Hi George, just to update you and all people who had same problem...
Regarding the test we had made today, I found something that could be related (or not) with our issues.
When we look at the Softphone registration, we see an IP address that is different from what we recieve on Edges:
sip:ES-5CG12163CD_1@130.177.172.179:8060;transport=tcp
So the desktop have a local IP address 130.177.172.179, that is been NATED to 172.28.221.179, and that is the IP we recieve in the signaling on egdes and phone trunk.
So the probem in the NAT.
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David Fradejas Tomás
Sabio Ibérica, S.A.
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Original Message:
Sent: 07-18-2023 21:00
From: George Ganahl
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Just to be sure...what softphone are they using? Or, are they using the Genesys Cloud WebRTC phone?
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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
Original Message:
Sent: 07-18-2023 11:21
From: David Fradejas Tomás
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
We are experiencing a very similar problem on a client we have where the error indicates transport protocol error.
Final customer (endpoints) uses a softphone and connects outside customer firewall, and also have to use customer proxy while connect to Genesys Cloud URLs.
If they connect using a physical phone, they do not experience any problem, but when using the softphone, the call does not get picked up, giving the error that I mentioned above. In the console and browser crashes we have observed that there is a problem when they try to connect to an Amazon Web Services URL but we are not sure if this is the root cause.
THe error taht give us in browser is: ["lastConversationError: ",{"id":"7dd3f165-5d71-40d9-bf79-0f81329ca213","errorInfo":{"code":"error.ininedgecontrol.connection.protocol.transport","message":"Transport Failure","messageWithParams":"Transport Failure","messageParams":{"text":"Transport Failure"}}}]
anyone has any idea? Thanks in advance
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David Fradejas Tomás
Sabio Ibérica, S.A.
Original Message:
Sent: 02-04-2020 10:32
From: Henry Zambrano
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Hi, we started to have a problem with a customer where calls are being dropped after 30 minutes in the conversation. In those calls (inbound calls), the customer and the agent are talking with no problem and suddenly the call disconnects and when we query the conversation details we can see the following error:
...
"errorCode": "error.ininedgecontrol.connection.protocol.timeout",
"disconnectType": "error",
"segmentType": "interact",
...
As I said, the duration of all those calls being dropped is around 30 minutes (+0, +1 or +2 minutes.)
This customer uses BYOC, we talked to the provider but they don't see anything wrong on their end, there's no timer. I also reached out to Genesys support to see if there's a setting in PureCloud that prevent from having a conversation more than 30 minutes but they said there is no such parameter.
Thanks,
#SIP/VolP
#Telephony
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Henry Zambrano
Powernet Global Telecommunications
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