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 based on user permissions: it initiates when users become Available (off-queue) if they hold the routing:conversation:acceptOffQueue permission, or when they go on-queue if they lack this permission. When active, the system displays an animated circle around the phone icon with a green signal indicator in the menu bar. The persistent connection requires the Communicate user default role and a WebRTC phone provisioned by a telephony administrator. Additionally, the "Enable active persistent connection management" setting must be enabled; without this configuration, phone-level persistent connection settings have no effect. Once established, 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. A configurable timeout period, defaulting to 10 minutes, automatically terminates the connection if no new calls arrive. Upon timeout termination, Genesys Cloud automatically re-initiates the connection; during re-establishment while users remain on-queue, the system may assign non-voice interactions such as chat, email, and messages from their queues. If the connection times out, subsequent calls require reconnection, though persistent connection functionality resumes for later calls after the initial reconnection. Users can manually disconnect or terminate a persistent connection at any time through the WebRTC phone interface. 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, Genesys Cloud initiates the persistent connection for your WebRTC phone: either when you become Available off-queue (if you have the Routing > Conversation > Accept Off-Queue permission) or when you go to On Queue (if you do not have the Routing > Conversation > Accept Off-Queue permission).

Genesys Cloud assigns new voice interaction to you only if the persistent connection for your WebRTC phone is established. Once the persistent connection is open, it is maintained.

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 established, you see a green signal icon next to the phone icon in the menu bar.

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Note: The persistent connection feature requires that the “Enable active persistent connection management” is enabled. If this setting is not enabled, the phone-level persistent connection configuration has no effect.

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 is initiated when you become Available (off-queue); once the connection is open, the feature is active.
- If you do not have that permission, the persistent connection is initiated when you go on queue; once the connection is open, the feature is active.
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.
When the connection is terminated by a timeout, Genesys Cloud automatically re-initiates the connection. While the connection is being re-established and you are On Queue, Genesys Cloud may assign to you the non-voice interactions (chat, email, message, etc) from your queues.

Note: For more information, see .

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

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