Genesys Cloud - Main

Hello,

Interesting Media Tiers release note before week-end :

I would like some details/context, if possible

Indeed, since March 17, we had :

• 72 conversationId return a TELEPHONY-0011 event (DTLS Peer Disconnect)
• 171 conversationId return a TELEPHONY-0013 event (Media Recovery Failed)

Can I expect less events with this update ?

We have tried various investigations, but haven't found any real common points to these errors.

Too, after agent did a manual hold, there are random sound problems, like one-way audio, after resume call, without connection loss agent side : third line score a point !

Regards

Hello Jeremie,

I spoke with one of our subject matter experts and they said that those errors would be client side. I don't believe that this Edge update will cause any change with the agent's station issues. If you are still seeing this issue, I would recommend opening a case with Product Support. It will be helpful to collect console and network logs as well as packet captures from the WebRTC client when reproducing those issues. If you do open a case, please let me know what the case number is so that I can help monitor this internally.

We also have had many of those errors as well, Jeremie, and are continuing to investigate, without much success. It seems like a lot of the elements in the Enhancements and Fixes for this week will assist with overall reliabililty of the WebRTC sessions. We've experienced many users being set to Not Responding or their Genesys Web Browser freezing as they are interacting with the application. 

We've been told that the Not Responding Issue is due to the WebRTC phone not having a healthy connection. But, this has happened even when users seemingly do not have any connectivity or network issues. It gives the impression that the webrtc session is frail.

Peter

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Peter Stoltenberg
Engineer
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