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Experiencing errors with making/receiving WebRTC calls

  • 1.  Experiencing errors with making/receiving WebRTC calls

    Posted 01-19-2019 14:37
    Starting today, some of our agents are sometimes seeing an error in the Windows PureCloud app when receiving / making calls. The call goes to another agent / fails. The error reads "Call Error - error.ininedgecontrol.connection.station.webrtc.iceNegotiation".
    Call Error
    We are using WebRTC with persistent connections. After restarting the PureCloud app, one or more calls can be handled, then the issue reappears. Restarting the edges or agent computers had no effect. Our edges updated to the latest firmware last night, so this may be related.

    I already opened a support case, but has anyone seen this error before and what may be the cause?
    #Telephony

    ------------------------------
    Sven Schiller
    Kognitiv
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  • 2.  RE: Experiencing errors with making/receiving WebRTC calls

    Posted 01-20-2019 10:37
    Edited by Eric Dauphinais 01-20-2019 10:43
    This typically shows routing issues between the  PureCloud edge and the webRTC client.

    From your post I understand that you have PureCloud edges at your location.

    ------------------------------
    Eric Dauphinais
    Quovim C3 (9264-2354 Quebec Inc.)
    ------------------------------

    Original Message


  • 3.  RE: Experiencing errors with making/receiving WebRTC calls

    Posted 01-20-2019 11:23
    Thanks Eric. We use edges that have a their own direct internet IP address.
    The only thing that changed from Friday is the new firmware on the edges. However, the release notes don't mention changes to the WebRTC transport (I recall a change a couple of releases back).

    I think I will revert to prior firmware and see if that addresses the issue.



    Original Message


  • 4.  RE: Experiencing errors with making/receiving WebRTC calls

    Posted 01-21-2019 02:05
    Hi Sven,

    We've had similar issues with RTC connections but not due to firmware upgrade, rather we made a significant firewall change that shut down our ability to do these connections.

    It may be a bit of a long shot, but if there are any firewalls between your agents and the Edge devices, check that they handle STUN processing correctly.

    Otherwise, please be sure to let us all know if the firmware backout works.  It's not unheard-of for regressions to appear in Edge software updates - we've had 4 show-stoppers in the past 18 months ourselves that we caught because we manually test all upgrades in the dead of night ourselves - so whatever you do be sure to test, test, test after any upgrade (or downgrade!).

    ------------------------------
    Christian Legg
    MyBudget
    ------------------------------

    Original Message


  • 5.  RE: Experiencing errors with making/receiving WebRTC calls

    Posted 01-21-2019 06:40
    Hi Christian,

    Looks like the firmware downgrade resolved the issue for us. Éric also confirmed it solved their issue.
    Leaving only one edge in service may be a workaround.

    Thanks,
    Sven



    Original Message


  • 6.  RE: Experiencing errors with making/receiving WebRTC calls

    GENESYS
    Posted 01-22-2019 08:49
    Does anyone have a Customer Care case opened on this?

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Experiencing errors with making/receiving WebRTC calls
    Best Answer

    GENESYS
    Posted 01-22-2019 11:10
    Just so everyone knows, this is getting a lot of attention from Development right now. It has been escalated to the core teams involved to try and figure out what happened and get it fixed.

    The short-term solution for anyone experiencing it is to roll back to the .7730 firmware version on the edge.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 8.  RE: Experiencing errors with making/receiving WebRTC calls

    Posted 01-22-2019 11:27
    What firmware version did you have to downgrade to? We have a Voice customer with the same errors.

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 9.  RE: Experiencing errors with making/receiving WebRTC calls

    GENESYS
    Posted 01-22-2019 13:07

    Hello everyone,
    As @George Ganahl stated, for customers that are affected by this issue, reverting to Edge build .7730​ firmware is resolving the issue.  Our developers have identified the root cause and will release fixes into production once they are validated by our QA team.

    We do not recommend taking this step unless agents are experiencing the call error that @Sven Schiller posted in the initial discussion.

    Any PureCloud Voice customers receiving the error should contact Customer Care for mitigation.  

    Thanks,
    Chrissy

    ​

    ------------------------------
    Chrissy Linzy
    Global Leader, PureCloud Customer Care
    Genesys - Employees
    ------------------------------

    Original Message


  • 10.  RE: Experiencing errors with making/receiving WebRTC calls

    Posted 01-23-2019 12:44
    Hi Chrissy,

    Is there any update on when the fixes will be released into production?

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    Braiden Woodward
    Foehn Ltd.
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    Original Message


  • 11.  RE: Experiencing errors with making/receiving WebRTC calls

    GENESYS
    Posted 01-23-2019 13:28

    Hi @Braiden Woodward,

    I am waiting for final confirmation from Dev and QA and will update everyone here as soon as we have the info​.



    ------------------------------
    Chrissy Linzy
    Genesys - Employees
    ------------------------------

    Original Message


  • 12.  RE: Experiencing errors with making/receiving WebRTC calls

    Posted 02-01-2019 03:10
    Hi @Chrissy Linzy,

    There were release of Edge version 1.0.0.7882 on Wednesday 30th. Release notes didn't specifically mention fix to this issue but do you know if this is now resolved by some of those fixes ?

    ------------------------------
    Jari Riihimäki
    Vintor Oy
    ------------------------------

    Original Message


  • 13.  RE: Experiencing errors with making/receiving WebRTC calls

    GENESYS
    Posted 02-01-2019 06:54

    Hi there,
    The newest release has the feature that caused the WebRTC issues last week disabled in this version.  It is available for manual update now, and auto-updates will begin again in the next few days.

    Thanks!



    ------------------------------
    Chrissy Linzy
    Genesys - Employees
    ------------------------------

    Original Message


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