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  • 1.  Disconnect Reasons

    Posted 03-31-2025 15:02
      |   view attached
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    Hello,

    Could someone please add some additional insight into the "disconnect reason" of "Endpoint - Session is inactive"? What could that mean? How would we troubleshoot this issue? I watched and listened to this interaction and the agent did not hang up on the customer. I saw the screen go black in the recording but the last thing I heard was the customer (after agent was gone) say "oh no we lost you". 

    I see separate parts of that disconnect reason on the "Disconnect reasons in the interaction's detail view" page in the Genesys Cloud Resource Center, but I don't see this specific reason listed. (attached is the participant details from the interaction in question).

    Thanks! 

     


    #Telephony

    ------------------------------
    Brenda Johnson
    Administrative Assistant
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  • 2.  RE: Disconnect Reasons

    Posted 04-01-2025 03:54
    No replies, thread closed.

    Hi Brenda,

    The disconnect reason "Endpoint - Session is inactive" indicates a voice provider error that occurs when a user attempts to perform an action on a call that has already been disconnected by the system or another party.

    Essentially, the system detected an attempt to interact with a call session that was no longer active at the agent's endpoint.

    For a full list of disconnect reasons and more details, please refer to the Genesys Cloud Resource Center 



  • 3.  RE: Disconnect Reasons

    Posted 04-01-2025 08:58
    No replies, thread closed.

    Thank you Orhun.

    I'm trying to determine how to investigate a call like this that was disconnected while both parties are attempting to continue the conversation. Specifically, how do I determine where the disconnection occurred on the agent's side, what steps or troubleshooting can I take to identify the cause of the issue and pinpoint what might have caused the agent's call to malfunction? 



    ------------------------------
    Brenda Johnson
    Administrative Assistant
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    Original Message


  • 4.  RE: Disconnect Reasons
    Best Answer

    Posted 04-01-2025 10:08
    No replies, thread closed.

    Hello Brenda,

    For interactions in Genesys, if you look under the Details tab, you will see a section that talks about Disconnect Reason(s) for both Internal and External Participant(s). It will look like the following below 

    • External Participant(s)
    • Disconnect Reason - Endpoint

    We have a Resource Center Article that goes over the disconnect reasons. You can find more information at https://help.mypurecloud.com/articles/disconnect-reasons/

    Disconnect reason: Endpoint

    Description:  The segment that caused the disconnect. For example, the user hung up their physical phone or the browser closed while using the Genesys Cloud WebRTC phone.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 5.  RE: Disconnect Reasons

    Posted 04-02-2025 01:27
    No replies, thread closed.

    I find that there is more clarity when looking at the API response to /api/v2/analytics/conversations/${input.conversationId}/details when investigating potential issues. 

    Use the https://developer.genesys.cloud/devapps/api-explorer page to check the conversationId and you can see the sip responses and disconnect reasons with the start/stop timings for all parties.



    ------------------------------
    Kevin Young
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    Original Message


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