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  • 1.  Failed to connect with this session. please try again

    Posted 06-10-2018 08:55
    No replies, thread closed.
    Dear Genesys Experts,

    <g class="gr_ gr_128 gr-alert gr_tiny gr_spell gr_inline_cards gr_run_anim ContextualSpelling multiReplace" id="128" data-gr-id="128">i</g> had a big issue and <g class="gr_ gr_129 gr-alert gr_tiny gr_spell gr_inline_cards gr_run_anim ContextualSpelling multiReplace" id="129" data-gr-id="129">i</g> ask if anyone faced this problem before or get any solution for this problem.

    we face that <g class="gr_ gr_212 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="212" data-gr-id="212">alot</g> of call failed and we didn't fear any voice and it gives us (Failed to connect with this session. please try again)

    we open a ticket and Genesys told us that it was a network issue.

    And then they told it was a NAT problem (we suggest to open STUN \ TURN and it didn't work and make all the calls failed.

    Does anyone know how to solve this problem??
    anyone facing this problem ??

    Best Regards

    ------------------------------
    Andrew Adel
    IST Integration Services And Technologies Co.
    ------------------------------


  • 2.  RE: Failed to connect with this session. please try again

    Posted 06-11-2018 14:27
    No replies, thread closed.

    Customer Care presumes that you have someone with the requisite data networking and SIP telephony networking knowledge to configure your LAN/routers/switches/firewall etc. for VoIP, so they gave you the short answer.

    If you do not have the expertise in-house, you can contract with Genesys Professional Services for assistance, or you might try another Partner in your area (you can find partners at http://genesys.force.com/Finderloc, which shows several operating in Saudi Arabia).



    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Failed to connect with this session. please try again

    Posted 11-14-2018 09:44
    No replies, thread closed.
    hello

    We are also facing this issue, out of our network, trying to do calls with webrtc.
    Sometimes the call is working but most of the time failing for audio, the phone called is ringing, pick up ok, but no voice on both side.
    It team here certified me that ports are open.

    Phone diagnostic is telling : Your network appears to be a symmetric NAT. This can cause problems for WebRTC connectivity. 

    I can't understand how i could be ok and after nok.
    We saw in trace that rtp is going out in STUN to a dublin's ip.

    Do you have any idea how could we reach our edges in our main building ?
    Do you have any informations that could help me to better understand this case ? 

    Thanks a lot.
    Regards.

    ------------------------------
    Olivier Sand
    LOA it
    ------------------------------

    Original Message


  • 4.  RE: Failed to connect with this session. please try again

    Posted 11-15-2018 06:29
    No replies, thread closed.
    Across 8 orgs and 16 edges and 8 different customer networks we started experiencing this issue on the 31st of August.  No changes were made and obviously many different environments in use here.  We found an issue in the Web RTC ICE trickle however we were told PureCloud has never supported ICE trickle so have had to work around the issue by opening additional network ports beyond the PureCloud requirements.  

    When did you start experiencing the issue?
    Original Message


  • 5.  RE: Failed to connect with this session. please try again

    Posted 11-15-2018 09:17
    Edited by Olivier Sand 11-15-2018 09:19
    No replies, thread closed.
    Could you please give me more details about that : "by opening additional network ports beyond the PureCloud requirements"

    Are you talking in the EDGE or in the FIREWALL ?

    Are you talking about these : 

    For BYOC Premise (aka LDM Edges):

    - tcp/5060-5061 has to be open between the Edges and AWS.
    - 3478 and 19302 (tcp & udp) should be open between Edges and AWS.
    - 3478 and 19302 (tcp & udp) should be open between Client Computers and AWS.
    - udp/16384-32768 (SRTP) should be open between Client Computers and Edges


    Regarding this schema : 
    out of network
    I'm thinking that symmetric NAT is the problem ??

    Thanks 
    Regards.

    ------------------------------
    Olivier Sand
    L'Olivier Assurance
    ------------------------------

    Original Message


  • 6.  RE: Failed to connect with this session. please try again

    Posted 11-15-2018 09:29
    No replies, thread closed.
    Possibly something else to check?

    https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=d549fb89-aadc-47e4-9fae-9458193834df&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

    Amazon changed or added some of their IP address not long ago, apparently, that the edges use to communicate to AWS?

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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