Genesys Cloud - Main

We have a problem with the first call (made or received) by WebRTC phone: an error occurs and It is not possible to handle the interaction; this issues affect all user using the WebRTC phone 

Thanks

You will need to contact Support and report the issue, please.

@Matteo Dalzero? Did you ever get this resolved? We are still having an issue where PureCloud freezes up on the first call of the day when the user hits the answer button. This causes them to be unable to answer the call. It also seems to happen quite often when a user hasn't made a call in a while. We have a Support ticket opened but no resolution yet.

Hi Altaf,

We have been looking a solution for several months and we have testing a lot before solving the problem.

• Test your WebRTC https://test.webrtc.org (to understand if the problem is on WebRTC configuration)
• Test the First Call with another network (to understand if the problem is on company network)
• Disable Firewall for this calls (to understand if the problem is on Firewall)
• Test the call in a new PC (or in a restored pc)

Good day

Sergio

@Matteo Dalzero? 

Hi Sergio,

Thank you so much for this information! I will give it a try and see what I can find. May I ask what was causing the problem in your environment?

Warmest Regards,

Altaf