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  • 1.  CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted 03-05-2026 14:35

    My customer is experiencing an intermittent issue affecting multiple agents. When agents attempt to answer a call in the Omni-Channel client, the call never connects to the agent. The console log shows no Pickup event when the agent clicks Answer.

    We have not identified any issues with the network, WebRTC phone, or the agent's workstation/mouse.

    Has anyone experienced a similar issue or seen this behavior before? 

    Thank you all!


    #Omni-ChannelDesktop/UserInterface

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    Mark Volodarskiy
    Senior Systems Engineer
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  • 2.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted 03-05-2026 16:04
    Edited by James Bonnevie 03-05-2026 16:04

    Have you included all of the Genesys URLs for your region in the trusted URL list in Salesforce?



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    James Bonnevie
    Technology Engineer Consultant
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    Original Message


  • 3.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted 17 days ago

    James,

    All Genesys URLS have been added to the trusted URL list in Salesforce. In the Console log I have noticed that  all failed to be answered calls have a reference to Proxy(Object). No other calls have that.  I was not able to find any information about what that Proxy(Object) is.



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    Mark Volodarskiy
    Senior Systems Engineer
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    Original Message


  • 4.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted 17 days ago

    Can you please paste the entire error message with that information in your Reply to this email?

     

    Jim Bonnevie

    Technology Engineer Consultant

     

     




    Original Message


  • 5.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted 16 days ago

    The audio packets need to bypass the proxy.



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    Anderson Rodrigo Muralo
    na
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    Original Message


  • 6.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted 16 days ago

    Hi Mark

    If it's intermittent settings is probably fine, did you check if the agent has more browser tabs open with a Genesys Cloud session? This might lead to unexpected behaviour.

    Regards,



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    Jeroen van der Sandt
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    Original Message


  • 7.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call

    Posted 16 days ago

    Granted, rule of thumb manadates that agents should not have Genesys open in another browser. However, if they did, are they able to answer calls there or do they experience the same issue?



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    James Bonnevie
    Technology Engineer Consultant
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    Original Message


  • 8.  RE: CX Cloud (SalesForce) - Clicking on the Answer call button doesn't connect the call
    Best Answer

    Posted 16 days ago

    Hello,

    We've seen a few similar cases. Some browsers have performance features that make tabs idle to save machine resources, and it's a good practice to disable those.

    Please check the logs to see if there is any error with this identifier: error.ininedgecontrol.connection.timeout.

    If this type of error is present, it usually indicates a network restriction or a firewall blocking the required ports for UDP/RTP and STUN/TURN traffic.

    I also recommend increasing the queue alert timeout so there is enough time for the WebRTC connection to be established before the call expires.



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    Gabriel Garcia
    NA
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    Original Message


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