Configure a phone for active persistent connection

To prevent delays in answering calls while Genesys Cloud sets up a persistent connection, administrators can now configure Genesys Cloud to automatically establish a persistent connection before agents can accept calls. When enabled, the feature momentarily prevents an agent from going on queue or prevents calls from being routed to an agent until the persistent connection is active. If the persistent connection is interrupted, Genesys Cloud immediately attempts to restore the connection.

To set up the active persistent connection.

1. Click Admin.
2. Under Telephony, click Global Telephony Settings.
3. Click Enable active persistent connection management.
4. Click Save.