We have had several instances of dropped calls and looking to find out why. Looking at the "Reason for Disconnect" within the details tab says "Endpoint". When I run the Interaction report on these dropped calls, I see the "Disconnect type" tagged as "System" and the Provider is "Edge". Doing research on the Key words Provider and Edge this may be related to our BYOC environment and losing connectivity to our edge device. Screen playbacks just show the ICM desktop just dying and closing out. Not sure but curious to understand the relationship between our Provider and Edge device when we get dropped calls or just an answer to what does it mean with the Disconnect Type is "System" and the Provider is "Edge"?

Hey Kevin,

Welcome to the Community! For the Disconnect Reasons, I would highly recommend taking a look at this article from the Resource Center.

When you see Endpoint, that is the leg of the call where the BYE originated from. If you are seeing System, then the disconnect was due to a disconnect from the provider or the cloud. I would recommend that if you are seeing that Disconnect Reason, make sure that the network traffic into and out of Genesys Cloud is unhindered by a firewall, cloud proxy, etc. If you have agents that are working from home, their home network may also be causing some issues with the Genesys Cloud traffic that will need to be fixed.

If you are still experiencing issues, you will want to collect some console and network logs and open a case with our Customer Care team.

We have had several instances of dropped calls and looking to find out why. Looking at the "Reason for Disconnect" within the details tab says "Endpoint". When I run the Interaction report on these dropped calls, I see the "Disconnect type" tagged as "System" and the Provider is "Edge". Doing research on the Key words Provider and Edge this may be related to our BYOC environment and losing connectivity to our edge device. Screen playbacks just show the ICM desktop just dying and closing out. Not sure but curious to understand the relationship between our Provider and Edge device when we get dropped calls or just an answer to what does it mean with the Disconnect Type is "System" and the Provider is "Edge"?