Well, it has been a while since I had a moan, I thought things had been a bit quiet.... well here goes... TURN THESE NOTIFICATIONS OFF.
This probably is the biggest act of self degradation I have seen in a while...
1. The notifications are huge - take up 20%+ of the Purecloud GUI on what is a crowded desktop already. (in our environment)
2. We as a business do not need Genesys to give staff excuses saying Purecloud isn't working when it is
3. We do not want Staff downing tools and leaving their workstations because they believe Purecloud is broken - when it isn't
4. The network Infrastructure manager is calling out Purecloud as the VILLAIN in this and confirms everything is working today as it was yesterday.
5. George It can be ignored not when the Notification is this BIG!!!! :-) :-)
6. Clearly this ALERT is far too sensitive, the agents are adaptive and carry on even if the script slows oh so slightly or the sound quality impairs mildly from time to time, I agree "knowledge is Power" but it depends who is wielding it.
Whoever thought this a good idea to put this alert in this place should not be left unsupervised..IMHO. I agree this is very useful information but stick it somewhere else. (not being rude here) put it in the EVENT VIEWER, make us admins aware YES... but the Call centre Agents NO NO NO NO
I further agree with
@Tony Marcic
"Is there a way to configure or remove the alert as we technically do not have a connection failure? There is a concern that if these alerts are continually ignored, when we actually do have a connection issue the alert may just be overlooked."
I am sorry to hear my Reseller colleagues on the forum have complaining customers this must suck!
Submitting a support ticket fills me with dread - Am I able to take action to cancel this with a retrograde of the Edge or GUI to previous versions???
I remain an enthusiastic advocate of Purecloud - despite the occasional frustrations - Please fix this ASAP
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Matt Calton
Grove & Dean Ltd
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Original Message:
Sent: 07-24-2019 15:57
From: George Ganahl
Subject: Network connectivity alerts
Ok, well...I was just reminded that the alerts are a new feature as of this morning:
Network connectivity alerts in interactions
Agents now receive notifications when PureCloud detects network connectivity issues in interactions. Agents can use this information to determine how they should proceed with an interaction. For more information, see Network connectivity alerts.
So, the warnings are merely exposing network connectivity issues that have been there all along.
Since they are just warnings, not errors, they are there to let you know there might be an issue. If there is no actual connectivity problem manifesting, then it can be ignored (though not dismissed, as far as I can tell). The article does say to report persistent issues to Customer Care.
There is nothing on status.mypurecloud.com because it is not an outage or anything on the PureCloud side at fault. The system is merely exposing existing networking issues.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-24-2019 15:36
From: Dean Thames
Subject: Network connectivity alerts
We are experiencing a similar issue: Unable to direct connect with WebRTC. Relaying may be effective but can affect connectivity and latency.
Is this a situation where the condition has existed but because the network connectivity alerts themselves are new?
My customers are startled but i'm not seeing where they're actually experiencing a service disruption.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 07-24-2019 15:28
From: Ronak Shah
Subject: Network connectivity alerts
Not in our case, as we have been using WebRTC for more then a year and have never experienced such issue.
I can confirm that there is nothing wrong with Network, it could be something specific to Org or Region.
I also have mix of users- some on Premise, some Remote, some Out of Country I,e
Dominican Republic, Florida and Burlington and everyone is having this issue.
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Ronak Shah
Brant Telephone Inc.
Original Message:
Sent: 07-24-2019 15:21
From: George Ganahl
Subject: Network connectivity alerts
I heard something from a Technical Account Manager. Some customers are having the issue because they have the WebRTC ports blocked on their corporate firewall (because they are not using the WebRTC phone).
Is that, perhaps, what you are experiencing?
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-24-2019 15:08
From: Ronak Shah
Subject: Network connectivity alerts
I now have a Ticket open and Support states that "This has been identified and our team is still investigating the issue",
but i do not see any updates in this regards on Status Page
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Ronak Shah
Brant Telephone Inc.
Original Message:
Sent: 07-24-2019 14:21
From: George Ganahl
Subject: Network connectivity alerts
In case anyone wants to replicate it, just disable the network adapter (or unplug the cable) on your computer. The warning triangle should show up pretty quickly in the title bar. Then reconnect the adapter and click the link before the warning goes away.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-24-2019 13:44
From: Angelia Harper
Subject: Network connectivity alerts
I just had it happen to me and was able to follow the link to that article. Thank you.
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Angelia Harper
Avtex
Original Message:
Sent: 07-24-2019 13:35
From: George Ganahl
Subject: Network connectivity alerts
Ok, thanks!
https://help.mypurecloud.com/articles/network-connectivity-alerts/
That warning indicates a general communication problem between that specific computer and the internet. It could be that the network adapter is having problems, or the Local Area Network (LAN) is having problems, or the ISP is having problems with your internet connection...many different sources are possible. Another computer may not have the same problem. It is not specifically related to the latency information provided from Cloudping.
The Resource Center article says, specifically, "If you see this message, contact your administrator or your company's technical support staff. Let them know that PureCloud detects connectivity problems with your local network or Internet. Make sure to inform them that PureCloud displays the Poor Internet connection detected message."
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-24-2019 13:27
From: Gladys Galabay
Subject: Network connectivity alerts
Hello George,
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Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
Original Message:
Sent: 07-24-2019 13:21
From: George Ganahl
Subject: Network connectivity alerts
Do you have a screenshot of the alert you are seeing?
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-24-2019 12:46
From: Gladys Galabay
Subject: Network connectivity alerts
Hello
Please I need know if this alert show problems with the internet for connect with purecloud cloud?
This alert have some relationship with the times that I can see when run cloudping.info, I ask, because the UI show the alert but when I enter to CloudPing.info, the times of my region are less of 180 ms.
| Cloudping |
remove preview |
|
| CloudPing.info |
| This site allows you to perform an HTTP ping to measure the network latency from your browser to the various Amazon Web Services™ datacenters around the world. |
| View this on Cloudping > |
|
|
thanks by attention
#Omni-ChannelDesktop/UserInterface
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Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
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