Yes we already have opened a ticket. We use TCP because we have only opened port 5061 TCP(not TLS).
I thick the pcap dont show the real problem, which is Network related. This is what the engineer sais:
The logs for "7dd3f165-5d71-40d9-bf79-0f81329ca213" show TCP timeout issue. It shows that it was able to identify the actual/correct station so it it attempted to connect to it. However, the error below came up.
ErrorCode: error.i3inet.transport.tcp.connectionFailure
Description: No viable connection for <TCP/10.154.7.277:49152-65535/172.28.88.57:8060/connectionTimeout=2.0s>
I crossed referenced it with the Softphone logs and did not find any entry for that connection attempt. Which means that the Softphone never received that connection attempt. I recommend working with your Network team to identify where the point of failure is. For issues like this, it would be beneficial to setup a Wireshark capture in the edge, the Softphone station and every hop in between to find out where it is failing.
Other than that, the Softphone logs also show some Winsock issues on the agent station from time to time. That may or may not be related.
So do you think is firewall drops related????
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David Fradejas Tomás
Sabio Ibérica, S.A.
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Original Message:
Sent: 07-21-2023 10:17
From: Dean Thames
Subject: error while make a call: error.ininedgecontrol.connection.protocol.transport
Thanks David,
So that call got a bye with normal call clearing reason at 22.9, which is normal-ish... someone asked for it.
Thing that is jumping out to me is the transport is TCP. Is there a reason for that?
Also, are the calls dropping at the same time? Or is it variable?
If you haven't already 'd suggest opening a support ticket. They're going to want the console logs from the browser.
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Dean Thames
Sr. Principal Consultant Cloud CX
Original Message:
Sent: 07-21-2023 02:57
From: David Fradejas Tomás
Subject: error while make a call: error.ininedgecontrol.connection.protocol.transport
here is the pcap,
we use native GC UI and inin Softphone , which is the Native Softphone for purecloud installed on the PC.
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David Fradejas Tomás
Sabio Ibérica, S.A.
Original Message:
Sent: 07-20-2023 09:52
From: Dean Thames
Subject: error while make a call: error.ininedgecontrol.connection.protocol.transport
Hi David,
A few questions:
Are you using the webRTC softphone in the native GC UI? Or are you using an embedded client or browser extension?
Also, do you get an interaction record on the failed calls that generates a pcap file?
Thanks!
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Dean Thames
Sr. Principal Consultant Cloud CX
Original Message:
Sent: 07-18-2023 12:04
From: David Fradejas Tomás
Subject: error while make a call: error.ininedgecontrol.connection.protocol.transport
We are experiencing a problem on a client we have where the UI error indicates transport protocol error.
Final customer (endpoints) uses a softphone and connects outside customer firewall, and also have to use customer proxy while connect to Genesys Cloud URLs.
If they connect using a physical phone, they do not experience any problem, but when using the softphone, the call does not get picked up, giving the error that I mentioned above. In the console and browser crashes we have observed that there is a problem when they try to connect to an Amazon Web Services URL but we are not sure if this is the root cause.
The error that I show in browser is: ["lastConversationError: ",{"id":"7dd3f165-5d71-40d9-bf79-0f81329ca213","errorInfo":{"code":"error.ininedgecontrol.connection.protocol.transport","message":"Transport Failure","messageWithParams":"Transport Failure","messageParams":{"text":"Transport Failure"}}}]
anyone has any idea? Thanks in advance
#Connect with a Customer (NEW)
#SIP/VoIP
#Telephony
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David Fradejas Tomás
Sabio Ibérica, S.A.
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