Hey folks, running into a weird one with our digital channel migration.
We are moving a client from Zendesk Talk to Genesys Cloud. In Zendesk, we just pushed ticket updates via a simple webhook. In Genesys Cloud, we are trying to replicate that seamless experience with the WebRTC softphone. However, agents in our EU-West region are getting a persistent ‘Ice Connection Failed’ error when trying to register the softphone after login.
The error log shows:
WebRTC error: ICE connection failed. STUN/TURN server unreachable.
We have configured the STUN/TURN servers in Genesys Cloud as per the documentation, but it seems like the softphone client is timing out before it can establish the connection. This is happening specifically on Chrome version 120+ on Windows 11 machines. Firefox works fine, which makes me think it might be a Chrome-specific WebRTC implementation issue or a firewall rule blocking UDP ports 3478 and 5349.
Has anyone seen this during a Zendesk-to-GC migration? In Zendesk, we didn’t have to worry about ICE candidates or STUN servers, so this is a bit of a headache. We need to ensure a smooth transition for our agents who are used to the simpler Zendesk interface.
Any advice on troubleshooting this or adjusting the softphone settings to force a specific ICE candidate preference would be greatly appreciated. We are under pressure to complete this migration by next week, so any quick wins would be awesome!