Genesys Cloud - Main

Hi Team,

I hope you all doing well,

I have an issue that after dialling the number regardless of internal or external, Call stays at CONTACTING  no response if i try to disconnect also not disconnecting after some time I get an error that

CALL ERROR

A call error has occurred. Please contact support. Details: Disconnect command failed to complete in time...

CALL ERROR

The request to hang up the call failed.

After this message if click on hangup call will be hung up. But no call success. kindly need your support in fixing this issue.

I am using WebRTC as a station. also, I have attached the screenshots for the mentioned.

#Telephony

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Mohammad Khaleel
Al Arabiya Systems Engineering (ASE)
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On the surface that appears to be communication errors between the Client and PureCloud or PureCloud and the Edge across the internet/WAN.

So, make sure your firewall is configured correctly to allow all the needed ports and protocols.

Do some network analysis to see if packets are being rejected or lost somewhere.

Work with Customer Care to see if anything is in the Edge logs that would reveal the problem.

You can look at the Client's Network log (HAL file) and Console log (instructions on how to gather them are in the Resource Center) to see if there are any clues.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Thanks for Reply George as expected,

I can receive incoming calls through IVR but it's only about when dialling out. any idea on this.

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Mohammad Khaleel
Al Arabiya Systems Engineering (ASE)
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Original Message:
Sent: 05-13-2019 08:15
From: George Ganahl
Subject: Any Call Stays "Contacting"

On the surface that appears to be communication errors between the Client and PureCloud or PureCloud and the Edge across the internet/WAN.

So, make sure your firewall is configured correctly to allow all the needed ports and protocols.

Do some network analysis to see if packets are being rejected or lost somewhere.

Work with Customer Care to see if anything is in the Edge logs that would reveal the problem.

You can look at the Client's Network log (HAL file) and Console log (instructions on how to gather them are in the Resource Center) to see if there are any clues.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Does the agent get other calls while a previous call remains connected? Sometimes we get this when they have changed status before marking a call with the correct wrap-up code. If this is the same scenario then we used the wrap-up timeout function and have seen a dramatic reduction in the number of instances where this happens.

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Gordon Thomson
Actavo
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Original Message:
Sent: 05-13-2019 14:21
From: Mohammad Khaleel
Subject: Any Call Stays "Contacting"

Thanks for Reply George as expected,

I can receive incoming calls through IVR but it's only about when dialling out. any idea on this.

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Mohammad Khaleel
Al Arabiya Systems Engineering (ASE)
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Original Message:
Sent: 05-13-2019 08:15
From: George Ganahl
Subject: Any Call Stays "Contacting"

On the surface that appears to be communication errors between the Client and PureCloud or PureCloud and the Edge across the internet/WAN.

So, make sure your firewall is configured correctly to allow all the needed ports and protocols.

Do some network analysis to see if packets are being rejected or lost somewhere.

Work with Customer Care to see if anything is in the Edge logs that would reveal the problem.

You can look at the Client's Network log (HAL file) and Console log (instructions on how to gather them are in the Resource Center) to see if there are any clues.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

HI Mohammad - I have a customer that is getting the same error several times a day. Did you work with customer care to find a resolution?

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Kleid Gjataj
Mindsight
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