11.1.2 Call Handling Troubleshooting
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State of Wisconsin
Department of Health Services

 Genesys Cloud CX

Release 25-02
August 13, 2025

11.1.2 Call Handling Troubleshooting

Issue Description Resolution
Problem with the call disconnecting Call immediately disconnects after being offered to the agent. 

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

Note If using a WebRTC keep the microphone enabled.
  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. 
Call offered but no ring or alert Genesys shows the agent is being offered a call, but their phone is not ringing, or their soft phone is not alerting. 
  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.  
     

This page last updated in Release Number: 25-02
Release Date:08/13/2025
Effective Date: 08/13/2025

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208