Optimize your devices to mitigate connection drops.
Important Genesys Cloud Setting: Attempt recovery#
Starting with Mobile Office 12.3.3: Genesys "Attempt Recovery" is supported which allows WebRTC calls to reconnect if the network changes or drops momentarily. We recommend following the steps in this other article to setup this system.
In addition to that, the information below can be used to optimize stability and ensure drops don't happen.
Why Network Changes Can Cause Disconnects#
WebRTC connections are sensitive to changes in network conditions. Common causes include:
- Weak or unstable Wi-Fi signals
- Moving between Wi-Fi access points
- Switching from Wi-Fi to mobile data (or vice versa)
- IP address changes during the day
When these occur, the active session may disconnect.
How to mitigate connection drops & improve connection stability#
To minimize disruptions, we recommend the following:
1. Use a stable network whenever possible#
Strong, consistent Wi-Fi or mobile data connections provide the best experience.
2. Disable Smart Network Switching on Mobile Devices#
Some smartphones automatically switch to mobile data when Wi-Fi quality drops.
While useful for browsing, this behavior disconnects active WebRTC sessions.
We recommend turning these features OFF
Here's how:
On iPhone (Wi-Fi Assist)
Settings→ Tap Cellular / Mobile Data→ Scroll down and turn Wi-Fi Assist OFF
On Android (feature names vary by device)
Look for options such as:
- Adaptive connectivity
-
Switch to mobile data automatically
-
Smart network switch or Intelligent Wi-Fi
Typical path:
Settings → Network & Internet (or Connections) → Wi-Fi → Wi-Fi preferences / Advanced
-
Turn the automatic switching feature OFF
Note: The exact wording may differ by device manufacturer.
3. Avoid switching networks during active calls#
If you expect to move in and out of Wi-Fi range, stay on one network type (5G) during the session whenever possible.
4. Minimize IP Address Changes#
Frequent IP changes especially in larger office or mesh Wi-Fi environments can interrupt active WebRTC sessions.
For Network and IT ADMINS, to reduce this risk:
Use mesh networks configured with seamless roaming
Ensure access points are set up to keep devices on the same subnet and IP address while moving between nodes (often called fast roaming, single subnet mesh, or layer-2 roaming).
Avoid per-access-point DHCP reassignment
Devices should not receive a new IP when moving between access points within the same network.
Schedule DHCP lease renewals during off-peak hours
If your network renews IP leases regularly, configure this to occur overnight or during low-usage periods to prevent call interruptions during business hours.
Note: Your IT/network team can typically configure these options in the router or mesh controller.