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  • 1.  In the Salesforce CTI can see an error occurred message.

    Posted 12-16-2025 13:51
    No replies, thread closed.

    User is using the Genesys-salesforce CTI application to handle the calls, where we can see that an error occurred message is displayed and call will be dropped at the same time. In the SIP PCAP logs shows Reason: SIP;cause=480;text="WebRTC disconnect (iceIdleDetection)". Any Idea what the cause for this issue is?



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    Abhishek Shetty
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  • 2.  RE: In the Salesforce CTI can see an error occurred message.
    Best Answer

    Posted 12-16-2025 14:05
    No replies, thread closed.

    Hello Abhishek,

    If you take a look at our Error Codes page, indicates that a WebRTC media endpoint has detected a remote disconnect for iceIdleDetection. It's likely that there was some sort of network issue that the user experienced.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: In the Salesforce CTI can see an error occurred message.

    Posted 12-16-2025 15:17
    No replies, thread closed.

    Hello Abhishek,

    You sent the following message: In which log we can see this error code : error.ininedgecontrol.connection.webrtc.endpoint.disconnect.iceIdleDetection?

    You should take a look at the SIP pcap for that interaction to see when and why the interaction was disconnected.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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