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How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

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  • 1.  How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    Posted 09-21-2020 07:35
    Hello, specialists,

    I wonder how the WebRTC solution for BYOC Premises decides whether the media will be inside company firewall or via TURN server.

    The docs aren't clear under which conditions and how each path is selected.
    WebRTC call flow - Genesys Cloud Resource Center
    Ports and services for WebRTC - Genesys Cloud Resource Center

    thanks in advance.
    Best regards.
    #ArchitectureandDesign
    #Implementation
    #Integrations
    #SIP/VolP
    #Telephony

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    Henrique Sujdik
    Interaxa Brasil
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  • 2.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    Posted 09-21-2020 08:32
    Edited by William Martín Chávez González 09-21-2020 08:42
    Good morning Henrique:

    In addition to the references you share in your post, you could check the following reference that offer detailed information about ports and services that need to be configure on the firewall, for any source device that initiates the network communication, specifically in the BYOC Premises section and then in WebRTC Phones (browser or desktop app) section.
    Link https://help.mypurecloud.com/articles/genesys-cloud-ports-services/

    I expect that helps to you.

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    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
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  • 3.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    Posted 09-21-2020 08:35
    Edited by William Martín Chávez González 09-21-2020 08:42
    Good morning Henrique:

    In addition to the references you share in your post, you could check the following reference that offer detailed information about ports and services that need to be configure on the firewall, for any source device that initiates the network communication, specifically in the BYOC Premises**  section and then in WebRTC Phones (browser or desktop app) section.
    Link https://help.mypurecloud.com/articles/genesys-cloud-ports-services/

    I expect that helps to you.

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------



  • 4.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    Posted 09-21-2020 08:38
    Thank you, William,

    But unfortunally this is not what I need.
    What I wonder is how Genesys Cloud decides the media path of RTP streams. Does it check if the connection is available to the TURN server first and uses it? Or does it attempt first a direct media path inside the company firewall? And if it does, what specifically it checks?

    Thank you anyway
    Best regards

    ------------------------------
    Henrique Sujdik
    Interaxa Brasil
    ------------------------------



  • 5.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?
    Best Answer

    Posted 09-22-2020 15:13
    Hi Henrique
    If you look at the Wireshark traces you'll see the STUN messaging and the order is Local,NAT,TURN
    Both Edge and Client(Browser) have the target candidate list and will try to connect in that order. If they cannot connect via the first candidate they will try the next candidate on the list. TURN is always the last
    Hope this helps
    Brian

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    Brian Allison
    Spark NZ Trading
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  • 6.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    Posted 09-23-2020 07:59
    Thank you Brian!
    That's exactly what I needed to know :)

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    Henrique Sujdik
    Interaxa Brasil
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  • 7.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    NEW MEMBER
    Posted 19 days ago
    Thanks Brian I was having the same concern.
    My final question would be what happens with Voice and Screen recording?

    Will those be stored in the EDGE even if we use webRTC?

    Thanks,

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    Gerardo Robert
    Sabre Global Service S.A.
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  • 8.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    Posted 19 days ago
    Hi Gerardo
    WebRTC is used to connect your agents to the Edge for Voice calls, so any calls that use the Edge will still be recorded in accordance with your recording policy. This is the same when using any other Agent telephony endpoints (Polycom, softphone etc)
    Voice Recordings are only kept on the Egde until the call has ended and then they are pushed into the Genesys cloud storage.
    Screen recordings are streamed straight into the cloud storage and dont go anywhere near the Edges

    Brian

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    Brian Allison
    Spark NZ Trading
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  • 9.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    NEW MEMBER
    Posted 17 days ago
    We are starting up our deployment with Edge minis in BYOC premise.  RemotePhone is working but WebRTC is not.
    Wireshark  on client shows STUN messaging.  PCAP of edge does not show any STUN.  Should we be seeing  STUN messages on the edge when a call setup is started?
    I have checked for traffic on TCP/UDP 3478 and TCP/UDP 19302 and don't see anything.

    Thank you,
    Kelly Lewis

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    Kelly Lewis
    ATC IP LLC
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  • 10.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    Posted 17 days ago
    Hi Kelly
    Is the WebRTC phone trunk connected to the same port as the Internet connection from the Edge?
    You can only have the WebRTC trunk connected to 1 port on the Edge, ( the one that connects to the Internet)
    If all thats in place , you might want to raise a ticket with support

    Cheers
    Brian

    ------------------------------
    Brian Allison
    Spark NZ Trading
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  • 11.  RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

    NEW MEMBER
    Posted 17 days ago
    Edited by Kelly Lewis 17 days ago
    Thanks Brain!  I moved the phone trunks from the LAN interface to the WAN interface and everything immediately started working.

    Thank you again!

    One note for anyone else that might have this:
    * We were thinking that the issue was cloud related because cloud-to-cloud calls were failing as well but once the phone trunk was set correctly cloud-to-cloud started working too.


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    Kelly Lewis
    ATC IP LLC
    ------------------------------