11.1 Genesys Troubleshooting

Typically caused by a connectivity issue on the agent’s network. 

• Supervisors and Admins can view the agent’s status in Reporting to see when and how often the agent went offline during the time period. For instructions to see when and how often the agent went offline, see section 6.3.4 Viewing Agent Status Timeline Detail View. This could be due to a network issue. If this happens consult the agent’s local IT department.

Try removing the headset permission specific to the Genesys site from the browser.

1. Google Chrome Browser
   1. Click View site information button in the web address field. 
   2. Select the permission for microphone toggle button to disable the microphone.
      
   3. Click the Reload button.
      
2. MS Edge Browser
   1. Click View site information button in the web address field. 
   2. Click the Microphone drop down and select Block. 
      
   3. Click the Refresh button. 
      

1. Call the agent’s phone from an outside line. 
2. If it still doesn’t ring, this isn’t a Genesys issue, and the issue should be raised with local IT. 
3. If it does ring from another phone, a ticket can be opened with the Genesys Support Team. For instructions on opening a ticket, see section 11.2.2 Opening a Ticket.