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  • 1.  Audible alerting continues even after Accepting the inbound call and speaking with customer. Anyone else seeing this ?

    Posted 03-06-2024 08:12

    We recently started to see reports of Audible alerting / ringing, continuing even after the agent has accepted the call and is speaking with the customer.

    Opened a case, but wanted to check within the community if anyone else is seeing this in the past week or so.

    thanks

    john


    #Telephony

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    John Korn
    Johnson & Johnson Services, Inc.
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  • 2.  RE: Audible alerting continues even after Accepting the inbound call and speaking with customer. Anyone else seeing this ?
    Best Answer

    Posted 03-08-2024 11:06

    Are your agents running multiple instances of the client? (Either multiple browser tabs, or perhaps the Desktop App and an Embedded client.) Genesys does not support doing this and I have seen this effect when you try.

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


  • 3.  RE: Audible alerting continues even after Accepting the inbound call and speaking with customer. Anyone else seeing this ?

    Posted 07-12-2024 09:40

    This still creeps up from time to time.. Anyone seeing this or have seen ?  thanks.



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    [John] [Korn]
    [Views expressed are my own and do not necessarily reflect those of my employer.]
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    Original Message


  • 4.  RE: Audible alerting continues even after Accepting the inbound call and speaking with customer. Anyone else seeing this ?

    Posted 07-15-2024 17:46
    Edited by Joe Ulrich 07-15-2024 17:47

    Yes, we were seeing this and it turned out to be our Jabra wireless headsets (Jabra 65 Evolve2) and the dongle that is associated with them. 

    To resolve this:

    • We installed the Jabra Direct application on the agents computer.
    • Once installed, we went to the configuration settings for the Link 380 dongle
    • Under Softphone (pc), we disabled the 'Ringtone in headset (Bluetooth)' feature.  
      • The tool tile for this states - 'When Enabled, a ringtone will be played by the headset for incoming calls.  Enable this if your softphone does not play a ringtone.'
      • This was the extra ringtone the agent was hearing, which never ended.
    • Once done on the agents machine, our agents have not had this issue re-occur, going on 6 months now.

    Hope this helps.



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    Joe Ulrich
    Evolve Bank & Trust
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    Original Message


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