Genesys Cloud - Main

Good morning,

We've recently encountered multiple issues with WebRTC stations:

• New agents whose stations were configured are suddenly not registered.
• Existing agents who have been using registered stations are receiving error messages stating their station is not registered and requires reconfiguration.

These issues have resulted in days of lost production and are difficult to support since we haven't been able to identify a pattern or root cause.

Has anyone else experienced similar problems? If so, were you able to resolve them completely-and how?

Thank you!

Cody

Hello Cody, 

My best recommendation would be to continue working with support. But I hope I can provide some insight/advice. 

Some common causes of this behavior are Address of Record (AoR) errors when the webrtc stations aren't properly registered, incorrect edge group assignments and sip domain registration issues. 

Lets start with some basic configuration verification. Verify that your SIP domain is properly created and registered with your org. Then confirm that the phones are assigned to the appropriate edge groups. Finally check the microphone connectivity and settings on the affected workstations. 

For the edge group, toggle the phone assignment to a different site, then save, and toggle it back and save. If possible you take the edge out of services and bring it back to refresh the phone assignments. 

Finally lets check the connectivity. If you are using a VPN, try disconnecting from the VPN and testing it, and finally verify the network throughput using the webrtc test settings. 

Because you're seeing this across multiple users might suggest there might be an underlying configuration issue with either your edge groups or SIP domain registration. I would start here then move onto individual work stations. 

Hope this helps in some way. 

Happy Holidays. 

Good morning,

We've recently encountered multiple issues with WebRTC stations:

• New agents whose stations were configured are suddenly not registered.
• Existing agents who have been using registered stations are receiving error messages stating their station is not registered and requires reconfiguration.

These issues have resulted in days of lost production and are difficult to support since we haven't been able to identify a pattern or root cause.

Has anyone else experienced similar problems? If so, were you able to resolve them completely-and how?

Thank you!

Cody

Good morning,

We've recently encountered multiple issues with WebRTC stations:

• New agents whose stations were configured are suddenly not registered.
• Existing agents who have been using registered stations are receiving error messages stating their station is not registered and requires reconfiguration.

These issues have resulted in days of lost production and are difficult to support since we haven't been able to identify a pattern or root cause.

Has anyone else experienced similar problems? If so, were you able to resolve them completely-and how?

Thank you!

Cody

Hi Cody,

We're seeing very similar behavior starting today across a subset of our users and wanted to add a data point.

For us, this began after this week's Wednesday releases:

• Edge software version 1.0.0.30630, which went into effect for us based on our schedule around 6:00 AM PT

• The regular Feature release that typically hits US West 2 on Wednesdays as well

We're not seeing this across our entire population (we have ~10,000 users across multiple orgs), but we currently have ~200 agents reporting that their WebRTC phone is no longer automatically associated at login. They see the red phone state and must manually select their phone again to proceed.

It's possible the actual impact is higher, since some users may just reselect the phone and move on without reporting it, but the timing strongly correlates with the Edge + Feature releases this week.

At this point, we're still investigating and haven't confirmed whether the trigger is Edge-related, Feature-related, or an interaction between the two. We're also testing whether the behavior:

• Reoccurs on every logout/login

• Persists across browser sessions

• Is consistent per user vs intermittent

If others are seeing the same pattern (especially post-Wednesday releases), it would be helpful to compare:

• Edge version

• Region

• Whether the WebRTC phone stays associated after logout/login

Happy to share findings as we learn more.

Thanks for raising this, definitely feels like something changed this week.

Good morning,

We've recently encountered multiple issues with WebRTC stations:

• New agents whose stations were configured are suddenly not registered.
• Existing agents who have been using registered stations are receiving error messages stating their station is not registered and requires reconfiguration.

These issues have resulted in days of lost production and are difficult to support since we haven't been able to identify a pattern or root cause.

Has anyone else experienced similar problems? If so, were you able to resolve them completely-and how?

Thank you!

Cody