Olá @Nadir Isaacs, saudações do Brasil!
Based on your requirements, there are two viable architectural approaches, depending on whether you want a true agent-driven click-to-call experience or a campaign-driven outbound model.
Option 1: Embeddable Agent Workspace
For scenarios where the outbound call must be:
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initiated by the user,
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handled by the same user,
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fully tracked in Genesys Cloud,
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and controlled directly from the web application,
the cleanest approach is to embed the Genesys Agent Workspace (or outbound script) using the Embeddable Framework.
In this model, your third-party application passes context (such as the MSISDN) to the embedded agent experience, while Genesys Cloud natively handles call control, media, routing, and interaction history. This avoids the complexity of managing call state via APIs and aligns with standard agent-assisted outbound patterns.
Option 2: Outbound Campaign–driven model
Another possible approach is to drive the call via Outbound Campaigns:
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The third-party application injects a contact into an Outbound Contact List via API.
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The contact record includes the Genesys userId of the intended agent (for example, targetAgentId), and all other data that you want.
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The campaign dials the contact.
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In the outbound flow, you read targetAgentId from the contact data, using the apis, and apply routing logic to deliver the call to that specific agent, while the Agent Workspace is embedded in the third-party application.
This approach works well if you want to leverage outbound capabilities such as pacing, retry rules, compliance controls, and reporting. However, it introduces a campaign-driven behavior, which may not feel like an immediate click-to-call depending on the dial mode and campaign configuration.
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If the goal is direct, immediate, agent-initiated outbound, embedding the Agent Workspace is usually the simplest and most robust solution.
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If the use case benefits from Outbound Campaign governance and controls, injecting contacts into a campaign and targeting the agent via contact data is a viable alternative, with some trade-offs in timing and behavior.
Both approaches keep interaction history and traceability fully within Genesys Cloud; the choice depends mainly on the desired user experience and operational model.
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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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