Quick question about WebRTC softphone integration in Architect flow preview.
Running Genesys Cloud CLI v2.3.1 with Terraform provider v1.8.4. Environment is us-east-1. The deployment pipeline pushes a new IVR flow using genesyscloud_flow resource. The flow includes a standard softphone node configuration for internal testing.
When triggering the flow via the CLI genesys cloud flow:debug:start command, the WebRTC client fails to establish the media stream. The browser console shows a WebSocket error: WebSocket connection to 'wss://media-api-us-east-1.genesys.cloud/...' failed: net::ERR_CONNECTION_REFUSED. The API response from /api/v2/architect/flows/{id}/preview returns a 502 Bad Gateway after 15 seconds.
The HCL configuration for the flow node is standard:
resource "genesyscloud_flow" "ivr_main" {
name = "Main IVR"
outbound_email = var.org_email
flow { ... }
nodes {
id = "softphone_test"
type = "softphone"
// standard config
}
}
The WebRTC license is active and assigned to the user running the debug session. SIP trunk configuration is valid and registered. Other flows without the softphone node deploy and preview correctly.
Suspect this is a media endpoint routing issue in the preview environment rather than a licensing problem. The error persists across multiple users and browsers (Chrome, Edge). Clearing cache and restarting the CLI does not resolve the 502.
Has anyone seen this specific WebSocket failure during flow preview? Is there a known issue with the media-api-us-east-1 endpoint in the current provider version? Need to know if this is a transient network issue or a configuration mismatch in the Terraform state.
If you check the docs, they mention that flow preview environments do not support full WebRTC signaling due to sandbox restrictions.
When triggering the flow via the CLI, the WebRTC client fails to establish th
This 502 error is expected behavior in preview mode. Validate the softphone configuration in a staging environment instead, where the complete media stack is available for testing.
Ah, yeah, this is a known issue with the preview environment’s restricted signaling capabilities. The 502 error occurs because the sandboxed preview service lacks the full media stack required for WebRTC handshake completion. Our AppFoundry integrations face similar limitations when attempting to validate softphone nodes outside of a fully provisioned tenant environment. The CLI debug mode simulates call flow logic but does not instantiate the necessary SDP exchange endpoints.
For accurate validation, the softphone node configuration should be tested in a dedicated staging org. This environment provides the complete infrastructure layer, allowing proper negotiation of ICE candidates and DTLS fingerprints. Ensure that the OAuth tokens used during staging tests have the voice:call:write scope, as preview tokens often lack these permissions.
Reviewing the genesyscloud_flow resource in Terraform, verify that the softphone node references a valid user ID rather than a placeholder. Staging tests will confirm whether the 502 was strictly an environmental limitation or a configuration error. This approach isolates infrastructure constraints from logic errors, providing clearer debugging paths for complex IVR deployments.
It depends, but generally… the preview sandbox restricts WebRTC signaling. Moving testing to a staging environment resolved the 502 Bad Gateway error for similar load tests. The CLI debug mode simulates logic but skips SDP exchange. Validate in production or staging where the full media stack is available.