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  • 1.  Agent Log capture

    Posted 05-22-2025 08:45
    No replies, thread closed.

    Hello,

    Some agent was complaining about system slowness, example receiving a call but after 1 or 2 seconds the call disappears like he/she is in not respond state,

    also she/he experienced that the left answer button is not working if it's pressed, only the the right (side of the screen) one.

    I have enabled the automatic logging on one of the users and saw this :


    2025-05-20T07:02:33.325000 error [streaming-client] IceCandidateError [ { errorCode: 701,
        errorText: 'TURN host lookup received error.',
        url: 'turn:turn.euc1.pure.cloud:3478?transport=udp',
        conversationId: '47367a0e-ac67-47eb-b096-8b0a1fda8d30',
        sessionId: '1311862406',
        sessionType: 'softphone' } ]
    2025-05-20T07:02:33.328000 error IceCandidateError { isTrusted: [Getter],


    2025-05-20T08:55:20.062000 error [streaming-client] IceCandidateError [ { errorCode: 701,
        errorText: 'STUN host lookup received error.',
        url: 'stun:turn.euc1.pure.cloud:3478',
        conversationId: 'ecdf95a7-d94a-41b0-989b-07b55c9a250d',
        sessionId: '1274775372',
        sessionType: 'softphone' } ]
    2025-05-20T08:55:20.066000 error IceCandidateError { isTrusted: [Getter],

    Can you help me with these connectivity errors ?

    Thanks,

    Sandor


    #SystemAdministration

    ------------------------------
    Sandor Berei-Ozsvath
    NA
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  • 2.  RE: Agent Log capture

    Posted 05-22-2025 14:29
    No replies, thread closed.

    Hello Sandor,

    I believe that is indicative that there is a network issue. I have seen this happen before and it typically happens when there is an issue with the network traffic coming to or leaving Genesys Cloud. If you have made any recent changes to your network, I would recommend rolling them back. We recommend that all traffic related to Genesys Cloud be bypassed or whitelisted.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Agent Log capture

    Posted 05-25-2025 23:42
    No replies, thread closed.

    If this was working fine until recently, have you made sure you  got the CIDR and RTP port range changes implemented that got rolled out by Genesys a few weeks ago and made sure those changes were deployed onto all network segments your agents sit, both in office and WFH via anything like ZScaler?  There had been articles and reminders about this sent.



    ------------------------------
    Vaun McCarthy
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    Original Message


  • 4.  RE: Agent Log capture
    Best Answer

    Posted 05-26-2025 02:03
    No replies, thread closed.

    Hi Sandor,

    These errors mean the agent's webRTC phone cannot establish a session. The answer button does work as it triggers the edges to start the webRTC session with the agent's machine. 

    But establishing that webRTC session is another thing. I second Vaun's suggestion above to ensure all required CIDR ranges and RTP ports are allowed.

    Cloud media services CIDR IP address range - Genesys Cloud Resource Center (mypurecloud.com)



    ------------------------------
    Niel Vicente
    Technical Lead - DAMAC Properties
    Ex-Genesys
    ------------------------------

    Original Message


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