If users in your organization have trouble with the Genesys Cloud WebRTC phone, first have them check the following to help determine the issue:
- Refer users to for help and possible solutions.
- Have a different user log in and test the phone using their computer.
- Have the user log in on a different computer and test the phone.
- Confirm that they do not have a local firewall enabled, such as the Windows firewall.
As a telephony administrator, you can also check the following settings:
- Check that WebRTC specific ports are not blocked on the network that hosts the Genesys Cloud WebRTC phones. Port 443 (HTTPS: TCP and WebSocket) and UDP/16384-65535 (SRTP/TURN). For more information, see .
- Check that your firewall is not interfering with Genesys Cloud in general. For specific information about which connections to allow, see the appropriate WebRTC section of .
If you are using BYOC Premises
- Ensure the WebRTC phone trunk is in an inherited Edge Group or explicitly added to each Edge. See .
- Ensure that all Edges are on latest version. See .
- As a last option, .
If none of these options work, contact for further assistance.