Encountering a persistent issue where agents experience WebRTC softphone handshake failures specifically during the weekly schedule publishing window. This is happening on the US2 region, which aligns with our primary Chicago-based workforce hub. The problem manifests as a 408 Request Timeout when the softphone attempts to establish the WebSocket connection to the media servers immediately after the WFM API confirms schedule publication.
The environment is running the latest Genesys Cloud platform version, with the softphone client updated to version 10.2.1. Agents report that their status flips to ‘Unavailable’ almost instantly after the schedule push completes, forcing a manual browser refresh to reconnect. This is causing significant disruption to our shift swap workflows, as agents cannot reliably verify their new availability states in real-time.
Initial investigation points to a potential resource contention issue. The WFM publishing process generates a high volume of API calls to update individual agent schedules, which seems to correlate with increased latency on the media signaling endpoints. We have verified that the firewall rules allow outbound traffic on ports 443 and the required WebRTC UDP range, and local network diagnostics show no packet loss.
Has anyone else observed similar WebRTC instability tied directly to WFM schedule publishing events? We are looking for best practices to decouple the schedule update process from the media signaling load. Is there a way to stagger the schedule publication to avoid this spike, or is this a known limitation of the current API rate limits interacting with the softphone signaling layer? Any insights into mitigating this specific race condition would be greatly appreciated.