Genesys Cloud - Main

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! 

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Essentially, the system detected an attempt to interact with a call session that was no longer active at the agent's endpoint.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

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! 

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? 

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 

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! 

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? 

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 

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!