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Genesys - Dialogflow cx error

Posted on 06-27-2023 12:45 AM
LPHelen82
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I have an integration with Genesys and Dialogflow CX working on voice, chat, and WhatsApp channels. I have encountered the following problem: suddenly, after working correctly for over a month, some voice requests from the Genesys voice channel stopped reaching the bot, while other voice requests and all WhatsApp and chat requests were functioning properly. The Dialogflow agent remains the same. Genesys showed a connectivity error. We had the issue for three days, escalated it to Genesys, but they couldn't resolve it. Suddenly, today it resolved itself without making any changes. However, we don't know what could have triggered it. Has anyone else experienced this or have any idea what could have caused it? Thank you.

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Posted on --/--/---- --:-- AM
LPHelen82
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After the previous issue resolved on its own without any intervention, and everything had been working well for these months, since Thursday there have been disconnections between Dialogflow and Genesys in the initial flow. In Google Cloud, it appears that the sessions where the user hangs up show no errors, and in Genesys, it is displayed as 'no resource.' This bot is part of a telephone IVR. It doesn't happen in all calls, nor at the same point in the flow every time, and there are no common criteria for when it occurs. Any ideas? Thanks.

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Posted on --/--/---- --:-- AM
Rahn
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In response to LPHelen82
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I ran into this problem in phone calls with Dialogflow. It happened because of data overload. You should ask yourself how much data is going through the call between genesys and dialogflow? Are the sizes of the flows and responses fitting within the connection's limits? You can try to make them smaller or split them up, and if that's not doable, you gotta use a middleware

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Posted on --/--/---- --:-- AM
LPHelen82
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After conducting various tests, we have confirmed that the cuts do not occur with the 'default' voice but do happen with all others. In Genesys, the error 'no resource voice' appears, but it is not displayed in Google traces. Can you guide us to determine the cause of this?

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Posted on --/--/---- --:-- AM
Oscar3
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In response to LPHelen82
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Did you ever find out what the issue was? We are experiencing the exact same issue right now.

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