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Outbound calls randomly disconnecting when agents are talking with callers

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  • 1.  Outbound calls randomly disconnecting when agents are talking with callers

    Posted 05-23-2023 10:01
    No replies, thread closed.

    We have reports of multiple users some working at home or in the office reporting outbound calls disconnecting randomly when there on a call. The disconnect appears to be on the agent end. Outbound calls are using the Genesys Cloud AWS. 

    Would fire wall configuration have an impact on calls disconnecting for the users? 


    #Telephony

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    NA
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  • 2.  RE: Outbound calls randomly disconnecting when agents are talking with callers

    Posted 05-23-2023 21:53
    No replies, thread closed.

    Local firewall could do that, but you need to diagnose.  First, run the WebRTC diagnostics a few times to check for errors.  Also, check the Console and Network logs of the local agent browser when it happens.  https://help.mypurecloud.com/articles/run-the-built-in-genesys-cloud-webrtc-diagnostics-app/



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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