When using Genesys Cloud in a browser with multiple tabs open, you may experience connection issues when Genesys Cloud isn’t the active tab. To prevent this issue from happening, you might want to consider disabling your browser’s sleep mode setting. This setting goes by different names in the different browsers, but the function is the same – to put tabs that the browser considers to be inactive into a sleep mode to conserve memory and power.

While in general, putting inactive tabs to sleep is a good concept, it can cause connection issues for Genesys Cloud, which requires a consistent connection between the browser and the cloud. When a browser puts a tab in which Genesys Cloud is running to sleep, Genesys Cloud can lose its connection to the cloud and cease to function correctly. For example, agents can be removed from a queue, auto answer can stop working, and connections to the WebRTC Media Helper can be dropped.

Microsoft Edge

In Microsoft Edge, you can disable sleep mode for specific sites.

1. Start Microsoft Edge.
2. Click Settings and more. 
3. Click Settings. The Settings panel appears. 
4. Click System and performance. The System and performance panel appears.
5. Click Performance.
6. Under Never put these sites to sleep, click Add site. The Add a site dialog appears.
7. Type your region domain in the Site box using this format [*.]domain]. For example, [*.]mypurecloud.com.
8. Click Add.

Google Chrome

In Google Chrome, you can disable sleep mode for specific sites.

1. Start Google Chrome.
2. Click Customize and control Google Chrome.
3. Click Settings. The Settings tab appears.
4. Click Performance.
5. On the General tile, locate the Always keep these sites active setting and click Add. The Add sites dialog appears.
6. Click Add sites manually.
7. Type your region domain in the Site box. For example, mypurecloud.com.au.
8. Click Add.

Mozilla Firefox

In Mozilla Firefox, you must disable sleep mode for every tab you open; regardless of the site.

1. Start Mozilla Firefox
2. Type about:config in the Address bar and press Enter. The Advanced Preferences tab appears.
3. Click Accept the Risk and Continue.
4. Type browser.tabs.unloadOnLowMemory in the Search preference name box.
5. When the browser.tabs.unloadOnLowMemory setting appears, click Toggle to change the setting to False.