Genesys Cloud - Main

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey
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The chat room is still showing in the Recently Closed section at the bottom of the chat room lists. What happens when you select that room to add it back to the active list, then select Mute in the room settings, then delete it again?

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-25-2018 16:49
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

Thank you for your quick response.  I'll try that, but isn't the normal behavior that when you hit the X (leave the room) you won't receive any more notifications ?  that is how it works for most of our other accounts and that is how it is documented in the resource center.

------------------------------
Ramsey
------------------------------

Original Message:
Sent: 09-25-2018 16:55
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

The chat room is still showing in the Recently Closed section at the bottom of the chat room lists. What happens when you select that room to add it back to the active list, then select Mute in the room settings, then delete it again?

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 16:49
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

"Thank you for your quick response.  I'll try that, but isn't the normal behavior that when you hit the X (leave the room) you won't receive any more notifications ?  that is how it works for most of our other accounts and that is how it is documented in the resource center."

If the person is still seen by PureCloud to be a member of the group (especially by Inheritance), then my understanding is that the chat room pops back active every time there is a new chat (at least, that is the behavior I've seen in the past...I'm not sure if it is current designed behavior).

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-25-2018 17:01
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

Thank you for your quick response.  I'll try that, but isn't the normal behavior that when you hit the X (leave the room) you won't receive any more notifications ?  that is how it works for most of our other accounts and that is how it is documented in the resource center.

------------------------------
Ramsey

Original Message:
Sent: 09-25-2018 16:55
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

The chat room is still showing in the Recently Closed section at the bottom of the chat room lists. What happens when you select that room to add it back to the active list, then select Mute in the room settings, then delete it again?

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 16:49
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

when muting, it isn't making it red but it is popping it back up to the top of her list.. .why can't she simply leave the group all the way like the rest of us ?

------------------------------
Ramsey
------------------------------

Original Message:
Sent: 09-25-2018 16:55
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

The chat room is still showing in the Recently Closed section at the bottom of the chat room lists. What happens when you select that room to add it back to the active list, then select Mute in the room settings, then delete it again?

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 16:49
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

Usually that just happens when PureCloud thinks she is still a member of the group (I think your video demonstrated that she is not, correct?).

You may need to add her back to the group, save it, then remove her again. It's slightly possible that her removal didn't "take" in the cloud, despite what the interface showed. I dunno...just a guess.

Also, that would be something to bring up with Customer Care, I think, as the group chat popping back up shouldn't be happening.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-25-2018 17:37
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

when muting, it isn't making it red but it is popping it back up to the top of her list.. .why can't she simply leave the group all the way like the rest of us ?

------------------------------
Ramsey

Original Message:
Sent: 09-25-2018 16:55
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

The chat room is still showing in the Recently Closed section at the bottom of the chat room lists. What happens when you select that room to add it back to the active list, then select Mute in the room settings, then delete it again?

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 16:49
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

Ok, that is one thing I haven't tried... I have ticket opened with customer care since July :(

------------------------------
Ramsey
------------------------------

Original Message:
Sent: 09-26-2018 09:22
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

Usually that just happens when PureCloud thinks she is still a member of the group (I think your video demonstrated that she is not, correct?).

You may need to add her back to the group, save it, then remove her again. It's slightly possible that her removal didn't "take" in the cloud, despite what the interface showed. I dunno...just a guess.

Also, that would be something to bring up with Customer Care, I think, as the group chat popping back up shouldn't be happening.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 17:37
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

when muting, it isn't making it red but it is popping it back up to the top of her list.. .why can't she simply leave the group all the way like the rest of us ?

------------------------------
Ramsey

Original Message:
Sent: 09-25-2018 16:55
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

The chat room is still showing in the Recently Closed section at the bottom of the chat room lists. What happens when you select that room to add it back to the active list, then select Mute in the room settings, then delete it again?

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 16:49
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

That's right...I forgot you mentioned the open ticket at the beginning.

Make sure the agents seeing this aren't included by any of the Inclusion rules in the group.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-26-2018 14:19
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

Ok, that is one thing I haven't tried... I have ticket opened with customer care since July :(

------------------------------
Ramsey

Original Message:
Sent: 09-26-2018 09:22
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

Usually that just happens when PureCloud thinks she is still a member of the group (I think your video demonstrated that she is not, correct?).

You may need to add her back to the group, save it, then remove her again. It's slightly possible that her removal didn't "take" in the cloud, despite what the interface showed. I dunno...just a guess.

Also, that would be something to bring up with Customer Care, I think, as the group chat popping back up shouldn't be happening.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 17:37
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

when muting, it isn't making it red but it is popping it back up to the top of her list.. .why can't she simply leave the group all the way like the rest of us ?

------------------------------
Ramsey

Original Message:
Sent: 09-25-2018 16:55
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

The chat room is still showing in the Recently Closed section at the bottom of the chat room lists. What happens when you select that room to add it back to the active list, then select Mute in the room settings, then delete it again?

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-25-2018 16:49
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I have a handful of users who are having an issue where they receive full notifications for every chat in a group that they are not members of and they have completely left the group (hit the Red x).  This is on web version and desktop version and it happens to them even when logging in from a different PC (but not the user who regularly uses that PC).  Here is a video showing the situation.  I have a support case open from early July with zero progress.  video showing issue attached below.  Any ideas anyone ?

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

I tried what you said but it is still doing it.

Ramsey Miller | IT Infrastructure Manager
ACU of Texas | League City Corporate
ph. 281.476.3517 | fax 281.478.1217
RMiller@acutx.org.


Original Message------

That's right...I forgot you mentioned the open ticket at the beginning.

Make sure the agents seeing this aren't included by any of the Inclusion rules in the group.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

So much for that idea.

I did some experimenting on my Organization.

I am able to replicate your behavior when PureCloud thinks the person is still a member of the group. My user was a member by Inclusion, and every time I closed the group chat it would pop back in when the room got a new message.

I then went to the group configuration and manually entered my user on the Exclusions tab, which overrides the Inclusion inheritance. Now I no longer get the behavior you are experiencing.

So, you might try setting up an Exclusion and see if it helps.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-27-2018 10:16
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I tried what you said but it is still doing it.

Ramsey Miller | IT Infrastructure Manager
ACU of Texas | League City Corporate
ph. 281.476.3517 | fax 281.478.1217
RMiller@acutx.org.


Original Message------

That's right...I forgot you mentioned the open ticket at the beginning.

Make sure the agents seeing this aren't included by any of the Inclusion rules in the group.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Another great idea but it didn't fix it.  Thanks for the suggestion though.  What does it take to get the engineers to look at the database ?

------------------------------
Ramsey
------------------------------

Original Message:
Sent: 09-27-2018 10:46
From: George Ganahl
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

So much for that idea.

I did some experimenting on my Organization.

I am able to replicate your behavior when PureCloud thinks the person is still a member of the group. My user was a member by Inclusion, and every time I closed the group chat it would pop back in when the room got a new message.

I then went to the group configuration and manually entered my user on the Exclusions tab, which overrides the Inclusion inheritance. Now I no longer get the behavior you are experiencing.

So, you might try setting up an Exclusion and see if it helps.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-27-2018 10:16
From: Ramsey Miller
Subject: Internal Chat notifications from Groups where you are not a member and you have completely left

I tried what you said but it is still doing it.

Ramsey Miller | IT Infrastructure Manager
ACU of Texas | League City Corporate
ph. 281.476.3517 | fax 281.478.1217
RMiller@acutx.org.


Original Message------

That's right...I forgot you mentioned the open ticket at the beginning.

Make sure the agents seeing this aren't included by any of the Inclusion rules in the group.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------