Genesys Cloud - Main

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

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, 

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

HI Cameron Tomlin,

Thanks for your advice,

Genesys has confirmed there is Bug in this feature.

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, 

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

Hi Thilak Kumar.

Has Genesys provided ETA for the bug fix?

Thanks. Mark.

HI Cameron Tomlin,

Thanks for your advice,

Genesys has confirmed there is Bug in this feature.

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, 

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