Hello,
I have a question about API call integration with WebRTC phone.
[Background]
In this case, operator login to Genesys Cloud. But they control calls by development software instead of Genesys Cloud interface.
(For certain constraint, the software use call API or WebSocket. it doesn't use Embeddable Framework.)
According to following webpage, to answer to inbound calls by WebRTC phone using API, it must make connection before, and keep it by "Maintain Persistent Connection" settings.
And it says, "Periodically generate calls to maintain a persistent connection active."
[Question]
Is there any guideline or operational proven value, to decide how long set the Maintain Persistent Connection seconds, or how often make periodically dummy calls?
Is there any way to know the Persistent Connection is active or not by API? It also useful if there is a way to detect disconnection.
Is there another way to keep connection? (Only the periodically call?)
It is not exactly that you need to make calls periodically (I mean not always).
But if a Contact Center Agent has not received a call or made a call in the last xxx seconds (setting/value of the Persistent Connection timeout), his persistent connection will be dropped and he will need to establish a new call to go back to a persistent connection (making this dummy call is one possiblity).
So my comment on making calls periodically was when the agent is inactive/when he finishes a conversation with a customer - then starting a timer (with a value less than what is set in Persistent Connection timeout), to make this dummy call (in case he does not receive a new customer conversation in this window).
No, there is no change at this level. The information is not made available via API.
At this time, only establishing a new call when the persistent connection has dropped (periodic call).
There is a Genesys Cloud Idea in Development - TEL-I-446 - whose purpose is to establish persistent connection when agent goes on queue.