Genesys Cloud - Main

Multiple agents are getting these error messages and unable to answer incoming calls. IT does not have an answer. 

Hello Stacey, 

My immediate recommendation is to open a case with product support with logs and interaction ids.

Now, the errors you're seeing may have different root causes, but there are a few common things to check.

The "Your session has become invalid while on a call" message typically occurs when an agent's session disconnects during a call or wrap-up. If you haven't already, enable End Interactions Automatically when Agents Logoff to help prevent orphaned sessions. If the feature is already enabled and the issue continues, it's best to open a case with Genesys Cloud Customer Care.

For "Failed to Answer Call" affecting multiple agents, a common cause is duplicate active sessions. Make sure agents are logged in from only one browser or device, and have them sign out of all sessions before logging back in. It's also worth checking for any device or network connectivity issues that could prevent auto-answered calls from connecting properly.

Cheers,

Hello Stacey, 

It indicates that your web session has expired, lost connection, or been invalidated (often due to inactivity, network interruptions, SSO timeouts, or security policies).

If you're using SSO, check whether there is an inactivity timeout configured in your SSO settings.

Genesys also has a session timeout setting. If you're using Genesys embeded (for example, in Salesforce or Zendesk), this could be affecting the session. In that case, you'll need to open a support ticket with Genesys.

Firefox also includes a power-saving feature that may impact browser behavior. If you're using Firefox, try disabling that setting to see if it resolves the issue.

If agents see this error frequently, check for network packet drops, Zscaler/VPN traffic inspection interrupting WebSocket connections.

You can also use Wireshark for troubleshooting. Simply enable it on the affected agents' machines and let it capture network traffic while the issue occurs.

While you investigate what's causing this issue, enabling Persistent Connection for WebRTC stations also helps maintain media stability during session renegotiations.

I hope this helps you.