Use the persistent connection feature with a Genesys Cloud WebRTC phone

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Genesys Cloud's persistent connection feature with WebRTC phones maintains an open connection after calls end, eliminating the need to re-establish connections for each subsequent interaction and enabling faster call handling. The feature activates either upon login for users with routing:conversation:acceptOffQueue permission or after the first call for other users, and displays an animated circle around the phone icon with a green signal indicator in the menu bar when active. A configurable timeout period, defaulting to 10 minutes, automatically terminates the connection if no new calls arrive; users can also manually disconnect at any time. The feature requires the Communicate user default role and a WebRTC phone provisioned by a telephony administrator. When enabled, Genesys Cloud instantly passes incoming calls through the existing connection, triggering immediate UI alerts or automatic answering if Auto Answer is configured, thereby improving agent efficiency and call answer speed. If the connection times out, subsequent calls require reconnection, though persistent connection functionality resumes for later calls after the initial reconnection. The system supports persistent connection management through the WebRTC phone interface, with related functionality including modern WebRTC features and active persistent connection configuration options. Users can manually terminate a persistent connection at any time, and additional configuration details are available in the Configure the Genesys Cloud WebRTC phone documentation.

PrerequisitesClick to expand

The persistent connection feature is designed to improve Genesys Cloud’s ability to process subsequent calls. More specifically, when a call comes in to an agent, Genesys Cloud establishes a connection to the agent’s phone and then passes the call to the agent. Once the call is complete and the agent hangs up, Genesys Cloud ends the call, but leaves the connection to the agent’s phone intact.

When another call comes in to the agent, Genesys Cloud can instantly pass the call to the agent using the existing connection. The UI immediately alerts the agent or, if the user has Auto Answer configured, then the call is immediately answered. This feature saves time and improves the speed with which calls are answered.

When you enable the Maintain a persistent connection setting for the WebRTC phone, as described in Configure the Genesys Cloud WebRTC phone, and the persistent feature is active, you see a green signal icon next to the phone icon in the menu bar.

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As you monitor the persistent connection feature, keep the following points in mind:

Once you enable the persistent connection feature, it becomes active under one of the following conditions:
- If you have the routing:conversation:acceptOffQueue permission, the persistent connection feature becomes active when you log in.
- If you do not have that permission, the persistent connection feature becomes active when you go on queue and receive your first call of the day.
The persistent connection feature does have a timeout setting, which your administrator configures. Therefore, if you do not receive a subsequent call before the timeout period elapses, Genesys Cloud terminates the open connection. By default the timeout is 10 minutes.
If the persistent connection terminates by a timeout expiration, you can still receive calls. However, the experience is like your first call of the day – Genesys Cloud must establish a connection before it passes the call. Subsequent calls can take advantage of the persistent connection.

Note: For more information, see .

At any point in time, you can terminate a persistent connection.

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