When using Genesys Cloud in a browser with multiple tabs open, you may experience connection issues when Genesys Cloud isn’t the active tab. To prevent this issue from happening, you might want to consider disabling your browser’s sleep mode setting. This setting goes by different names in the different browsers, but the function is the same – to put tabs that the browser considers to be inactive into a sleep mode to conserve memory and power.

While in general putting inactive tabs to sleep is a good concept, it can cause connection issues for Genesys Cloud, which requires a consistent connection between the browser and the cloud. When a browser puts a tab in which Genesys Cloud is running to sleep, Genesys Cloud can lose its connection to the cloud and cease to function correctly. For example, agents can be removed from a queue, auto answer can stop working, and connections to the WebRTC Media Helper can be dropped.

Microsoft Edge

In Microsoft Edge, you can disable sleep mode for specific sites.

  1. Launch Microsoft Edge.
  2. Click Settings and more.... 
  3. Click Settings. The Settings tab appears.
  4. Click System and performance.
  5. Under Never put these sites to sleep, click Add. The Add a site dialog appears.
  6. Type [*.]mypurecloud.com in the Site box.
  7. Click Add.

Google Chrome

In Google Chrome you can disable sleep mode for specific sites.

  1. Launch Google Chrome.
  2. Click Customize and control Google Chrome ….
  3. Click Settings. The Settings tab appears.
  4. Click Performance.
  5. On the Memory tile, locate the Always keep these sites active setting and click Add. The Add sites dialog appears.
  6. Click Add sites manually.
  7. Type mypurecloud.com in the Site box.
  8. Click Add.

Mozilla Firefox

In Mozilla Firefox you must disable sleep mode for every tab you open; regardless of the site.

  1. Launch Mozilla Firefox
  2. Type about:config in the Address bar and press Enter. The Advanced Preferences tab appears.
  3. Click Accept the Risk and Continue.
  4. Type browser.tabs.unloadOnLowMemory in the Search preference name box.
  5. When the browser.tabs.unloadOnLowMemory setting appears, click Toggle to change the setting to False.