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Configure a phone for active persistent connection

To prevent delays in answering calls while Genesys Cloud sets up a persistent connection, administrators can now 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 .

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:

  • You must enable the persistent connection setting in the phone configuration or the base setting configuration, before you enable the active persistent connection management.
  • The persistent connection feature does not become active until you go on queue and receive your first call of the day.
  • 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.

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