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
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Diego Prada
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Original Message:
Sent: 01-20-2023 11:38
From: Brady Speed
Subject: Missed calls with Auto Answer enabled
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 } } |
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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 } |
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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)
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Brady
Seattle, USA
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