By default, when placing or receiving calls, Genesys Cloud automatically attempts to establish a persistent connection between your computer and the server. This persistent connection improves call processing performance by keeping WebRTC phone connections open. If you are experiencing issues establishing a persistent connection on your system, use the troubleshooting guide below for assistance.
On rare occasions, a persistent connection may not initialize when placing your first outbound call of the day. When this occurs, the outbound call attempt may fail. If this happens, follow the steps below to establish a persistent connection, then try placing the call again.
Is my persistent connection active?
Persistent connection is NOT active:
In the Genesys Cloud top navigation bar, the Calls button looks the same as the buttons beside it (Help, Chat, Inbox, Agent Workspace), with no indicator on it.
Persistent connection is active:
The Calls button is highlighted and shows a green signal icon on its left edge. Hovering over it displays the tooltip Persistent Connection Established.
Initiate a persistent connection
- Call the general company number from your cell phone: (503) 362-2818
- Immediately enter ***** and your extension and answer the call in Genesys Cloud
You can view your extension by clicking on your profile icon in the top right and then selecting your profile picture.
The profile icon is at the far right of the top navigation bar, to the right of the Off Queue toggle. Clicking it opens a panel with your status options (Available, Busy, Away, Break, Meal, Meeting, Training) on the left and your profile picture, with your Last Login time beneath it, in the center. Click the profile picture to open your profile.