If you notice multiple routing events noted as Gladly Voice browser connection failed in the Conversation Timeline, a bad webrtc state is typically the issue that prevents receiving calls.
WebRTC can fail to respond due to network issues like restrictive firewalls, NAT traversal problems, or poor connection quality; browser and device compatibility problems, such as differences in implementation or issues with media devices; and application-level problems, including incorrect configurations, pop-up blockers, or security software interfering with media access.
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.
If 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, resulting in numerous routing events, as mentioned above. In its simplest form, restarting the browser usually resolves the issue unless there are other issues (e.g., network) outside of Gladly that may be causing Voice to fail.