Hi,
Thanks for the detailed clarification, this changes the diagnosis.
What you're describing is not expected behavior in Genesys Cloud with Salesforce Service Cloud Voice.
Key point
If:
- The agent accepts the call
- But no audio is established (no RTP/media path)
- And the platform then forces a requeue/retry
This indicates a media/WebRTC issue, not normal call delivery behavior.
About the second VoiceCall
In this scenario:
- The first interaction is effectively broken after accept
- When the platform retries, it generates a new interaction context
- → which results in a new VoiceCall
So the duplication is a side effect, not the root cause.
What typically causes this
This pattern is commonly related to:
- WebRTC connectivity issues (ICE/STUN/TURN negotiation failure)
- Network/firewall blocking RTP traffic
- VPN or proxy interference
- Browser/media device issues
- Session instability after idle/disconnection (matches your initial scenario)
What to validate
I'd recommend checking:
1 - Genesys Cloud WebRTC diagnostics (from agent machine)
2 - Network requirements (ports, protocols for media)
3 - If agents are using VPN / proxy
4 - Browser console logs during the failed call
5 - Whether the issue happens after long idle (possible session/media timeout)
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Gabriel Garcia
NA
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Original Message:
Sent: 04-29-2026 12:47
From: Ragheb Gmira
Subject: [SCV] - Duplicate VoiceCall records created for the same inbound call in SCV + Genesys Cloud CX
Hi Gabriel ,
Thank you for your explanation.
After running several detailed tests today and monitoring VoiceCall creation and the CallDisposition field in Salesforce, I would like to clarify an important point:
- In our case, a new VoiceCall is NOT created for each delivery attempt
- As long as the call is not accepted, the same VoiceCall is re-offered to the agent
However, the issue occurs after the agent accepts the call:
- The VoiceCall is created and displayed in Salesforce
- But the agent does not hear the customer (no audio / no connection established)
- The system then prompts the agent to leave or rejoin the queue
At this stage:
- If the interaction is retried, a second VoiceCall is created
So based on our observations, the duplication seems not linked to missed delivery attempts, but rather to a scenario where:
- The agent accepts the call
- But the media/audio connection with the customer is not established properly
This behaves like a "ghost connection" (accepted call without customer), followed by a retry that creates a new VoiceCall.
Could you please confirm:
- If this behavior is expected in case of failed media/audio connection after accept?
- Or if this could indicate a WebRTC / media path / configuration issue?
Thank you for your support.
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Ragheb Gmira
Consultant IT
Original Message:
Sent: 04-28-2026 22:08
From: Gabriel Garcia
Subject: [SCV] - Duplicate VoiceCall records created for the same inbound call in SCV + Genesys Cloud CX
Hi Ragheb,
What you're seeing is expected behavior when using Genesys Cloud with Salesforce Service Cloud Voice.
Why multiple VoiceCall records are created
Each time the platform re-delivers the interaction (for example, when:
- the agent doesn't answer in time
- or is prompted to stay/leave the queue after inactivity)
a new delivery attempt is generated
From the SCV perspective:
- Each delivery attempt = new VoiceCall record
- This is because the connector tracks agent-level delivery events, not just the original customer call
Important distinction
- 1 customer call ≠ 1 VoiceCall (in retry scenarios)
- It becomes: 1 call → multiple delivery attempts → multiple VoiceCall records
About the "stay in queue" prompt
This usually happens when:
- Agent session is idle/disconnected
- WebRTC/session needs revalidation
And it increases the chance of:
- Missed first delivery
- Retry → new VoiceCall
Recommendations / best practices
You typically can't prevent new VoiceCall creation for retries, but you can mitigate the impact:
- Ensure agents are fully connected before going On Queue
- Review timeout / alerting settings (avoid very short timeouts)
- Reduce retries by improving agent readiness (network, session stability)
For reporting / case creation
If your process depends on 1 call = 1 case, consider:
- Linking records using conversationId
- Or applying logic in Salesforce to avoid duplicate case creation on retries
------------------------------
Gabriel Garcia
NA
Original Message:
Sent: 04-28-2026 18:27
From: Ragheb Gmira
Subject: [SCV] - Duplicate VoiceCall records created for the same inbound call in SCV + Genesys Cloud CX
Hello everyone,
We are using Genesys Cloud CX with Salesforce Service Cloud Voice, and we have noticed an issue with inbound call handling.
Issue description
In some cases, especially:
- At the start of the agent's day
- After a long period of inactivity or disconnection
even with a 30 seconds timeout configured, the system sometimes prompts the agent to stay in or leave the queue.
When the agent is not able to answer in time, the system retries the delivery. However, instead of keeping the same interaction, a new VoiceCall record is created for each attempt.
Impact
This behavior causes:
- Multiple VoiceCall records for a single real customer call
- Creation of multiple unnecessary Cases (1 per VoiceCall)
- Incorrect reporting and inflated call statistics
- Impact on business processes relying on a 1 call = 1 case model
Question
Is this expected behavior in SCV + Genesys Cloud CX integration, or is there a recommended configuration to avoid creating multiple VoiceCall records for the same call attempt?
Any guidance or best practice would be appreciated.
Thank you.
#API/Integrations
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Ragheb Gmira
Consultant IT
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