2. "Store or directline not initialized yet" — repeated UI rendering failures are observed. This warning fires repeatedly throughout the session, meaning the conversation body component kept trying to render before the DirectLine/ACS store was ready.
3. Voice call never connects — polling loop runs indefinitely. Despite the session being up, the system entered an endless ACS polling loop (ACS_SEND_POLLING_REQUEST / ACS_CANCEL_POLLING_CALLBACK / ACS_CREATE_POLLING_CALLBACK cycling every ~1 second). No voice call state transition happened — the call stayed in a "connecting" banner state with no CallConnected event ever arriving.
Example of repeated polling events occurring:
[CONVCTRL] {Event: 'ACS_SEND_POLLING_REQUEST', Description: 'ACS Adapter: Send polling request', TimeStamp: '2026-04-17T07:56:08.435Z', ChatThreadId: '19:acsV2_AJZSYFrcLwiFRk6Qba87Pc3jYJM41Z7HvlH_XmtLa-E1@thread.v2', ACSRequesterUserId: '8:acs:2f78b44b-cc35-4e61-a9e5-cbdcc5fcfd89_0000002e-362b-9ca5-e710-4c3a0d007fad'}
[CONVCTRL] {Event: 'ACS_CANCEL_POLLING_CALLBACK', Description: 'ACS Adapter: Canceling polling callback with Id 852', TimeStamp: '2026-04-17T07:56:08.591Z', ChatThreadId: '19:acsV2_AJZSYFrcLwiFRk6Qba87Pc3jYJM41Z7HvlH_XmtLa-E1@thread.v2', ACSRequesterUserId: '8:acs:2f78b44b-cc35-4e61-a9e5-cbdcc5fcfd89_0000002e-362b-9ca5-e710-4c3a0d007fad'}
[CONVCTRL] {Event: 'ACS_CREATE_POLLING_CALLBACK', Description: 'ACS Adapter: Created polling callback with Id 855', TimeStamp: '2026-04-17T07:56:08.592Z', ChatThreadId: '19:acsV2_AJZSYFrcLwiFRk6Qba87Pc3jYJM41Z7HvlH_XmtLa-E1@thread.v2', ACSRequesterUserId: '8:acs:2f78b44b-cc35-4e61-a9e5-cbdcc5fcfd89_0000002e-362b-9ca5-e710-4c3a0d007fad'}
Then after 60 seconds, a timeout event is raised.
[CONVCTRL] SCENARIO_FAILED: SCENARIO_INBOUND_ACCEPT2CONNECTED {ScenarioUniqueId: '630b0b4d-cdfb-4b40-9d1e-e32f36466c9a', ScenarioEventType: 2, Duration: 61240, ScenarioStartTime: 1776412510119, ScenarioEndTime: 1776412571359, …}
boot.js?ver=b60103b68ece336aa70d:2 [CC] SCENARIO_FAILED: SCENARIO_INBOUND_ACCEPT2CONNECTED {details: 'Taking too long to connect to the call', waitTimeInMs: 60000, closeConnectionScenarioReason: 'takingTooLongToConnectToCall', incomingCallTimestamp: undefined, ccaasAcceptConversation: {…}, …}
While this doesn't provide any answers, it seems from the moment the accept action is done the call is never fully connected and therefore points to something in this area.
The session is never fully established, but there is clearly some form of connection because the accept notification is raised, the joining and leaving of an active conversation is logged in the session. If the voice call is ended by the user, this is detected. If the conversation is forced closed from the contact cenre side, this is stated on the user end saying "Agent has ended the call" and the calls ends, so there is clearly a connection, just that is never fully connects when accepting conversations.
