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Token & Authentication | Call Answer & WebRTC

Token & Authentication

Can I obtain a token with user context without Cloud Engager?

Yes, there are two approaches to obtain a token with user context:

• Authentication via Genesys

• Using the Embeddable Framework 


Relevant documentation:

• Authorization Code Grant: https://developer.genesys.cloud/authorization/platform-auth/use-authorization-code • Implicit Grant: https://developer.genesys.cloud/authorization/platform-auth/use-implicit-grant 


Risks:

a) If a full client and a third-party application run in parallel with different tokens, synchronization issues can occur.

b) A call cannot be answered via API because Genesys Cloud uses WebRTC technology.

Can I obtain the original token with user context via a standard Genesys API?

No, this is not possible.

Call Answer & WebRTC

Why can't a call be answered via API?

Answering calls is technically bound to WebRTC clients.

Potential solution – see article:
https://developer.genesys.cloud/blog/2023-09-28-answer-call-via-api/#using-genesys-cloud-webrtc-phones

Options:
a) Use Auto-Answer
b) Use Nailed Connections

Is there a solution for the issue "No answer without Cloud Engager"?

Possible solution: Enabling the Auto-Response feature can solve the issue.

Open questions / risks – what happens if:
• the agent forgets to log out
• the agent is working on another activity and receives an ACD or non-ACD call but is not interrupted?

Can a call be answered directly via headset or hardphone?

If the agent uses a headset or hardphone, the call can be answered directly through that device.

Requirements: Very strong organizational discipline is required.

Risks: Agents may get confused when receiving calls while working on another topic.

What happens when Nailed Connections are used?

Nailed Connections are possible but offer no real advantage from an integration perspective.

Risks:
• In large installations, many parallel, persistent sessions with Genesys Cloud are created.
• A Nailed Connection is only established after the first call.
• The first call must be answered the classic way by the agent.
• After a browser reload, the Nailed Connection is lost.
• Agents may get confused because the behavior is inconsistent (sometimes works, sometimes not).