Can anyone clarify why our pilot agents are getting a 503 Service Unavailable error when trying to register the Genesys Cloud WebRTC softphone? We are currently migrating our voice operations from Zendesk Talk to Genesys Cloud, and the digital channels (chat/email) are working perfectly. The ticket-to-interaction mapping is solid, but the voice side is blocking our go-live.
In Zendesk, the browser-based softphone was a simple embed. In Genesys, we are trying to use the native WebRTC client for agents who do not have desktop clients installed. The agents are accessing https://<our-domain>.mygenesyscloud.com from Chrome 120+. The browser console shows a WebSocket connection failure immediately after the login redirect. The error logs in the browser network tab point to a failed request to the signaling endpoint, returning HTTP 503.
We have verified that the users are added to the correct Routing Queue and have the “Softphone” capability enabled in their user profile. The Architect flow for inbound calls is basic: just a simple IVR that routes to the queue. No complex scripting here. We followed the setup guide Genesys Docs: WebRTC Configuration but missed something obvious.
Is there a specific DNS record or firewall rule for the WebRTC signaling servers that we might be missing? In Zendesk, it was just a matter of allowing the websocket domain. Here, the documentation mentions STUN/TURN servers, but we are not behind a restrictive corporate firewall for this pilot. The agents are on standard home networks.
We are seeing this behavior consistently for all pilot users in the Paris timezone. The desktop client works fine for them, which suggests the user credentials and queue membership are correct. It feels like a browser compatibility or permission issue specific to the WebRTC handshake. Any insights on what triggers a 503 specifically for the softphone registration? We are eager to get this working to match the flexibility of our Zendesk setup.