Deploying a custom softphone widget within an AppFoundry integration for a mid-market client. The widget utilizes the Genesys Cloud WebRTC SDK version 3.2.1 to handle media streams directly in the browser without relying on the native desktop client.
The issue arises during the SDP negotiation phase. When the Agent initiates an outbound call via the Architect flow, the signaling handshake completes successfully. However, the media channel fails to establish, resulting in a persistent MEDIA_CONNECTION_FAILED error in the SDK console logs. The browser developer tools indicate that the ICE candidates are gathered correctly, but the final candidate exchange times out after 5 seconds.
The environment is configured with STUN/TURN servers provided by Genesys. Network traces show that UDP traffic on ports 10000-20000 is open between the client’s browser and the Genesys edge nodes. The problem is intermittent but occurs roughly 40% of the time, specifically when the client is behind a strict corporate firewall that inspects TLS traffic.
Has anyone encountered similar media negotiation timeouts with WebRTC SDK v3.2 in a high-security network environment? Are there specific SDP attributes or ICE timeout configurations that can be tweaked via the PureCloudPlatformClientV2 configuration object to extend the negotiation window?