On July 1, 2020, Genesys removed a fallback mechanism that supports long polling (client pull) for Genesys Cloud clients and network configurations if the websocket (server push) connection fails. Genesys Cloud now supports only clients and network configurations that use the WebSocket protocol.

This deprecation only impacts customers that use a web proxy with the Genesys Cloud desktop application. All other customers, including those that use a web proxy with the Genesys Cloud web application, are unaffected.

FAQs

Am I affected?

Customers that use a web proxy with the Genesys Cloud desktop application must follow the procedure below before the long polling removal date to avoid connection failures.

What do I need to do before the removal date?

Customers that use a web proxy with the Genesys Cloud desktop application must update their web proxy server configuration to properly route websocket traffic through the proxy. 

We recommend using a Proxy Auto-Configuration (PAC) file to route web requests to Genesys Cloud. Include this line in the PAC file on your web proxy server:

if (url.substring(0,4)=="wss:")
return "PROXY {Proxy-IP}:{Proxy Port}";

Or modify the desktop application shortcut to use a command-line argument:

purecloud.exe --proxy-server="https={Proxy-IP}:{Proxy Port};wss={Proxy-IP}:{Proxy Port}"

Who should I contact if I need help or have additional questions?

Contact My Support.