FAQs: Support
How do I submit an enhancement request?
If you want to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab. To Access the Product Ideas Lab and add your idea, follow these steps:
- Sign in to the Genesys Knowledge Network. Note: Some Genesys Knowledge Network resources are available to the public; others, like the Product Ideas Lab, are only available to authenticated users. For more information, see How do I access the Genesys Knowledge Network?
- Click Home.
- On the Product Ideas Lab card, click Browse and Submit Ideas.
- From the Product Ideas Lab page, click Add a Product Idea.
You can also view and vote for existing ideas.
Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins:
- The same account logs in to web app on multiple tabs or browsers.
- The same account logs in to the desktop app and in the web app.
- The same account logs in on different computers at the same time.
- The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time.Note: If configured correctly, agents can use the Genesys Cloud desktop or browser client as the primary client while still using the embedded client concurrently. For more information, see Disable WebRTC audio and alerting notifications.
Multiple concurrent logins can cause these and other problems:
- Unsuccessful phone interactions
- Missed notifications
- Unrefreshed views
- Unreliably updated statistics in dashboards
- Other inconsistent behavior
Issues arise partly because each client has a limited number of notification channels for these events. More than one concurrent login can cause a notification channel to close. For more information about notification channels, see Use the notification service in the Developer Center.
Because you may not see these issues, Genesys Cloud notifies you if you lose your connection. If you see this notification, close any other instances of Genesys Cloud and refresh the app.
- You can log in to either the desktop or web app.
- In addition to either the desktop or web app, you can log in to the mobile apps at the same time. However, this support excludes concurrent logins between the embedded client and the mobile Communicate app, unless you disable webRTC in the embedded client.
- With persistent connection is enabled for your WebRTC phone, if you log in to either the desktop or web app and a mobile app, and place or answer a call with either the web or desktop app, the WebRTC connection remains open. Genesys Cloud routes any future calls directly through the open WebRTC connection instead of to devices; in other words, the mobile app does not receive notifications of the incoming call. For more information, see Use the persistent connection feature with a Genesys Cloud WebRTC phone.
Why does the Offered metric not always equal the Answered plus Abandoned metrics?
Flow-outs and Genesys Cloud’s method of tracking metric statistics could cause the Offered metric not to equal the Answered plus Abandoned metrics.
Offered interactions are either , , or flow-out interactions. Flow-outs are interactions that enter and leave a queue without getting answered by an agent or being disconnected. They can include transfers to voicemail, callbacks, and any system-driven events, such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit the queue and return to the IVR. Offered interactions are either answered, abandoned, or flow-out interactions.
Genesys Cloud tracks metric statistics in 30-minute intervals. An interaction could span multiple intervals. If an interaction enters a queue in one interval but is not answered or abandoned until the next interval, then Genesys Cloud counts the interaction as Offered in one interval and as Answered or Abandoned in the next interval. For example, a call comes in to a queue at 7:28 and an agent answers the call at 7:32. Genesys Cloud adds the call to the Offered metric for the 7:00-7:30 interval but adds the agent’s answer to the Answered metric for the 7:30-8:00 interval.
How do I replace a BYOC Premises Edge?
To replace a hardware-based BYOC Premises Edge, see Replace a BYOC Premises Edge.
How do I set up the Genesys Cloud WebRTC phone
Click the link below for comprehensive instructions on setting up the Genesys Cloud WebRTC phone in your organization.
How do I configure managed phones for FENT?
Click the link below to configure managed phones under the FENT (Far-End NAT Traversal) deployment model.
How do I get the conversation ID?
The conversation ID is a unique identifier for each interaction in Genesys Cloud. This ID is required by Genesys Cloud Support for most Severity 1 tickets. See Get a conversation ID for Support.
What if my carrier does not support the E.164 international numbering plan?
Genesys Cloud can transform the calling and called party numbers sent on an outbound call into an acceptable format for carriers that do not accept E.164. For more information, seeTransform the outbound address with regular expressions.
How can I check for outages, availability, and the system status of Genesys Cloud?
Click the link below for Genesys Cloud’s operational, system availability, incident, and outage information. Use the Subscribe to Updates button to receive status updates through email, SMS notifications, or RSS or Atom feeds.