Assistance Needed: Routing External WebRTC Calls to Genesys Cloud Account

WebRTC SDK
1

Hello Genesys Community,

I have successfully configured a WebRTC phone in Genesys Cloud, named ravi_inboundCallflow, which is associated with my account (Ravi.balla). Currently, internal calls within Genesys route correctly to my account.

I am now aiming to receive WebRTC calls from an external web application (which has no existing connection to Genesys). The goal is for these external WebRTC calls to be directed to my Genesys Cloud account.

Specifics:

  • External Application: This application can initiate WebRTC calls and requires WebSocket Secure (WSS) details to establish the connection.
  • Genesys Configuration: I need guidance on configuring Genesys Cloud to accept these external WebRTC calls and route them to my account.

Questions:

  1. Integration Steps: What are the necessary steps to integrate an external WebRTC application with Genesys Cloud?
  2. WSS Details: How can I obtain or configure the required WSS details in Genesys Cloud to facilitate this connection?
  3. Security Considerations: Are there specific security measures or configurations I should be aware of when setting up this integration?
  4. Documentation: Could you point me to any relevant documentation or resources that detail this process?

I have reviewed the Genesys Cloud WebRTC phone configuration guide, but it primarily focuses on internal configurations. I am seeking guidance on extending this to accept external WebRTC calls.

Any assistance or insights from those who have implemented a similar setup would be greatly appreciated.

Thank you in advance for your support!

Best regards,

Ravi Balla

2

Hello,

There is no entry point for external "anonymous" WebRTC clients.
WebRTC is only supported for agent/user's phones.
You can request new features and share your use case on the Genesys Cloud Ideas Portal.

Regards,

3

To facilitate external inbound calls, I am considering associating a Direct Inward Dialing (DID) number with my account. My goal is for external callers to dial this DID number and have the calls routed directly to my Genesys Cloud account.

Questions:

  1. Feasibility: Is it possible to receive inbound calls in my Genesys Cloud account through an assigned DID number?
  2. Configuration Steps: If feasible, what are the necessary steps to:
  • Assign a DID number to my account.
  • Configure the inbound call flow to route calls from the DID to my WebRTC phone.
  1. Considerations: Are there any specific considerations or prerequisites I should be aware of during this configuration?

I have reviewed the Genesys Cloud Resource Center but would appreciate detailed guidance or references to relevant documentation to ensure proper setup.

Thank you in advance for your assistance!

Best regards,

Ravi Balla

4

Here is the start point for telephony configuration: About Telephony.

Regards,

5

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