Genesys Cloud - Main

Hi everyone,

We're encountering an intermittent issue where calls are being placed on hold without the agent initiating the hold action.

Key details:

• This only occurs on calls made via the outbound dialer.

• We've confirmed that agents are not pressing hold on their headsets or within the Genesys interface.

• A case was raised with Genesys support. After reviewing our network and console logs, they responded that:
  
  

  "The log files show the hold command was generated from the agent's side. If the agent did not put the call on hold intentionally, it does not alter the fact that it is being generated from the agent's side. At the time, the agent was using other applications such as Salesforce. An action like switching between windows could have activated the hold command. Could you ask the customer to recall if they were switching between windows at the time the call was placed on hold?"

We're trying to determine whether this is a common issue or if anyone else has experienced something similar.
If so, were you able to identify a root cause or workaround?

Any insights would be greatly appreciated.

Hey Emma,

Could you share the case number so that I can take a look at the case notes? One thing that I could recommend off of the top of my head would be to make sure that there is only one instance of Genesys Cloud running (like only one tab open if you are using the webapp).

Hi everyone,

We're encountering an intermittent issue where calls are being placed on hold without the agent initiating the hold action.

Key details:

• This only occurs on calls made via the outbound dialer.

• We've confirmed that agents are not pressing hold on their headsets or within the Genesys interface.

• A case was raised with Genesys support. After reviewing our network and console logs, they responded that:
  
  

  "The log files show the hold command was generated from the agent's side. If the agent did not put the call on hold intentionally, it does not alter the fact that it is being generated from the agent's side. At the time, the agent was using other applications such as Salesforce. An action like switching between windows could have activated the hold command. Could you ask the customer to recall if they were switching between windows at the time the call was placed on hold?"

We're trying to determine whether this is a common issue or if anyone else has experienced something similar.
If so, were you able to identify a root cause or workaround?

Any insights would be greatly appreciated.

Hi Jason, 

The case number is #0003708201.

Our agents need to have the Genesys browser open as well as Salesforce because they use whats called 'impersonation tool'.  When they use this, it closes Salesforce and puts the agent to offline and affects their adherence.

They only have one Genesys window open.

Thanks for taking a look.

Hey Emma,

Could you share the case number so that I can take a look at the case notes? One thing that I could recommend off of the top of my head would be to make sure that there is only one instance of Genesys Cloud running (like only one tab open if you are using the webapp).

Hi everyone,

We're encountering an intermittent issue where calls are being placed on hold without the agent initiating the hold action.

Key details:

• This only occurs on calls made via the outbound dialer.

• We've confirmed that agents are not pressing hold on their headsets or within the Genesys interface.

• A case was raised with Genesys support. After reviewing our network and console logs, they responded that:
  
  

  "The log files show the hold command was generated from the agent's side. If the agent did not put the call on hold intentionally, it does not alter the fact that it is being generated from the agent's side. At the time, the agent was using other applications such as Salesforce. An action like switching between windows could have activated the hold command. Could you ask the customer to recall if they were switching between windows at the time the call was placed on hold?"

We're trying to determine whether this is a common issue or if anyone else has experienced something similar.
If so, were you able to identify a root cause or workaround?

Any insights would be greatly appreciated.

Hello Emma,

Thank you for that info. I was able to pull up the case notes and I can see that one of our SMEs was looking into this case with the Engineer. For 0d87675c-adaa-4a7d-a3b2-163154f25536, the SME noted that we received a cloud.command.hold message from the agent's station to put the call on hold. If this is something that can be easily replicated, I would recommend reproducing this with a screen recording from the agent's station and reaching out to Customer Care.

Hi Jason, 

The case number is #0003708201.

Our agents need to have the Genesys browser open as well as Salesforce because they use whats called 'impersonation tool'.  When they use this, it closes Salesforce and puts the agent to offline and affects their adherence.

They only have one Genesys window open.

Thanks for taking a look.

Hey Emma,

Could you share the case number so that I can take a look at the case notes? One thing that I could recommend off of the top of my head would be to make sure that there is only one instance of Genesys Cloud running (like only one tab open if you are using the webapp).

Hi everyone,

We're encountering an intermittent issue where calls are being placed on hold without the agent initiating the hold action.

Key details:

• This only occurs on calls made via the outbound dialer.

• We've confirmed that agents are not pressing hold on their headsets or within the Genesys interface.

• A case was raised with Genesys support. After reviewing our network and console logs, they responded that:
  
  

  "The log files show the hold command was generated from the agent's side. If the agent did not put the call on hold intentionally, it does not alter the fact that it is being generated from the agent's side. At the time, the agent was using other applications such as Salesforce. An action like switching between windows could have activated the hold command. Could you ask the customer to recall if they were switching between windows at the time the call was placed on hold?"

We're trying to determine whether this is a common issue or if anyone else has experienced something similar.
If so, were you able to identify a root cause or workaround?

Any insights would be greatly appreciated.