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