Cannot make or receive calls with persistent connection


Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Persistent connection establishes a connection between the client and a WebRTC phone. Unless your administrator changes the default timeout for persistent connection, any persistent connection ends after 10 minutes of inactivity (no incoming or outbound calls).

Until the persistent connection times out, the client assumes that the persistent connection exists. However, the following conditions end the connection without the client realizing that the connection no longer exists:

  • The browser being closed.
  • The browser crashing.
  • A network or Internet outage.

If any of these conditions occurred, then you are unable to use your WebRTC phone to make or receive calls until the timeout period expires. After the timeout period expires, the client establishes a new persistent connection.

For more information about the integrations, see About the Genesys Cloud browser extensionsAbout Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.