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.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 12-16-2025 14:05
From: Jason Kleitz
Subject: In the Salesforce CTI can see an error occurred message.
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
Original Message:
Sent: 12-16-2025 13:50
From: Abhishek Shetty
Subject: In the Salesforce CTI can see an error occurred message.
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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