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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. 

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.