Genesys Cloud - Main

Hi

We are in the process of using 'progressive dialing' however following user testing we have noticed that there's a 2 - 3 second delay. This delay is occurring between the time the customer connects and when the agent first speaks. Is this behavior normal from this dialing mode?

Regards

Hi Peter. This is definitely not normal. I have a few questions that may help shed some light on this. First, we recommend using auto-answer plus persistent connection for the fastest connect times. Are you using both of those? Also, are you by chance using WebRTC? We have not yet released Persistent Connection for WebRTC (although it's coming in the near future), so until that comes out, it will be normal for slower connect times like you're mentioning.

If you are sure you're using auto-answer and persistent connection without WebRTC, then I'd suggest opening a support ticket so we can investigate why the connect times are so slow.

Thanks Adam. We are using auto-answer. Where can I check that 'persistent connection' has been enabled. This wasn't done via WebRTC.

It's configured under the base settings for that phone type - https://help.mypurecloud.com/articles/configure-base-settings/.

Specifically, under the "General" section of the "Base Line Settings" page.

There's also a tutorial here - https://help.mypurecloud.com/search/?term=base%20line%20appearance&content_type[]=resource_videos that explains the settings in more detail.

Hi all,

I'm using Pure Cloud Softphone without persistent connection.

Does this feature can improve and eliminate the delay in outbound call during a campaign?

Could someone suggest to me "Persistent Connection Timeout" value, based on best practises?

Thanks

Stefano

We have been using Progressive for over 18 months now and the 2 second delay between the dialer and agent is normal practice. We previously heard music until we changed the Inqueue Default flow to blank audio 100ms. Unfortunately its the time that takes to connect the call between the dials and an available agent.

We have been using persistent connection and still the delay exists. Lately the delay has been up to 30 secs but varies on daily basis. The only time you will get a direct connection is if you are manually dialing a number

Hi Darryn. > 2 seconds is definitely not normal. Please create a support ticket so we can investigate what the problem is.

Hi Adam,

we've already opened a ticket 0002065951 and no one from Genesys support suggested me to enable persistent connection on pure cloud softphones.

Next week i'm going to test this enabled and I'll let you know.

Thanks

Stefano