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  • 1.  Persistent Connection + Media Recovery

    Posted yesterday

    Hello,

    A recent addition to allow Persistent Connection across the Organization has been released called 'Enable Active Persistent Connection Management'

    https://help.genesys.cloud/articles/enable-modern-webrtc/

    In the same release was another option under Base Settings called 'Media Recovery'

    https://help.genesys.cloud/articles/configure-the-genesys-cloud-webrtc-phone/

    Now both options, according to the documentation, require 'Modern WebRTC' to be enabled. When we enabled Modern WebRTC, Enable Active Persistent Connection Management, and enabled Media Recovery, we had an increase in 'Not Responding' errors.

    What is the different between Enable Active Persistent Connection Management and Media Recovery?

    Is Modern WebRTC required to be enabled to enable one or both (Active Persistent Connection Management or Media Recovery)?

    What is the expected outcome when both Active Persistent Connection Management and Media Recovery are enabled?

    thanks


    #Telephony

    ------------------------------
    James Terry
    Contact Center Support Engineer 3
    ------------------------------


  • 2.  RE: Persistent Connection + Media Recovery
    Best Answer

    Posted 21 hours ago

    Hello James,

    I've broke down your questions and their answers below:

     - What is the different between Enable Active Persistent Connection Management and Media Recovery?

    Persistent Connection will keep the WebRTC phone connection open for an agent's first call, whereas Media Recovery will try to maintain and recover the connection if there is any sort of disconnection from the media stream.

     - Is Modern WebRTC required to be enabled to enable one or both (Active Persistent Connection Management or Media Recovery)?

    Yes, Modern WebRTC is required for both features.

     - What is the expected outcome when both Active Persistent Connection Management and Media Recovery are enabled?

    If you have both of these features enabled, you should see faster call processing due to persistent connections being maintained, more reliable connections as the system will attempt to recover from media interruptions instead of dropping calls, and improved time-to-agent metrics.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Persistent Connection + Media Recovery

    Posted 20 hours ago

    Hi Jason, we had the same issue starting from yesterday 2 February...

    Frankfurt region

    auto-answer enabled

    webrtc Media helper in use

    persistent connection already enabled at base WebRTC settings

    We received an increment of AGENT NOT RESPONDING so we verified that in the webRTC media Helper that "persistent connection active" was not more present...

    We checked that new options had been released so, as for James, we actived both options, finally "persistent connection active" came back!!! But we had today in the morning a peak of agent not responding...

    So in summary this new feature put in place a regression and after the apply a sensible increment of agent not responding...

    How is it possible? What is your opinion?



    ------------------------------
    EnricoPreite
    Contact Centre Architect
    Vodafone Italia S.p.A.
    ------------------------------

    Original Message


  • 4.  RE: Persistent Connection + Media Recovery

    Posted 9 hours ago

    We are also seeing agents report that "Not Responding" message showing up, including when no calls are delivered to them. My interpretation is that their persistent connection is breaking due to some sort of network blip (home wifi disruption etc), and Genesys Cloud is immediately trying to re-establish the connection - but this fails. So what they are actually "not responding" to is the reconnection attempt from Genesys (if it fails). Of course, they aren't actually required/able to respond to this, it's in the background ... so if this is actually what is happening, Genesys should change the UI behaviour to make this clear. 

    Previously they would not have even noticed if there was a brief network blip (unless they were mid call), but now the error is more obvious.

    I've had it myself a few times after coming back to my PC being locked / asleep, where I assume at some point my persistent connection timed out / disconnected and the re-connection failed.

    --

    This is just my assumption, I could well be wrong, but I don't see any other explanation for it.



    ------------------------------
    James Dunn
    Telecoms Specialist
    ------------------------------

    Original Message


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