Genesys Cloud – Concurrent WebRTC client inbound alert control support

In a future release, Genesys Cloud will provide enhanced control over which WebRTC-enabled client receives inbound call alerts when a user is signed in to multiple clients simultaneously.

With this enhancement, administrators can define an organization-wide priority order of WebRTC client types. When more than one client is active for a user, this priority list determines which client becomes the alerting leader for inbound voice interactions by default.

Key capabilities include:

• Org-wide default priority – Administrators can configure a prioritized list of WebRTC client types; for example, browser/desktop, embedded, and CloudCX. This list determines which active client receives inbound call alerts.
• Applies to inbound alerts only – This feature controls which client receives WebRTC alerting for inbound calls; but does not change outbound calling behavior.
• User override at any time – Users can manually change the current alerting leader directly from any active client by selecting the client where they want to receive alerts.
• Supports multiple and mixed clients – The behavior applies whether a user is running multiple different client types or multiple instances of the same client type.

This capability improves predictability and flexibility for agents who work across multiple applications, while giving administrators centralized control over default inbound alert routing behavior.