Genesys Cloud connection issues

If a customer reports agents not being able to make outbound calls or can't connect to inbound calls follow the steps below. 

1. Check Genesys Cloud Status page https://status.mypurecloud.com/ 
2. Log into the Customer's Org and make an outbound call to see if you can connect
3. Ask the customer to make an outbound call and see if they get an error message. Error messages can shine a lot of light on the situation. If they get an error message have them share it on a ticket. 
4. If they get an error message that looks similar to the below screenshot (Screenshot #1) It's possible they are having a network issue on their side. Please have them involve their IT network team to have them check the network. 

Screenshot #1