looking for advice on getting the genesys cloud webrtc softphone working after we cut over from zendesk voice.
we are migrating a french support team from zendesk to gc. in zendesk, the agent desktop handled voice calls seamlessly with minimal config. we expected gc to be similar, but the softphone is completely broken for our agents.
the issue is specific to the web client. when an agent logs in, the phone icon shows a red slash. no dialpad appears. checking the browser console (chrome 128), i see this error:
[genesys-cloud-webrtc] connection failed: ice connection failed
followed by:
navigator.mediaDevices.getUserMedia failed: permission denied
we have configured the webrtc settings in the admin portal. we enabled the softphone and set the audio input/output devices. our agents are using headsets that work fine with zoom and teams.
i compared this to zendesk’s setup. zendesk uses a simple plugin that requests mic access once. gc seems to require more granular permissions or a specific browser policy.
we are running gc version 2024.1. we have not changed any security policies in the architect flow yet, as we are still in the testing phase. the sip trunks are active and registered. inbound calls ring on the mobile app, but not on the desktop softphone.
is there a specific permission we need to grant in the org settings? or is this a browser compatibility issue? in zendesk, we just installed the desktop app and it worked. gc feels more complex for basic voice functionality.
any help would be appreciated. we are blocked on uat because agents cannot make test calls.