Genesys Cloud - Main

Hi everyone,

We've noticed some voice interactions where the conversation has effectively finished, but the agent and customer remain connected for another 1–4 minutes with no further speech, until the customer eventually hangs up.

Looking at the participant disconnect reasons for some examples, we're seeing:

Internal = Peer / External = Endpoint

Our understanding is that this indicates the customer/external endpoint ultimately initiated the disconnect, with the agent side then disconnected by the peer. In comparison, when the agent ends the call through the Genesys client, we see Internal = Client / External = Peer.

We know these interactions could potentially be identified retrospectively using transcript/acoustic timestamps and conversation detail data, but what we're interested in is whether there is a supported way to handle this in real time.

For example, if the agent and customer are still connected and there has been continuous silence for n seconds, is there any way to:

• notify the agent that the call is still connected, or
• automatically disconnect the interaction after a defined silence threshold?

I'm aware of Architect's Detect Silence action, but as far as I understand, this doesn't apply once the call is actively connected to an ACD agent.

Has anyone solved a similar use case, either natively in Genesys Cloud or using real-time events/APIs?

Hi @Phaneendra Avatapalli

We can check "Disconnect on Idle RTP" option: Use this switch to enable or disable the ability to disconnect a call when RTP is not received for an extended period of time., this switch automatically terminates calls lacking received RTP packets for extended periods

https://help.genesys.cloud/articles/external-trunk-settings/ 

The "Disconnect on Idle RTP" option is available in both:

1. Genesys BYOC Premises Edge (Edge Groups):

• Available: YES
• Location: BYOC Premises Edge group settings
• Default: Enabled
• Description: The Disconnect on Idle RTP switch automatically terminates calls lacking received RTP packets for extended periods

2. BYOC Cloud Trunks (External Trunks):

• Available: YES
• Location: External trunk settings for BYOC Carrier and BYOC PBX trunks
• Default: Enabled
• Description: This switch enables or disables the ability to disconnect a call when RTP is not received for an extended period of time

Timeout Values (same for both):

• 5 minutes for normal calls (bidirectional media)
• 12 hours for media sent in one direction only (unidirectional)

Important Note:
For BYOC Cloud external trunks, this setting is part of the advanced trunk configuration options. While most basic trunk configurations work with default settings, you can access and modify the "Disconnect on Idle RTP" setting when configuring advanced external trunk settings.