---
title: "Why do I see multiple routing events called “Agent browser telephony connection failed?”"
slug: "browser-connection-failed"
description: "A bad webrtc state typically causes this error which could also prevent Agents from receiving incoming calls. Read more in Gladly Help Docs."
updated: 2026-01-31T18:25:18Z
published: 2026-01-31T18:25:18Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why do I see multiple routing events called “Agent browser telephony connection failed?”

If you notice multiple routing events noted as *Agent browser telephony 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](https://en.wikipedia.org/wiki/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.

> [!NOTE]
> What is webrtc?
> 
> In short, [webrtc](https://webrtc.org/) 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.