Hi everyone,
We are experiencing an issue with inbound routing and are struggling to find the root cause. Hoping someone in the community has seen this before or can help troubleshooting this!
Our Tech Stack:
- Salesforce Service Cloud Voice (Partner Telephony)
- Enhanced Omni-Channel
- Genesys Cloud CX
The Issue: For specific agents (not all, but the affected ones experience it randomly), when a call rings in the Omni-Channel widget, they are unable to accept it. Clicking the "Accept" button does not connect the call.
The call eventually times out, is routed back to Genesys, and pushed to the next available agent. Oddly, if it reroutes back to the same agent (after switching status), it might work perfectly the second time.
Symptoms & Observations:
- Agent Suspicion: Some agents feel this happens right around a status change or when their presence is flipping, but we have not been able to reliably reproduce this.
- Because it only affects a handful of users repeatedly, we suspect a localized issue rather than a global routing failure.
Could this be a browser-level WebRTC/headset issue where Omni cannot establish the audio path, causing the "Accept" click to fail? How to debug this?
Any guidance or pointers on where to investigate next would be greatly appreciated. Thank you!
Hi @Mario Zoske
If agents are able to reproduce or encounter the error, try collecting browser console logs using the browser's Developer tool.
Check the logs for any No Pickup event or WebRTC Microphone error. If found, try running a WebRTC Diagnostic Test. You may need to contact Genesys support for further investigation.
Additionally, try checking with a different browser or by clearing history or cache.
Also, there are several relevant threads within the Genesys community that might provide additional context or potential resolutions for this behavior.
