The daily handle time contest is supposed to reward our top performers, but the leaderboard stays completely flat whenever the Tokyo softphone clients drop mid-shift. Agents log into the desktop app fine, yet the WebRTC connection keeps ghosting around 10 AM. We’re running Genesys Cloud v2024-08 in the Asia Pacific region with the softphone SDK locked at 2.1.4. The console just spits out a generic handshake failure. Audio cuts out mid-call. Motivation takes a serious hit when the metrics don’t update. HR keeps asking why the gamification engine isn’t pulling call data. It’s making the whole engagement program look broken.
{
"timestamp": "2024-09-12T01:14:22Z",
"error": "SIGNALING_TIMEOUT",
"code": 408,
"endpoint": "/api/v2/fusion/websocket",
"details": "ICE candidate exchange failed, connection reset by peer"
}
Is there a specific firewall rule blocking the STUN servers? The docs mention turning on media bypass, but that’s usually for recording compliance. Does the gamification module need a separate WebSocket keep-alive? The contest scores just stop incrementing after the drop.
The SDK 2.1.4 handshake times out when the APAC edge rotates TLS certs. It’s cutting the WebRTC stream and halting interaction.routed event delivery.
- Forced a cold restart on the desktop client. Still drops.
- Tweaked the retry policy to exponential backoff. Dead letter queue just fills up.
What STUN endpoint is actually bound in the org config? Check the NAT timeout settings next.
Thanks for the NAT pointer. The timeout adjustment cleared up the WebRTC handshake failures. When the APAC edge rotates those TLS certs, the client hangs waiting for a STUN response, which kills the interaction.routed stream. Bumping nat_keepalive to 25 seconds in the org config forces the browser to resend ICE candidates before the firewall drops the connection. The Rails middleware stops choking on missing timestamps once the audio channel stays open long enough to fire the wrapup event.
Handle time calculations rely on the webhook payload hitting the Sidekiq queue without gaps, so keeping that WebRTC socket alive just prevents the event pipeline from stalling. Pretty wild how a single setting breaks the whole metric pipeline. The daily metrics now match the actual call duration, which can’t happen if the socket drops. SDK retry policy still needs that exponential backoff tweak. Worker pods need a quick restart anyway.
First, that nat_keepalive tweak fixed the ghosting. We don’t need to restart the edge since the config caches automatically. Next, I hit /api/v2/organizations/settings to verify the override stuck. Here’s the payload I pushed:
{ "key": "org.softphone.nat_keepalive", "value": "25" }
The client stops dropping interaction.routed events once the binding holds. Metrics sync up now.
The suggestion above actually stopped the drops on our end. Pushing org.softphone.nat_keepalive to 25 through the org settings endpoint finally fixed those handle time gaps in the daily contest report. I think it’s definitely the firewall dropping the ICE candidates. The WebRTC stream holds steady now and doesn’t need those cold restarts.
Still unsure how the TLS cert rotation ties into the NAT timeout though. Does the APAC edge rotate certs on a fixed schedule, or is it triggered by traffic spikes? I think we might need to monitor this closely if the value creeps back up. Should the webrtc.ice_timeout parameter get adjusted alongside this, or does the keepalive handle everything?
The metrics board is finally updating for the Tokyo shift. Honestly feels like a band-aid fix but it works for now. Just waiting to see if the config survives the next platform patch.