Why is the Edge attempting to make WebRTC connections on a port number outside of the 16384-32768 port range?
While Genesys Cloud configures the Edge to work within the 16384-32768 port range for WebRTC communications, the Genesys Cloud WebRTC clients are not restricted to this port range. More specifically, an Edge uses a port in the 16384-32768 range as the source port, but the WebRTC clients can use whatever port number is available for the destination port. This means that if the WebRTC client responds using a port number outside the supported range, the Edge still attempts to establish the audio connection using the provided port number. When the port number is outside the supported range, the WebRTC connection still succeeds unless that connection is blocked. If the connection is blocked, the call can still succeed using the TURN service as a Relay. The TURN service will always be within the supported port range.
To bypass this problem, you can configure Genesys Cloud to use the Force TURN feature along with the GEO-Lookup feature.
However, if the latency costs associated with using a TURN service in your specific region are too great, even with GEO-Lookup, you can use an alternative solution, which involves modifying your firewall settings.
To allow the Edge to communicate on whatever destination port the WebRTC client chooses, you have to modify your firewall settings. Making this modification would mean that the source port would be open to any port that the WebRTC client chooses. The destination port is still limited to the 16384-32768 port range. For more information, contact Genesys Cloud Customer Care.