Error on Secure Flow - Call disconnects without hearing any message

[Ana_Laia]

Hi everyone,

I’m getting an error when I transfer a call to a secure flow.

When I transfer a call to a specific secure flow the call disconnects without hearing neither the “Error Event” message or any of the flow messages.

I tried to analyze the conversation, and on the secure flow part I got:

    "disconnectType": "error",
    "held": false,
    "wrapupRequired": false,
    "attributes": {},
    "errorInfo": {
    "code": "error.ininedgecontrol.callflow.document.accept.media",
    "message": "CallLeg failed to either answer or join",
    "messageWithParams": "CallLeg failed to either answer or join",
    "messageParams": {},
    "details": [],
    "errors": [] 

This happens every time I transfer the call from an inbound flow (with “Transfer to Secure Flow” Action) and/or an Agent initializes the flow.

Can you help me to figure out what is happening?

Thank you in advance.

Best regards,
Ana Laia

[anon88270151]

Hi Ana. I am sorry to hear that you are experiencing issues with transferring to secure flows. From the errorInfo you posted (thanks for getting that, BTW), this looks to be an Edge issue. I have posted a message to our internal edge support chatroom with a link to your post. You should be getting a reply from someone on the Edge team soon. Thanks.

[anon88270151]

Hi again, Ana. I just got a message from the Director of edge development. He said the best course of action for this is for you to go ahead and open up a support ticket. Please let me know if you have trouble or need help in opening up the ticket. Thanks again for reporting this to us!

[Ana_Laia]

Hi Tom,

Thank you for your answer

I opened a support case.

Best regards,
Ana Laia