Genesys Cloud - Main

I'm considering enabling the modern WebRTC features in our org. They all seem like good ideas. We've had a few weird little issues with WebRTC users, so I figured I'd try turning these on to see if they helped at all. I have looked through the Community to see if there were any huge problems involving those features that I should be aware of.

I pulled up the Resource Center page to do my homework about exactly what the settings do and what options there are. That's when I noticed this rather ominous warning:

Warning: After enabling the modern WebRTC feature, you need to wait 24 hours for the configuration to roll out to all your WebRTC phones before enabling the the Active Persistent Connection feature or the Idle Media | Attempt recovery feature.

There was no mention of this warning in the TAM Studios demo of these new features, nor anywhere in the Cloud CX interface that I see. He just clicked right through and enabled everything within a minute or two. Is that safe to do? If so, what's the warning about?

Hello Dave, 

The modern WebRTC feature ensures that all WebRTC phones in your organization have a compatible configuration for call appearances, which is crucial for the operation of the Active Persistent Connection feature. When you enable modern WebRTC, this configuration needs to roll out to all your WebRTC phones across the organization and that rollout process takes up to 24 hours.

The warning exists because Active Persistent Connection and Idle Media recovery features depend on having those compatible call appearance configurations in place on all devices. If you enable these dependent features before the configuration has fully rolled out, some phones may not have received the necessary updates yet.

Hope this helps!