Trying to understand why our BYOC Edge deployment is failing to establish media streams for agents migrating from Zendesk Talk. We are in the EU-West cluster and have configured the Edge group with the correct STUN servers provided in the documentation. However, when agents log in via the Genesys Cloud desktop app, the WebSocket connection succeeds, but the WebRTC negotiation fails immediately after.
The browser console shows a STUN binding failure followed by a ICE gathering failed error. Specifically, we see:
WebSocket connection to 'wss://us-east-1.aws.priv.genesyscloud.com/...' failed
Failed to execute 'createOffer' on 'RTCPeerConnection': Failed to create offer: ICE gathering failed.
We are mapping Zendesk agent IDs directly to GC users without any intermediate routing logic. The Zendesk side was using standard WebRTC with their own TURN servers, so we assumed a 1:1 mapping would work. But GC seems to require specific firewall rules or Edge configurations that differ significantly from Zendesk’s “plug-and-play” approach.
Is there a specific configuration in the Edge group settings that needs to mirror Zendesk’s outbound proxy behavior? Or are we missing a critical step in the user provisioning API (POST /api/v2/users) that disables WebRTC capabilities?
Our current Edge version is 2023-12-01. We have verified that ports 3478 and 5060 are open. The Zendesk migration guide mentions “media relay configuration,” but the GC docs are vague on how this translates from Zendesk’s architecture. We need to get the voice channels working before the cutover on Friday. Any insights on the exact API payload or Edge config that bridges this gap would be incredibly helpful. We are stuck on the media layer while everything else (routing, scripts) works perfectly.