Now that you've included the screenshots, the picture is a little clearer. This thread was originally for a error.ininedgecontrol.session.inactive error. Based on the screenshots that you provided, the error that you are seeing is a error.ininedgecontrol.connection.station.notFound.
Original Message:
Sent: 06-12-2025 14:13
From: Dewald Smit
Subject: Seeing this error on interaction reporting: error ininedgecontrol session inactive
This is normal ACD on a queue, not broadcast to group of agents. You can see that on the interaction details, it does not even list the 3 agents as being contacted/alerted. It's a strange one.
I'm even starting think maybe the phones are deselected at this point by the agent? :/
Not an easy one this. Think I need to log it with Care maybe.
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Dewald Smit
Systems Consultant (CX Engineer)
Original Message:
Sent: 06-12-2025 13:29
From: Jason Kleitz
Subject: Seeing this error on interaction reporting: error ininedgecontrol session inactive
Hello Dewald,
That sounds odd. If the first 3 agents are set to auto answer, it should connect the call, and if not, they should be switched to Not Responding. As I mentioned, that error is not something that really should be an issue since it can occur when one service attempts to disconnect a call and the client has already disconnected. In this scenario, is this call being broadcast to a group of agents at the same time?
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 06-12-2025 13:13
From: Dewald Smit
Subject: Seeing this error on interaction reporting: error ininedgecontrol session inactive
Hi Jason,
We are seeing the same errors, but this is when its trying to connect with agent station. On the timeline it also Shows the Segment as 'Station', and not agent.
These agents have auto answer enabled, the call can go through 3 agents with that error and then the 4th agent would connect and handle the call.
Agents also do not go into not responding.
Why would we see this error on a call that is not disconnected?
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Dewald Smit
Systems Consultant (CX Engineer)
Original Message:
Sent: 03-20-2025 13:16
From: Jason Kleitz
Subject: Seeing this error on interaction reporting: error ininedgecontrol session inactive
Hello Janine,
The short answer is that that is not really an error where something went wrong, such as a call being dropped. If you see that, you should be able to ignore it. I've talked to a few subject matter experts in the past and the exact details on what triggers that 'error' tend to happen after the agent leg attempts to disconnect from a call after the remote end has already begun the process of tearing down the call.
From https://help.mypurecloud.com/articles/disconnect-reasons/:
Client – Session is inactive A voice provider error caused when a user attempts to work with a call that has already been disconnected.
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 03-20-2025 10:49
From: Janine Ankney
Subject: Seeing this error on interaction reporting: error ininedgecontrol session inactive
We are seeing this error on our interaction reporting. It is not for all interactions, there does not seem to be a pattern to it. Searched through the resources and was not able to find a clear definition or cause for this occurring. Any insight or feedback would be greatly appreciated.
#Routing(ACD/IVR)
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Janine Ankney
Omni Solutions Lead - Genesys
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