Hi Marcelo, I don't know if the issue we had is similar to yours, however, in my case there's was a problem with the carrier's SBC (this customer was BYOC).
Genesys support said that the call would have this problem (dropped) because the SDP which was sent out by PureCloud was not picked up and acknowledged by the Carrier's SBC. So the error found in the traces was "Description: No response from SIP Session Timer refresh."
So they suggested two options:
1: You'll need the carrier's SBC to add OPUS & PCMA to their SDP
OR
2: You can request the carrier disables session refresh.
I shared that info with the carrier, however they said that the SBC was not doing anything with codecs, that it simply passed thru the info. And on the other hand, they could disable the session refresh. However, I cannot confirm which of those options was the fix for the issue. I assumed they did something because the problem was fixed.
Regards,
Henry
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Henry Zambrano
Powernet Global Telecommunications
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Original Message:
Sent: 08-28-2020 17:43
From: Jorge Negri
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Hi.
We are currently facing the same error (TCP Protocol timeout) affecting agents that are using the PureCloud Softphone Client.
It is also impacting on many other of the users of the platform, all of them using PureCloud Softphone as well, at our customer's site, while attempting to start any manual outgoing call.
TCP is configured in the Phone trunk and also on the SIP External Trunk.
Opened a Support Case, but still no clear answers, and of course no solution delivered yet
The customer is very unhappy, and upset about this problem.
Thanks
Regards,
------------------------------
Jorge Marcelo Negri
Senior Project Consultant
Genesys PureCloud Certified Associate
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina
Original Message:
Sent: 02-07-2020 15:19
From: Kymberli O'Hagan
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Hello George,
We are using TCP for the Softphones.
------------------------------
Kymberli O'Hagan
TBD
Alberta Motor Association
Original Message:
Sent: 02-07-2020 12:39
From: George Ganahl
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Kymberli,
What protocol are you using for the PureCloud Softphones?
Also, one thing I have seen mentioned before is to ensure you select the network interface to use in the Softphone options instead of letting it automatically select. Especially if the computer has multiple network interfaces (like VPN, WiFi, ethernet, etc.)
------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-06-2020 22:28
From: Kymberli O'Hagan
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Hey Henry, It's interesting.. over the last couple days we are actually seeing that same error come up with agents that are using the PureCloud Softphone Client. We have been piloting it to see if we can use it within some areas of our business, however we continue to have protocol errors. This one is a different kind of protocol error to what we've seen before.. and in some cases the call either drops, has static, has no problems (just an error) or it doesn't connect to the agent at all.
We have an open case now as well.
------------------------------
Kymberli O'Hagan
TBD
Alberta Motor Association
Original Message:
Sent: 02-06-2020 18:31
From: Henry Zambrano
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Hi Kymberli, thanks for your response. I have an open case with Genesys. In the first instance, they said that it was an known issue due to a change made last Friday but that they rolled back on Sunday. However, they are still investigating because we still have the same issue (it has something to do with Edges).
I'll post what they find.
Thanks,
------------------------------
Henry Zambrano
Powernet Global Telecommunications
Original Message:
Sent: 02-05-2020 10:32
From: Kymberli O'Hagan
Subject: Disconnect Type: Error; Error Code: error.ininedgecontrol.connection.protocol.timeout
Hello Henry,
We had run into something very similar in the past, is it on every call that you experience this? Have you been able to run any traces to see which side is requesting an update and which side is not responding?
What happened for us was that any call originating from PureCloud to our other carrier would drop after 2min - after running sip traces we could see that for us the other carrier was asking PureCloud for an update but the edge was ignoring it - and so the call would disconnect.
Similar experience.. so i thought i'd share :)
------------------------------
Kymberli O'Hagan
TBD
Alberta Motor Association
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
------------------------------
Henry Zambrano
Powernet Global Telecommunications
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