Hi Blair,
Thanks for the response and your insights.
AFAIK, our VPN is intended to handle all 'work related' traffic - including external internet access - and route it through our corporate network and endpoint security platforms (e.g. firewalls, proxies, etc) to ensure that all data/traffic is filtered or blocked as required for security. Only Office 365 (including Teams) specific IP's and URL's are permitted direct access, and only to our Org in Office365.
So for us, that simple 'internal network traffic goes via VPN and everything else goes via internet' doesn't appear to be an option.
We're using BYOC Cloud, so it should be relatively easy now to identify the media related traffic using the CIDR IP range - it's just the rest of the Genesys Cloud IP ranges (i.e. everything in an AWS region) and URL's that is difficult to restrict to our specific Org in a split tunnelling setup.
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Jeff
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Original Message:
Sent: 09-06-2021 04:04
From: Blair Wilkinson
Subject: Slow Down and Disconnects using WebRTC from Home
Hello Jeff
Hope you are well.
For background we are a GenCloud partner for implementation and support.
This has come up regularly with customers working from home where it became obvious that the VPN was creating a bottle neck, not just for GenCloud but also other SaaS solutions. Split tunnelling has become a standard recommendation.
The solution, where possible, was for their IT to setup split tunnelling on their user agents. My understanding is the desired configuration is to set all office traffic (based on network segment) to go via VPN, all else is to go direct via user internet.
Therefore, not so much configuring the tunnelling for GenCloud, more along the lines of configure your network traffic via VPN and all else direct out.
PS. I am not a network engineer but this is what I understand clients are doing and I also know that some had an easier time of this depending on the VPN client in use
Do you have on-prem edges or are you on a flavour of BYOC Cloud please? If on-prem edges it will be more complicated because traffic needs to get to your edges...
Thanks and regards
Blair Wilkinson
Original Message:
Sent: 9/6/2021 3:14:00 AM
From: Jeff Hoogkamer
Subject: RE: Slow Down and Disconnects using WebRTC from Home
Hi @Blair Wilkinson
Just a side-question to this, have you implemented split tunnelling specifically for Genesys Cloud?
I've previously posted the question here about what the best practice would be, but haven't heard anything back from the community.
As there doesn't appear to be any official recommendation/guidelines from Genesys, our IT department is reluctant to implement any changes.
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Jeff
Original Message:
Sent: 09-06-2021 00:49
From: Blair Wilkinson
Subject: Slow Down and Disconnects using WebRTC from Home
Hello Sven
Are your desktop apps kept up to date please? Worth checking as we have seen user issues when app not up to date.
Another key recommendation for home users is having direct Internet which generally means split tunneling if VPN involved. Naturally BYOC Cloud scenarios are going to suit home working with WebRTC better (with fewer considerations) than BYOC Premises (on-prem Edges)...
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Thanks and regards
Blair Wilkinson
CVT Global Enablement
Original Message:
Sent: 09-01-2021 15:32
From: Sven Schiller
Subject: Slow Down and Disconnects using WebRTC from Home
We are using the Windows desktop app and started seeing issues yesterday without any (known) changes on our end. Agents are working from home with different internet providers. Genesys support isn't even responding to a high-level (prio 2) case. Agents are reporting disconnections, inability to answer a call, menu icons turning red, etc. The internet connections for the home agents and our edges seem fine I'm not seeing elevated ping time, or dropped packets.
We are still diagnosing since the issues are sporadic and difficult to capture. I will report back any findings.
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Sven Schiller
Kognitiv
Original Message:
Sent: 08-31-2021 09:50
From: Marshall Billings
Subject: Slow Down and Disconnects using WebRTC from Home
Is anyone still seeing these issue and if not what was done to remediate the issue?
We are using the Chrome browser interface and seeing this happen a lot.
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Marshall Billings
Telephony Systems Engineer
Original Message:
Sent: 08-07-2020 08:12
From: Greg Barrett
Subject: Slow Down and Disconnects using WebRTC from Home
We are seeing a significant slow down using the WebRTC now that we are 100% working from home and I'm sure more users are moving to the cloud. This includes agents not able to accept calls and just very slow response navigating around the pages. Other web apps are not showing any performance slow downs. Two questions. 1. Is anyone else seeing this? 2. Is there a benefit running the Desktop app?
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Greg Barrett
Outdoor Network, LLC
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