Hey everyone, I’ve run into a really strange issue with the Genesys Cloud softphone initialization during our Zendesk-to-GC migration. In Zendesk Talk, agents just clicked ‘call’ and it worked via the plugin. Here, the softphone icon stays grayed out, and the browser console throws a 401 Unauthorized error when hitting the /api/v2/users/me/telephony/users endpoint. The agents are authenticated in the UI, so the token seems valid, but the telephony service rejects the handshake. This feels like a permissions sync issue similar to how Zendesk API tokens sometimes lag behind user role updates.
- Verified that the agents have the
Telephonycapability enabled in their User Profiles, matching the Zendesk Agent role permissions. - Cleared cache and tested in incognito mode to rule out stale session tokens, but the 401 persists.
Is there a specific delay or manual step required to activate telephony permissions after migrating user data from Zendesk? The migration script ran successfully, but the telephony endpoints seem to be checking a different attribute.