Genesys Cloud - Developer Community!

Hi Takayuki,

To clarify, incoming event notifications are not automatically sent to your SDK's event handler via the Edge server simply by initializing the SDK.

Here's the process you need to follow:

1. Establish a Notification Channel: First, you need to use the SDK to explicitly create a notification channel using the postNotificationsChannels method of the notificationsApi. This establishes a persistent WebSocket connection directly between your client application and the Genesys Cloud notification service.
2. Subscribe to Topics: Once the WebSocket channel is open and ready, you must use the SDK's notification methods (like postNotificationsChannelSubscriptions) to subscribe to the specific event topics you are interested in (e.g., agent presence updates, conversation events etc.).
3. Receive Notifications: After subscribing, Genesys Cloud will start pushing notifications for those specific topics over the established WebSocket connection whenever relevant events occur.
4. Handle Notifications: Your custom application needs to implement event handlers using the SDK to listen for these incoming WebSocket messages and process them accordingly based on your application's logic.

The Edge server is primarily involved in handling media streams (like voice RTP), while these platform-level event notifications are delivered directly from the Genesys Cloud platform services via the WebSocket connection you establish.

You can find the list of available topics you can subscribe to here: Available topics

And here's a helpful example showing how to subscribe to queue conversation notifications using the Javascript SDK: Subscribe to Queue.

Hope this helps!

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Orhun Sahin
Software Development Engineer
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