Genesys Cloud - Main

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

Olá @Eric Berkshire, saudações do Brasil!

This behavior is not strictly tied to missing an interaction while being On Queue. I've had the same situation in my BPO call center. It turned out to be a network issue caused by Wi-Fi.
In Genesys Cloud, an agent can be moved to Not Responding when the client session (streaming / softphone / WebRTC) becomes unstable or fails to properly acknowledge routing or alerting events.

From the logs you shared, a few indicators stand out:

• sessionType: "softphone"

• isDuplicatePropose: true

• consecutive propose → retract / cancel events

• routingStatus updates without a completed alert

• 429 (Too Many Requests) errors on diagnostics endpoints

This pattern typically points to session instability rather than missed interactions, even if the agent is not actively on queue at that moment.

I would validate the following points in order:

1. Multiple sessions / tabs

• Confirm the agent is not logged in from multiple browser tabs, browsers, or devices at the same time.

• Duplicate sessions are a common cause of duplicatePropose followed by retract events.

2. Network / VPN / proxy interference

• WebSocket or WebRTC interruptions (VPN, SSL inspection, corporate proxies) can cause the streaming client to reconnect silently.

• A short test without VPN or on a clean network often helps isolate this.

3. WebRTC / softphone session flapping

• Audio device changes, OS power-saving, browser background throttling, or headset switching can remove and recreate the softphone session.

• This can trigger "not responding" even without an inbound alert.

4. Rate limiting from the client

• The 429 Too Many Requests suggests something (extension, embedded app, custom script) is over-calling Genesys APIs.

• When the client is rate-limited, event handling and acknowledgements can be delayed or dropped.

5. Browser extensions or embedded integrations

• Security, privacy, or monitoring extensions may interfere with WebRTC or WebSocket traffic.

• Testing in an incognito / clean browser profile can quickly rule this out.

In short, this is usually a client/session health issue, not a pure routing or queue configuration problem.
Your open case with Genesys Support is the right path, but narrowing it down with the checks above should help identify the root cause much faster.

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

Thank you so much for the suggestions. 

It's interesting because the 429s are on the diagnostic endpoints for the webrtc statistics coming from genesys client itself. It looks exteremly chatty in my opinion to the endpoint which I thought could point to a bad client update going out which is why I was reaching out to the community.

The webrtc troubleshooter shows an excellent connection on the machine:

There are not multiple tabs open. 

It's very strange. I'm waiting to see if genesys support want to observe it live before I try restarting the computer. 

Olá @Eric Berkshire, saudações do Brasil!

This behavior is not strictly tied to missing an interaction while being On Queue. I've had the same situation in my BPO call center. It turned out to be a network issue caused by Wi-Fi.
In Genesys Cloud, an agent can be moved to Not Responding when the client session (streaming / softphone / WebRTC) becomes unstable or fails to properly acknowledge routing or alerting events.

From the logs you shared, a few indicators stand out:

• sessionType: "softphone"

• isDuplicatePropose: true

• consecutive propose → retract / cancel events

• routingStatus updates without a completed alert

• 429 (Too Many Requests) errors on diagnostics endpoints

This pattern typically points to session instability rather than missed interactions, even if the agent is not actively on queue at that moment.

I would validate the following points in order:

1. Multiple sessions / tabs

• Confirm the agent is not logged in from multiple browser tabs, browsers, or devices at the same time.

• Duplicate sessions are a common cause of duplicatePropose followed by retract events.

2. Network / VPN / proxy interference

• WebSocket or WebRTC interruptions (VPN, SSL inspection, corporate proxies) can cause the streaming client to reconnect silently.

• A short test without VPN or on a clean network often helps isolate this.

3. WebRTC / softphone session flapping

• Audio device changes, OS power-saving, browser background throttling, or headset switching can remove and recreate the softphone session.

• This can trigger "not responding" even without an inbound alert.

4. Rate limiting from the client

• The 429 Too Many Requests suggests something (extension, embedded app, custom script) is over-calling Genesys APIs.

• When the client is rate-limited, event handling and acknowledgements can be delayed or dropped.

5. Browser extensions or embedded integrations

• Security, privacy, or monitoring extensions may interfere with WebRTC or WebSocket traffic.

• Testing in an incognito / clean browser profile can quickly rule this out.

In short, this is usually a client/session health issue, not a pure routing or queue configuration problem.
Your open case with Genesys Support is the right path, but narrowing it down with the checks above should help identify the root cause much faster.

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

Looks like this question is resolved 😊
When you get a chance, please mark the reply that helped most as the Best Answer. It helps others with the same question!

Thank you so much for the suggestions. 

It's interesting because the 429s are on the diagnostic endpoints for the webrtc statistics coming from genesys client itself. It looks exteremly chatty in my opinion to the endpoint which I thought could point to a bad client update going out which is why I was reaching out to the community.

The webrtc troubleshooter shows an excellent connection on the machine:

There are not multiple tabs open. 

It's very strange. I'm waiting to see if genesys support want to observe it live before I try restarting the computer. 

Olá @Eric Berkshire, saudações do Brasil!

This behavior is not strictly tied to missing an interaction while being On Queue. I've had the same situation in my BPO call center. It turned out to be a network issue caused by Wi-Fi.
In Genesys Cloud, an agent can be moved to Not Responding when the client session (streaming / softphone / WebRTC) becomes unstable or fails to properly acknowledge routing or alerting events.

From the logs you shared, a few indicators stand out:

• sessionType: "softphone"

• isDuplicatePropose: true

• consecutive propose → retract / cancel events

• routingStatus updates without a completed alert

• 429 (Too Many Requests) errors on diagnostics endpoints

This pattern typically points to session instability rather than missed interactions, even if the agent is not actively on queue at that moment.

I would validate the following points in order:

1. Multiple sessions / tabs

• Confirm the agent is not logged in from multiple browser tabs, browsers, or devices at the same time.

• Duplicate sessions are a common cause of duplicatePropose followed by retract events.

2. Network / VPN / proxy interference

• WebSocket or WebRTC interruptions (VPN, SSL inspection, corporate proxies) can cause the streaming client to reconnect silently.

• A short test without VPN or on a clean network often helps isolate this.

3. WebRTC / softphone session flapping

• Audio device changes, OS power-saving, browser background throttling, or headset switching can remove and recreate the softphone session.

• This can trigger "not responding" even without an inbound alert.

4. Rate limiting from the client

• The 429 Too Many Requests suggests something (extension, embedded app, custom script) is over-calling Genesys APIs.

• When the client is rate-limited, event handling and acknowledgements can be delayed or dropped.

5. Browser extensions or embedded integrations

• Security, privacy, or monitoring extensions may interfere with WebRTC or WebSocket traffic.

• Testing in an incognito / clean browser profile can quickly rule this out.

In short, this is usually a client/session health issue, not a pure routing or queue configuration problem.
Your open case with Genesys Support is the right path, but narrowing it down with the checks above should help identify the root cause much faster.

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

We have seen an uptick in this happening for us as of this month and we were wondering the same thing. Is this still happening for you or did you connect with Support on the matter? 

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

Hi

Check that the Web RTC phone, in its configuration, is using the same Site as the trunk in the current call.

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,

Genesys  found an issue which occurs when multiple station connection attempts concurrently. One will succeed, but the other can fail causing incorrect information to be reported to the UI (and hence the 'Not Responding'). They've made a fix which is part of the latest Edge release. It's part of 1.0.0.35120

Hi

Check that the Web RTC phone, in its configuration, is using the same Site as the trunk in the current call.

Hi all,

I've got an agent that keeps getting notified that they have been moved to not responding while not on queue. It looks like it's coming from the "softphone" session be removed in genesys cloud.


Anyone else seeing this?

Any ideas on what can cause it?

We have several users experiencing similar issue where they go not responding without missing  an interaction which we have an open case with genesys support to investigate. They are usually on queue though. 

Thanks,