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
------------------------------