Genesys Cloud - Main

I just read the Resource Center page related to persistent connections for WebRTC phones. From what I read there, it sounds like a really good idea. Why is that setting off by default, though? I assume there's a reason. I searched through the forum and found a few discussions about the feature, but I didn't come up with any real good list of why you would or wouldn't want to enable it. We use auto-answer for nearly all queues. We're seeing occasional Alert No Answers and sometimes even a 'station not responding' message from the desktop app. This has me thinking that persistent WebRTC connections might be helpful.

Are there downsides? Are there certain scenarios where it's better not to enable it?

#SIP/VoIP
#Telephony
#Unsure/Other

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Dave Halderman
Business Analyst
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A lot of customers still prefer to let agents manually answer calls rather than auto answer...which is probably not why Off is the default.

Honestly, it may very well be a carry-over from back in the day when a Persistent Connection involved a land-line phone and there was a cost associated with maintaining an open line for a remote agent phone (which is similar to WebRTC in that the system places a call to the phone when setting up the connection rather than the phone establishing a connection to the system).

Just my .02

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Hello Dave,

To add to what George said above, Persistent Connection isn't required in a lot of situations. It's useful in scenarios where a customer's network has some restrictive rules that is hindering network traffic, causing the first call that agents take having one way audio. Persistent Connection will keep a continuous connection with the agents station that helps speed up the call set up process.
I think that another reason that this is disabled by default because there is a non-zero amount of network traffic that required to keep the connection alive. If you have thousands of agents, that can add up.

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Jason Kleitz
Online Community Manager/Moderator
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I like to look at the Agent Performance and show the Agent No Answer and Errors column.  If you see I high correlation between those or if you see a lot of Errors, I would suggest first to turn on Persistent Connection and see if that fixes most of those.  For Remote Agents at home, I almost always suggest it.  There is no costs for this and the keep-alive is in the 4 kbs range.   

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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