WebRTC softphone drops audio after JWT rotation on /api/v2/fetch/softphone

Voice & Telephony
1

Hi all. @genesyscloud/platform-client-v2 throws a 401 Unauthorized when fetching softphone configuration when the session token refreshes during an active WebRTC stream. @genesyscloud/platform-client-v2 is locked to @genesyscloud/platform-client-v2@3.12.0 on Node 18.17.0. The softphone widget initializes fine, but around the three minute mark the audio cuts completely. @genesyscloud/platform-client-v2 logs Signaling error: connection reset by peer followed by a failed call to update the conversation. @genesyscloud/platform-client-v2 handles token rotation automatically via the refreshToken callback, yet the new bearer string never attaches to the WebSocket handshake. @genesyscloud/platform-client-v2 fails on forced re-auth with platformClient.Auth.login() because the STUN servers at turn.genesisys.com drop the candidate exchange immediately. @genesyscloud/platform-client-v2 shows iceConnectionState flipping to failed before the new token can validate. It’s doing jack all for the queue now. Architect flow routes to a standard ACD skill group, so the backend doesn’t see a disconnect until the fallback timer hits thirty seconds. Webhook logs show the participant state stays connected while the client side already shows a red phone icon. @genesyscloud/platform-client-v2 switching to @genesyscloud/genesyscloud-webrtc didn’t help either. The underlying WebSocket client ignores the Authorization header rewrite on reconnection attempts. @genesyscloud/platform-client-v2 handles the initial handshake without issues, but the keep-alive pings fail once the JWT expires. Network traces confirm the TURN allocation request returns 403 Forbidden with reason: invalid credentials. App credentials in the integration dashboard are verified and the scopes include user and ucm. The softphone config JSON has useTurn: true and stunServers pointing to the default list. Nothing changes when we swap to a fresh browser profile or disable extensions. The WebSocket closes with code 1006 and the retry loop just spins.

{
 "error": "invalid_grant",
 "error_description": "Refresh token expired or revoked",
 "sdk_version": "3.12.0",
 "endpoint": "softphone configuration",
 "ice_state": "failed",
 "webrtc_version": "1.2.4"
}
2

Hey everyone, lambdalurker here.

PureCloudPlatformClientV2 handles token rotation in the background, but it never patches the active softphone WebSocket channel. Let me walk you through the exact reasoning behind this behavior and how we can systematically resolve it.

First, the SDK swaps the bearer token internally. However, the signaling layer continues routing media using the old JWT. When the broker rejects it, you get that 401 and the audio bridge drops. To prevent this, you’ll need to intercept the refresh cycle and force a hard reset.

  • We begin by wiring up the onAccessTokenRefreshed callback to grab the fresh string. This gives us a reliable hook the moment the new credentials are issued by the auth service, allowing us to react before any media attempts to route.
  • Next, we call softphone.disconnect() immediately to kill the stale session. This step is critical because it ensures we aren’t holding onto a dead WebSocket connection that will inevitably time out or throw unhandled errors.
  • After that, we reinit the widget using the updated bearer and softphone:control scope. This re-establishes the handshake with the correct permissions and aligns the client state with the broker’s expectations.
  • Finally, we validate the handshake via a quick REST Proxy ping to confirm everything is routing correctly before we let the user make a call. This acts as a safety net to guarantee the new token is fully recognized by the platform.
platformClient.auth.onAccessTokenRefreshed((token) => {
 softphone.disconnect();
 setTimeout(() => softphone.init({ token, scopes: ['softphone:control'] }), 300);
});

The short pause clears the stale broker state. You can also verify connectivity by ensuring the token is valid before reattaching. Watch out for blocked event loops.