walter.x.chen | 2024-02-23 07:42:17 UTC | #1
My website serves other countries such as USA and CAN users. I'm using the Web Messaging Guest API for customer service and user chat. Recently, from the request, I found that the CAN user's connection to the Web Messaging socket is easy to disconnect for the first time. I suspect it is a socket connection problem, because I saw from this document (https://developer.genesys.cloud/commdigital/digital/webmessaging/websocketapi#connecting) that Canada needs to use a different socket address, and currently I always use US. East (Virginia) socket address. So I adjusted the javascript code to use the Canada (Central) socket address for Canadian users. Since I am not in Canada, I used a proxy network to test my modified code. The problem currently encountered is that the Canada (Central) socket address cannot be connected. I can confirm there are no issues with my network as I can open web addresses (google, YouTube, etc.). The error looks like this:
my question is:
- Are there certain configuration items, such as deploymentId, that restrict the use of Socket addresses?
- Do you have any other suggestions so that I can troubleshoot the problem?
Angelo_Cicchitto | 2024-02-23 16:24:04 UTC | #2
Hi - for clarity: on which region is your GC Org located? You should be using that same region for Guest API connection via WSS, regardless of where your End-User client is browsing from. Is your GC Org based in Canada (Central)?
walter.x.chen | 2024-02-24 01:37:38 UTC | #3
Angelo_Cicchitto, post:2, topic:24829
嗨 - 为了清楚起见：您的 GC 组织位于哪个地区？无论最终用户客户端从何处浏览，您都应通过 WSS 使用同一区域进行来宾 API 连接。您的 GC 组织是否位于加拿大（中部）？
Sorry, I looked at the document again, and I did understand it wrong. My organizational structure is located in the USA. But my users do have network problems in CAN. I have a retry mechanism. Does this retry require a certain interval?
Angelo_Cicchitto | 2024-02-26 09:09:19 UTC | #4
Hard to comment why Canadian users would have network problems connecting to your US Org: would recommend to raise this via Genesys Care > https://help.mypurecloud.com/articles/contact-genesys-cloud-care/
system | 2024-03-27 09:09:34 UTC | #5
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