Need some troubleshooting help with a persistent issue with WebRTC softphone connectivity while migrating our digital channels from Zendesk to Genesys Cloud. We are currently moving our support operations, and the transition from Zendesk’s embedded widget to the Genesys Cloud Web Widget is proving more complex than anticipated. In Zendesk, the voice integration was handled via a simple iframe with a direct SIP connection, but here we are relying on the Genesys Cloud Web SDK v2.4.1 for media negotiation.
The specific problem arises when agents attempt to initiate a call from the new Genesys Cloud interface. The signaling phase completes successfully, and the agent sees the call ringing on the customer side. However, the media stream never establishes, and the call drops after 15 seconds. The browser console logs show a 403 Forbidden error on the WebSocket connection to the media server endpoint wss://media-gc.example.com/rtc/v2/connections. The error payload indicates an issue with the ice_candidate gathering or the SDP offer validation.
We have verified that the Genesys Cloud Architect flow for the IVR is correctly routing to the queue and that the agent’s skill set matches the requirement. The environment is Genesys Cloud EU-West-1 (Paris timezone), and we are using Chrome 120.0.6099.109. The Zendesk integration previously used a different authentication mechanism for the softphone, so I suspect there might be a mismatch in how the OAuth tokens are being passed to the WebRTC connection or a misconfiguration in the Genesys Cloud Web Messaging settings regarding media permissions.
Is there a specific configuration in the Genesys Cloud Admin portal under ‘Telephony’ or ‘Web Messaging’ that needs to be adjusted for WebRTC media permissions? In Zendesk, we just enabled the voice feature in the widget settings, but Genesys Cloud seems to require explicit permission scopes for the Web SDK that I might be missing. Any insights on mapping the Zendesk voice permissions to Genesys Cloud WebRTC settings would be greatly appreciated.