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Feasibility of Direct WebRTC Calls from Genesys Cloud to a Native Mobile App (iOS/Android)

  • 1.  Feasibility of Direct WebRTC Calls from Genesys Cloud to a Native Mobile App (iOS/Android)

    Posted 10 days ago

    Hello community,

    We are evaluating a solution and would like to confirm whether the following architecture is supported by Genesys Cloud.

    Our requirement is to establish a direct voice call from Genesys Cloud to a native iOS/Android application using WebRTC, without using the PSTN or any external telephony infrastructure.

    Proposed Architecture

    • An agent places a call from Genesys Cloud.
    • The destination is a native mobile application (iOS/Android), not a telephone number.
    • The mobile application receives an incoming VoIP Push Notification:
      • iOS: PushKit + CallKit
      • Android: Firebase Cloud Messaging (FCM) + ConnectionService (or the Android equivalent)
    • Once the user answers the call, the application establishes a native WebRTC session directly with Genesys Cloud.
    • The media should flow over WebRTC (SRTP) without traversing the PSTN.

    Requirements

    • No BYOC.
    • No external SIP Gateway.
    • No SBC.
    • No WebRTC-to-SIP transcoding server.
    • No third-party telephony infrastructure.
    • Pure WebRTC communication between Genesys Cloud and the native mobile application.
    • Customer doesn't have a Genesys Cloud account (external user)

    The mobile application would implement its own native WebRTC stack and use the platform-native VoIP calling frameworks (PushKit/CallKit on iOS and the Android equivalents).

    Questions

    1. Does Genesys Cloud provide a supported API or SDK that allows a third-party native mobile application to register as a WebRTC endpoint?
    2. Is there a supported mechanism for establishing a direct WebRTC session between Genesys Cloud and a custom mobile application?
    3. Can a custom application receive an incoming call from Genesys Cloud without relying on BYOC, SIP infrastructure, or the official Genesys Cloud client?
    4. If this architecture is not supported, what is the recommended approach for enabling direct voice communication between Genesys Cloud and a custom native mobile application while avoiding the PSTN?

    We would appreciate any guidance on whether this architecture is currently supported or if there are recommended alternatives.

    Thank you.


    #Uncategorized

    ------------------------------
    Cristian Rojas
    Gerente de Consultora, Arquitecto Genesys
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