Genesys Cloud - Main

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi Shane,

We have an implementation for a customer that was using the trigger ...user.end to check the conversation.details api for the sip response 480 (IceIdle) on the interact session. We would then be able to perform our own logging to datatable in order to potentially respond back to the customer in a post flow, and to check on agent behavior/network stability, as this event was also signaled if an agent performed a browser refresh while on a call (call avoidance).

This all changed on 26th August for us with the same edge update. (Case #0003863445), and the same  observations as you had above for the operational log. Genesys confirmed these changes.

Unfortunately the event model also changed to report the 480 sip response. The customer segment now shows the 480 sip response in the interact session, which is now immediately disconnected also (previously the customer was still active). The disconnectType for the trigger changed from 'ENDPOINT' to 'ERROR' on the agent side, with an iceIdle WebRtc error code.

hope that helps,

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi Kevin / all,

Really appreciate the information and good to know we aren't totally alone in this. We felt pretty strongly that the Edge update led to these new events / errors being reported. We're now getting them hundreds per day and previously we were getting zero of these specific errors. Kind of crazy that we can also recreate at least one of the "errors" on demand by simply running WebRTC phone diagnostics.

Kevin, did you get any indication that Genesys would address this or correct this issue?

Seems like that Edge version introduced or significantly changed how the Edge processes these events. To your point, we also have a trigger and thus are getting email notifications each time these events are generated and we also noticed the disconnect type being ERROR now vs. ENDPOINT for some of them. Just curious if you got a sense this is something Genesys can/will address? 

I'll reach back out to support via our open ticket and ask for additional information and if there are next steps as well. I'll update here if I learn anything more/new.

Thanks again all!

Hi Shane,

We have an implementation for a customer that was using the trigger ...user.end to check the conversation.details api for the sip response 480 (IceIdle) on the interact session. We would then be able to perform our own logging to datatable in order to potentially respond back to the customer in a post flow, and to check on agent behavior/network stability, as this event was also signaled if an agent performed a browser refresh while on a call (call avoidance).

This all changed on 26th August for us with the same edge update. (Case #0003863445), and the same  observations as you had above for the operational log. Genesys confirmed these changes.

Unfortunately the event model also changed to report the 480 sip response. The customer segment now shows the 480 sip response in the interact session, which is now immediately disconnected also (previously the customer was still active). The disconnectType for the trigger changed from 'ENDPOINT' to 'ERROR' on the agent side, with an iceIdle WebRtc error code.

hope that helps,

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi Kevin / all,

Really appreciate the information and good to know we aren't totally alone in this. We felt pretty strongly that the Edge update led to these new events / errors being reported. We're now getting them hundreds per day and previously we were getting zero of these specific errors. Kind of crazy that we can also recreate at least one of the "errors" on demand by simply running WebRTC phone diagnostics.

Kevin, did you get any indication that Genesys would address this or correct this issue?

Seems like that Edge version introduced or significantly changed how the Edge processes these events. To your point, we also have a trigger and thus are getting email notifications each time these events are generated and we also noticed the disconnect type being ERROR now vs. ENDPOINT for some of them. Just curious if you got a sense this is something Genesys can/will address? 

I'll reach back out to support via our open ticket and ask for additional information and if there are next steps as well. I'll update here if I learn anything more/new.

Thanks again all!

Hi Shane,

We have an implementation for a customer that was using the trigger ...user.end to check the conversation.details api for the sip response 480 (IceIdle) on the interact session. We would then be able to perform our own logging to datatable in order to potentially respond back to the customer in a post flow, and to check on agent behavior/network stability, as this event was also signaled if an agent performed a browser refresh while on a call (call avoidance).

This all changed on 26th August for us with the same edge update. (Case #0003863445), and the same  observations as you had above for the operational log. Genesys confirmed these changes.

Unfortunately the event model also changed to report the 480 sip response. The customer segment now shows the 480 sip response in the interact session, which is now immediately disconnected also (previously the customer was still active). The disconnectType for the trigger changed from 'ENDPOINT' to 'ERROR' on the agent side, with an iceIdle WebRtc error code.

hope that helps,

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Shane,

Do you receive any errors when running WebRTC phone diagnostics, or does it run successfully and you get a TELEPHONY-0011 event?

Thanks,

Chad

------------------------------
Chad Markle
Senior Director of IT Unified Communications

Original Message:
Sent: 09-30-2025 10:01
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Kevin / all,

Really appreciate the information and good to know we aren't totally alone in this. We felt pretty strongly that the Edge update led to these new events / errors being reported. We're now getting them hundreds per day and previously we were getting zero of these specific errors. Kind of crazy that we can also recreate at least one of the "errors" on demand by simply running WebRTC phone diagnostics.

Kevin, did you get any indication that Genesys would address this or correct this issue?

Seems like that Edge version introduced or significantly changed how the Edge processes these events. To your point, we also have a trigger and thus are getting email notifications each time these events are generated and we also noticed the disconnect type being ERROR now vs. ENDPOINT for some of them. Just curious if you got a sense this is something Genesys can/will address? 

I'll reach back out to support via our open ticket and ask for additional information and if there are next steps as well. I'll update here if I learn anything more/new.

Thanks again all!

------------------------------
Shane Jenkins

Original Message:
Sent: 09-30-2025 01:42
From: Kevin Young
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Shane,

We have an implementation for a customer that was using the trigger ...user.end to check the conversation.details api for the sip response 480 (IceIdle) on the interact session. We would then be able to perform our own logging to datatable in order to potentially respond back to the customer in a post flow, and to check on agent behavior/network stability, as this event was also signaled if an agent performed a browser refresh while on a call (call avoidance).

This all changed on 26th August for us with the same edge update. (Case #0003863445), and the same  observations as you had above for the operational log. Genesys confirmed these changes.

Unfortunately the event model also changed to report the 480 sip response. The customer segment now shows the 480 sip response in the interact session, which is now immediately disconnected also (previously the customer was still active). The disconnectType for the trigger changed from 'ENDPOINT' to 'ERROR' on the agent side, with an iceIdle WebRtc error code.

hope that helps,

------------------------------
Kevin Young
TTEC Digital, LLC
kevin.young@ttecdigital.com

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Hi Chad,

Just tested this on our VPN and off the VPN.

Both scenarios seemed to behave the same. We do get an error as shown in screenshot below, but if we wait it out for 15-20 seconds, we eventually get Test Results and they are positive. We first thought this was something to do w our VPN (Zscaler), but this behavior also occurs off network from our home network. We've had several individuals test this from their home network w same results. We do have supposedly ALL RTP traffic bypassing Zscaler when on network, but again this seems to occur even when not on the VPN.

This also generates the Telephony-0011 event when this occurs.

Are you able to replicate this at all? 

------------------------------
Shane Jenkins

Original Message:
Sent: 10-09-2025 12:18
From: Chad Markle
Subject: Telephony-0010 and Telephony-0011 Events recently started

Shane,

Do you receive any errors when running WebRTC phone diagnostics, or does it run successfully and you get a TELEPHONY-0011 event?

Thanks,

Chad

------------------------------
Chad Markle
Senior Director of IT Unified Communications

Original Message:
Sent: 09-30-2025 10:01
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Kevin / all,

Really appreciate the information and good to know we aren't totally alone in this. We felt pretty strongly that the Edge update led to these new events / errors being reported. We're now getting them hundreds per day and previously we were getting zero of these specific errors. Kind of crazy that we can also recreate at least one of the "errors" on demand by simply running WebRTC phone diagnostics.

Kevin, did you get any indication that Genesys would address this or correct this issue?

Seems like that Edge version introduced or significantly changed how the Edge processes these events. To your point, we also have a trigger and thus are getting email notifications each time these events are generated and we also noticed the disconnect type being ERROR now vs. ENDPOINT for some of them. Just curious if you got a sense this is something Genesys can/will address? 

I'll reach back out to support via our open ticket and ask for additional information and if there are next steps as well. I'll update here if I learn anything more/new.

Thanks again all!

------------------------------
Shane Jenkins

Original Message:
Sent: 09-30-2025 01:42
From: Kevin Young
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Shane,

We have an implementation for a customer that was using the trigger ...user.end to check the conversation.details api for the sip response 480 (IceIdle) on the interact session. We would then be able to perform our own logging to datatable in order to potentially respond back to the customer in a post flow, and to check on agent behavior/network stability, as this event was also signaled if an agent performed a browser refresh while on a call (call avoidance).

This all changed on 26th August for us with the same edge update. (Case #0003863445), and the same  observations as you had above for the operational log. Genesys confirmed these changes.

Unfortunately the event model also changed to report the 480 sip response. The customer segment now shows the 480 sip response in the interact session, which is now immediately disconnected also (previously the customer was still active). The disconnectType for the trigger changed from 'ENDPOINT' to 'ERROR' on the agent side, with an iceIdle WebRtc error code.

hope that helps,

------------------------------
Kevin Young
TTEC Digital, LLC
kevin.young@ttecdigital.com

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

We use ZScaler as well and have RTP traffic bypassing it.

I've tried running Diagnostics several times on and off VPN, but I could only get that error message you are getting immediately after disconnecting from the VPN.  If you run the Standalone WebRTC Diagnostics app, do you get that error as well?

Hi Chad,

Just tested this on our VPN and off the VPN.

Both scenarios seemed to behave the same. We do get an error as shown in screenshot below, but if we wait it out for 15-20 seconds, we eventually get Test Results and they are positive. We first thought this was something to do w our VPN (Zscaler), but this behavior also occurs off network from our home network. We've had several individuals test this from their home network w same results. We do have supposedly ALL RTP traffic bypassing Zscaler when on network, but again this seems to occur even when not on the VPN.

This also generates the Telephony-0011 event when this occurs.

Are you able to replicate this at all? 

------------------------------
Shane Jenkins

Original Message:
Sent: 10-09-2025 12:18
From: Chad Markle
Subject: Telephony-0010 and Telephony-0011 Events recently started

Shane,

Do you receive any errors when running WebRTC phone diagnostics, or does it run successfully and you get a TELEPHONY-0011 event?

Thanks,

Chad

------------------------------
Chad Markle
Senior Director of IT Unified Communications

Original Message:
Sent: 09-30-2025 10:01
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Kevin / all,

Really appreciate the information and good to know we aren't totally alone in this. We felt pretty strongly that the Edge update led to these new events / errors being reported. We're now getting them hundreds per day and previously we were getting zero of these specific errors. Kind of crazy that we can also recreate at least one of the "errors" on demand by simply running WebRTC phone diagnostics.

Kevin, did you get any indication that Genesys would address this or correct this issue?

Seems like that Edge version introduced or significantly changed how the Edge processes these events. To your point, we also have a trigger and thus are getting email notifications each time these events are generated and we also noticed the disconnect type being ERROR now vs. ENDPOINT for some of them. Just curious if you got a sense this is something Genesys can/will address? 

I'll reach back out to support via our open ticket and ask for additional information and if there are next steps as well. I'll update here if I learn anything more/new.

Thanks again all!

------------------------------
Shane Jenkins

Original Message:
Sent: 09-30-2025 01:42
From: Kevin Young
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Shane,

We have an implementation for a customer that was using the trigger ...user.end to check the conversation.details api for the sip response 480 (IceIdle) on the interact session. We would then be able to perform our own logging to datatable in order to potentially respond back to the customer in a post flow, and to check on agent behavior/network stability, as this event was also signaled if an agent performed a browser refresh while on a call (call avoidance).

This all changed on 26th August for us with the same edge update. (Case #0003863445), and the same  observations as you had above for the operational log. Genesys confirmed these changes.

Unfortunately the event model also changed to report the 480 sip response. The customer segment now shows the 480 sip response in the interact session, which is now immediately disconnected also (previously the customer was still active). The disconnectType for the trigger changed from 'ENDPOINT' to 'ERROR' on the agent side, with an iceIdle WebRtc error code.

hope that helps,

------------------------------
Kevin Young
TTEC Digital, LLC
kevin.young@ttecdigital.com

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hello, 

Same here, we've been experiencing these errors throughout the day for several weeks now.
In our case, we are not a FedRAMP customer, but this issue is also bothering us quite a bit.

Best regards. 

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

We also seem to have increased reports of WebRTC endpoint disconnect, reason-iceIdleDetection and Failed to rejoin call leg.

Similar to @Judy Kerbel, unsure whether this behaviour always occurred but now is displayed slightly differently in Genesys, therefor have not raised a case with Genesys (yet).

High proportion of our staff work from home.

Our Org is in EU2 running on Edge version 1.0.0.26833.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hello Duncan,
what issue in the network they found in particular?

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi Ernest,

A brief anonymized summary of what was observed..

Hello Duncan,
what issue in the network they found in particular?

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

Hi Ernest,

A brief anonymized summary of what was observed..

Hello Duncan,
what issue in the network they found in particular?

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

Hi Ernest,

A brief anonymized summary of what was observed..

Hello Duncan,
what issue in the network they found in particular?

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi George,

Can you please provide a link of the documentation regarding the Group Policy? Where is this information posted?

Thank you.

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

Hi Ernest,

A brief anonymized summary of what was observed..

Hello Duncan,
what issue in the network they found in particular?

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

That is internal info I dug up. I don't know of it being posted anywhere else. Something our folks discovered while working with Microsoft Support

Hi George,

Can you please provide a link of the documentation regarding the Group Policy? Where is this information posted?

Thank you.

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

Hi Ernest,

A brief anonymized summary of what was observed..

Hello Duncan,
what issue in the network they found in particular?

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hello George,

Thank you for the information. I believe the following points remain unclear:

• Was there an Edge update that introduced a change in how the IceIdle error is reported?

• Prior to this change, did the IceIdle error result in call disconnects/dropped calls, or was it only visible in the logs?

Thank you for clarifying.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-07-2025 14:12
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

That is internal info I dug up. I don't know of it being posted anywhere else. Something our folks discovered while working with Microsoft Support

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-07-2025 13:38
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi George,

Can you please provide a link of the documentation regarding the Group Policy? Where is this information posted?

Thank you.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-03-2025 10:36
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-01-2025 10:43
From: Dan Wong
Subject: Telephony-0010 and Telephony-0011 Events recently started

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

------------------------------
Dan Wong
EUC Engineer

Original Message:
Sent: 10-01-2025 09:01
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Ernest,

A brief anonymized summary of what was observed..

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 10-01-2025 08:18
From: Ernest John Nuque
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello Duncan,
what issue in the network they found in particular?

------------------------------
Ernest John Nuque
Voice Network Engineer

Original Message:
Sent: 09-30-2025 19:53
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Hi, All

We reported this kind of issues, and this is the response of Genesys Support.

Since Edge release: 1.0.0.26833, Organizations will now be able to see the WebRTC disconnect errors logged in the Console. Events such as the Telephony-0010 and 0011.

• This logging was previously not being included or displayed in the Console due to the manner in which Genesys handled WebRTC station sessions during interactions. Since the session handling has been updated with the modern WebRTC feature, this now allows the details for the WebRTC disconnect's Analytics data to be logged and available to you.
• Please keep in mind that the presenting of the errors now do not mean that you are now experiencing "new" issues/errors, but this is more to provide more details regarding what occurred and identifying the disconnect reason.
• Previously you would need to raise these disconnect issue with Support in order for us to identify what caused the disconnect. Now as an Admin in the Organization, you will have more details with those Telephony Events.
  
  

I hope this will be useful :)

BR 

------------------------------
Adrian Rodriguez

Original Message:
Sent: 10-07-2025 15:29
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello George,

Thank you for the information. I believe the following points remain unclear:

• Was there an Edge update that introduced a change in how the IceIdle error is reported?

• Prior to this change, did the IceIdle error result in call disconnects/dropped calls, or was it only visible in the logs?

Thank you for clarifying.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-07-2025 14:12
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

That is internal info I dug up. I don't know of it being posted anywhere else. Something our folks discovered while working with Microsoft Support

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-07-2025 13:38
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi George,

Can you please provide a link of the documentation regarding the Group Policy? Where is this information posted?

Thank you.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-03-2025 10:36
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-01-2025 10:43
From: Dan Wong
Subject: Telephony-0010 and Telephony-0011 Events recently started

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

------------------------------
Dan Wong
EUC Engineer

Original Message:
Sent: 10-01-2025 09:01
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Ernest,

A brief anonymized summary of what was observed..

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 10-01-2025 08:18
From: Ernest John Nuque
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello Duncan,
what issue in the network they found in particular?

------------------------------
Ernest John Nuque
Voice Network Engineer

Original Message:
Sent: 09-30-2025 19:53
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Hi, All

We reported this kind of issues, and this is the response of Genesys Support.

Since Edge release: 1.0.0.26833, Organizations will now be able to see the WebRTC disconnect errors logged in the Console. Events such as the Telephony-0010 and 0011.

• This logging was previously not being included or displayed in the Console due to the manner in which Genesys handled WebRTC station sessions during interactions. Since the session handling has been updated with the modern WebRTC feature, this now allows the details for the WebRTC disconnect's Analytics data to be logged and available to you.
• Please keep in mind that the presenting of the errors now do not mean that you are now experiencing "new" issues/errors, but this is more to provide more details regarding what occurred and identifying the disconnect reason.
• Previously you would need to raise these disconnect issue with Support in order for us to identify what caused the disconnect. Now as an Admin in the Organization, you will have more details with those Telephony Events.
  
  

I hope this will be useful :)

BR 

------------------------------
Adrian Rodriguez

Original Message:
Sent: 10-07-2025 15:29
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello George,

Thank you for the information. I believe the following points remain unclear:

• Was there an Edge update that introduced a change in how the IceIdle error is reported?

• Prior to this change, did the IceIdle error result in call disconnects/dropped calls, or was it only visible in the logs?

Thank you for clarifying.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-07-2025 14:12
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

That is internal info I dug up. I don't know of it being posted anywhere else. Something our folks discovered while working with Microsoft Support

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-07-2025 13:38
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi George,

Can you please provide a link of the documentation regarding the Group Policy? Where is this information posted?

Thank you.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-03-2025 10:36
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-01-2025 10:43
From: Dan Wong
Subject: Telephony-0010 and Telephony-0011 Events recently started

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

------------------------------
Dan Wong
EUC Engineer

Original Message:
Sent: 10-01-2025 09:01
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Ernest,

A brief anonymized summary of what was observed..

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 10-01-2025 08:18
From: Ernest John Nuque
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello Duncan,
what issue in the network they found in particular?

------------------------------
Ernest John Nuque
Voice Network Engineer

Original Message:
Sent: 09-30-2025 19:53
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Hi, All

We reported this kind of issues, and this is the response of Genesys Support.

Since Edge release: 1.0.0.26833, Organizations will now be able to see the WebRTC disconnect errors logged in the Console. Events such as the Telephony-0010 and 0011.

• This logging was previously not being included or displayed in the Console due to the manner in which Genesys handled WebRTC station sessions during interactions. Since the session handling has been updated with the modern WebRTC feature, this now allows the details for the WebRTC disconnect's Analytics data to be logged and available to you.
• Please keep in mind that the presenting of the errors now do not mean that you are now experiencing "new" issues/errors, but this is more to provide more details regarding what occurred and identifying the disconnect reason.
• Previously you would need to raise these disconnect issue with Support in order for us to identify what caused the disconnect. Now as an Admin in the Organization, you will have more details with those Telephony Events.
  
  

I hope this will be useful :)

BR 

------------------------------
Adrian Rodriguez

Original Message:
Sent: 10-07-2025 15:29
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello George,

Thank you for the information. I believe the following points remain unclear:

• Was there an Edge update that introduced a change in how the IceIdle error is reported?

• Prior to this change, did the IceIdle error result in call disconnects/dropped calls, or was it only visible in the logs?

Thank you for clarifying.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-07-2025 14:12
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

That is internal info I dug up. I don't know of it being posted anywhere else. Something our folks discovered while working with Microsoft Support

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-07-2025 13:38
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi George,

Can you please provide a link of the documentation regarding the Group Policy? Where is this information posted?

Thank you.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-03-2025 10:36
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-01-2025 10:43
From: Dan Wong
Subject: Telephony-0010 and Telephony-0011 Events recently started

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

------------------------------
Dan Wong
EUC Engineer

Original Message:
Sent: 10-01-2025 09:01
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Ernest,

A brief anonymized summary of what was observed..

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 10-01-2025 08:18
From: Ernest John Nuque
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello Duncan,
what issue in the network they found in particular?

------------------------------
Ernest John Nuque
Voice Network Engineer

Original Message:
Sent: 09-30-2025 19:53
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Hello Adrian,

Thank you for the update. From your message, Support confirmed that the recent change was only related to logging and reporting in the latest Edge release, and that this update - and the visibility of this error - does not indicate new issues for agents.

However, I'm wondering why we've seen an increase in client reports of dropped calls since that update. While the error may not have been visible to agents previously, any dropped calls that occurred have always been reported by the client."

Hi, All

We reported this kind of issues, and this is the response of Genesys Support.

Since Edge release: 1.0.0.26833, Organizations will now be able to see the WebRTC disconnect errors logged in the Console. Events such as the Telephony-0010 and 0011.

• This logging was previously not being included or displayed in the Console due to the manner in which Genesys handled WebRTC station sessions during interactions. Since the session handling has been updated with the modern WebRTC feature, this now allows the details for the WebRTC disconnect's Analytics data to be logged and available to you.
• Please keep in mind that the presenting of the errors now do not mean that you are now experiencing "new" issues/errors, but this is more to provide more details regarding what occurred and identifying the disconnect reason.
• Previously you would need to raise these disconnect issue with Support in order for us to identify what caused the disconnect. Now as an Admin in the Organization, you will have more details with those Telephony Events.
  
  

I hope this will be useful :)

BR 

------------------------------
Adrian Rodriguez

Original Message:
Sent: 10-07-2025 15:29
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello George,

Thank you for the information. I believe the following points remain unclear:

• Was there an Edge update that introduced a change in how the IceIdle error is reported?

• Prior to this change, did the IceIdle error result in call disconnects/dropped calls, or was it only visible in the logs?

Thank you for clarifying.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-07-2025 14:12
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

That is internal info I dug up. I don't know of it being posted anywhere else. Something our folks discovered while working with Microsoft Support

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-07-2025 13:38
From: Ninette Elashry
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi George,

Can you please provide a link of the documentation regarding the Group Policy? Where is this information posted?

Thank you.

------------------------------
Ninette Elashry
Senior Application Specialist

Original Message:
Sent: 10-03-2025 10:36
From: George Ganahl
Subject: Telephony-0010 and Telephony-0011 Events recently started

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-01-2025 10:43
From: Dan Wong
Subject: Telephony-0010 and Telephony-0011 Events recently started

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

------------------------------
Dan Wong
EUC Engineer

Original Message:
Sent: 10-01-2025 09:01
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hi Ernest,

A brief anonymized summary of what was observed..

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 10-01-2025 08:18
From: Ernest John Nuque
Subject: Telephony-0010 and Telephony-0011 Events recently started

Hello Duncan,
what issue in the network they found in particular?

------------------------------
Ernest John Nuque
Voice Network Engineer

Original Message:
Sent: 09-30-2025 19:53
From: Duncan Lynch
Subject: Telephony-0010 and Telephony-0011 Events recently started

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

------------------------------
Duncan Lynch
Solutions Specialist

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

10 seconds matches a recently-discovered issue when Group Policy gets applied to a Windows machine (I think mainly Windows 11) that results in sending sending an LLDP Shutdown message:

"...an LLDP packet which states 'Shutdown LLDP'. This packet causes the NIC on the machine to essentially be reset, and since Genesys Cloud does not currently have any ability to reestablish ICE connectivity after it has been lost the call will simply disconnect."

There is a fix currently in Limited Availability status which will allow for "...graceful media stream recovery for WebRTC calls"

So, when you communicate with Support you might ask about the steps you can take in Group Policy to avoid that particular issue.

To test the effect,

1. On an affected user/machine, perform an outbound WebRTC call from Genesys Cloud.

2. Open cmd.exe as administrator on the machine

3. Run the command 'gpupdate /force'

If the client is affected by this issue, you will see the call disconnect about ten seconds later. If you do not see the call disconnect after running the command above, you likely have another bit of software which is triggering the LLDP shutdown.

Thanks for sharing!

Did you find this on all interactions or did it only occur on a certain proportion? 

Was there any particular duration these interaction would eventually "Error" and disconnect?

"This kept happening for approximately 10 seconds..."

Would i be right in staying you saw this in the PCAPs, with multiple Requests / Status every 10 seconds?

Hi Ernest,

A brief anonymized summary of what was observed..

Hello Duncan,
what issue in the network they found in particular?

Yes, I reported an increase in these 2 events on 10th September. Genesys investigated and have currently determined the issue is on our side, so the incident is with our network team for investigation.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi Chad, most of our users are using the web version and not the Genesys Desktop Application

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi Chad,

Appreciate the info on the Desktop Application.

I did some testing yesterday / today from both the Desktop App and Chrome browser. Both seemed to exhibit the same issue/error when running Diagnotics. We do understand that in some (maybe even most cases) the Telephony Events 0011 at least are benign, but we cannot determine which are 0011 events are benign vs which are real issues.  As mentioned before I've tested both off/on our VPN and from a company provided laptop as well as a personal laptop on my home network. I can get Diagnostics to run without error maybe 1 out of 5 times. The other 4 times, I get an error in Diagnostics as well as a Telephony 0011 event thrown. This behavior for our Org appears to have started around mid September and has continued. I've asked support if they can help determine why Diagnostics is throwing an error and 0011 event (even when Diagnostics is successful). Really need the behavior corrected so that we can focus on any 0011 events that are truly an issue.

Thanks,

Shane

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hi Chad,

Appreciate the info on the Desktop Application.

I did some testing yesterday / today from both the Desktop App and Chrome browser. Both seemed to exhibit the same issue/error when running Diagnotics. We do understand that in some (maybe even most cases) the Telephony Events 0011 at least are benign, but we cannot determine which are 0011 events are benign vs which are real issues.  As mentioned before I've tested both off/on our VPN and from a company provided laptop as well as a personal laptop on my home network. I can get Diagnostics to run without error maybe 1 out of 5 times. The other 4 times, I get an error in Diagnostics as well as a Telephony 0011 event thrown. This behavior for our Org appears to have started around mid September and has continued. I've asked support if they can help determine why Diagnostics is throwing an error and 0011 event (even when Diagnostics is successful). Really need the behavior corrected so that we can focus on any 0011 events that are truly an issue.

Thanks,

Shane

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Yep, the RTP and audio ports should all be allowed and actually totally bypassing Zscaler for our FedRAMP CIDR range. 

Strangely enough these same errors occur for us even off our network (no Zscaler/VPN involved at all). I can replicate the same 0011 errors from home using a personal Windows or Mac device that isn't on or managed by our corp network. Several of my colleagues have replicated this from home as well, so it doesn't appear to be isolated to Zscaler/VPN. 

Hi Chad,

Appreciate the info on the Desktop Application.

I did some testing yesterday / today from both the Desktop App and Chrome browser. Both seemed to exhibit the same issue/error when running Diagnotics. We do understand that in some (maybe even most cases) the Telephony Events 0011 at least are benign, but we cannot determine which are 0011 events are benign vs which are real issues.  As mentioned before I've tested both off/on our VPN and from a company provided laptop as well as a personal laptop on my home network. I can get Diagnostics to run without error maybe 1 out of 5 times. The other 4 times, I get an error in Diagnostics as well as a Telephony 0011 event thrown. This behavior for our Org appears to have started around mid September and has continued. I've asked support if they can help determine why Diagnostics is throwing an error and 0011 event (even when Diagnostics is successful). Really need the behavior corrected so that we can focus on any 0011 events that are truly an issue.

Thanks,

Shane

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

We are using Desktop and still experiencing the issue no matter what version of the desktop we apply.  We just pushed out 2.46.855 to test user group and had dropped calls this morning. I was hearing that this was an Edge update from August, that was the last time our performance was stable, and calls were not dropping so frequently.  Does anyone have a workaround yet? I continue to send captures to our support ticket but no recommendations yet.

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hello Wendy,

I have done some digging internally and have found some info from a dev ticket. From what I have gathered, we did not make any changes to how Genesys Cloud functionally works. There was a change to the criteria of what would trigger a Telephony-XXXX alert that would now more accurately report calls that experienced those issues. The agents that are showing up in the reports having Telephony-XXXX errors were having issues before the change was implemented.

I have only been able to find 2-3 cases that were opened with Product Support so if you have a case opened with our Support team, please share the case number so that I can monitor the issue internally as well.

We are using Desktop and still experiencing the issue no matter what version of the desktop we apply.  We just pushed out 2.46.855 to test user group and had dropped calls this morning. I was hearing that this was an Edge update from August, that was the last time our performance was stable, and calls were not dropping so frequently.  Does anyone have a workaround yet? I continue to send captures to our support ticket but no recommendations yet.

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hello Wendy,

I have done some digging internally and have found some info from a dev ticket. From what I have gathered, we did not make any changes to how Genesys Cloud functionally works. There was a change to the criteria of what would trigger a Telephony-XXXX alert that would now more accurately report calls that experienced those issues. The agents that are showing up in the reports having Telephony-XXXX errors were having issues before the change was implemented.

I have only been able to find 2-3 cases that were opened with Product Support so if you have a case opened with our Support team, please share the case number so that I can monitor the issue internally as well.

We are using Desktop and still experiencing the issue no matter what version of the desktop we apply.  We just pushed out 2.46.855 to test user group and had dropped calls this morning. I was hearing that this was an Edge update from August, that was the last time our performance was stable, and calls were not dropping so frequently.  Does anyone have a workaround yet? I continue to send captures to our support ticket but no recommendations yet.

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Hello Wendy,

I have done some digging internally and have found some info from a dev ticket. From what I have gathered, we did not make any changes to how Genesys Cloud functionally works. There was a change to the criteria of what would trigger a Telephony-XXXX alert that would now more accurately report calls that experienced those issues. The agents that are showing up in the reports having Telephony-XXXX errors were having issues before the change was implemented.

I have only been able to find 2-3 cases that were opened with Product Support so if you have a case opened with our Support team, please share the case number so that I can monitor the issue internally as well.

We are using Desktop and still experiencing the issue no matter what version of the desktop we apply.  We just pushed out 2.46.855 to test user group and had dropped calls this morning. I was hearing that this was an Edge update from August, that was the last time our performance was stable, and calls were not dropping so frequently.  Does anyone have a workaround yet? I continue to send captures to our support ticket but no recommendations yet.

@Shane Jenkins, @Ninette Elashry, or anyone else, are your employees using the Genesys Desktop Application?  We recently found a bug in the newer releases of the Desktop App that periodically prevent screen recording, so we had to roll back to ver.2.43.829 while the issue is being resolved.  I don't think the Desktop app would have an impact on this particular issue of dropped calls, but we aren't ruling it out.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

We have also experienced ongoing issues with Telephony-0010 over the last month or so. These occur for agents both in office and working from home. A case was logged with Genesys who advised:

This indicates a network-level issue. Specifically, the Edge component stopped receiving RTP packets from the client. As a result, it initiated an outgoing ICE Connection Management check but did not receive a response. Consequently, the Edge terminated the WebRTC connection.

The idle detection mechanism is designed to prevent users from remaining connected to non-functional WebRTC sessions. In this case, RTP traffic from the agent's PC failed to reach Genesys infrastructure. Potential causes include network latency, firewall restrictions, or other connectivity disruptions.

The ICE connectivity check has a 2-second timeout. If no response is received within that window, the connection is considered idle and is disconnected. We recommend conducting an internal investigation involving your network, firewall, and - if applicable - security or VPN teams to identify what may be blocking or delaying RTP traffic. The disconnection occurs because the expected traffic does not arrive in time, triggering the timeout

We've seen no sign of improvement; today we've had 18 telephony errors in 8 hours alone. To assert that it's occurring due to network issues across such a broad range of customers seems disingenuous ...

------------------------------
Matthew Lock
WFP Manager
------------------------------

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

We are getting hammered today, nearly 60 calls in the last 4 hours dropped.  On most days we would see 4-10 calls and accept that as possibly carrier/customer related.  We started seeing this at the end of August and for 3 Friday's in a row, we were getting hammered with tens of dropped calls and Webrtc errors.  We did notice we had a Time Drift from our clients due to an NTP change and we have rectified that, since then, we had a relatively quiet and acceptable level of disconnects since the 2nd of October.  Thought that we had fixed it but it has come back with a vengeance today.

Is anyone else seeing elevated rates today or have they noticed certain days are worse than others?

We are on Edge version 1.0.0.29200 and using Microsoft Edge as our browser.

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

Interested to know if anyone has matched the WebRTC errors across the event finder - this is the common fault when checking against multiple call disconnects:

------------------------------
Matt Lock
Senior Advisor

Original Message:
Sent: 09-29-2025 10:37
From: Shane Jenkins
Subject: Telephony-0010 and Telephony-0011 Events recently started

Good morning all,

Curious if anyone else has ran into this issue.

We are a FedRAMP customer and starting last week (09/25/25 to be exact) our Edges (vendor managed) were updated to version 1.0.0.26833 after midnight on 09/25. Starting at around 6:20AM EST, we began receiving Telephony-0010 and Telephony-0011 events for the very first time (we've been on the platform for around 18 months and cannot recall receiving these two specific events until 09/25). We also have a trigger setup to email us when operational events occur. We cannot find an email for previous 6 months of these events occurring.

We can recreate the 0011 event by running webRTC diagnostics and this occurs whether we're on our corporate network or using a personal machine from our home network. Several of our folks have recreated this. We highly suspect the Edge update to 1.0.0.26833 or something w last weeks platform release has changed something which is now leading to us seeing / receiving these two specific events. Has anyone here ran into the same issue or something similar? 

You can also spot check these from the Operational Console. Seems odd to us that multiple users can recreate off or on network and these first began happening last week. Seems logical to think something changed somewhere.

We have an open ticket w support, thought we'd check here as well.

Telephony-0011 is a DTLS Peer Disconnect event 

Telephony-0010 is a WebRTC ICE Idle Detected

Thanks as always!

#PlatformAdministration
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane Jenkins
------------------------------