Enable modern WebRTC

AI-generated summary

Genesys Cloud's modern WebRTC feature delivers advanced persistent connection capabilities and media recovery functionality. The system provides active management of WebRTC phones and integrates media performance statistics tracking. Key features include compatible call appearance configurations across organizational WebRTC phones and persistent connection management. The solution maintains open WebRTC phone connections after initial calls to accelerate subsequent call processing. Active persistent connection initiates connections during startup or initialization, eliminating connection establishment delays from the first call onward. Implementation requires Telephony Plugin permissions and can be enabled through Menu > Digital and Telephony > Global Telephony Settings. The feature supports SIP hardware phones, SIP softphones, and remote phones, even in organizations not primarily using WebRTC phones. Modern WebRTC must be enabled before activating persistent connection management, and disabling it automatically disables connection management features.

PrerequisitesClick to expand

The modern WebRTC feature is designed to provide advanced persistent connection features, such as the active management capability and media recovery. The modern WebRTC feature is also tied into media performance statistics. More specifically, the modern WebRTC feature ensures that all WebRTC phones in your organization have a compatible configuration for call appearances, which is crucial for the operation of the active persistent connection feature. In fact, the two settings are tied together.

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.

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.

What are the benefits of the active persistent connection management setting?Click to expand

The standard persistent connection feature speeds up the processing of calls by keeping WebRTC phone connections open after the first call. After that first call ends, the persistent connection feature leaves the WebRTC phone connection open. When another call comes in, Genesys Cloud can instantly pass the call through using the existing connection. This process avoids the overhead of repeatedly establishing a connection each time a call comes in.

With the active persistent connection feature, Genesys Cloud actively initiates the connection as early as possible—typically at startup or during initialization—rather than waiting for the first operation or request. This speeds up call handling starting with the first call.

To enable the modern WebRTC feature.

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

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Enable modern WebRTC