How does a browser call reach Genesys Cloud?
When the visitor clicks the call option in the TrueEngage widget, the browser opens a WebRTC session with Vonage. Vonage converts the session to SIP and hands it to Genesys Cloud over the BYOC Cloud trunk that the AppFoundry install created. The call carries a technical DID, and the Genesys admin has assigned that DID to a call flow.
From the call flow onwards nothing is specific to TrueEngage. The call is queued, routed by the usual skills and priorities, recorded under the usual policy and reported with the rest of the voice traffic. The dial pad in the widget supports IVR, so a flow that asks the caller to press a digit works unchanged.
What does the admin configure?
- The DID to call flow mapping in Genesys Cloud, one per widget or per use.
- A schedule group, so the call option is hidden outside opening hours.
- An expected-wait-time threshold, refreshed from Genesys Cloud every 30 seconds, above which the immediate call is withdrawn.
- Optional PSTN fallback for visitors on phones, so a visitor who cannot use WebRTC still has a number to call.
Network note. Visitor networks must allow UDP media on port 3478 and the 10000 to 50000 range. A network that blocks them connects the call with no audio. BYOC Cloud is required on the Genesys Cloud side.
When does the widget offer a callback instead?
Callback is a separate option in the same widget, immediate or scheduled. An immediate callback creates a Genesys Cloud callback against the chosen queue with the chosen agent script. A scheduled callback offers time slots derived from a Genesys schedule group, with slot duration, padding and capacity limits set by the admin. Time zone and country prefix are detected from the visitor.
The two options work together. When expected wait time exceeds the threshold, the immediate option is withdrawn and only scheduling is shown. The visitor still gets a commitment from the contact centre, and the agent gets a callback in the queue they already work.
Can the target queue change per page?
Yes. The JavaScript SDK can set the callback queue per page, so a pricing page can route to sales while a support article routes to service, with one script on the site and one widget in the panel.
Questions people ask
Does the agent need anything new to take a browser call?
No. The call arrives in the agent's existing queue and is answered in the Genesys Cloud desktop like any other call. The TrueEngage Agent App adds the visitor's page, history and pre-interaction form data next to it.
Is the call recorded?
Yes, under the recording policy already applied to the queue in Genesys Cloud. TrueEngage does not store the media.
Does click to call work inside a mobile app?
Yes, on the Advanced and Ultimate tiers. The widget loads in an iOS or Android WebView and routes to the same queues.