Configure WebRTC client alerting

AI-generated summary

Genesys Cloud provides a WebRTC client alerting feature (currently in development) that enables organizations to manage incoming call routing when agents operate multiple concurrent WebRTC clients, such as CRM-embedded clients, browser clients, or desktop applications. The feature allows administrators to configure call priority through two alerting modes: "All" alerts all logged-in WebRTC clients simultaneously, while "Highest priority" routes calls to a prioritized client list, with the system automatically cascading to the next client if the highest-priority client is unavailable. Configuration requires Telephony plugin permissions with Edit and View access to WebRTC Alerting Priority settings. Administrators access this feature via Menu > Digital and Telephony > Telephony > Global Telephony Settings, where they can select alerting options, add WebRTC clients to a prioritized list, reorder priorities using drag-and-drop functionality, remove clients as needed, and save changes. If an agent is not logged into the highest-priority WebRTC client, the system intelligently routes the incoming call to the next available client in the priority sequence.

PrerequisitesClick to expand

If the agents in your organization concurrently run multiple WebRTC clients, such as CRM embedded clients, browser clients, or desktop apps, you can use the WebRTC client alerting feature to configure which WebRTC client takes priority for incoming calls. The WebRTC client with the highest priority will ring.

Notes:

If an agent is not logged in to the WebRTC client with the highest priority, the next WebRTC client in the list will take priority and ring.
At this time, Genesys does not recommend configuration of multiple clients for agents with accessibility limitations.
Genesys will provide enhanced agent notifications that highlight when multiple clients are active, including improved accessibility, in a subsequent release.

To configure WebRTC client alerting.

Click Menu > Digital and Telephony > Telephony > Global Telephony Settings.
Under WebRTC client alerting, choose one of the WebRTC clients to alert options:
- All – Alerts all logged-in WebRTC clients.
- Highest priority – Add and prioritized WebRTC clients.
If you select the Highest priority option, use the Prioritized WebRTC clients drop down to select WebRTC clients.
Click and drag the grip next to a WebRTC client to set the priority.
If you later decide that you want to remove a WebRTC client from the list, click Delete .
Click Save.

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