Genesys Cloud - Developer Community!

Hello Team,

We are experiencing a critical issue related to ACD participant states in our production environment.

As per our understanding, when an agent attends an interaction, the state of the ACD participant is expected to change from Disconnected to Terminated. However, in one of our customer environments, we are observing that the ACD participant remains in the Disconnected state even after the agent successfully attends the interaction.

This behaviour is unexpected and is impacting our production functionality.

Questions:

• Under what scenarios can an ACD participant remain in the Disconnected state?

• Is this behaviour expected under any special case (e.g., transfer conditions, routing anomalies, or platform limitations)?

• What additional checks or logs should we review to better diagnose this issue?

Additional Details:

• Impact: Critical (affecting production functionality)

• Interaction Type: Voice

We would greatly appreciate any guidance or clarification on possible causes and recommended troubleshooting steps.

Thank you in advance for your support.

#PlatformAPI

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Muhammed Shibil
Feebak: The Voice of Customer
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Here is some input I got from an internal team:
"For a phone call, if you are talking to someone and they hang up on you, you are disconnected. There is no media channel left to send audio. You only go terminated when you actually hang up (like put the handset back in the cradle) and fully release the connection that was established. Then it is terminated, and fully torn down from the telephony system."

The "terminated" state is unique to voice conversations. You mentioned the voice media type in the additional details section, so that is understood.
Next, my understanding is that when the agent picks up the ACD-routed call, the ACD participant disconnects from the conversation (no longer needed for routing), but isn't terminated until the conversation itself ends.
This ensures the ACD routing leg remains in the record for analytics and correlation, even though it's no longer actively involved.