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A proxy sits between the agent’s softphone and your contact center cloud, inspecting traffic and passing or blocking it. When it’s loaded, misconfigured, or simply in the path of real-time media, calls degrade in ways that look like a platform fault.

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How it works

The proxy acts as an intermediary between the agent’s browser and the cloud. Which traffic goes through it is usually set by a desktop Proxy Auto-Configuration (PAC) file. Diagram of a proxy sitting between the agent's browser and the contact center cloud, inspecting traffic in both directions Real-time media is where it bites. Signaling and media between the softphone and the cloud are latency-sensitive, so a proxy that adds delay — or that terminates and re-establishes connections — breaks calls that would otherwise be fine.

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Symptoms

  • Dropped calls, with no matching fault on the platform side.
  • Softphone controls that don’t respond, so agents can’t answer and fall into a missed-call state.
  • Clustered signaling and handshake errors across every agent behind the same proxy.
  • Agents on one network affected while agents elsewhere are fine.

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Prove it

Take a sample of affected agents and do one of these:
  1. Put proxy bypass rules in place for the softphone’s media, signaling, and API traffic.
  2. Move them to a network that doesn’t apply the same proxy rules.
If the symptoms stop, the proxy is the cause. Extend the bypass to every agent permanently, or fix the proxy’s performance.

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Platform specifics

Which endpoints must bypass the proxy depends on your platform.