VICIPanel
Troubleshooting/WebRTC softphone connection failed
CriticalNetwork

WebRTC softphone connection failed

Agent's browser-based softphone fails to establish audio path.

Symptoms

  • •Agent logs in successfully but takes no calls
  • •Browser shows WebRTC connection error
  • •Agents on the office network work but remote agents fail

Common causes

  • •STUN/TURN server misconfigured or unreachable
  • •Browser denied microphone permission
  • •Corporate firewall blocking UDP or WebSocket traffic
  • •SSL certificate warning breaking the secure context

How to fix it

  1. 1
    Verify browser has microphone permission for the VICIdial URL
  2. 2
    Test STUN reachability from agent network (`stuntman` or web-based STUN tester)
  3. 3
    Check browser console for the exact WebRTC error
  4. 4
    If remote worker: try over a home network to isolate corporate firewall
  5. 5
    Confirm VICIdial web interface has a valid SSL cert (required for getUserMedia)
Network health and operational view in VICIPanel
How VICIPanel helps

VICIPanel's WebRTC phone runs a connectivity self-test before login, agents see a red/yellow/green status for microphone, STUN, and WebSocket before they try to take calls.

Related issues

More Network errors

One-way audio on connected calls

Agents can hear callers but callers can't hear agents, or vice versa.

DTMF keypresses not registering

Callers pressing phone keys don't trigger IVR actions, menus get stuck.

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