State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

11 Troubleshooting

11.1 Accessing Genesys Troubleshooting

11.2 Status Troubleshooting

11.3 Recording Search Troubleshooting (Video instructions available: Recording Search Troubleshooting)

11.4 Call Handling Troubleshooting

11.5 Supervisor and Administrator Troubleshooting

11.6 Submitting a Genesys Support Ticket (Video instructions available: Submitting a Genesys Support Ticket, Escalating a Genesys Support Ticket)

This section is for troubleshooting problems with Genesys. It is updated as new issues are reported.  

If you run into an issue: 

1. Make sure you’ve completed all trainings. 
   1. IM worker trainings are on the Learning Center 
      1. Genesys Automated Telephonic Signature 
      2. Genesys for Administrators Training 
      3. Genesys for Agents Training 
      4. Genesys for Supervisors and Administrators training 
      5. Genesys for Supervisors Training 
   2. All others should use the links on the CWW Gateway Page.  
2. Check if the issue and resolution is provided in this section or in this user guide. 
3. If the issue is not in either, reach out to support and describe the issue with as much detail as possible. Please include: 
   1. Name 
   2. Name of the place the agent is using 
   3. Detailed description of the issue 
      1. Include the name of the application you are trying to use 
      2. Include any error messages you are receiving 
   4. Screenshots 
   5. Conn ID for calls that have trouble

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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