Overview

Genesys Cloud is the contact centre platform that routes video verification calls to agents. It provides:

• Call queuing - routes inbound SIP calls from Pexip to available agents
• Agent desktop - hosts the Agent App Interaction Widget
• Workforce management - agent scheduling, presence, and capacity
• Notification system - real-time events consumed by the Agent App widget

How it fits together

graph LR
    subgraph Pexip Infinity
        CONF[Conference Node]
    end

    subgraph Genesys Cloud
        SBC[SIP Trunk<br/>cac1 region]
        QUEUE[Queue<br/>SBC_VBV]
        AGENT[Agent Desktop]
        WIDGET[Interaction Widget<br/>Agent App]
    end

    CONF -->|SIP INVITE<br/>auto-dial| SBC
    SBC --> QUEUE
    QUEUE -->|Route to available agent| AGENT
    AGENT --> WIDGET
    WIDGET -->|WebRTC video-only| CONF

Call flow

1. Citizen joins a Pexip conference room (via BCSC app)
2. The room’s automatic participant triggers a SIP INVITE to Genesys
3. Genesys routes the call through the configured queue (e.g., SBC_VBV_TEST)
4. An available agent’s desktop rings
5. Agent answers - audio is handled via the SIP path through Genesys
6. The Agent App widget loads and connects the agent’s video via WebRTC directly to Pexip

Audio vs video paths

Media	Path	Protocol
Audio	Citizen → Pexip → Genesys SIP → Agent headset	SIP/RTP
Video	Citizen → Pexip ← Agent (via widget)	WebRTC

Audio travels through Genesys (enabling hold, mute, recording). Video is peer-to-peer via Pexip (Genesys never touches the video stream).

Organizations

Organization	Purpose	Region
maximuscanada	Production + UAT	cac1 (Canada)
maximuscanada-dev	Internal development	cac1 (Canada)

Access: https://apps.cac1.pure.cloud/

Queues

Queue Name	Environment	Purpose
SBC_VBV_PROD	Production	Live citizen calls
SBC_VBV_TEST	Test	Integration testing (IDIM DEV/SIT/QA)
SBC_SK_VIDEO_CHAT_IDIM	Production	Saskatchewan video chat queue

Key integrations configured in Genesys

Integration	Type	Purpose
Agent App Widget	Interaction Widget	Embeds video in agent desktop
OAuth Client (Implicit Grant)	OAuth	Agent App authentication
SIP Trunk	External Trunk	Receives calls from Pexip
Data Actions	Web Services	(Future) API callbacks

Prerequisites for Genesys configuration

Changes to Genesys Cloud configuration require:

• Admin role in the appropriate organization
• Understanding of the queue/skill/routing architecture
• Coordination with Maximus workforce management for agent skill assignments