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We need clarification regarding the recommended approach and troubleshooting steps when integrating the PureCloudPlatform.Client.V2 SDK through a web proxy.
The main tool is third party collection software from where they are connected with Genesys Cloud.
We set up the OAth QCR - Code Authorization (Development process) that use Code authirization with proper Authorized redirect URIs and scopes setup

Initial analysis of the partner's implementation suggests that their SDK integration code appears correctly configured.

However, the connection issue persists whenever communication is routed through the customer's web proxy. The issue disappears entirely when bypassing the proxy.

Any assistance would be greatly appreciated.

Hi @Slobodan Cukalovic

Can you paste SDK client code that you have used to connect to the APIs via web proxy . By web proxy I assume you mean a forward proxy which just forwards the requests and not an API gateway where you need to do mapping of paths. 


we have good documentation on setting up proxy in our SDK readme. 

For example this is Java script sdk for setting up the proxy 

https://github.com/MyPureCloud/platform-client-sdk-javascript

const {HttpsProxyAgent} = require('hpagent')
const client = platformClient.ApiClient.instance;

agent = new HttpsProxyAgent({
  proxy: proxyUrl,
});
client.setProxyAgent(agent)

      Here are some troubleshooting steps that can be done.

• Make sure there is network conenction intact between proxy and Genesys Hosts.
• Check the logs in PROXY  , see the HTTP (OR https) request that is sent to Genesyscloud. Compare if there are any missing headers or the request protocol itself is modified as the error suggests. Check why the CONNECT request fails at Proxy.
• Do a sample curl from client's terminal , proxying the request and without proxying. (Just used login API as an example here.)
  curl -x http://{proxy-url}:8080 -H "Authorization: Bearer <token>" -H "Content-Type: application/json" -d '{""grant_type={}""}' https://{genesys-host}/oauth/token"
  
  If this returns 400 The plain HTTP request was sent to HTTPS port, the proxy is not handling the CONNECT method correctly.
  
  
  

pleas provide your SDK client connection code , so that we can help better. 

Hello @Venkata Hemanth Dogiparthi,

Thank you for your quick reply, I really appreciate your assistance.

We are currently working on an integration between our application and Genesys Cloud using the PureCloudPlatform.Client.V2 library, following instructions from the Genesys Cloud online documentation and relevant GitHub samples.

The integration operates as expected when our backend server communicates directly with Genesys Cloud (i.e., without a proxy). However, we encounter issues when a proxy is involved in the customer's environment. Specifically, while requests from our application successfully reach Genesys Cloud (evidenced by changes in routing status observable on the Genesys Web UI), the expected notifications (such as agent status changes or call status updates) fail to reach our application.

We suspect that the SDK handles proxy configuration by querying the server's OS settings, without the need for additional code. Nevertheless, we attempted to configure the NotificationHandler as per the methods mentioned in this GitHub repository. Note that the customer's proxy does not require authentication.

Unfortunately, none of our attempts have been successful.

Could you advise on whether additional coding is necessary to support proxy use in this context, or if specific proxy configurations are required? 
If proxy configuration is needed, could you inform us of which ports and addresses (or subdomains) the SDK requires to communicate freely with the server?

Below is an extract from our code:

clientApiClient = new ApiClient(apiBasePath); 
clientConfiguration = new Configuration(clientApiClient); 
clientConfiguration.AuthTokenInfo = new AuthTokenInfo() 
{ 
   AccessToken = token, 
   TokenType = "Bearer", 
   ExpiresIn = 3600, 
}; 

notificationsApi = new NotificationsApi(clientConfiguration); 

userMe = userApi.GetUsersMe(); 

notificationHandler = new NotificationHandler(notificationsApi, http://proxy.loc:8080); 
notificationHandler.AddSubscription($"v2.users.{userMe.Id}.routingStatus", typeof(UserRoutingStatusUserRoutingStatus)); 
notificationHandler.AddSubscription($"v2.users.{userMe.Id}.conversations.calls", typeof(ConversationCallEventTopicCallConversation)); 
notificationHandler.AddSubscription($"v2.users.{userMe.Id}.conversations.callbacks", typeof(ConversationCallbackEventTopicCallbackConversation)); 
notificationHandler.AddSubscription($"v2.users.{userMe.Id}.activity", typeof(AgentActivityChangedTopicAgentActivity)); 
notificationHandler.AddSubscription($"v2.users.{userMe.Id}.presence", typeof(PresenceEventUserPresence)); 

Any advice you could provide would be invaluable to us.

Kind regards,

Slobodan

const {HttpsProxyAgent} = require('hpagent')const client = platformClient.ApiClient.instance;agent = new HttpsProxyAgent({  proxy: proxyUrl,});client.setProxyAgent(agent)