Genesys Cloud - Main

Good Morning All,

many agents in our company are having  the following issue:

Hi Juan,

This could be caused by multiple concurrent logins: Why do multiple concurrent Genesys Cloud logins cause problems?

But Product Support should be able to tell as long as the logs capture the point it disconnects/session ends

Original Message:
Sent: 02-12-2026 08:41
From: Juan Martinez
Subject: Error - possible cause?

Good Morning All,

many agents in our company are having  the following issue:

during calls, the interaction seems to drop for no reason. it becomes invalid (allowing the agent to finish without any possible action available). it is a constant issue, and it happens at many networks (office, home). Do you have an idea of this issues happening?

- network disconnects seems not a possibility, the call continues until the end. the agent is capable to finish talking with the customer and the agent continues connected.

- the agent needs to logout and log back in from Genesys, not negotiable (nowhere else needs a "restart").
- network and console logs provided to support, seems no to have anything important about the root of cause (collected many but none had something useful).

Please advise,

Thank You.

#Telephony

------------------------------
Juan Martinez
Infrastructure Svcs. Eng I
------------------------------

Do you have an SBC sitting in front or even the SIP trace from Genesys, when I see this its usually the caller has dropped out or the computer has lost its internet connection

Original Message:
Sent: 02-12-2026 08:41
From: Juan Martinez
Subject: Error - possible cause?

Good Morning All,

many agents in our company are having  the following issue:

during calls, the interaction seems to drop for no reason. it becomes invalid (allowing the agent to finish without any possible action available). it is a constant issue, and it happens at many networks (office, home). Do you have an idea of this issues happening?

- network disconnects seems not a possibility, the call continues until the end. the agent is capable to finish talking with the customer and the agent continues connected.

- the agent needs to logout and log back in from Genesys, not negotiable (nowhere else needs a "restart").
- network and console logs provided to support, seems no to have anything important about the root of cause (collected many but none had something useful).

Please advise,

Thank You.

#Telephony

------------------------------
Juan Martinez
Infrastructure Svcs. Eng I
------------------------------

Hi Juan,

This scenario is quite broad; it could be caused by several factors, including expired tokens.
Before making any changes to the environment, here are some suggestions:

Quick actions (Easy, zero impact):
Check Org-level Timeout: Check the timeout settings under Global Settings. If set too low, this might be the cause.
Check HIPAA Compliance: In organizations with this setting enabled, logout is mandatory after 15 minutes of inactivity.
Concurrent Sessions: Check if users are logging in via multiple browsers or tabs, creating multiple (or hung) sessions.

Quick actions (Easy, low impact):
Persistent Connection: As previously suggested in the history, increase the persistent connection timeout from 600s to at least 3600s. Select a small pilot group first to evaluate the change.

Quick actions (Easy, medium impact):
Adjust Org-level Timeout: Increase the time in Global Settings. Caution: This is a global setting and affects all users.
Adjust HIPAA Settings: If applicable, increase the inactivity limit. Caution: This is a global setting and affects all users.

Long-term actions (Complex, medium impact):
Cross-team Engagement: Involve teams responsible for Firewall, SBC, Genesys, and Desktop Support (to analyze performance, local firewalls, and antivirus).
VDI Environment: If using VDI, evaluate server performance, resource sharing/oversubscription, or if "moving" (vMotion) is occurring.
Log/Trace Analysis: Enable advanced logs and traces to pinpoint the root cause."

Important: Do not make decisions or take actions without evaluating all impacts and share them with others so that everyone has the same perspective on actions and potential risks/impacts.

I hope this helps!

Original Message:
Sent: 02-12-2026 08:41
From: Juan Martinez
Subject: Error - possible cause?

Good Morning All,

many agents in our company are having  the following issue:

during calls, the interaction seems to drop for no reason. it becomes invalid (allowing the agent to finish without any possible action available). it is a constant issue, and it happens at many networks (office, home). Do you have an idea of this issues happening?

- network disconnects seems not a possibility, the call continues until the end. the agent is capable to finish talking with the customer and the agent continues connected.

- the agent needs to logout and log back in from Genesys, not negotiable (nowhere else needs a "restart").
- network and console logs provided to support, seems no to have anything important about the root of cause (collected many but none had something useful).

Please advise,

Thank You.

#Telephony

------------------------------
Juan Martinez
Infrastructure Svcs. Eng I
------------------------------

Hi Juan,

You might want to check this if you're using Azure AD SAML SSO. The LogoutURL field is optional.
Removing it resolved the issue.

Here's the thread."Your session has become invalid" error message & sign-out | Genesys Cloud - Main

Original Message:
Sent: 02-12-2026 08:41
From: Juan Martinez
Subject: Error - possible cause?

Good Morning All,

many agents in our company are having  the following issue:

during calls, the interaction seems to drop for no reason. it becomes invalid (allowing the agent to finish without any possible action available). it is a constant issue, and it happens at many networks (office, home). Do you have an idea of this issues happening?

- network disconnects seems not a possibility, the call continues until the end. the agent is capable to finish talking with the customer and the agent continues connected.

- the agent needs to logout and log back in from Genesys, not negotiable (nowhere else needs a "restart").
- network and console logs provided to support, seems no to have anything important about the root of cause (collected many but none had something useful).

Please advise,

Thank You.

#Telephony

------------------------------
Juan Martinez
Infrastructure Svcs. Eng I
------------------------------