Hi Tom,
Bethany's answer is spot on! It's possible that this setting was originally set to 60 minutes causing the 1-hour disconnect that you're experiencing. It's recommended that this setting be changed to 4 hours. As Bethay mentions, this change needs to be requested through a ticket with Genesys Customer Care as it requires a production change. For ease, you can specify you want this change:
SIPS option clean-idle-tout to 4 hr
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Best,
Paul Rapoza
Genesys - Employees
Professional Services Project Manager
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Original Message:
Sent: 11-01-2018 09:02
From: Bethany Han
Subject: Max Call Duration Timeout
Hi Tom,
Yes there is a configuration for the SIP server, "Cleanup-idle-tout" that is used. We ran into this when our agents were doing virtual training for 4 hours and were not doing anything active in Agent Desktop. Ours was originally set at 3 hours for our cloud configuration.
Here's the definition of that from Genesys: Specifies the time interval, in seconds, that T-Server waits for a call to be updated from its last update. After this time elapses, if no new events about the call are received, T-Server clears this call as a stuck call, either by querying the switch (if a CTI link provides such capabilities) or by deleting the call information from memory.
You could check with Customer Care to see if this caused your disconnections and about increasing it. Typically it's set to match the longest expected call in your specific environment.
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Bethany Han
Blue Cross Blue Shield of NC
Original Message:
Sent: 10-31-2018 12:19
From: Thomas Kondrat
Subject: Max Call Duration Timeout
Looking to see if anyone has had an issue with excessively long calls (+ 1 hour) getting disconnected? Is there a Max Call Duration Timeout setting somewhere that I am unaware of?
Thanks
Tom
#Inbound
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Thomas Kondrat
FCA US LLC
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