Hi all,
Some agents are complaining the call doesn't start after picking up. In the Interactions we do not see that the agents actually picked up the call, instead it looks like the agents missed the call (20 seconds of alerting time).
I have checked the conversationIds for those reported calls and am noticing something odd in the WebRTC logs.
After clicking the pickup button we call
this.webRTCSdk?.acceptPendingSession(request);
The webrtc starts setting up everything needed for the call, but in some cases, the
[webrtc-sdk] requesting getUserMedia
does not get a fast answer, in the attached example it took 12 seconds for the event
[webrtc-sdk] returning media from getUserMedia
to finish. By the time we get the "accepting session" event, the 20 seconds have passed and the notification API sends a disconnect call event.
Is there a way to skip the getUserMedia request? Or do this on initialization instead of after picking up?
The agent in question was able to handle calls before this broken call and able to pickup the call after, so it does not seem linked to the agent itself.