Configure the Genesys Cloud WebRTC phone

Prerequisites

  • Telephony > Plugin > All permission

The process to configure a Genesys Cloud WebRTC phone is a two-step operation. First, create and configure the base settings. Second, create and configure the phone. 

If the base settings for the Genesys Cloud WebRTC phone are already configured, you only need to create and configure the phone.

Notes:
  • When you configure a Genesys Cloud WebRTC phone to use under Genesys Cloud Voice, keep in mind that the Genesys Cloud Voice configuration enables the external trunk by default. So, you only need to create the base settings and phone settings for your Genesys Cloud WebRTC phones.
  • You can only create one WebRTC phone per user.

Create the base settings

The base settings configuration contains a group of settings that define how the Genesys Cloud WebRTC phone operates in Genesys Cloud. After you create a base settings configuration, save it with the default settings or customize the settings.

To create the base settings:

  1. Click Admin.
  2. Under Telephony, click Phone Management.
  3. Click the Base Settings tab.
  4. Click Add Base Settings.
  5. Type a name in the Base Settings Name box.
  6. From the Phone Make and Model list, select Genesys Cloud WebRTC Phone.
  7. Choose one of the following steps:
    • To use the default base settings, click Save Base Settings and proceed to the Create the phone section of this article.
    • To customize the base settings, proceed to the Customize the base settings section of this article.

Customize the base settings

In the Phone Configuration section of the Base Phone tab, there are four expandable sections: General, Media, Network, and Custom that allow you to change the base settings for the Genesys Cloud WebRTC phone. 

To customize the base settings:

  1. Select the appropriate settings from each expandable section.

Setting Description

Persistent Connection Settings

When the persistent connection setting is disabled, Genesys Cloud must create a connection for every call.

When you enable the persistent connection setting and configure a timeout value, you improve Genesys Cloud’s ability to process subsequent calls. More specifically, calls that come in while the connection is still active are immediately alerted via the UI or if the Auto Answer setting is configured for the user, are auto answered.

Note: Genesys recommends that you enable the persistent connection setting for WebRTC phones outside normal business hours to ensure proper configuration. If you enable the persistent connection setting for WebRTC phones, either in the base settings or on individual phones, after the agents that use those phones are logged in to Genesys Cloud, their phones do not receive the persistent connection setting unless they log out and then log back in.

For more information, see Use the persistent connection feature with a Genesys Cloud WebRTC phone.

WebRTC Persistent Connection

Disabled (Default): Do not use persistent connection setting.

Enabled: Turn on persistent connection setting.

Persistent Connection Timeout

Set the amount of time, in seconds, that the open connection remains idle before it automatically closes.

The default timeout setting is 600 seconds, or 10 minutes. The maximum timeout setting is 604,800 seconds, or seven days.

Setting Description
DSCP

From the list, choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for RTP packets.

The system places this value in the upper six bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every RTP packet. The range of available values is 00 (0,000000) through 3F (63, 111111). 

Preferred Codec List

WebRTC only works with the Opus codec.

Force TURN

You must add the Force TURN feature to your Genesys Cloud subscription. For more information, see Use the Force TURN feature.

Use the Force TURN feature for WebRTC to reduce the number of open outbound ports on your firewall. When you enable the Force TURN feature, an automatically scaling fleet of TURN service instances takes over and routes your outbound connections through a limited pool of reserved addresses. 

  • Disabled (Default): Do not use Force TURN feature.
  • Enabled: Turn on the Force TURN feature.

Note: After you enable the Force TURN feature and before agent WebRTC phones recognize the Force TURN feature, make sure that you instruct agents that use WebRTC phones to log out and then log back in to Genesys Cloud.

Require WebRTC Media Helper

If the WebRTC Media Helper connection inadvertently disconnects or closes, then the WebRTC Media Helper fails back to streaming through VDI by design. This failback method ensures that an agent can continue to answer subsequent calls. However, in some VDI configurations, this failback method can degrade audio quality or cause issues with the VDI infrastructure.

If you encounter issues with the WebRTC Media Helper failback method, then to prevent the failback operation from occurring, enable the Require WebRTC Media Helper setting.

  • Disabled (Default): Do not use Require WebRTC Media Helper setting.
  • Enabled: Turn on the Require WebRTC Media Helper setting.

Warning: When you enable the Require WebRTC Media Helper setting on a WebRTC station, any disconnect causes subsequent inbound and outbound calls to fail. The result is a Media helper not connected error. To re-establish the WebRTC Media Helper connection, agents must access the Genesys Cloud WebRTC Media Helper app for your region and log in. For more information, see Use WebRTC Media Helper in a Virtual Desktop Infrastructure (VDI) environment.

Setting Description
Signaling
DSCP

From the list, choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for SIP packets.

The system places this value in the upper six bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every SIP packet. The range of available values is 00 (0,000000) through 3F (63, 111111). 

By design, the Custom option allows Genesys Cloud Customer Care personnel to alter phone configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by Genesys Cloud Customer Care.
Setting Description
Property Name The name to assign to the custom property.
Data Type  The data type for the custom property.
Value The value to assign the custom property.

  1. Click Save Base Settings.
  2. Proceed to the Create the phone section of this article.

Create the phone

Once you create, configure, and save the base settings for the Genesys Cloud WebRTC phone, create the phone and assign it to a user.

To create the phone, follow these steps:

  1. Select the Phones tab.
  2. Click Add Phone. The Phone tab appears.
  3. In the Phone Name box, type a name.
  4. From the Base Settings list, select the base setting configuration that you created for your Genesys Cloud WebRTC phone.
  5. From the Site list, select your site.
Note: If you use BYOC Cloud or Genesys Cloud Voice, do not use the PureCloud Voice – AWS site. Make sure that you select one of the sites that you created.
  1. From the Person list, select the name of the person to whom you want to assign this Genesys Cloud WebRTC phone.
  2. Choose one of the following steps:
    • To use the default phone settings, click Save Phone.
    • To customize the phone settings, proceed to the Customize the phone section of this article.

Customize the phone

In the Phone Configuration section of the Phone tab, four expandable sections appear: General, Media, Network, and Custom. Each expandable section contains controls that customize the settings for the Genesys Cloud WebRTC phone. These settings are inherited from the base settings. However, you can customize a particular phone by altering any setting that it inherits from the base settings configuration without affecting the original base settings configuration. For more information, see Inherited settings.

To customize the phone:

  1. Select the appropriate settings from each expandable section.

Setting Description

Persistent Connection Settings

When  you disable persistent connection, Genesys Cloud must create a connection for every call.

When you enable the persistent connection feature and set a timeout value, you improve Genesys Cloud’s ability to process subsequent calls. More specifically, calls that arrive while the connection is still active immediate alert via the UI or if the Auto Answer feature is configured for the user, are automatically answered.

Note: Genesys recommends that you enable the persistent connection feature for WebRTC phones outside of normal business hours to ensure proper configuration. If you enable the persistent connection feature for WebRTC phones, either in the base settings or on individual phones, agents that use those phones and are already logged in to Genesys Cloud will not receive the persistent connection feature unless they log out and then log back in.

For more information, see Use the persistent connection feature with a Genesys Cloud WebRTC phone.

Enable Persistent Connection

Disabled (Default): Do not use persistent connection feature.

Enabled: Turn on persistent connection feature.

Persistent Connection Timeout

Set the amount of time, in seconds, that the open connection can remain idle before being automatically closed.

The default timeout setting is 600 seconds, which is 10 minutes.

Setting Description
DSCP

Use the drop-down to choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for RTP packets.

The system places this value in the upper 6 bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every RTP packet. The range of available values is 00 (0,000000) through 3F (63, 111111). 

Preferred Codec List

WebRTC only works with the Opus codec.

Force TURN

 You must add the Force TURN feature to your Genesys Cloud subscription. For more information, see Use the Force TURN feature.

Use the Force TURN feature for WebRTC to reduce the number of open outbound ports on your firewall. When you enable the Force TURN feature, an autoscaling fleet of TURN service instances takes over and routes your outbound connections through a limited pool of reserved addresses. 

Disabled (Default): Do not use Force TURN feature.

Enabled: Turn on the Force TURN feature.

Note: After you enable the Force TURN feature, you will have to instruct your agents using WebRTC phones to log out and then log back in to Genesys Cloud before their WebRTC phone will recognize the Force TURN feature.

Require WebRTC Media Helper

By design, the WebRTC Media Helper fails back to streaming through VDI if the WebRTC Media Helper connection inadvertently disconnects or closes. This failback method ensures that an agent can continue to answer subsequent calls. However, in some VDI configurations, this failback method can degrade audio quality or cause issues with the VDI infrastructure.

If you encounter issues with the WebRTC Media Helper failback method, you can prevent the failback operation from occurring by enabling the Require WebRTC Media Helper setting.

Disabled (Default): Do not use Require WebRTC Media Helper setting.

Enabled: Turn on the Require WebRTC Media Helper setting.

Warning: When you enable the Require WebRTC Media Helper setting on a WebRTC station, any disconnect will cause subsequent inbound and outbound calls to fail. The result will be a Media helper not connected error. To re-establish the WebRTC Media Helper connection, agents need to access the Genesys Cloud WebRTC Media Helper app for your region and log in. For more information, see Use WebRTC Media Helper in a Virtual Desktop Infrastructure (VDI) environment.

Setting Description
Signaling
DSCP

Use the list to choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for SIP packets.

The system places this value in the upper six bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every SIP packet. The range of available values is 00 (0,000000) through 3F (63, 111111). 

The Custom option is designed to allow Genesys Cloud Customer Care personnel to alter a phone configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by Genesys Cloud Customer Care.

Setting Description
Property Name The name to assign to the custom property.
Data Type  The data type for the custom property.
Value The value to assign the custom property.

  1. Click Save Phone.