Genesys Cloud - Main

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

Thanks @George Ganahl and @Jason Kleitz.

Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited.

The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code of 603. The phrase just says "Decline". Beyond that, I'm pretty much stuck. It is that 603 code that is making me wonder if this is related to the recent changes.

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

I'll have to ask around more, but looks like 603 could be generated if your number has been flagged as spam (which anyone can do from their mobile these days) or if the person has call screening and declines the call. So, yes...quite possibly related to iOS 26, other call screening, etc.

Thanks @George Ganahl and @Jason Kleitz.

Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited.

The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code of 603. The phrase just says "Decline". Beyond that, I'm pretty much stuck. It is that 603 code that is making me wonder if this is related to the recent changes.

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

As a note about the new iOS 26 call screening feature, when the iPhone is screening the call, if the iPhone user rejects the call by hitting the "Stop" button, then in my test, I only saw a standard SIP BYE (no specific SIP status code like a 603 or 487).  

As a side note related to outbound campaigns, please see https://community.genesys.com/discussion/latest-media-tier-update-re-ios-call-screening-phase-1-support for more details about detecting those.

I'll have to ask around more, but looks like 603 could be generated if your number has been flagged as spam (which anyone can do from their mobile these days) or if the person has call screening and declines the call. So, yes...quite possibly related to iOS 26, other call screening, etc.

Thanks @George Ganahl and @Jason Kleitz.

Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited.

The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code of 603. The phrase just says "Decline". Beyond that, I'm pretty much stuck. It is that 603 code that is making me wonder if this is related to the recent changes.

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

Thanks, Jason, that's good info.

As a note about the new iOS 26 call screening feature, when the iPhone is screening the call, if the iPhone user rejects the call by hitting the "Stop" button, then in my test, I only saw a standard SIP BYE (no specific SIP status code like a 603 or 487).  

As a side note related to outbound campaigns, please see https://community.genesys.com/discussion/latest-media-tier-update-re-ios-call-screening-phase-1-support for more details about detecting those.

I'll have to ask around more, but looks like 603 could be generated if your number has been flagged as spam (which anyone can do from their mobile these days) or if the person has call screening and declines the call. So, yes...quite possibly related to iOS 26, other call screening, etc.

Thanks @George Ganahl and @Jason Kleitz.

Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited.

The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code of 603. The phrase just says "Decline". Beyond that, I'm pretty much stuck. It is that 603 code that is making me wonder if this is related to the recent changes.

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

Paul, have you happened to do some research and see if calls from your system to specific numbers always get the 603?

Thanks, Jason, that's good info.

As a note about the new iOS 26 call screening feature, when the iPhone is screening the call, if the iPhone user rejects the call by hitting the "Stop" button, then in my test, I only saw a standard SIP BYE (no specific SIP status code like a 603 or 487).  

As a side note related to outbound campaigns, please see https://community.genesys.com/discussion/latest-media-tier-update-re-ios-call-screening-phase-1-support for more details about detecting those.

I'll have to ask around more, but looks like 603 could be generated if your number has been flagged as spam (which anyone can do from their mobile these days) or if the person has call screening and declines the call. So, yes...quite possibly related to iOS 26, other call screening, etc.

Thanks @George Ganahl and @Jason Kleitz.

Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited.

The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code of 603. The phrase just says "Decline". Beyond that, I'm pretty much stuck. It is that 603 code that is making me wonder if this is related to the recent changes.

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

Thanks to both of you.

@Jason McDowell, that is an interesting article. As you said this is aimed specifically at outbound dialers and automatic call analysis. This could be related, however in this instance it is manually dialed calls that are affected. I find your comments about manual rejection of calls to be interesting. DO you have any information as to what happens when the system auto-rejects the call?

@George Ganahl, The nature of my access (due to security) to this customer's system means it is a very laborious process extracting this information from each call. (I won't go into details, but it involves Citrix and a lack of Copy and Paste - a real difficulty when trying to use Call IDs!) I cannot say that there is always a 603, but I can say that in the random sample I have looked at, there is. I also found this article concerning some changes to how SPAM calls are reported. I am wondering if this has been implemented by some carriers recently and Genesys Cloud is playing a Fast Busy when it gets a 603? If I am correct, it means that these calls were always being rejected, but it's only the way that is reported to the agent that has changed. (presumably, previously, they will have got to VM, or No Answer or whatever...)

This is becoming an increasingly serious problem!

Paul, have you happened to do some research and see if calls from your system to specific numbers always get the 603?

Thanks, Jason, that's good info.

As a note about the new iOS 26 call screening feature, when the iPhone is screening the call, if the iPhone user rejects the call by hitting the "Stop" button, then in my test, I only saw a standard SIP BYE (no specific SIP status code like a 603 or 487).  

As a side note related to outbound campaigns, please see https://community.genesys.com/discussion/latest-media-tier-update-re-ios-call-screening-phase-1-support for more details about detecting those.

I'll have to ask around more, but looks like 603 could be generated if your number has been flagged as spam (which anyone can do from their mobile these days) or if the person has call screening and declines the call. So, yes...quite possibly related to iOS 26, other call screening, etc.

Thanks @George Ganahl and @Jason Kleitz.

Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited.

The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code of 603. The phrase just says "Decline". Beyond that, I'm pretty much stuck. It is that 603 code that is making me wonder if this is related to the recent changes.

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!

Thanks to both of you.

@Jason McDowell, that is an interesting article. As you said this is aimed specifically at outbound dialers and automatic call analysis. This could be related, however in this instance it is manually dialed calls that are affected. I find your comments about manual rejection of calls to be interesting. DO you have any information as to what happens when the system auto-rejects the call?

@George Ganahl, The nature of my access (due to security) to this customer's system means it is a very laborious process extracting this information from each call. (I won't go into details, but it involves Citrix and a lack of Copy and Paste - a real difficulty when trying to use Call IDs!) I cannot say that there is always a 603, but I can say that in the random sample I have looked at, there is. I also found this article concerning some changes to how SPAM calls are reported. I am wondering if this has been implemented by some carriers recently and Genesys Cloud is playing a Fast Busy when it gets a 603? If I am correct, it means that these calls were always being rejected, but it's only the way that is reported to the agent that has changed. (presumably, previously, they will have got to VM, or No Answer or whatever...)

This is becoming an increasingly serious problem!

Paul, have you happened to do some research and see if calls from your system to specific numbers always get the 603?

Thanks, Jason, that's good info.

As a note about the new iOS 26 call screening feature, when the iPhone is screening the call, if the iPhone user rejects the call by hitting the "Stop" button, then in my test, I only saw a standard SIP BYE (no specific SIP status code like a 603 or 487).  

As a side note related to outbound campaigns, please see https://community.genesys.com/discussion/latest-media-tier-update-re-ios-call-screening-phase-1-support for more details about detecting those.

I'll have to ask around more, but looks like 603 could be generated if your number has been flagged as spam (which anyone can do from their mobile these days) or if the person has call screening and declines the call. So, yes...quite possibly related to iOS 26, other call screening, etc.

Thanks @George Ganahl and @Jason Kleitz.

Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited.

The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code of 603. The phrase just says "Decline". Beyond that, I'm pretty much stuck. It is that 603 code that is making me wonder if this is related to the recent changes.

Good morning, Everyone!

I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.)

Has anyone else seen this? (Or, more specifically, has anyone else seen his AND figured out why?)

Best we have been able to find so far is that the FCC recently issued revised instructions for reporting of blocked calls due to SPAM etc. by introducing a SIP response being referred to as "603+" I have no idea if this is related!

Any comments?

TIA!