[Errors] When a supervisor is monitoring a call with multi party enabled, if an agent tries to swap or transfer to a quick connect, it fails

[alexgurr]

This occurs in the CCP directly, as well as when we try to do this in our overlay product.

Reproduce by:

• Agent one is in a call
• Supervisor monitors the call from the connect console
• Agent one tries to transfer to a new quick connect or "swap" the connection.

Transferring to a new quick connect/adding an additional conference party member:

connect-streams-min.5d6049a5.js:1 
 [2024-04-11T01:46:27.679Z] [ERROR] [af21a16b-5a80-48c6-b7c9-df1faa536474]: Failed to Transfer voice
connect-streams-min.5d6049a5.js:1 
 [2024-04-11T01:46:27.674Z] [ERROR] [af21a16b-5a80-48c6-b7c9-df1faa536474]: 'createAdditionalConnection' API request failed
connect-streams-min.5d6049a5.js:1 
 [2024-04-11T01:46:27.674Z] [ERROR] [af21a16b-5a80-48c6-b7c9-df1faa536474]: 'createAdditionalConnection' API request failed
connect-streamf52e47…ae57d44d4b.js:17148 
 [2024-04-11T01:46:27.674Z] [ERROR]: 'createAdditionalConnection' API request failed

This also fails when swapping (toggleActiveConnection) with similar errors.

Consistently reproducible.

[vvgoyal]

Hi @alexgurr, Can you provide the CCP logs?

[alexgurr]

agent-log (11).txt

[tannera926]

I'm confused about what's happening here. Looking at the logs and the agent snapshot, it looks like there are 3 participants on this call and none of them are in monitoring mode. Could you send a video of what this looks like?

[stevenasi]

@tannera926 I've attached a video of the issue.

Screen.Recording.2024-05-14.at.11.00.37.am.mov

Please let me know when you've seen this video so I can remove it.