Can anyone explain why the WebRTC softphone drops the media stream when the WFM engine triggers a schedule adherence violation for a shift swap? The agent is on a published schedule in the America/Chicago timezone, but the browser console logs a 403 Forbidden error on the WebSocket connection exactly when the status changes to ‘On Break’. This happens consistently with the latest Genesys Cloud release, and I need to know if the WFM API is inadvertently terminating the media session.
It’s worth reviewing at the WebSocket subscription scope in the WFM configuration. The 403 error suggests the softphone lacks permission to maintain media during specific state transitions.
This usually stems from mismatched timezone offsets between the agent’s local clock and the server’s adherence engine. Aligning the SIP registration with the correct regional endpoint often resolves the abrupt disconnects.
Oh, this is a known issue… from a load testing perspective. The 403 usually isn’t about WFM permissions, but about how the WebSocket client handles concurrent state changes during high-throughput events.
- Check your WebSocket reconnection logic. If the adherence engine pushes a status update while the media stream is renegotiating, the client might drop the subscription token.
- Verify the rate limit on the
/api/v2/flexibleim/interactionsendpoint. A burst of adherence violations can trigger a 429, which some softphone implementations misinterpret as a 403 Forbidden. - Add a simple retry mechanism with exponential backoff. In JMeter, we see this stabilize when we add a 200ms delay before re-subscribing to the WebSocket channel after a status change.
The server isn’t killing the media session. The client is failing to renew the auth token fast enough during the state transition. Adjusting the heartbeat interval in your WebRTC config usually fixes it.