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Calls Dropping on agents on Org using BYOC and Cloud Services (Users getting client session inactive)

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  • 1.  Calls Dropping on agents on Org using BYOC and Cloud Services (Users getting client session inactive)

    Posted 10-16-2023 10:52
    No replies, thread closed.

    Hi all,

    We are having an issue by which some of our agents are getting calls dropping within our offices after the call has been established ok. The sympton is that the agent loses the call and when we go to the interactions we see that the agent side reports as " Endpoint - session inactive".

    This is our setup:

    • Org setup in euw2
    • Sites using trunks from 2 different providers
    • Sites dual connected for internet links
    • Users using WebRTC via MS Edge
    • Traffix proxied via ZSCaler\T2

    Has anyone experienced similar issues? Any feedback would be greatly appreciated.

    We have done some testing and it looks as if the issue goes if we use a single internet link.

    Thanks,

    Alberto  Palop


    #Telephony

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    Alberto Palop
    Canada Life Group Services Limited
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  • 2.  RE: Calls Dropping on agents on Org using BYOC and Cloud Services (Users getting client session inactive)

    Posted 10-21-2023 20:35
    No replies, thread closed.

    Zscaler can have some adverse effects on RTP traffic.  I have a colleague @Jim Hendry that has looked into this and here is a pretty good article about this:  How to Successfully Scale Your WebRTC Application in 2021 - OTTVerse.  You need to make sure your Zscaler is not trying to reroute traffic after the call is setup. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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