Troubleshoot the Genesys Cloud WebRTC phone (admins)

If users in your organization have trouble with the Genesys Cloud WebRTC phone, first have them check the following to help determine the issue:

  • Refer users to Troubleshoot the Genesys Cloud WebRTC phone for help and possible solutions.
  • Have a different user log in and test the phone using their computer.
  • Have the user log in on a different computer and test the phone.
  • Confirm that they do not have a local firewall enabled, such as the Windows firewall.

As a telephony administrator, you can also check the following settings:

If those options do not work, contact Genesys Cloud Customer Care for further assistance. 


QoS for WebRTC phones is only available in the Genesys Cloud Desktop Application. For more information, see the QoS FAQs.