Configure a phone for active persistent connection

AI-generated summary

Genesys Cloud offers active persistent connection management that establishes phone connections before agents accept calls, eliminating connection setup delays and optimizing call handling efficiency. This feature requires Modern WebRTC to be enabled and is compatible with SIP hardware phones, SIP softphones, remote phones, and WebRTC phone implementations. Configuration requires administrators to access Global Telephony Settings through Menu > Digital and Telephony > Telephony, enable Modern WebRTC first under Voice Calls, then activate active persistent connection management and save the settings. Modern WebRTC must be enabled even for non-WebRTC phone deployments to activate active persistent connection management for SIP hardware phones, SIP softphones, or remote phones. When activated, the system temporarily prevents agents from going on queue or receiving call routing until a persistent connection is established. The persistent connection activates upon the agent's first call of the day or upon login if they have the routing:conversation:acceptOffQueue permission. If the persistent connection is interrupted, Genesys Cloud immediately attempts to restore the connection automatically. The feature includes a configurable timeout setting with a default of 10 minutes that terminates idle connections. After timeout expiration, subsequent calls require new connection establishment; however, agents can still receive calls and the system will establish a new connection as needed. By maintaining persistent connections throughout the day, this functionality reduces latency and improves overall call handling efficiency, eliminating the need to re-establish connections for each interaction. A critical consideration is that failed persistent connections place agents into a Not Responding state across all channels, including digital-only agents, potentially affecting service availability and agent status visibility. To enable active persistent connection management, administrators navigate to Menu > Digital and Telephony > Telephony > Global Telephony Settings, enable Modern WebRTC under Voice Calls, and activate the active persistent connection management option before saving.

PrerequisitesClick to expand

When you enable the Maintain a persistent connection setting for the WebRTC phone, as described in Configure the Genesys Cloud WebRTC phone, the persistent connection feature does not become active until an agent goes on queue and receives their first call of the day.

To prevent delays in answering calls while Genesys Cloud sets up a persistent connection, you can configure Genesys Cloud to automatically establish a persistent connection before agents can accept calls. When enabled, the feature momentarily prevents an agent from going on queue or prevents calls from being routed to an agent until the persistent connection is active. If the persistent connection is interrupted, Genesys Cloud immediately attempts to restore the connection.

The Active persistent connection feature is tied together with the Modern WebRTC feature to ensure the best performance. In fact, you must select the Enable modern WebRTC setting before you can select the Enable active persistent connection management setting. And, if you disable the Enable modern WebRTC setting, the Enable active persistent connection management setting will also be disabled.

For more information, see Enable modern WebRTC.

Note: Even if you are not using WebRTC phones in your organization, you must enable the modern WebRTC setting to enable the active persistent connection management setting for SIP hardware phones, SIP softphones, or remote phones.

When using the persistent connection feature, keep the following points in mind:

If you have the routing:conversation:acceptOffQueue permission, the persistent connection feature becomes active when you log in.
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.

To set up the active persistent connection.

Click Menu > Digital and Telephony > Telephony > Global Telephony Settings.
Under Voice Calls, click Enable modern WebRTC.
Click Enable active persistent connection management.
Click Save.

Note: A failed persistent connection will put an agent into a Not Responding state across all channels, including digital only agents.

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Configure a phone for active persistent connection

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PrerequisitesClick to expand

For more information, see Enable modern WebRTC.

When using the persistent connection feature, keep the following points in mind:

If you have the routing:conversation:acceptOffQueue permission, the persistent connection feature becomes active when you log in.
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.

To set up the active persistent connection.

Click Menu > Digital and Telephony > Telephony > Global Telephony Settings.
Under Voice Calls, click Enable modern WebRTC.
Click Enable active persistent connection management.
Click Save.

Note: A failed persistent connection will put an agent into a Not Responding state across all channels, including digital only agents.

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Configure a phone for active persistent connection

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Configure a phone for active persistent connection

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