Call gets accepted but continues to ring(call alerting notification)

Platform API
1

Hi Team,

I am trying to answer a call using the platform api's.
The api for answering calls i.e
PATCH https://api.euw2.pure.cloud/api/v2/conversations/calls/{callId}/participants/{participantId}
does accepts an incoming call as I get the status 202 accepted, but on genesys cloud UI, I still get the incoming call notification( keeps on ringing).

What could be the reason for such an behaviour?

2

There are a couple of reasons for this. This includes: Not logged in station, permission check failing, and using client credentials instead of user credentials. could you provide a correlation id so that I confirm what is going on? If not I will redirect you to the support group for a better explanation/help

3

My apologies for the late reply.

The correlation id : 5a7b2829-1c3d-4fc4-8ab3-8a978adc8362
I am guessing it has something to do with webrtc connectivity although we are not not using it explicitly.

Here's a little background-
We login the agent and receive notifications for incoming interactions using the java sdk. Now we want to answer calls using the sdk only( we are not using webRTC explicitly). The calls do get accepted but audio is never audible and when we tried testing it using api's we faced the same issue.
Status 202 is returned but call does not gets connected.
The user is a valid logged in user.

Is it possible to do without webRTC explicitly. If yes, what's going wrong?

4

Do you have "Placing calls with another app" enabled? See step 2 at the bottom here: Select and configure the Genesys Cloud WebRTC phone - Genesys Cloud Resource Center

5

Yes, "Placing calls with another app" is already enabled.

6

Hey Tim,

As I have already told you it's already enabled.
Can you suggest any other possible solutions or issue that is leading to this issue.

7

Hi Archana,

This could be a potential bug. I would open a ticket with our Care team. I would provide the correlation id to the Care team as this will help them when they go through the problem resolution process and assign it to an engineering team for further review.

Thanks,
John Carnell
Manager, Developer Engagement

8

Thanks for the response, John.
We would really appreciate further support on this issue.

9

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