Agent Desktop Plus · practice · 12 min full read
The technical requirements say Plus adapters use HTTPS and Secure WebSocket. If a proxy is in the path, it must support WSS. The PDF also says Five9 does not support TLS 1.1, and that browsers need TLS 1.2. Unencrypted API connections are refused.
A screen pop that fails while voice still works is often this path: the media is fine and the websocket is not. Do not replace the headset first.