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The operator pressed the Answer button immediately after the incoming call was delivered, but the call was eventually marked as "No Answer."

  • 1.  The operator pressed the Answer button immediately after the incoming call was delivered, but the call was eventually marked as "No Answer."

    Posted 20 days ago

    We received an inbound external call, and the operator answered it immediately.
    However, there was no response for approximately 10 seconds, after which the call timed out, the operator's status changed to "No Answer," and a RONA (Redirect On No Answer) event occurred. As a result, the call was routed to another operator, who then handled the conversation.

    This issue occurred twice on the same day, involving different terminals and operators, as described below.

    The operators were not using the standard Genesys Cloud softphone for call control and voice communication. Instead, they were using a custom softphone built with the Genesys Cloud WebRTC SDK. Upon reviewing the logs, we found that the following error was generated:
    "Could not find a pendingSession matching accept params"
    Specifically, the following WebRTC SDK error occurred:

    Exception - Code: AnswerError, Message: WebRtcSdk : requestAnswer err., Error: {
    message: "Could not find a pendingSession matching accept params",
    stack: "Error: Could not find a pendingSession matching accept params\n
    at Sl.ra (https://localhost/genesys-cloud-webrtc-sdk.bundle.min.js:2:925562)\n
    at Ya.proceedWithSession (https://localhost/genesys-cloud-webrtc-sdk.bundle.min.js:2:995394)\n
    at Sl.acceptPendingSession (https://localhost/genesys-cloud-webrtc-sdk.bundle.min.js:2:1115742)\n
    at WebRtcSdk.requestAnswer (https://localhost/index.html:162:26)\n
    at RTCAnswer (https://localhost/index.html:253:11)\n
    at :1:1",
    name: "Error"
    }

    Could anyone advise under what circumstances this error may occur?
    In addition, we would appreciate any guidance on how to prevent this error from occurring.
    Thank you in advance for your assistance.


    #Uncategorized

    ------------------------------
    Kei Suzuki
    ------------------------------


  • 2.  RE: The operator pressed the Answer button immediately after the incoming call was delivered, but the call was eventually marked as "No Answer."

    Posted 17 days ago

    I have to say, that this exact scenario happens to me very regularly: 
    An interaction is presented, I press the answer button (multiple times), still the interaction remains alerting and is then returned to queue, while my routing status is set to not responding, when the timeout is reached. 

    We are using the standard Genesys WebRTC softphones - and I have to add, that I am working from home, which MAY impact the connection. 
    Sometimes it works flawless, but many times the described problem occurs. As I am an admin I mostly do calls just for flow testing - and there are no complaints about this behaviour from our operations, I ignored it so far - although the lack of complaints unfortunately doesn't necessarily mean the problem does not occur in production. 

    Sorry I can't provide more helpful info - but maybe broaden the perspective a bit: I wouldn't be sure this is related to the custom softphone. 



    ------------------------------
    Michael Lukoschek
    NA
    ------------------------------



  • 3.  RE: The operator pressed the Answer button immediately after the incoming call was delivered, but the call was eventually marked as "No Answer."

    Posted 13 days ago

    Hi @Kei Suzuki,

    The error:

    Could not find a pendingSession matching accept params

    suggests that when requestAnswer() was executed, the WebRTC SDK could no longer find a valid pending session to accept.

    From my perspective, this points more to a session state/timing issue than a routing issue. Possible causes include:

    • A race condition between the alerting event and the answer action.
    • The session being canceled or invalidated before the answer request is processed.
    • Duplicate answer attempts.
    • Network or signaling delays impacting session synchronization.

    The fact that the interaction remained alerting and eventually triggered RONA indicates that Genesys Cloud never received a successful answer confirmation from the endpoint.

    Since Michael reports similar behavior with the standard Genesys WebRTC client, I wouldn't focus exclusively on the custom softphone. I'd review the WebRTC SDK logs, browser logs, and network conditions around the time of the incident to determine why the pending session was no longer available when the answer was attempted.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------



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