Continuing the discussion from Bug fix: Outbound emails on behalf of queue can be created by users only:
Good afternoon. Could you tell me if this is the same thing for Call too? Thanks.
You cannot initiate or control voice calls without a user.
My CRM has a list of Agents, I need to put a button in this list next to the name of each Agent. When you click this button for the Agent in question, an outbound call needs to be generated automatically in PureCloud. However, the Agent is already logged into PureCloud. CRM just initiates this call. I am not able because it is giving error in the authentication of Api (not.a.user).
Is there a way to get a user's username and password so that I can authenticate as if I were the User?
The user that's placing this call needs to be the user that's authenticated. If you're trying to have a supervisor dial calls manually for other users, that isn't going to happen within Genesys Cloud. However, you could use an out of band process, from the perspective of Genesys Cloud, for your CRM integration to send a message to the agent's custom integration where the agent is authenticated with PureCloud. Then the agent's integration can then place the call as the agent will have authorized their integration using their user credentials.
That constitutes mishandling of credentials and is grounds for suspension of your Genesys Cloud Organization.
Okay, I'm going to study about custom agent integration. Thank you.
One thing I just thought of, my answer was mostly in the context of having client-side integrations for both supervisor and agent using an implicit grant. If you have a backend service, you can use the auth code grant so the backend service is the app that gets the auth tokens. If agents authenticate with your app/service this way, the backend service will have auth tokens for each user so that when a supervisor tells the backend service to place a call, it can make the request with the auth token for the desired user. This does require the users to have to reauthenticate with the service on a regular basis, but that's the case regardless of if the integration is client or server side.
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