Webrtc Guide
Genesys Cloud WebRTC Connectivity
Introduction
The preferred audio path for Genesys Cloud is WebRTC
WebRTC is an HTML5 specification that you can use to add real-time media communications directly between browser and devices.
Simply put: WebRTC enables for voices and video communication to work inside web pages.
One of the key advantages of WebRTC is that it can be established without the need of any prerequisite of plugins to be installed in the browser.
WebRTC applications require a server to relay traffic between the clients over the internet. The server that relays that traffic is called a TURN (Traversal Using Relay NAT) server. TURN is a protocol for relaying network traffic.
Home users tend to have these ports open, however, many corporate environments have these ports locked down, which prevents Genesys Agents from being able to establish audio paths.
To enable WebRTC, a number of ports are required to be opened in the firewall.
Genesys have quite an extensive documentation on each topic, so this document is intended as a launch pad to find the relevant information.
Ports And Services
The Genesys Home page for Ports and Services for Genesys Cloud is found here: Genesys Cloud Ports and Services
Key ports specific to WebRTC are covered in this article: Ports and Services for WebRTC Phones under Genesys Cloud Voice
Two articles address the firewall/ports specifically depending on whether your firewall supports IP or domain-based rules:
New Zealand and Australia Specific Notes
- Typical response/concerns to this are about limiting the range of IP addresses from AWS that you place in your allow list
- Only the regional subsets for our region are required i.e.: Asia Pacific (Sydney) - ap-southeast-2
FAQ
Typically, there are two questions that pop up during this aspect of the configuration:
- Why does Genesys Cloud require that I have so many open ports on my firewall?
- Why do we need to allow so many Amazon/AWS IP addresses?
Testing
If the rules are user-based, then they can be limited to the Contact Centre users. However, if rules are site-based, then ALL sites that Contact Centre users may be located will need to have the rules set.
Once these rules have been put in place, then we can use the Genesys Cloud Network Readiness Assessment Tool which can be found here: Genesys Cloud Network Readiness Assessment Tool
- Select AP-Southeast-2 (Sydney)
- Enter in your company name
- Select the Start the Test button
The test may take a couple of minutes to complete. The results are displayed on screen and available as a download via the Download Results button.
The onscreen & downloadable report will highlight any other concerns such as packet loss or call quality risks.
An example of a report is shown below:
Region: AP-Southeast-2 (Sydney)
VOIPUpstream Jitter: 7.3msDownstream Jitter: 7.2msUpstream Packet Loss: 0%Downstream Packet Loss: 0.6%Discards: 0Packets in Order: 100%Roundtrip Average Time: 82msUp MOS Score: 4Down MOS Score: 3.4
FirewallTCP 80 OpenTCP 443 OpenTCP 53 OpenUDP 53 OpenTCP 5060 OpenTCP 5061 OpenTCP 3478 OpenUDP 3478 OpenUDP 19302 OpenTCP 19302 OpenUDP 16384 OpenUDP 17000 OpenUDP 18000 OpenUDP 19000 OpenUDP 20000 OpenUDP 21000 OpenUDP 22000 OpenUDP 23000 OpenUDP 24000 OpenUDP 25000 OpenUDP 26000 OpenUDP 27000 OpenUDP 28000 OpenUDP 29000 OpenUDP 30000 OpenUDP 31000 OpenUDP 32000 OpenDaaS Considerations
Please advise during this phase if Citrix VDI, VMWare Horizon or any DaaS is used by any of the members of the Contact Centre team that will be using Genesys Cloud, as other audio path considerations need to be made in these cases.