Interaction Connect Help - Web-based Phone Processing

Contents

Web-based Phone Processing

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-based Phone Requirements.

The following diagram and table explain how CIC supports WebRTC communications for the web-based phone feature, including network protocols and sequence.

Process	Step	Description
Logon	A1	The Interaction Connect user logs on to PureConnect. The Genesys Cloud Extension number that the administrator assigned to the user is automatically selected and used by Interaction Connect.
	A2	Interaction Connect automatically logs the user on to Genesys Cloud using the WebRTC station.
	A3	Session Manager registers the user's Genesys Cloud Extension number with the Telephony Services component of the CIC server as a Remote Number workstation.
Call control	B1	For the Remote Number connection, the Telephony Services component of the CIC server calls the Genesys Cloud Extension number through a tie line that is facilitated by Genesys Cloud Edge.
	B2	Genesys Cloud Edge relays the incoming Genesys Cloud Extension call to Genesys Cloud Services.
	B3	Genesys Cloud Services facilitates the exchange of signaling messages and application data between Genesys Cloud Edge and Interaction Connect to establish a WebRTC session.