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  • 1.  Call Disconnect Issue

    Posted 08-05-2024 01:54

    Hello Folks,

    We are recently facing lots of issues with Call Disconnection where after clicking on Answer button the calls are not getting answered.

    One things looks like similar in all logs is below :

    index.js:8 [streaming-client] IceCandidateError Array(1)
    t.logMessage @ index.js:8
    index.js:8 IceCandidateError RTCPeerConnectionIceErrorEven

    Does anyone has any idea what is this and what it's indicating to ?

    I would like to get some brief idea about it .

    Thanks in Advance

    Rajdeep


    #Telephony

    ------------------------------
    Datta Rajdeep
    AXA Group Operations SAS
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  • 2.  RE: Call Disconnect Issue

    Posted 08-05-2024 02:54

    First step is making sure you've allowed the firewall rules indicated on the Resource Centre.  This points almost directly at your firewall/network not allowing the STUN and SRTP ports as required.



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


  • 3.  RE: Call Disconnect Issue

    Posted 08-05-2024 04:17

    Hi Vaun,

    Below are the ports are opened in FW as per Genesys documents .

    udp/3478 (STUN) , udp/16384-32768 (SRTP/TURN), udp/19302 (STUN).

    But in logs there is a port 56881 , do you know from where it's coming ? Do you have any document which covers it ?

    Thanks,

    Rajdeep



    ------------------------------
    Datta Rajdeep
    AXA Group Operations SAS
    ------------------------------

    Original Message


  • 4.  RE: Call Disconnect Issue

    Posted 08-05-2024 03:06

    Goto "Performance / Workspace / Interaction / <Select Interaction> / Details / SIP Diagnostics" and Download the PCAP.
    Open it with wireshark and check if the there is something strange in the SIP messages.



    ------------------------------
    Andreas Tikart
    Fiebig GmbH
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    Original Message


  • 5.  RE: Call Disconnect Issue

    Posted 08-05-2024 07:11

    We are having lots of instances of this too, is this something that you've seen a rise in recently? 



    ------------------------------
    Shauna Gibson
    Motability Operations
    ------------------------------

    Original Message


  • 6.  RE: Call Disconnect Issue
    Best Answer

    GENESYS
    Posted 08-06-2024 16:07

    Hello,

    I wanted to reiterate what Andreas said in a post above, you should navigate to the interaction by going to Performance > Workspace > Interaction > select the interaction which had an issue.

    On the Details tab of the Interaction, at the very bottom of the page, you should be able to click on the sipDiagnostics.pcap link to download the SIP pacp. This will have the SIP messages related to this interaction and can help you see where the traffic is coming from and going to.

    If you are seeing IceCandidateError messages, it's typically an indication of some network issues.



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------

    Original Message


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