Stuck on a problem and need help troubleshooting a weird interaction between the WFM shift swap module and the WebRTC softphone. When agents approve a swap in the self-service portal, their session state updates correctly in the admin view, but the softphone fails to re-register or reconnect to the media server. The error log shows a 403 Forbidden from the signaling endpoint immediately after the swap confirmation webhook fires.
“Upon schedule change confirmation, the client SDK should trigger a graceful re-registration to maintain session continuity without dropping active interactions.” - Genesys Cloud WFM Integration Guide
We are using the latest version of the CXone JavaScript SDK. The issue seems isolated to the CTI component, as the agent remains logged in for non-voice tasks. I checked the Architect flow for any conditional routing based on shift start times, but nothing triggers a disconnect. The timezone is set to America/Chicago, and the swap crosses a midnight boundary, which might be causing the session token to expire prematurely. Has anyone seen this specific 403 error during WFM-driven state changes? We need a workaround before the next weekly publish.