Genesys Cloud - Main

 View Only
Discussion Thread View
Expand all | Collapse all

customer can hear ringtone

  • 1.  customer can hear ringtone

    Posted 12-04-2022 23:36
    Edited by 成成 張 12-05-2022 01:52
    Hi Community

    does anyone even experience that customer can hear the ringtone after agent pick the call.
    this issue does not happen on all of our agents.

    and it still happen even after agent set "phone ringer volume" to 0.

    by the way, the headset we used were "Lenovo" and "logi", I have no idea whether this issue was related to headset.

    Regards,
    Zhang Chengcheng

    #DigitalChannels
    #ConnectwithaCustomer(NEW)
    #Telephony

    ------------------------------
    Chengcheng Zhang
    FIL Fund Services (Bermuda) Limited
    ------------------------------


  • 2.  RE: customer can hear ringtone

    Posted 12-05-2022 02:55

    Doubt if this is a Genesys setting problem. Can it be related to network issues?

    Must say that I heard some complaints from staff that when call has been picked up, the ringing of the phone continues. Not sure if caller hears this too or only staff member. 
    So far have not put the finger on the what it is.



    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------



  • 3.  RE: customer can hear ringtone

    Posted 12-05-2022 03:38
    Hi Rolph

    I checked the record, and confirmed that both caller and agent can hear ringtone, but have no idea about it.

    regards,
    Zhang chengcheng

    ------------------------------
    Chengcheng Zhang
    FIL Fund Services (Bermuda) Limited
    ------------------------------



  • 4.  RE: customer can hear ringtone

    Posted 12-05-2022 08:21
    We have experienced this problem as well.  One thought was that it was call waiting.   We have people who transfer to other agents because the inbound caller asks for them.    While working on getting them to handle the call instead of transfering, we are experiencing this issue.

    ------------------------------
    Judith Jimenez
    CURE Auto Insurance
    ------------------------------



  • 5.  RE: customer can hear ringtone

    Posted 12-06-2022 05:02
    Don't think the transfer is the problem. Yes, a transfer to an agent makes the phone ring, but should come in as an 'extra' call.

    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------



  • 6.  RE: customer can hear ringtone

    Posted 12-05-2022 08:28
    I have had an agent report that she can hear ringing even after the call has been answered.  I am not sure if the caller can hear it too. It doesn't happen all the time.  This agent often reports issues with Genesys and I wonder if it is all related to her computer and/or network.

    ------------------------------
    Linda Greenshields
    New York University
    ------------------------------



  • 7.  RE: customer can hear ringtone

    Posted 12-05-2022 10:52
    Edited by Tim Eastman 12-05-2022 10:57
    Some of our representatives have also started to experience the continuous ringing issue. It is a very recent phenomena that started with a couple reps but is growing. We have changed the impacted reps from Auto Answer to Manual Answer and that seems to mitigate the issue for those effected. We have opened a support ticket with Genesys but they haven't made any progress to date.

    ------------------------------
    Tim Eastman
    Victory Capital
    ------------------------------



  • 8.  RE: customer can hear ringtone

    Posted 12-06-2022 07:26
    Thanks, Tim!
    We've been battling the same issue with consistent ringing. I hadn't thought about changing some agents to Manual Answer. I'm going to give that a whirl. 
    To add on: We noticed that we started experiencing the persistent ringing issue on the same day that our Edges were updated to a new version. I'm not certain if the Edge update is related, but I wanted to mention the Edge update in case others are experiencing the same thing. 
    We also have a ticket open with Care and area awaiting a fix. 

    Thanks!

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------



  • 9.  RE: customer can hear ringtone

    Posted 12-06-2022 07:54
    I updated all mine the other day to the latest release 1.0.0.1920, I don't think i am getting the complaints now but time will tell

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 10.  RE: customer can hear ringtone

    Posted 12-06-2022 08:08
    Thanks, Andy! I'd be interested to know if an Edge update resolved the issue for your org!

    Thanks,

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------



  • 11.  RE: customer can hear ringtone

    Posted 12-06-2022 08:33

    Very curious too, if this did the trick.

    Our edges are managed by Genesys. But I did noticed that we they are running on 1.0.0.11714. This is the Sept 8th version. So seems we are running a bit behind. 



    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------



  • 12.  RE: customer can hear ringtone

    Posted 12-05-2022 21:59
    Same issue here reported by multiple agents over the last few days.  

    All set to auto answer but randomly get constant ringing after being assigned a call and continuing after the call.    Agents are having to log out and back in again to stop the ringing.

    Logged a ticket earlier today with support.

    ------------------------------
    Nick
    ------------------------------



  • 13.  RE: customer can hear ringtone

    Posted 12-06-2022 04:09
    Interesting we have had this as well, we have upgraded all the edges and that didn't fix it, but what I did see is that when the call to the WebRTC (softphone) takes longer than expected, I think 4 seconds is the cut-off point, I have added persistent connection on the affected people so put this down to a poor internet connection, I managed to capture one of these in the logs and could see waiting for softphone to respond

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 14.  RE: customer can hear ringtone

    Posted 12-06-2022 05:21

    Checked at our side. We don't have the 'persistent connection' switched on at the Webrtc phone on the org being used. 

    I did some digging in my emails and noticed a similar problem in 2021 on a different org we used. There a call was not being offered and agent got in a 'not responding' status, even while we had auto answer enabled. After switching on the persistant connection, this problem did not entirely went away, but solved it in a great matter. 

    Strange thing is that we just recently (starting around 20th of november) got the complaints on the 'keep on ringing' even when call was assigned through auto answer.

    We do have however, assigned a default phone to each user. No idea if this could also be related?



    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------



  • 15.  RE: customer can hear ringtone

    Posted 12-06-2022 05:25
    I copied the webrtc setup and set the persistent time to 3 hours and then migrated a troublesome user to it rather than org wide

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 16.  RE: customer can hear ringtone

    Posted 12-12-2022 00:12
    Hi Andy

    did Persistent Connection solve you problem ? does it works well now ?

    regards,
    Zhang Chengcheng

    ------------------------------
    chengcheng zhang
    FIL Fund Services (Bermuda) Limited
    ------------------------------



  • 17.  RE: customer can hear ringtone

    Posted 12-12-2022 04:13
    It worked aroudn the issue rather than fix it, Genesys have confirmed its a bug they are working on

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 18.  RE: customer can hear ringtone

    Posted 12-12-2022 04:47

    I created a separate webrtc with persistent connection. At our end it did not help. 

    In the meantime we have had contact with our partner to Genesys and indeed there is a fix on the way. 

    We need to do tests with some users on a 'timemachine' and pass on results. 



    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------



  • 19.  RE: customer can hear ringtone

    Posted 12-12-2022 07:32
    Thanks, Rolph - we're also considering moving some agents onto the "timemachine" branch so we can test the results, but have some process issues to work through before we push the change out to agents. I'll let you know how it goes!

    Thanks,
    Cory

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------



  • 20.  RE: customer can hear ringtone

    Posted 12-15-2022 04:36
    Hi,
    I have opened tk to Genesys support and they wiil fix this problem on 17 of december.

    Regards
    Rino ​

    ------------------------------
    Rino Landro
    CENTRICO S.P.A.
    ------------------------------



  • 21.  RE: customer can hear ringtone

    Posted 12-20-2022 09:27
    Has there been confirmation that this was resolved as of 12/17? Specifically looking for a new thick client build? Current available build is still Version 2.17.680, that was released before the 17th. 

    Thanks!

    ------------------------------
    Scott Baumann
    QBE Group Services Pty Ltd.
    ------------------------------



  • 22.  RE: customer can hear ringtone

    Posted 12-20-2022 10:09
    My team said that they are no longer hearing this as of 12/16/22.

    ------------------------------
    Judith Jimenez
    CURE Auto Insurance
    ------------------------------



  • 23.  RE: customer can hear ringtone

    Posted 12-20-2022 15:29
    Thanks Judith! My customers are confirming the same on the web client. I was hoping for a new thick client build that will do the same. I'll need to be patient.

    ------------------------------
    Scott Baumann
    QBE Group Services Pty Ltd.
    ------------------------------



  • 24.  RE: customer can hear ringtone

    Posted 12-20-2022 19:19
    I can also confirm that the fix appears to be pushed out. We had some reoccurrences the morning of  12/19/22, but Care confirmed that this was during the time the fix was being rolled out to us. As of today, 12/20/22, our agents have stopped reporting the issue. We've sent an email to our leadership teams advising that this appears to be fixed - and to request that the leadership team emails us if this comes up again. All quite so far!!!

    Thanks,

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------



  • 25.  RE: customer can hear ringtone

    Posted 12-06-2022 08:12
    Hi Rolph - 
    I took a look at our Care ticket. We first started receiving reports of the persistent ringing on Nov 21st, in case that info helps.

    Thanks,

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------



  • 26.  RE: customer can hear ringtone

    Posted 12-06-2022 08:37

    Thanks Cory. Seems about the same date.

    Just got a an employee with this feature. Sofar I can pinpoint it to only users that have auto answer enabled. All others not. 

    I now created a new Webrtc phone with persistent connection of 3 hours and added that employee to it. Let's see if this does the trick. 



    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------



  • 27.  RE: customer can hear ringtone

    Posted 12-06-2022 10:35
    We had a similar issue in early November that has seemingly resolved. The agents would log out/in and sometimes do a full restart to resolve. We added an additional edge set around the same time to accommodate seasonal volume and reports have completely stopped. We use Genesys Cloud voice, and our edges are on version 1.0.0.11714.

    Previous thread: Genesys Cloud CX - Genesys

    ------------------------------
    Whitney Sandene
    Colorado Springs Utilities
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources