Genesys Cloud - Main

Hello,

I've been examining the conversation details for a case I am looking into and have been seeing a new error code I've not encountered before in relation to failed transfers happening intermittently with a single user (to the best of my knowledge) initiated from a script:

"errorCode": "error.ininedgecontrol.ccxml",

I've not encountered this before and in searching for it, I have only found a reference to a past community post from 2018 in relation to a known event relating to an update that had gone live at the time.  I am not sure if that is at all relevant to the current situation I am encountering it in.

I was hoping someone in the community might be familiar with this error and what it represents.  The naming seems to suggest something happening at the edge level, but beyond that it is rather opaque to me.  Any suggestions of what to look for would be helpful.

Edit:  I got a bit more information from the end user and they shared the following error message which they received paired with it:


This sounds like it will probably need to be a support case, but if anyone has encountered this before, I think the general context would be valuable.

Thanks,

Matt

#ArchitectureandDesign

------------------------------
Matt Riedl
AdaptHealth LLC

https://www.credly.com/badges/4823ffbe-4cfc-4552-bcb0-0506a0dc978c/public_url

https://www.credly.com/badges/4a90f46f-6c8e-4863-8e05-ea08701328ca/public_url
------------------------------

Definitely open a ticket.  Looks like there is a loss of connectivity for the agent when attempting to make this API call.  Could be some local microphone issue, but you should be able to see that in the console logs.  You should get some PCAPs as well to see if there is a misrouting of the SIP packets.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hello,

I wanted to update briefly here in that I worked with our support vendor and received some guidance which was effective in resolving it.  

Specifically it was to wait until the employee was off for the day, change the site for the phone to an alternate site, and then switch it back.

In context, I suspect that this reset the association to the edge.

Thanks,

Matt

------------------------------
Matt Riedl
AdaptHealth LLC

https://www.credly.com/badges/4823ffbe-4cfc-4552-bcb0-0506a0dc978c/public_url

https://www.credly.com/badges/4a90f46f-6c8e-4863-8e05-ea08701328ca/public_url
------------------------------

Original Message:
Sent: 11-04-2022 23:18
From: Robert Wakefield-Carl
Subject: error.ininedgecontrol.ccxml ?

Definitely open a ticket.  Looks like there is a loss of connectivity for the agent when attempting to make this API call.  Could be some local microphone issue, but you should be able to see that in the console logs.  You should get some PCAPs as well to see if there is a misrouting of the SIP packets.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------