WebRTC softphone handshake timeout during NR agent injection

Voice & Telephony
1

Problem

The Genesys Cloud WebRTC softphone handshake doesn’t complete when the New Relic browser agent injects custom metrics into the media negotiation payload for sa-east-1 tenants.

Code

const offer = await pc.createOffer({ iceServers: [{ urls: 'turn:turn.genesys.com:443?transport=udp' }] });

Error

Console throws IceConnectionFailed after exactly 4500ms. The Platform API’s webhook callback won’t fire on /api/v2/interaction/events.

Question

Custom event ingestion isn’t doing jack all in the NRQL dashboard anyway

2

genesys-cloud-node-sdk drops the connection when the SDP payload mutates. NR injection breaks the schema validation on sa-east-1. You’re chasing ghosts in the browser agent.

Push the config update through the provider instead. The Terraform resource handles region-specific ICE server routing without messing with the handshake logic. Client-side patches usually cause more drift. The provider manages the state better than manual API calls.

resource "genesyscloud_org" "primary" {
 name = "Org Name"
}

Run terraform refresh to pull the current ice_server config from the remote state. If the handshake still times out, check the webrtc_enabled setting on the user resource. State drift often flips this flag back to false after a deployment. This kills the media negotiation before the agent even connects.

3 
const rtcConfig = { REGION_OVERRIDE_CONFIG: true };

Problem
The gotcha is routing the WebRTC handshake through the NR agent. The REGION_OVERRIDE_CONFIG gets overwritten when custom metrics hit the SDP payload.

Error
The handshake stalls real quick because ICE candidates drop.

Question
Don’t patch the client. Switch the routing logic to the API instead. Check your ORIGIN_HEADER settings.

4

NR is hooking getUserMedia before the PureCloudPlatformClientV2 grabs the stream, which tanks the SDP exchange. You’ll need to delay NR init until after the widget mounts, or tell the launcher to skip media instrumentation. Don’t touch the SDP manually or you’ll break the fingerprint check. Passing the webrtc config directly in the init options usually bypasses the NR interference on sa-east-1. It forces the SDK to use internal STUN servers without letting the browser agent mutate the object. The timeout happens because NR adds properties to the media constraints that the Genesys validator rejects. Setting disableThirdPartyInstrumentation tells the widget to ignore external hooks during the handshake. It’s a bit aggressive but it stops the 403s on the /api/v2/flohevents endpoint.

const widgetConfig = {
 organizationUuid: "YOUR_ORG_UUID",
 webrtc: {
 disableThirdPartyInstrumentation: true,
 iceCandidateTimeout: 8000
 }
};
5

The official documentation states: “WebRTC signaling must occur within a secure context, and external instrumentation cannot modify the SDP fingerprint.” so why is the handshake timing out when NR injects metrics?

  • verify the notification channel setup. the docs say: “Queue observation subscriptions require the view:queue scope and must handle reconnection logic manually.”
  • check if the token is expiring during the init.
  • run this to test the endpoint latency.
const subscription = await platformClient.NotificationApi.postNotificationSubscriptions({
 body: {
 channel: 'routing.queueEvents',
 config: {
 filter: { type: 'eq', value: 'myQueueId' }
 }
 }
});
  • review the SDK config. the guide mentions: “The platformClient must be instantiated with valid environment variables before any media stream requests.”
  • why is the SDP payload mutating on sa-east-1?
  • try forcing the region override in the config object.
  • docs warn: “Do not intercept getUserMedia calls as this breaks the crypto handshake.”
  • why isn’t the override taking effect?
  • also check the websocket heartbeat. the api spec notes: “Clients must acknowledge ping frames within 30 seconds or risk disconnection.”
  • why is the stats feed dropping right before the call connects?
  • make sure you’re not holding onto stale tokens. the auth module says: “Refresh tokens should be rotated every 15 minutes.”
  • why does the connection drop only on sa-east-1?
  • the notification api docs also mention: “Subscriptions are terminated if the client fails to process events within the buffer window.” so why is the buffer overflowing?
  • check the ice server config. the docs state: “ICE servers must be reachable from the client network.” why are the candidates timing out?