Genesys Cloud - Main

Hi all

Wondering if anyone has experienced the below or can suggest a solution please?

I have a user who's Interaction and Calls tab keeps disconnecting after ever few minutes impacting calls and browser call controls.

When reviewing the console logs, it shows:

• [streaming-client] Time between XMPP stanzas exceeded timeout, disconnecting
• [webrtc-sdk] Streaming API connection disconnected

I've complete the basics with swapping browsers, clearing cache, restarting laptop / route.

Internet Connection seems stable and getting same results by wifi / Ethernet.

Recreating their web based phone and trying another Genesys Cloud profile on their device.

Confident its down to their ISP as when connecting to other internet sources the disconnects stop.

Users had their ISP replace the hardware and cabling which hasn't made any difference.

Had a look into the router settings to see if there's anything being restricted, however there's not much to enable  / disable in the Advanced Settings.

Attached a screen shot

#Omni-ChannelDesktop/UserInterface
#SystemAdministration
#Telephony
#Unsure/Other

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Dan Wong
EUC Engineer
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If you have not done so already, run the WebRTC Diagnostics in the client to see if it shows any communication errors.

It's possible their ISP routes through another carrier or some such having intermittent problems along the route...not easy to diagnose that problem. I've seen that in the Philippines (in ages past) where the ISP in Makati had a 40Mbps connection to the contact center, but then it routed through a connection along the way that dropped it to 1Mbps and caused a ton of disruption. Changing the router to go through a different midpoint solved issues...but you don't usually have that option on a home internet router.

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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
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