Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

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

    Posted 03-06-2024 08:12
    No replies, thread closed.

    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

    ------------------------------
    John Korn
    Johnson & Johnson Services, Inc.
    ------------------------------


  • 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
    No replies, thread closed.

    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



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

    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
    No replies, thread closed.

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



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

    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
    No replies, thread closed.

    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.



    ------------------------------
    Joe Ulrich
    Evolve Bank & Trust
    ------------------------------

    Original Message


Related Content