[How-To] Troubleshooting Edge Connectivity and WebRTC Media Timeouts

Genesys Cloud Troubleshooting
1

Dealing with one-way audio or dropped calls on WebRTC? Here is a structured approach to troubleshooting Edge connectivity.

  1. Run the Network Readiness Assessment
    Before diving into logs, ensure the agent’s network meets the baseline. Have them run the built-in diagnostic tool.
    [screenshot: Network Readiness Assessment tool]

  2. Verify Firewall Ports
    WebRTC requires specific UDP ports to be open. Ensure that UDP 16384-32768 is allowed outbound from the agent’s network to the Genesys Cloud media servers.

  3. Check Edge Logs
    Navigate to Telephony > Edges and pull the PCAP logs for the specific interaction. Look for ICMP destination unreachable or asymmetric routing issues.
    Note: Exact PCAP download paths can vary by Edge version [VERIFY].