Genesys Cloud - Main

Hello Nikolaos, 

If you can provide the details about your Genesys Cloud region and a Conversation Id that experienced the issue, I'd be happy to look at the logs and see if I can identify what caused the error.

Thanks,

Hello Brad,

Thank you for the response. The Genesys region is the eu-central-1 and the conversation ID is the : a51a0061-526e-4a60-89a2-e854965f81bc.

Hello Nikolaos, 

If you can provide the details about your Genesys Cloud region and a Conversation Id that experienced the issue, I'd be happy to look at the logs and see if I can identify what caused the error.

Thanks,

Hello again Nikolaos,

It appears that call was handled by the Premise Edge and it was unable to contact the Genesys Cloud service that supports Bot Flows. In the past when I have seen similar issues it was due to a firewall policy blocking outbound connections to AWS. Specifically for this region the Edge will attempt to establish an outbound WebSocket Secure connection to the following URL: wss://loquentia.euc1.pure.cloud:443/

If you need additional assistance I'd recommend opening a ticket with our Care team and they can assist in fixing the connectivity issue.

Thanks,

Hello Brad,

Thank you for the response. The Genesys region is the eu-central-1 and the conversation ID is the : a51a0061-526e-4a60-89a2-e854965f81bc.

Hello Nikolaos, 

If you can provide the details about your Genesys Cloud region and a Conversation Id that experienced the issue, I'd be happy to look at the logs and see if I can identify what caused the error.

Thanks,

Hello Brad,

Thanks again. Is there any documentation regarding the service that supports Bot Flows? Something which will guide us to resolve the issue?

We have already raised the issue to Customer Care (before we open here), without any response.

Hello again Nikolaos,

It appears that call was handled by the Premise Edge and it was unable to contact the Genesys Cloud service that supports Bot Flows. In the past when I have seen similar issues it was due to a firewall policy blocking outbound connections to AWS. Specifically for this region the Edge will attempt to establish an outbound WebSocket Secure connection to the following URL: wss://loquentia.euc1.pure.cloud:443/

If you need additional assistance I'd recommend opening a ticket with our Care team and they can assist in fixing the connectivity issue.

Thanks,

Hello Brad,

Thank you for the response. The Genesys region is the eu-central-1 and the conversation ID is the : a51a0061-526e-4a60-89a2-e854965f81bc.

Hello Nikolaos, 

If you can provide the details about your Genesys Cloud region and a Conversation Id that experienced the issue, I'd be happy to look at the logs and see if I can identify what caused the error.

Thanks,