We had this issue for months after moving to BYOC-C April 2022. We had a combination of issues actually (some of these were new under BYOCC, some were there before moving to byocc)
(1) audio (usually from customer to agent but could go both ways) would cut out around 7.5 mins, 15mins and 30mins into some calls
(2) interactions would randomly disconnect.
(3) put client on hold, consult a 3rd party agent, disconnect consult and return to client, take call off hold only to find no 2 way comms. Have to disconnect + call back.
(4) Put client on hold, wait a period, take client OFF hold, audio not there.
(5) Audio cuts in and out in and out on the same call, say for 2 secs or 5 secs, then comms clear again.
We spent a couple of months on and off capturing webrtc phone trunk and main external Sip trunk diagnostics to compare against Browser console logs. At the same time out network provider had to capture their logs. When an issue was found Genesys tech would review the logs, then i would send findings over to the Network provider team for feedback and they would drill into their packet captures to find answers.
Most of the below findings are related to (1+2+5) above however once we narrowed down a few issues, many of the above issues have now ceased (or at least down to a more acceptable level of occurrence). We are looking at QoS on our internal wifi LAN between agent device (laptop) and switch.
Findings: (by our network provider) In calls where audio drops in 1 or both directions, they found "
we aren't receiving any RTP audio on the new stream after the session refresh" (session refresh is typically at 10-15 minute intervals). In another case the audio stops sending the SRTP stream immediately after the second INVITE refresh, but it still receives RTP on the core side (and SRTP from your end). The Network provider did a switch upgrade to help resolve the the audio dropping at 15/30min intervals.
Call Disconnect finding#1
We found the Agent side disconnected with "480 WebRTC Disconnect" with "iceIdleDetection" as error detail. Edge conducts idledetection routinely to the agent webrtc, and it's synonymous to when audio of agent appears to have lost in near the end indicating an issue with the network connectivity by the Agent WebRTC towards the internet.
Call Disconnect finding#2
For the disconnecting side of the issue, we'll need your SBC Vendor/Provider on their side of the configuration and SIP traces on why do they send a SIP BYE with Reason: Q.850, cause=408;text="ReINVITE Fail" header to suddenly end the call. There might be a reINVITE they are making/attempting but fails
Other Settings to check in GCloud.
For the External Trunk - Set PCMA to priority higher than PCMU. For the WebRTC Trunk we set it to opus only as it is the codec primarily for Webrtc usage. )This helped things a bit.)
We also checked our trunk setting "Disconnect on Idle RTP". We tried if OFF to see if it helped. Technically you shouldn't need to do this if systems are working fine.
Genesys Cloud findings (2 call examples submitted for analysis):
Call # 1 - we stopped receiving audio from the carrier. Whether this was due to an issue on the external caller's side or on the carrier's end I have no way of saying, you'd have to discuss this with whoever services this trunk.
Call # 2 - Either the agent made an error trying to take the call off hold, or they disconnected from their RTP session which caused the call to drop. Does the agent have any apps installed which could be taking over their microphone such as Teams?
Audio issues are 99% of the time caused by some sort of network condition (packet loss, jitter, latency). What we see in the example here is evidence of a transport issue. Either the agent did not receive the packets with the proposes in them, or they did receive them and tried to respond and it didn't reach us. While not the exact same thing as loss of audio, it's just further evidence of the larger picture here.
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Simon Mckenzie
Farmers Mutual Group
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Original Message:
Sent: 11-04-2022 10:45
From: Justin Loritz
Subject: Audio Mutes during call
Hello, we have been having an issue where the call mutes at about the 15 minute mark. The agent will put the call on hold, come back, and at the 15 minute mark, the call will mute for both the agent and customer. The call cannot be unmuted. Agent has to call customer back in order to resolve the issue. PCAP doesnt show any errors. Anyone else seeing this behavior?
#SystemAdministration
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Justin Loritz
Nicolet Bank
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