Context:
Trying to understand why the WebRTC softphone integration fails during our Zendesk-to-Genesys Cloud migration. We are mapping Zendesk voice tickets to Genesys Cloud telephony interactions. In Zendesk, voice was handled via a simple plugin, but in Genesys Cloud, we are using the WebRTC softphone for agent desktop. The migration script attempts to register the SIP endpoint for each agent, but it consistently throws a 403 Forbidden error when calling POST /api/v2/telephony/phone/numbers. The environment is Genesys Cloud EU-West. The script uses the genesys-cloud-nodejs-client-sdk version 2.5.0. We have verified that the agent accounts exist and have the correct role permissions in Genesys Cloud, mirroring the Zendesk agent group permissions.
Question:
Is there a specific permission or configuration step missing for WebRTC softphone registration that differs from standard SIP trunk setup? The error message is generic, providing no insight into the specific permission denied. We are comparing the Zendesk voice workflow to the Genesys Cloud telephony model, but the API response is blocking progress. Any advice on debugging this 403 error for WebRTC softphone mapping would be appreciated.