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
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