Genesys marks conversation as hangup even after correct disconnection sequence

Platform API Python SDK
1

Hello Dev team,

We've been having some inconsistent problems with Genesys marking a conversation as a hangup even after a correct disconnection sequence. This happens occasionally, and not always. I'll share with you logs and a sequence of action of what happened and what error we get from genesys.

Below is a dump (with anonymized data):

TL;DR we receive the open message, send back opened message (omited in the logs), receive playback started and playback completed signals. We also receive occasional ping messages and respond with pong messages.
Eventually, we trigger a disconnect message, wait for a close message and send back a closed message.
We would love to have more insights into debugging this issue.

1/24/2025, 6:06:13.057 PM: {'version': '2', 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'type': 'open', 'seq': 1, 'position': 'PT0.0S', 'parameters': {'organizationId': 'ANONYMIZED', 'conversationId': 'a54227d5-a7bd-4156-adff-41b45ee2c90f', 'participant': {'id': 'a54227d5-a7bd-4156-adff-41b45ee2c90f', 'ani': 'ANONYMIZED', 'aniName': '', 'data': 'ANONYMIZED'}, 'media': [{'type': 'audio', 'format': 'PCMU', 'channels': ['external'], 'rate': 8000}], 'language': 'es-es', 'inputVariables': {'ANONYMIZED': 'voice', 'ANONYMIZED': 'es', 'ANONYMIZED': 'ANONYMIZED', 'ANONYMIZED': 'tel:ANONYMIZED', 'ANONYMIZED': 'a54227d5-a7bd-4156-adff-41b45ee2c90f', 'ANONYMIZED': 'false'}}, 'serverseq': 0}

1/24/2025, 6:06:13.229 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":2,"position":"PT0.0S","parameters":{},"serverseq":1}

1/24/2025, 6:06:13.606 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":3,"position":"PT0.6S","parameters":{},"serverseq":1}

1/24/2025, 6:06:13.613 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":4,"position":"PT0.6S","parameters":{},"serverseq":1}

1/24/2025, 6:06:13.866 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":5,"position":"PT0.8S","parameters":{},"serverseq":1}

1/24/2025, 6:06:13.887 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":6,"position":"PT0.8S","parameters":{},"serverseq":1}

1/24/2025, 6:06:14.281 PM: {'version': '2', 'type': 'pong', 'seq': 2, 'clientseq': 7, 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'parameters': {}}

1/24/2025, 6:06:14.281 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"ping","seq":7,"position":"PT1.2S","parameters":{},"serverseq":1}

1/24/2025, 6:06:15.281 PM: {'version': '2', 'type': 'pong', 'seq': 3, 'clientseq': 8, 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'parameters': {}}

1/24/2025, 6:06:15.281 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"ping","seq":8,"position":"PT2.2S","parameters":{"rtt":"PT0.018684071S"},"serverseq":2}

1/24/2025, 6:06:19.734 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":9,"position":"PT6.4S","parameters":{},"serverseq":3}

1/24/2025, 6:06:19.923 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":10,"position":"PT6.8S","parameters":{},"serverseq":3}

1/24/2025, 6:06:20.006 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":11,"position":"PT7.0S","parameters":{},"serverseq":3}

1/24/2025, 6:06:20.008 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":12,"position":"PT7.0S","parameters":{},"serverseq":3}

1/24/2025, 6:06:21.281 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"ping","seq":13,"position":"PT8.2S","parameters":{"rtt":"PT0.018883742S"},"serverseq":3}

1/24/2025, 6:06:21.281 PM: {'version': '2', 'type': 'pong', 'seq': 4, 'clientseq': 13, 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'parameters': {}}

1/24/2025, 6:06:24.458 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":14,"position":"PT11.2S","parameters":{},"serverseq":4}

1/24/2025, 6:06:24.477 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":15,"position":"PT11.4S","parameters":{},"serverseq":4}

1/24/2025, 6:06:24.843 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":16,"position":"PT11.8S","parameters":{},"serverseq":4}

1/24/2025, 6:06:24.861 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":17,"position":"PT11.8S","parameters":{},"serverseq":4}

1/24/2025, 6:06:25.106 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":18,"position":"PT12.2S","parameters":{},"serverseq":4}

1/24/2025, 6:06:25.136 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":19,"position":"PT12.2S","parameters":{},"serverseq":4}

1/24/2025, 6:06:27.281 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"ping","seq":20,"position":"PT14.2S","parameters":{"rtt":"PT0.018786689S"},"serverseq":4}

1/24/2025, 6:06:27.281 PM: {'version': '2', 'type': 'pong', 'seq': 5, 'clientseq': 20, 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'parameters': {}}

1/24/2025, 6:06:32.052 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":21,"position":"PT18.8S","parameters":{},"serverseq":5}

1/24/2025, 6:06:32.240 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":22,"position":"PT19.0S","parameters":{},"serverseq":5}

1/24/2025, 6:06:32.327 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_completed","seq":23,"position":"PT19.4S","parameters":{},"serverseq":5}

1/24/2025, 6:06:32.345 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"playback_started","seq":24,"position":"PT19.4S","parameters":{},"serverseq":5}

1/24/2025, 6:06:33.281 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"ping","seq":25,"position":"PT20.2S","parameters":{"rtt":"PT0.018905358S"},"serverseq":5}

1/24/2025, 6:06:33.281 PM: {'version': '2', 'type': 'pong', 'seq': 6, 'clientseq': 25, 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'parameters': {}}

1/24/2025, 6:06:37.169 PM: {'version': '2', 'type': 'disconnect', 'seq': 7, 'clientseq': 25, 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'parameters': {'reason': 'completed', 'info': None, 'outputVariables': {'ANONYMIZED': 'false',
'ANONYMIZED': '123', 'ANONYMIZED': '123', 'ANONYMIZED': '123', 'ANONYMIZED': 'ANONYMIZED', 'ANONYMIZED': '123', 'ANONYMIZED': '123', 'ANONYMIZED': 'null', 'ANONYMIZED': None, 'ANONYMIZED': None, 'ANONYMIZED': None, 'ANONYMIZED': None, 'ANONYMIZED': 'A', 'ANONYMIZED': 'fin_conversacion', 'ANONYMIZED': 'Pasar a un agente', 'ANONYMIZED': None, 'ANONYMIZED': 'ANONYMIZED '}}}

1/24/2025, 6:06:37.187 PM: {"version":"2","id":"47323127-5cc6-4354-b9c8-5c58a99c50ca","type":"close","seq":26,"position":"PT24.2S","parameters":{"reason":"disconnect"},"serverseq":7}

1/24/2025, 6:06:37.188 PM: {'version': '2', 'type': 'closed', 'seq': 8, 'clientseq': 26, 'id': '47323127-5cc6-4354-b9c8-5c58a99c50ca', 'parameters': {}}

The only error that we got on Genesys end is the following:

Error en invocación al Bot de Identificación. ErrorType: NoResourceError ErrorMessage: There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support

The crash happens on genesys just after we send the closed message (milliseconds of difference)

Happy to also share the csv file containing all that data.

Would appreciate any indicators here, as this doesn't happen consistently.

1 Like
2

Hello,

I would suggest to open a ticket with Genesys Cloud Customer Care .
We do not have access to customer data/logs via the forum and can't investigate these.
Customer Care may be able to find more info on these conversations (logs/errors/...) as you seem to be able to provide specific conversationIds.

Regards,

3

Thank you Jerome!
However, independent of the IDs, is there something incorrect with the sequence?

4

As far as I see, only messages received from Genesys are shown in your log, and not the ones your server has sent. So there is nothing much I can say.

I have assumed that you meant that you have seen similar conversations, which had the same sequence of events (from Genesys Cloud to your server, and from your server back to Genesys Cloud) and that some are marked as hangup and some are not.
If yes, Customer Care would be the appropriate approach as they may see in logs or alarms if something is specific to these conversations marked as hangup.

Regards,

5

Thank you for the reply! However I have logged all the data that is received and sent (Except the opened message). You can find the pong, disconnect and closed messages.

Is there any potential problem that might arise due to timing? Sorry for asking you these questions but we've been stuck on this problem and it's been affecting us heavily.

6

As I mentioned above, the best would be to open a ticket with Genesys Customer Care if you haven't done this already.
They have access to GC side alerts/errors and should be able to spot why you get this error back (ErrorType: NoResourceError ErrorMessage: There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support - I assume this was message back from the Call Audio Connector action?) when you request a disconnect.

Regards,

7

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