Context:
We are currently deploying a multi-tenant Premium App integration that leverages the Genesys Cloud WebRTC softphone capabilities for our partner organizations. The architecture utilizes the standard OAuth 2.0 flow with organization-specific tokens, and the application is hosted on AWS (US-West-2). We are observing a specific failure mode during the WebSocket handshake phase when the softphone attempts to establish a media session from within the embedded iframe context.
The issue manifests as a 403 Forbidden error returned by the /api/v2/telephony/users/me/webphone endpoint, specifically during the start action. This occurs intermittently, affecting approximately 15% of user sessions during peak load windows (typically 09:00 - 11:00 PST). The error payload includes the message: WebRTC access denied due to insufficient permissions or invalid scope.
We have verified that the OAuth tokens possess the correct scopes: webphone:read and webphone:write. The issue persists across multiple organizations, suggesting it is not tied to a specific tenant configuration but rather to how the request headers or session state are handled at the platform API gateway level. We are using the latest version of the Genesys Cloud JavaScript SDK (v2.3.1) and have ensured that the X-Genesys-Application-Id header is correctly populated in all outbound requests.
Question:
Has anyone encountered similar 403 responses during the WebRTC softphone initialization in a multi-tenant context? We are investigating whether this is related to rate limiting on the webphone endpoint or if there is a specific requirement for handling the webphone scope in cross-origin iframe scenarios. Any insights into the expected behavior of the WebSocket handshake under high concurrency would be greatly appreciated. We are also considering if the X-Genesys-Application-Id header might be interfering with the permission validation logic.