WebRTC phone vs managed phone — which base settings for BYOD agents

Administration
1 
# Terraform - Parallel Run SIP Routing
resource "genesyscloud_telephony_providers_edges_trunk" "parallel" {
  name = "PureConnect-Parallel-Trunk"
  trunk_type = "EXTERNAL"
  trunk_base_settings_id = data.genesyscloud_trunk_base.byoc.id
}

# Route overflow from GC back to PureConnect
resource "genesyscloud_routing_queue" "overflow" {
  name = "PureConnect-Overflow"
  default_script_ids = {}
}

Deploy a SIP tie line between PureConnect and GC. Route overflow calls bidirectionally.

2

Does the parallel run affect speech analytics accuracy?

If 50% of calls go through PureConnect (using Nuance ASR) and 50% through GC (using the native engine), our keyword detection models will produce inconsistent results. We can’t compare topic trends across two different speech engines during the overlap period.

3

From a Salesforce perspective, dual-login is manageable but requires careful CTI configuration.

Your Salesforce Open CTI adapter can only connect to one telephony provider at a time. During the parallel run, agents need two browser tabs - one for the PureConnect CTI and one for the GC Embeddable Framework. The screen pop logic must detect which system delivered the call and trigger the appropriate Apex handler.

4

There is no operator precedence bug. Architect evaluates AND before OR, which is standard boolean logic.

Your expression (A AND B) OR C evaluates correctly. But if you wrote A AND B OR C without parentheses, Architect interprets it as (A AND B) OR C, which is actually the same thing.

The issue is likely in your data types. If isPremium is a String "true" instead of a Boolean true, the equality check fails silently.

5

We need to discuss how GC evaluates complex boolean expressions in Architect.

I built a condition: IF (skillLevel >= 8 AND queueWait > 30) OR (isPremium == true). The flow is not evaluating the OR branch correctly. Premium customers are being routed to the standard queue. Is there an operator precedence issue?