Genesys Cloud - Main

Hello,

 We had an issue while trying to do an internal call.

When Agent 1 called Agent 2. Agent 2 received the call but can't hang up.

So, Agent 1 reached automatically Agent 2 voicemail.

And there is a screenshot of the error

So, we can't go further

Could you please help us to solve this issue.

#Outbound

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nicolas urgin
Dimension Data France
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If it were my system, I would first turn on Protocol Capture under the Diagnostic settings for the Phone Trunks involved, place the call, then download the logs from the Edge to see what the SIP messaging says.

It's possible there is a protocol or codec mismatch between the phones. Are they different types of phones? Are the phones registered on different edges?

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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
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