Hi All,

We are currently experiencing an issue with inbound calls in to our APAC Sydney org.

During inbound calls we either lose just the customer side audio or 2 way audio. Customer and Agent can no longer hear each other and this can happen at any point, i.e 30 seconds, 3 minutes or long duration calls. There is no pattern to this and it does not seem to happen after an event i.e. hold or mute etc.

Listening back to the recording of the interaction, you can clearly hear both side of the conversation are recorded but it is just both agent and customer saying hello can you still hear me.

We have a ticket open with Genesys but this has been happening for 4 weeks now and can impact as much as 15% of our inbound volume.

Has anyone had any experience of this and recommendations on a resolution to stop this happening?

Some Info: BYOC trunk, Spark NZ is external Telco, Agents are all using WebRTC phones and on the desktop application. Agents are a mixture of at home and in office. All of our media traffic is split tunnelled and not routing via VPN or Proxy for example.

Thanks,

Hi Calvin,

Are all range IP, domains, and UDP ports allowed in your firewall?

https://help.mypurecloud.com/articles/cidr-ip-address-range-for-cloud-media-services/

https://help.mypurecloud.com/articles/byoc-cloud-public-sip-ip-addresses/

https://help.mypurecloud.com/articles/domains-for-the-firewall-allowlist/

If you have SIP/voIP in your firewall I recommend you see if it enables Application Layer Gateway or manipulation protocols. In the past, I had this problem and my cause is near to yours.

Att,

Hi All,

We are currently experiencing an issue with inbound calls in to our APAC Sydney org.

During inbound calls we either lose just the customer side audio or 2 way audio. Customer and Agent can no longer hear each other and this can happen at any point, i.e 30 seconds, 3 minutes or long duration calls. There is no pattern to this and it does not seem to happen after an event i.e. hold or mute etc.

Listening back to the recording of the interaction, you can clearly hear both side of the conversation are recorded but it is just both agent and customer saying hello can you still hear me.

We have a ticket open with Genesys but this has been happening for 4 weeks now and can impact as much as 15% of our inbound volume.

Has anyone had any experience of this and recommendations on a resolution to stop this happening?

Some Info: BYOC trunk, Spark NZ is external Telco, Agents are all using WebRTC phones and on the desktop application. Agents are a mixture of at home and in office. All of our media traffic is split tunnelled and not routing via VPN or Proxy for example.

Thanks,