Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep

Hi Rajdeep,

We had this issue occur yesterday for some of our users.  What day/time did this happen for you?

Jennifer

Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep

Hi Jennifer,

It's so much random . For us couple of week it will be stable and then couple of week it will start appearing.

Thanks,

Rajdeep

------------------------------
Datta Rajdeep
AXA Group Operations SAS

Original Message:
Sent: 06-25-2024 10:56
From: Jennifer DiCesare
Subject: Users are not able to answer the calls

Hi Rajdeep,

We had this issue occur yesterday for some of our users.  What day/time did this happen for you?

Jennifer

------------------------------
Jennifer DiCesare
Esri Canada

Original Message:
Sent: 06-25-2024 04:33
From: Datta Rajdeep
Subject: Users are not able to answer the calls

Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep

#Telephony

------------------------------
Datta Rajdeep
AXA Group Operations SAS
------------------------------

Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep

We're having this exact issue as well. Doesn't seem to be any set times that we can narrow down. Of our 400 people in queues it's happening to about 5% of them multiple times a day at this point it seems. 

Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep

We're having this exact issue as well. Doesn't seem to be any set times that we can narrow down. Of our 400 people in queues it's happening to about 5% of them multiple times a day at this point it seems. 

------------------------------
Matt Asselin
4imprint, Inc.

Original Message:
Sent: 06-25-2024 04:33
From: Datta Rajdeep
Subject: Users are not able to answer the calls

Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep

#Telephony

------------------------------
Datta Rajdeep
AXA Group Operations SAS
------------------------------

Hi Matt, we used to experience users not being able to answer because they were logged out of the system in mass groups, but not everyone.  We suspect it had something to do with Genesys not bypassing our firewall.  It may not be your exact issue, but I'm putting it out there just in case it helps.

We're having this exact issue as well. Doesn't seem to be any set times that we can narrow down. Of our 400 people in queues it's happening to about 5% of them multiple times a day at this point it seems. 

Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep

Hi Jennifer,

Thanks for the information. Would like to know when you said Genesys not bypassing your firewall , could you please explain more ?

Does that mean your Genesys Traffic is bypassing the firewall and directly going to internet ?

Do you have VPN users ? Is there any split tunnel configured where traffic is directly going to internet ?

Is it possible for you to let me know how the traffic flow is for your case ?

Thanks,

Rajdeep

Hi Matt, we used to experience users not being able to answer because they were logged out of the system in mass groups, but not everyone.  We suspect it had something to do with Genesys not bypassing our firewall.  It may not be your exact issue, but I'm putting it out there just in case it helps.

We're having this exact issue as well. Doesn't seem to be any set times that we can narrow down. Of our 400 people in queues it's happening to about 5% of them multiple times a day at this point it seems. 

Hello Folks,

In our Org we re facing multiple issues where users are not able to answer the call and not only us from community could see this happens with other customer as well.

> Some time user is getting alert notification without Answer button and that is leading to not responding.

> Some time they are clicking on Answer button but nothing is happening and call goes to not responding.

> When they click on answer , they get Failed to answer the call and get any other error.

Is there any permanent fix for these and  what is causing this issues ?

Thanks in Advance,

Rajdeep