Anyone know why the genesys cloud engage sdk v2.4.1 keeps throwing a 408 request timeout when trying to establish a webrtc connection? we are in the middle of moving our support team from zendesk to genesys cloud and this is blocking the uat phase. in zendesk, the talk plugin just worked out of the box with minimal config, so seeing raw sip and webrtc errors is quite a shock. the flow is simple, just a basic queue assignment, but the softphone never registers properly. the browser console shows ‘ice connection state changed to failed’ and then the 408 error on the /api/v2/fusion/websocket endpoint. we have verified the firewall rules and ports 443 and 5060 are open. the architect flow is not complex, just a standard inbound flow. is there a specific permission we are missing for the user role? in zendesk, agents just needed the ‘talk’ license, but here the admin config seems much deeper. we have tried clearing cache, using different browsers, and even changed the user’s profile settings, but nothing works. the error happens immediately after the ‘connect’ button is clicked. it feels like the signaling server is rejecting the handshake. coming from the zendesk world where ctis were abstracted, dealing with this level of network configuration is challenging. any pointers on what logs to check or if this is a known issue with the current sdk version? we are on the eu-west-1 region, so latency should not be an issue. the zendesk migration docs mention something about ‘fusion’ settings but they are vague. help would be appreciated as we are behind schedule.
Make sure you verify the WebSocket connectivity between the browser and the Genesys Cloud edge servers before diving into SDK configuration. A 408 timeout often indicates that the initial handshake is timing out due to network restrictions or firewall rules blocking the necessary ports, rather than a code issue within the SDK itself. Since you are migrating from Zendesk, remember that Genesys Cloud relies heavily on specific WebSocket endpoints for signaling. Check if your corporate firewall is intercepting or dropping these connections. Also, ensure the region parameter in your SDK initialization matches your actual Genesys Cloud deployment region. Using the wrong region endpoint can cause silent failures or timeouts. Try opening the developer tools and checking the Network tab for any failed WebSocket attempts. If the connection drops immediately, it is likely a network path issue. If it hangs for a while, it might be a certificate or DNS resolution problem. Start by testing from a clean network environment to isolate the issue.