WebRTC phone pop-up closes unexpectedly

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

If Chrome’s Storage Partitioning feature, which is available from Version 115 onwards, is enabled in your browser, it impacts the WebRTC phone capacity to monitor the embedded client’s activity and leads to an unintended closure of the WebRTC phone pop-up.

To resolve this issue, you can select one of the following methods:

  • Turn off the feature for all users managed by Enterprise policies
    • To turn off the feature for specific top-level domains:
      Block third-party storage partitioning for the origins where the client is embedded. For example, if the client is embedded in Salesforce, use the Salesforce URL domain that appears in the browser tab, for example, example-dev-ed.my.salesforce.com. For more information, see ThirdPartyStoragePartitioningBlockedForOrigins.
    • To turn off the feature for all domains:
      Block third-party storage partitioning for all domains. For more information, see DefaultThirdPartyStoragePartitioningSetting.
  • Turn off the feature for a single user
    • If the third-party storage partitioning feature flag is on by default, you can disable via the Chrome flag. Search for chrome://flags/#third-party-storage-partitioning and disable it. For more information, see Storage Partitioning.
  • Embed WebRTC phone
    • If the embedded client does not reload when navigating and the browser tab is not closed while handling calls, you can embed the WebRTC phone to avoid the issue with unintended closure.

For more about the integration, see About the Genesys Cloud embedded clients.