We’re running a NICE Cognigy bot inside a Genesys Cloud AppFoundry microservice. The WebSocket connection to the media server drops after about 60 seconds of silence, and when it reconnects, there’s a 2-3 second audio latency spike.
Here’s the connection setup:
const ws = new WebSocket('wss://media-<org>.mypurecloud.com/media/v1/conversations/<id>/audio');
ws.on('open', () => console.log('Connected'));
ws.on('close', (e) => console.log('Closed:', e.code, e.reason));
The close code is usually 1000 (normal) or 1001 (going away). The audio stream resumes but with noticeable lag. We’ve tried increasing the keep-alive interval in the Cognigy runtime config, but no change.
Is there a specific header or parameter we need to send to keep the connection alive? Or is this a known issue with the AppFoundry media passthrough? We’re using the standard Genesys Cloud media API endpoints. No custom NAT/firewall rules that would block WS. Just plain TCP. Any ideas on how to stabilize this?
Have you checked if your WebSocket implementation is sending the specific Genesys Cloud ping/pong frames required to keep the connection alive? The docs for the WebSocket Media API state that “the client must respond to server pings within 5 seconds to avoid disconnection.” If you’re just using a generic library, it might not be handling the custom Genesys ping protocol correctly, which causes that 60-second drop. You’ll need to intercept the binary ping frames and send back the corresponding pong immediately.
Here’s a quick patch for a Node.js ws client to handle that. You can’t rely on the default heartbeat if the server expects specific payload handling.
ws.on('message', (data, isBinary) => {
if (isBinary) {
// Genesys Cloud sends a ping frame. You must reply with a pong frame.
// The payload is usually the same as the ping.
ws.ping(data);
} else {
// Handle actual audio/data
processAudio(data);
}
});
Make sure your server-side logic isn’t blocking the event loop while processing audio chunks, or the pong will be late.