I am so tired of these ‘ghost’ calls showing up in our trunk reports. I manage 15 BYOC trunks across 4 continents and our APAC reports are showing massive utilization spikes at 3:00 AM JST when there are zero agents logged in. I have checked our SBC logs and we are not seeing any incoming INVITEs during those periods. It seems like Genesys is reporting ‘phantom’ active calls that do not exist. Is the Analytics engine just broken for regional trunks? I have been a sysadmin for 20 years and I have never seen a reporting tool this inconsistent.
I have seen this in our Australian org too! It is actually a very exciting puzzle to solve! Usually, those phantom peaks are caused by ‘Stuck Interactions’ in the platform. If a call leg does not receive a proper ‘Terminated’ event from the carrier, Genesys Cloud will keep the trunk session open until the maximum session timer hits. We found that adjusting our ‘Media Inactivity’ timers on the external trunk solved 90% of these ghosts!
We have a similar setup here in Japan with 800 agents. I agree that it is very exciting to find the root cause! We found that some ‘Phantom’ calls were actually automated health checks from our SIP provider that were being incorrectly counted as interaction sessions in the Analytics dashboard. You might want to filter your report by ‘Call Type’ to see if they are classified as ‘System’ or ‘Consult’ calls.
It made a huge difference for our monthly auditing!
It is not a ghost, it is a configuration issue. Check your ‘Maximum Concurrent Sessions’ on the trunk. If you have it set too high, the analytics aggregator has a known bug where it can ‘leak’ session counts if the carrier does not send a final BYE.
I would put a packet capture on your SBC and look for hanging sessions that match the timestamps in your report. It is standard telecom troubleshooting 101.