A customer has his own developed application (not web based or anything, so forget about OIDC, no embeddable framework, ...) that he wants to use for his agents to do all sorts of tasks. In that interface he has a button to "activate him for a queue", a button to accept/disconnect a call, etc... (for telephony he has a hardware device that is connected via an external SIP endpoint, so he doesn't need browser to have an audio device). A click on these buttons triggers a REST request to our backend service, and, he wants us to create an "Genesys Cloud agent instance" in our backend service that we then use to login the user, put him active in a queue (so he gets call routed), and then accept/disconnect calls, etc.
Is it possible to create such an agent user object in a backend (doesn't matter which programming language) that represents a logged in agent in Genesys cloud that can then be "steered" by requests coming from other applications? And if so, can somebody point me to the information?
(alternative would be that we make a small web app with the embedable framework that he must run and start and that we can use to "passthrough" the commands, but, the customer doesn't really want to have a second application that must be running next to the other)
Please advise whether or not this is possible.
PS: this customer comes from a Pureconnect systems with the icws SDK where it is possible to start a session for a users and do all of these actions, all from a backend application without any front-end. So we would need something similar.