Q. Why do I see multiple routing events called "Gladly Voice browser connection failed?"
  • 25 Aug 2020
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Q. Why do I see multiple routing events called "Gladly Voice browser connection failed?"

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If you notice in a Customer's Conversation Timeline multiple routing events noted as Gladly Voice browser connection failed, a bad webrtc state typically causes this error which could also prevent Agents from receiving incoming calls.

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Tip - What is webrtc?
In short, webrtc allows voice and video to be transmitted over a browser. All modern browsers have this technology built-in, which Gladly utilizes to transmit voice services.

When webrtc gets stuck in a "bad state" (similar to a computer freezing or not responding), this prevents Gladly from properly communicating with telecom services. Gladly will try to connect multiple times, which may result in numerous routing events, as mentioned above.

If you find an Agent possibly affected by the webrtc being in a bad state, ask the Agent to restart their web browser. This will restart the webrtc services and should bring it back to a normal state.

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