The Genesys Cloud softphone fails to establish a WebRTC connection for agents in our EU-West tenant, returning a “403 Forbidden” status when attempting to fetch the signaling token. This occurs exclusively during peak hours (14:00-16:00 CET). The issue impacts approximately 15% of the workforce, causing significant downtime in call handling capabilities.
- Verified that the tenant’s WebRTC settings are correctly configured and that the browser meets all compatibility requirements.
- Checked for any recent updates or patches in the Genesys Cloud platform that might have affected WebRTC functionality, but found no relevant changes.