Genesys Cloud - Main

Hi Folks!!

Recently we have implemented  new Yealink Phones to work with Genesys CLoud Premise.

Everythig works fine, with all the interactions, but as soon as we drop an inbound interaction (drop by agent or customer, doesn't matter), the display into the Yealink phone still shows the time counting...like the call was not finished (when in fact it was)

I tried with a parameter into the Base Settings, called: 

Message Waiting Indicator (MWI)

But the issue still ocurrs...

Does anybody experienced the same? any help would be much appreciated.
Thanks in advance!

The MWI should only be a factor in voicemails, not calls.  On May 24, Genesys released this improvement:

Genesys Cloud improved the reliability of Message Waiting Indicator (MWI) behavior for managed hardware phones. This improvement removes the Unsolicited NOTIFY option, which simplifies the MWI setting. For organizations with hardware phones that are configured to use the Unsolicited NOTIFY option, the setting migrates to an enabled state automatically. For more information, see Configure the Message Waiting Indicator setting. This feature has no restriction by user or required user to access.

I am guessing the Yealink phone may not be looking for the Notify option. I would also try to get logs from the phone in debug mode so you can see if the phone is actually getting the information needed to drop the call.  Also, does this happen if you hang up the phone physically instead of through the interface or on call drop?

Hi Folks!!

Recently we have implemented  new Yealink Phones to work with Genesys CLoud Premise.

Everythig works fine, with all the interactions, but as soon as we drop an inbound interaction (drop by agent or customer, doesn't matter), the display into the Yealink phone still shows the time counting...like the call was not finished (when in fact it was)

I tried with a parameter into the Base Settings, called: 

Message Waiting Indicator (MWI)

But the issue still ocurrs...

Does anybody experienced the same? any help would be much appreciated.
Thanks in advance!

Hi Robert!!

First of all, thanks for your answer.

Regarding your question, if we hung ip the phone physically, the display show the call dropped correctly.

When you say: 

I would also try to get logs from the phone in debug mode so you can see if the phone is actually getting the information needed to drop the call

What kind of information I should look for? You mean into SIP messages of NOTIFY Option??

Thanks in advance!

Best regards.

David.

The MWI should only be a factor in voicemails, not calls.  On May 24, Genesys released this improvement:

Genesys Cloud improved the reliability of Message Waiting Indicator (MWI) behavior for managed hardware phones. This improvement removes the Unsolicited NOTIFY option, which simplifies the MWI setting. For organizations with hardware phones that are configured to use the Unsolicited NOTIFY option, the setting migrates to an enabled state automatically. For more information, see Configure the Message Waiting Indicator setting. This feature has no restriction by user or required user to access.

I am guessing the Yealink phone may not be looking for the Notify option. I would also try to get logs from the phone in debug mode so you can see if the phone is actually getting the information needed to drop the call.  Also, does this happen if you hang up the phone physically instead of through the interface or on call drop?

Hi Folks!!

Recently we have implemented  new Yealink Phones to work with Genesys CLoud Premise.

Everythig works fine, with all the interactions, but as soon as we drop an inbound interaction (drop by agent or customer, doesn't matter), the display into the Yealink phone still shows the time counting...like the call was not finished (when in fact it was)

I tried with a parameter into the Base Settings, called: 

Message Waiting Indicator (MWI)

But the issue still ocurrs...

Does anybody experienced the same? any help would be much appreciated.
Thanks in advance!