Just noticed that agents using the WebRTC softphone are unable to ring, with the client UI persistently displaying a ‘Connecting’ status despite successful SIP registration in the Admin console. The browser console logs show a specific WebSocket failure during the handshake phase:
WebSocket connection to ‘wss://api.eu.genesys.cloud/platform/v1/conversations/websocket’ failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED
This is impacting our Paris queue metrics significantly. Has this been reported for the current release?
If I remember correctly, this specific WebSocket refusal often stems from firewall rules blocking the dynamic port range required for the media stream, even if the initial control signaling works. We saw similar issues during our peak WFM publish windows when network traffic spiked. The connection gets stuck because the browser cannot negotiate the media path.
Check your local firewall or proxy settings to ensure ports 443 and the UDP range 10000-20000 are open for api.eu.genesys.cloud.
Verify that the agent’s browser is not blocking WebSocket connections via extensions or strict security policies.
Clear the browser cache and force a hard refresh to reset the stale session state.
If the issue persists, try switching to a different network interface to isolate whether it is a local network configuration problem.
This usually resolves the ‘Connecting’ hang without needing a full backend restart. The WebSocket handshake failure is rarely a server-side issue if SIP registration is confirmed healthy.