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  • 1.  Most Genesys Users Unable to Go On-Queue | WebRTC Station Errors |Enable modern logic for processing WebRTC calls and enable active persistent connection management

    Posted 02-04-2026 01:56
    No replies, thread closed.

    HI Team,

    We are seeking your expertise regarding a technical issue following recent updates to our Global Telephony Settings. Since implementing the changes listed below, a majority of Genesys users have been unable to go On-queue, encountering a 'Failed to connect to station' WebRTC error

    Error : Failed to connect to station. This may be due to network connectivity issues or multiple active sessions. If you want to make calls using another application, be sure to enable the "Make calls using other apps" toggle in your phone settings.

    Changes applied in global telephony:

    Enable modern logic for processing WebRTC calls 

    Enable active persistent connection management

    Enable modern WebRTC View summary - Genesys Cloud Resource Center

    Please advise if there is a known precedent for this error. I would appreciate any documentation on the identified cause and the corresponding solution


    #Telephony

    ------------------------------
    Thilak Kumar
    ------------------------------


  • 2.  RE: Most Genesys Users Unable to Go On-Queue | WebRTC Station Errors |Enable modern logic for processing WebRTC calls and enable active persistent connection management
    Best Answer

    Posted 02-04-2026 08:10
    No replies, thread closed.

    Hello Thilak, 

    For this issue I would recommend opening a support case. They will be able to dig into this deeper than we can do here in a public forum.

    This could be user permissions, connectivity, firewall etc. As the error reads it sounds like network connectivity or multiple active sessions and its affecting a majority of your users. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Most Genesys Users Unable to Go On-Queue | WebRTC Station Errors |Enable modern logic for processing WebRTC calls and enable active persistent connection management

    Posted 02-26-2026 02:36
    No replies, thread closed.

    HI Cameron Tomlin,

    Thanks for your advice,

    Genesys has confirmed there is Bug in this feature.



    ------------------------------
    Thilak Kumar
    ------------------------------

    Original Message


  • 4.  RE: Most Genesys Users Unable to Go On-Queue | WebRTC Station Errors |Enable modern logic for processing WebRTC calls and enable active persistent connection management

    Posted 03-05-2026 13:43
    No replies, thread closed.

    Hi Thilak Kumar.

    Has Genesys provided ETA for the bug fix?

    Thanks. Mark.



    ------------------------------
    Mark Volodarskiy
    Senior Systems Engineer
    ------------------------------

    Original Message


  • 5.  RE: Most Genesys Users Unable to Go On-Queue | WebRTC Station Errors |Enable modern logic for processing WebRTC calls and enable active persistent connection management

    Posted 03-10-2026 14:46
    No replies, thread closed.

    Hi Mark,

    The 'fix' might be in the latest media tier based on comments from this other thread...

    Agent going Not Responding frequently while not on queue | Genesys Cloud - Main

    They don't mention specifically what fix from the latest relase notes.

    Regards,

    Mike.



    ------------------------------
    Michael Silverman
    VP Operations
    ------------------------------

    Original Message


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