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  • 1.  Missing Answer/Decline button - UI

    Posted 06-02-2020 11:24
    No replies, thread closed.
    Hi,

    Since yesterday, to various degrees of severity, both our Inbound and Outbound agents are unable to place calls or accept an incoming call since there's no "Answer/Decline" button. I've opened a ticket but there's no ETA on resolution. If you are having this problem and found a temporary solution, could you please advise on what we can do?

    Thanks,

    Marc
    #Routing(ACD/IVR)

    ------------------------------
    Marc Moynan
    Canadian Dealer Lease Services Inc
    ------------------------------


  • 2.  RE: Missing Answer/Decline button - UI

    Posted 06-02-2020 16:19
    No replies, thread closed.
    Hi Marc,

    We had a few users experience this randomly a week or so ago. The only thing these users had in common was old PCs and their resource usage was spiking. While I opened a ticket with Genesys and they are investing logs, we have not had it happen since.

    Everything worked fine after a refresh and only occurred a second time for one user.

    Thanks,
    Daniel McLeod

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 3.  RE: Missing Answer/Decline button - UI

    Posted 06-02-2020 17:19
    No replies, thread closed.
    Hi Marc, 

    we have the exact issue with 4 different purecloud org. 



    Best Regards, 
    Amr Khalil 
    Genesys System Engineer

    ------------------------------
    Amr Khalil
    IST Integration Services And Technologies Co.
    ------------------------------

    Original Message


  • 4.  RE: Missing Answer/Decline button - UI

    Posted 06-02-2020 20:10
    No replies, thread closed.
    Not that I can really help, but how many of your users are experiencing this and how often? Is this a constant thing for them?

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 5.  RE: Missing Answer/Decline button - UI

    Posted 06-03-2020 08:29
    No replies, thread closed.
    Thanks for everyone who's mentioned having this issue. Our case has been escalated to the engineering team. So it's probably not a bad idea to open a case if you're having similar issue. 

    Marc

    ------------------------------
    Marc Moynan
    Canadian Dealer Lease Services Inc
    ------------------------------

    Original Message


  • 6.  RE: Missing Answer/Decline button - UI

    Posted 06-03-2020 18:42
    No replies, thread closed.
    I got a response on my ticket today that said they cycled a degraded edge and that should fix it.

    I have asked for more info, as there was no explanation.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 7.  RE: Missing Answer/Decline button - UI

    Posted 06-04-2020 09:29
    No replies, thread closed.
    Daniel,

    Our case seems to have been resolved with the same reason given. Cloud is working normally now. 

    Thanks for posting.

    Marc

    ------------------------------
    Marc Moynan
    Canadian Dealer Lease Services Inc
    ------------------------------

    Original Message


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