How come this setting causes Softphone registration failures for agents on mobile devices?
We are seeing intermittent WebRTC connection drops for agents using the Genesys Cloud Softphone on iOS and Android devices. The issue seems isolated to agents who have recently had their shift schedules updated via the WFM API. When an agent’s status changes from ‘Available’ to ‘On Break’ through an automated Architect flow triggered by WFM events, the softphone often fails to re-register properly with the SIP trunk.
The error manifests as a ‘408 Request Timeout’ in the client logs, followed by a ‘401 Unauthorized’ when attempting to reconnect. This is happening in our US East environment (Genesys Cloud CX Version 2024.04). We have verified that the agent’s credentials are valid and that the SIP trunk is healthy. The problem appears to be a race condition between the WFM status update and the softphone’s state synchronization.
Has anyone encountered similar issues where WFM-driven status changes disrupt the WebRTC session? We are looking for a workaround to ensure the softphone maintains a stable connection during these state transitions. Any insights into the correct sequence of API calls to avoid this would be greatly appreciated.