I need a bit of help here. Our agents started complaining that the call is answered (with auto answer) however the Genesys softphone is lagging 5-10 seconds to show the caller details (such as which queue is the call from) therefore having difficulty with the right greetings. (multi skilled agents). We have checked the agent log files, Tserver log files and nothing seems to be wrong. We also had our network guys to check the network and no issues there. Any help or lead will be appreciated.
I strongly suggest moving away from GAD if you can. I found that having a third-party softphone usually costs me less than full-blown GAD with incessant need to upgrade.
I agree it for the mid- and big-size contact center with lot a technical spec with deep knowledgeably of Genesys product. But for small installation - GAD is can be really good choice as solid all-in-one in box solution.
P.S. But person, who install, configure and extend the GAD also shall be know how it cooked =)