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  • 1.  Outbound Calls Disconnect Immediately – Genesys Cloud

    Posted 4 hours ago
    Edited by Srikanth k s 4 hours ago

    Hi Team,

    I'm facing an issue where outbound calls made using the Genesys Cloud WebRTC phone disconnect immediately after dialing.

    The following checks have already been completed:

    • Site configuration has been verified and is configured correctly.

    • The Simulate Call feature runs successfully and shows successful logs.

    • The WebRTC phone is registered successfully.

    • However, when making an outbound call, it disconnects immediately without connecting.

    Additionally, when I run the WebRTC Phone Diagnostics, I encounter errors (attached screenshot/logs).

    Has anyone experienced this issue before? If so, could you please share how you resolved it or suggest what additional checks I should perform?

    Voice Model – Genesys Cloud Voice (PureCloud).

    Any help would be greatly appreciated.

    Thank you.


    #Implementation
    #Outbound

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    Srikanth k s
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  • 2.  RE: Outbound Calls Disconnect Immediately – Genesys Cloud

    Posted 3 hours ago
    Hi,
     
    Since the WebRTC phone is registered successfully and the Simulate Call completes successfully, I have a few questions that may help narrow down the root cause:
     
    Does the issue occur with every outbound call or only with specific destinations?
    Does the interaction appear in Performance > Interactions? If so, what is the disconnect reason?
    Was a PCAP generated for the failed call? If no PCAP was generated, the call may not have reached the SIP/telephony layer. If a PCAP is available, what SIP response code do you see?
    I noticed the WebRTC Phone Diagnostics returned a 501 error. Is this only happening in the diagnostics, or do you see the same error during the outbound call attempt?
    Have you tried reproducing the issue using another supported browser or an Incognito/Private window?
     
    These checks should help identify whether the issue is related to the WebRTC client, the browser, or the telephony layer.


    ------------------------------
    Raphael Poliesi
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  • 3.  RE: Outbound Calls Disconnect Immediately – Genesys Cloud

    Posted 3 hours ago
    Edited by Srikanth k s 3 hours ago

    Hi Raphael,

    Only outbound calls are not working. I also checked the interaction details, and the disconnect type is showing as Endpoint. Additionally, the PCAP and SIP traces are not being captured on the interaction page.

    I tried using both Google Chrome and Microsoft Edge to access the Genesys Cloud portal. I attempted to make outbound calls, but I'm still experiencing the same issue.



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    Srikanth k s
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    Original Message


  • 4.  RE: Outbound Calls Disconnect Immediately – Genesys Cloud

    Posted 2 hours ago

    Thanks for the additional information.

    Since only outbound calls are affected, the Disconnect Type is Endpoint, and no PCAP or SIP traces are generated, it seems the call may be ending before it reaches the SIP/telephony layer.

    I would also verify your Site configuration. Under the Outbound Routes section, make sure you have configured an outbound route and associated it with the trunk that should be used for outbound calls. Sometimes the route expression is created, but the outbound route is not assigned to the site/trunk, which prevents outbound calls from being routed correctly.

    If everything looks correct, I would recommend enabling diagnostic logging on the trunk, reproducing the issue, and then opening a Customer Care case with the collected logs. Since no PCAP or SIP traces are being generated, these diagnostics should help identify where the call is failing.



    ------------------------------
    Raphael Poliesi
    ------------------------------

    Original Message


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