebRTC and Auto Answer you have to consider persistency and the timeout. If an Auto Answer agent sits for 10 minutes without getting a call their persistency expires (default is 600 seconds) and they have to click Answer button just like the first call of the day. It they don't do that, they get put in Not Responding state. We set the persistency timeout to a longer period.
https://help.mypurecloud.com/articles/use-persistent-connection-feature-purecloud-webrtc-phone/
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Greg Beal
ConvergeOne
Original Message:
Sent: 10-26-2018 10:03
From: Matthew Calton
Subject: Agent's getting forced to "Not Responding"
It might be worth adding - we stopped using WebRTC and the softphone and the module and use Polycoms VVX311 on sites and remotes also make the agents use the app as opposed to the browser as too easy to open multiple tabs or accidentally close the browser.... bit of an issue with the latest Purecloud app 1.12.512 and 1.12.514 failing to log in have found a hack to force the app to load but opted to retrograde to 1.11.492.
Ticket open on this and it is hard work already.....
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Matt Calton
Grove & Dean Ltd
Original Message:
Sent: 10-26-2018 09:48
From: Matthew Calton
Subject: Agent's getting forced to "Not Responding"
Hi Guys... whether it is the App or browser F5 refresh regularly - I am going to get a Baseball cap printed with F5 on it so every time an agent says not responding or Mute button has gone or 99% of all day to day issues F5 does the job - this is why Care ask you to perform those functions before raising a ticket... the agents here in the most part do this themselves now the odd one asks all the time... once I learnt this and rebooting the Edges weekly - all calmed down and now all I have to do tediously is wrestle with care to try and get them to deal with really important issues that F5 doesn't deal with..... thankfully we don't have many and we run a 130 seat Inbound Outbound multibrand call centre over several sites...
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Matt Calton
Grove & Dean Ltd
Original Message:
Sent: 10-26-2018 09:37
From: George Ganahl
Subject: Agent's getting forced to "Not Responding"
@Steven Deferme I have asked Care management to take a look.
In the meantime, I am wondering if possibly the agents have more than one tab open for PureCloud in their browsers, or the desktop app running plus connected via as browser as well? It's just a far-fetched guess. Connecting to PureCloud multiple times concurrently like that can cause communication problems (it's documented as not supported because of those problems).
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George Ganahl
Principal Program Manager
Genesys
Original Message:
Sent: 10-26-2018 09:29
From: Steven Deferme
Subject: Agent's getting forced to "Not Responding"
Hello,
I had a phone call from a customer a few minutes ago. This "Not Responding" problem is occuring again very often today.
This problem has been going on for a long time.
I've created a ticket a month ago, so far no information is given that we can give to the client. Since we're an integrator, we have different PureCloud customers. There's nothing more frustating then receiving no information from Genesys, while the customer asks for anwers and at least an estimated solution time.
I'm a supporter of PureCloud, I think it's a great product, but when it comes to Customer Care, this is amongst the worst I've ever experienced.
Furthermore, it's easy to show an all green status page, when major issues are ignored.
Regards
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Steven Deferme
Quant ICT
Original Message:
Sent: 10-24-2018 01:39
From: Darryn Chang
Subject: Agent's getting forced to "Not Responding"
Depending if you are using the Browser then switch to the Desktop application. I have 1 user with this issue and have had them on the desktop application for about 3 weeks and no issues
sorry don't have a definitive answer as to why its occurring
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 10-23-2018 23:49
From: Ann Wright
Subject: Agent's getting forced to "Not Responding"
​This has just happened to 2 of our agents today. When the interaction came through they were forced into not responding without the call ringing. This also happened in March. Does Genesys have a solution?
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Ann Wright
AUSTRALIAN INDUSTRY GROUP
Original Message:
Sent: 06-21-2018 08:43
From: Brian Dupuis
Subject: Agent's getting forced to "Not Responding"
We are definitely aware of this issue and it's one of our highest priority issues to track down. I know this is unacceptable and our teams are trying very hard to determine what's going on with these situations. We do appreciate your patience... this one hasn't been an easy one to troubleshoot.
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Brian Dupuis
Genesys - Sr. Director, PureCloud UI
Original Message:
Sent: 06-21-2018 07:54
From: Bill Perkins
Subject: Agent's getting forced to "Not Responding"
​We have the same issue ongoing. Using the Latest Desktop App and WebRTC Phones.
Ticket has been open for several Months and we keep providing the Interaction IDs and all info that they are requesting.
The Supervisors have to stay on their toes and monitor constantly.
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Bill Perkins
Original Message:
Sent: 05-25-2018 17:32
From: Dan Fontaine
Subject: Agent's getting forced to "Not Responding"
​This is happening regardless of whether the app, applet, or browser (chrome) is being used. It also is not the workstation - when the affected agent signs in as another user, they do not have this problem. Regarding the inbound flows they transfer to queue. But all queues use Bullseye Routing.
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Dan Fontaine
Altivon
Original Message:
Sent: 05-24-2018 15:39
From: Don Cook
Subject: Agent's getting forced to "Not Responding"
By chance do any of you use any special routing options in your Default In-Queue Flow that has an option to Transfer to Group or anything similar?
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Don Cook
Optics Planet
Original Message:
Sent: 05-18-2018 19:16
From: Zach Munsey
Subject: Agent's getting forced to "Not Responding"
We also have a call center that uses the desktop app, but have not experienced this issue this week. Have you tried updating your application? I've found that we encounter a variety of issues if we don't update the desktop app ASP when PureCloud pushes out an updates.
-Zach
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Zach Munsey
Hopelink
Original Message:
Sent: 05-17-2018 08:50
From: Dan Fontaine
Subject: Agent's getting forced to "Not Responding"
This is happening for a call center that is using the Desktop App. Is there a troubleshooting or resolution procedures for the Desktop App?
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Dan Fontaine
Original Message:
Sent: 10-05-2017 20:56
From: Dustin Gilbreath
Subject: Agent's getting forced to "Not Responding"
My call center has Auto Answer set up for our agents and it will occasionally place them in Not Responding as if they did not answer the call. It seems to place the call back in queue afterwards, and the agent will get it again if they go back on queue.
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