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
,
In our specific case some users had a flag on the Genesys side to auto-answer incoming work and conflicted with that same setting on the Service Channel. It might not be the best solution but it solved this issue for the majority of our agents.
