Genesys Cloud - Main

All of our agents use the desktop app and are configured for auto-answer, however this issue is only affecting a single agent. This agent is hybrid and has encountered the issue working in office and remote.

Anywhere from 1 - 5 times per week, the agent will get an incoming call alert, auto answer will not kick in, and then 10-12 seconds later the call registers as a missed call. Inspecting the interaction details timeline shows the ACD alerts the agent, and then after waiting the 10+ seconds, the ACD reroutes the call to the next available agent:

32:27.6	["pendingSession already exists",{"remoteData":{"conversationId":"07d89ecf-e2a2-4908-9261-5ebda3014be8","message":"pendingSession already exists","extra":[{"kind":"webrtcManager","sessionId":"3ea042ad-d6d4-4391-8334-4da0b4acdfdf","conversationId":"07d89ecf-e2a2-4908-9261-5ebda3014be8","autoAnswer":true}],"clientTime":"2023-01-19T17:32:27.511Z"}}]
32:27.6	pendingSession already exists { remoteData: { kind: 'webrtcManager', sessionId: '3ea042ad-d6d4-4391-8334-4da0b4acdfdf', conversationId: '07d89ecf-e2a2-4908-9261-5ebda3014be8', autoAnswer: true, isIncoming: undefined } }
32:28.5	Checking for new build { currentVersionHtml: '10.148.1+2-release/10.148.1-bf91f321c79d4c39172e5b6de0d59957817b15b0', currentStreamingServiceVersion: '518' }
32:30.7	["pendingSession already exists",{"remoteData":{"conversationId":"07d89ecf-e2a2-4908-9261-5ebda3014be8","message":"pendingSession already exists","extra":[{"kind":"webrtcManager","sessionId":"3ea042ad-d6d4-4391-8334-4da0b4acdfdf","conversationId":"07d89ecf-e2a2-4908-9261-5ebda3014be8","autoAnswer":true}],"clientTime":"2023-01-19T17:32:30.564Z"}}]
32:30.7	pendingSession already exists { remoteData: { kind: 'webrtcManager', sessionId: '3ea042ad-d6d4-4391-8334-4da0b4acdfdf', conversationId: '07d89ecf-e2a2-4908-9261-5ebda3014be8', autoAnswer: true, isIncoming: undefined } }
32:34.3	[streaming-client] proceed already sent for this session, but sending another { sessionId: '3ea042ad-d6d4-4391-8334-4da0b4acdfdf', conversationId: '07d89ecf-e2a2-4908-9261-5ebda3014be8', sessionType: 'softphone', isDuplicatePropose: true }
32:36.7	Remote versions are the same.
32:37.3	[streaming-client] Track removed { conversationId: '07d89ecf-e2a2-4908-9261-5ebda3014be8', sessionId: '3ea042ad-d6d4-4391-8334-4da0b4acdfdf', sessionType: 'softphone' }
32:37.3	[streaming-client] Terminating session { conversationId: '07d89ecf-e2a2-4908-9261-5ebda3014be8', sessionId: '3ea042ad-d6d4-4391-8334-4da0b4acdfdf', sessionType: 'softphone' }
32:37.3	[streaming-client] Changing session state to: ended { conversationId: '07d89ecf-e2a2-4908-9261-5ebda3014be8', sessionId: '3ea042ad-d6d4-4391-8334-4da0b4acdfdf', sessionType: 'softphone' }

So far I have not been able to determine root cause. I tried googling "pendingSession already exists," but didn't find any relevant results. Based on what I see in the 141 logs captured during the 12 second alerting period, communication between the agent's client and the Genesys servers remain intact for the duration.

Has anyone encountered a similar issue or know of a fix?

Kind Regards,
#Routing(ACD/IVR)

------------------------------
Brady
Seattle, USA
------------------------------

Hello Brady,

If you haven't done so, filing a Product Support case with all of these details would be my primary suggestion. Folks here in the Community might be able to share their experience on a similar issue, but only Product Support can really make use of all these information.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------

Could be an issue where the Agent is logged in, in multiple tabs or devices. If you are using WebRTC persistent connection. I take that debug as the webRTC sessions already exists but its trying to create a new one anyway and failing at that. Log out agent from all Genesys Cloud tabs/devices. Log agent back in, have them make a test phone call to establish the WebRTC persistent connection, then try on queue and see if Auto Answer works.

------------------------------
Blake Anderson | Sr. Telecom Engineer
BEST BUY CO., INC.
------------------------------

We are experiencing the same thing, but for multiple agents. No root cause yet. If you find anything please share. 

Our agent's are not on a persistent connection so there shouldn't be existing connections.

------------------------------
Anton Vroon
------------------------------

If you are using Auto Answer I would recommend using Persistent Connection. It will deliver calls to your agents faster as it doesn't have to build up and tear down the WebRTC session to the edge every time. Give it a try, that could be your issue. 

https://help.mypurecloud.com/articles/persistent-connection/

------------------------------
Blake Anderson | Sr. Telecom Engineer
BEST BUY CO., INC.
------------------------------

Original Message:
Sent: 01-23-2023 17:27
From: Anton Vroon
Subject: Missed calls with Auto Answer enabled

We are experiencing the same thing, but for multiple agents. No root cause yet. If you find anything please share.

Our agent's are not on a persistent connection so there shouldn't be existing connections.

------------------------------
Anton Vroon
------------------------------

Brady, just wondering if you ever found a resolution for this issue?  My users are seeing this intermittently and I have not yet found a smoking gun. 

------------------------------
Jason Eckert
Connect Holding LLC
------------------------------

Here's the translated message in English:

Title: Possible Cause of the "No Responding" Issue in WebRTC Calls

Message:

Hello community,

We have been investigating an issue where agents in Genesys Cloud experience the "No Responding" status when receiving WebRTC calls. While analyzing logs, we found the following message in the WebRTC SDK:

received and autoAnswer tagged propose but sdk has disableAutoAnswer

After reviewing the configuration, we believe that this message is very likely the cause of the issue.

Issue Explanation:

• AutoAnswer is enabled for agents in the Genesys Cloud configuration.

• However, the WebRTC SDK initializes the disableAutoAnswer variable as true instead of false.

• This causes the SDK to ignore the dynamic AutoAnswer status received from the backend for each interaction.

• As a result, the call is not answered automatically and must be manually accepted by the agent.

• If the agent does not respond in time, their status changes to "No Responding", affecting operations.

Proposed Solution:

Genesys must ensure that the disableAutoAnswer variable, initialized by the WebRTC SDK in the Genesys Cloud interface, is always set to false.

This will allow the SDK to properly respect the dynamic AutoAnswer value received from the backend for each interaction and prevent agents from having to manually answer calls that should be auto-answered.

Has anyone else experienced this issue? Does Genesys have any plans to correct this behavior in the platform.

We appreciate any feedback to validate this solution and prevent more agents from being affected by this behavior 

------------------------------
Diego Prada
------------------------------

Hello,

Have we received any additional data on this issue? It appears that we have observed this problem since the Auto Answer was moved to its separate tab. Your insights and updates would be greatly appreciated.

Thank you!

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------

We believe we've observed something similar as well.  We happened to catch it because we noticed a few agents with higher "Not Responding" times than others.

------------------------------
Kyle Snyder
------------------------------

Original Message:
Sent: 02-28-2025 11:15
From: Robert Gacula
Subject: Missed calls with Auto Answer enabled

Hello,

Have we received any additional data on this issue? It appears that we have observed this problem since the Auto Answer was moved to its separate tab. Your insights and updates would be greatly appreciated.

Thank you!

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------

WE have also been seeing this at random times.  We have Persistent Connection turned on and we are seeing this in multiple queues with multiple agents.

Our environment is MS Edge Browser based, Genesys Cloud, CX3 licenses if that matters.  Any updates on this issue would be greatly appreciated.

Graham Pearce, Technology Manager, Client Care Technologies

Equitable (Canada)

------------------------------
Graham Pearce
Technology Manager, Client Care Technologies
------------------------------

Original Message:
Sent: 03-26-2025 16:15
From: Kyle Snyder
Subject: Missed calls with Auto Answer enabled

We believe we've observed something similar as well.  We happened to catch it because we noticed a few agents with higher "Not Responding" times than others.

------------------------------
Kyle Snyder
------------------------------


Original Message:
Sent: 02-28-2025 11:15
From: Robert Gacula
Subject: Missed calls with Auto Answer enabled

Hello,

Have we received any additional data on this issue? It appears that we have observed this problem since the Auto Answer was moved to its separate tab. Your insights and updates would be greatly appreciated.

Thank you!

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.