Genesys Cloud - Main

Hi Folks,

Sometime we have seen few calls which was supposed to rang 30 sec but it rang few sec and passed on to another agnet and upon checking with Genesys with the interaction id they shared "Sent Kafka edge command cloud.command.disconnect" which was sent from user's work station to Genesys Edge.

This is not a permanent issue so there should not be any issue with Firewall rules . 

Just wanted to know more about this disconnection reason and what glitch in workstation could have caused this issue ?

Thanks in Advance,

Rajdeep

#Routing(ACD/IVR)

------------------------------
Datta Rajdeep
------------------------------

Hello Rajdeep,

Do you have screen recordings enabled? Usually when we see a cloud.command.disconnect being sent, that is a request to tear down the call. If you need more information as to what happened on the backend, you will need to provide an interactionID from within the last 7 days to our Customer Care team. They should be able to take a look at the Edge logs to see what is triggering this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------

Hi Datta,

As Jason mentioned, it is a request to tear down the call session. Specifically, this is seen when user clicks on the disconnect button.

It sends an https message from the client to the cloud where it routes the message to the edge and tears down the agent leg of the session.

A normal call timeout should change the user's routing status to NOT RESPONDING. If you do not see the agent switch to NOT RESPONDING state, the alerting did not timeout and disconnect button was clicked.

If the agent persists that no disconnect happened, run the browser logs (network/console) while they're on queue and observe the behavior. 

Often when logs are enabled, these issues disappear ;)

------------------------------
Niel Vicente
Technical Lead - DAMAC Properties
Ex-Genesys
------------------------------