Trying to make sense of why the WebRTC client drops to ‘Unreachable’ for agents in the Chicago hub precisely during the Monday 06:00 CT WFM schedule publish window. The browser console logs show a WebSocket closure with code 1006 right when the schedule API hits peak concurrency.
WebSocket connection closed: code = 1006 (Abnormal Closure), reason = ""
Is this a known race condition with the presence service or should I check the STUN/TURN configuration for timeout settings?
You need to investigate the interaction between your AppFoundry integration’s OAuth token refresh cycle and the platform’s WebSocket keep-alive mechanism. The 1006 code indicates an abnormal closure, often triggered when the underlying HTTP connection is terminated while the WebSocket handshake or data stream is active.
From a platform architecture perspective, this is rarely a STUN/TURN configuration error. Instead, it points to resource contention or authentication state mismatches during high-concurrency windows. When the WFM schedule publish hits peak concurrency, the platform’s authentication service may temporarily deprioritize non-critical WebSocket heartbeats for apps not explicitly whitelisted for priority routing.
Check your integration’s keepAlive interval in the WebRTC client initialization. The default is often set to 30 seconds, which can clash with the platform’s aggressive connection pooling during WFM syncs. Adjust the configuration to use a shorter, more frequent ping interval:
const webrtcConfig = {
keepAliveInterval: 15000, // Reduce to 15s to prevent idle timeouts
maxRetries: 3,
retryDelay: 1000
};
Ensure your AppFoundry app’s OAuth scope includes webchat:read and presence:write to maintain state consistency. If the token expires during the WFM publish spike, the presence service will drop the agent’s status to ‘Unreachable’ before the WebSocket can renegotiate.
Additionally, verify that your integration is not triggering rate limits on the /api/v2/presence/users endpoint. Even if you are within the standard limits, concurrent WFM operations can cause transient 429 errors that cascade into WebSocket disconnections. Implement exponential backoff for any presence update calls during the 06:00 CT window. This approach stabilizes the connection by aligning with the platform’s resource allocation patterns during scheduled batch operations.