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  • 1.  Placing calls using cloud credentials / Authorized User option?

    Posted 03-09-2026 10:06

    Hi, 

    setup: 

    PC1 - Agent Workspace OP1
    PC2 - Agent Workspace OP2
    Server - my program that uses Genesys API

    I am struggling to write a program that would allow me to use one API app to place / answer calls for multiple agents I would have an agent logged in on PC1 and I would like to remove place that agent on hold, or disconnect the call. The issue is that I would like to do it for multiple agents. Think of something like Platform SDK in Genesys Engage, where you could just control all of the extensions from one point. The issue I am having is that the cloud credentials are operating in a system context and this prevents me from placing calls  using API on behalf of an agent, for example. ChatGPT claims I can add  an "Authorized User" to the cloud credentials, but for the life of me I cannot find this option anywhere.

    I do not like other authentication methods because they require me to physically log in for each agent I want to control . Is there a way to just have one super system key that would allow me to issue API calls which would allow me to place and disconnect calls on behalf of the agents?


    #Integrations
    #PlatformAPI

    ------------------------------
    Amit Abdul
    CEO
    ------------------------------


  • 2.  RE: Placing calls using cloud credentials / Authorized User option?

    Posted 03-09-2026 13:19

    Hello,

    Chat GPT is likely confused. Authorized User is something different.

    I had not noticed this endpoint in the past but it seems it is now possible to place a call on behalf of a user (the endpoint appears to support a Client Credentials Grant OAuth token) -> POST /api/v2/conversations/calls/user/{userId}

    Regards,



    ------------------------------
    Jerome Saint-Marc
    Senior Development Support Engineer
    ------------------------------



  • 3.  RE: Placing calls using cloud credentials / Authorized User option?

    Posted 03-11-2026 21:47

    This is brilliant! It tried it and it worked: /conversations/calls/user/{userId} does place a call using the client credentials. Thank you!

    But it does not work for answering / hold / retrieve / disconnect . Can we do it?



    ------------------------------
    Amit Abdul
    CEO
    ------------------------------

    Original Message


  • 4.  RE: Placing calls using cloud credentials / Authorized User option?

    Posted 03-12-2026 10:36

    There seems to be also this ConversationsApi Endpoint, mentioning "on behalf":

    PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId}/user/{userId}

    I assume it might work for hold/retrieve and possibly disconnect.

    I don't think it will work for answering a call, when WebRTC endpoint is used on agent's side.

    Regards,



    ------------------------------
    Jerome Saint-Marc
    Senior Development Support Engineer
    ------------------------------

    Original Message


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