HTCC Authentication Flow

HTCC authentication is performed in the following sequence:

Case 1 - Salesforce Authentication

• Enters here if a request contains two specific headers (Salesforce Session ID and Salesforce Identity URL).
• In case of success, the user get authenticated and execution flow proceeds to the authorization stage.
• If there are no such headers or authentication fails at this step, execution flow proceeds to the next step.

Case 2 - Configuration Server (CME) Authentication

• Enters here if a request contains basic authentication header and CME authentication is enabled for this contact center.
• In case of success, the user get authenticated and execution flow proceeds to the authorization stage.
• If there is no basic authentication header, or CME authentication disabled, or authentication fails at this step, execution flow proceeds to the next step.

Case 3 - Genesys Web Services/HTCC Authentication

• Enters here if a request contains basic authentication header.
• In case of success, the user get authenticated and execution flow proceeds to the authorization stage.
• If there is no basic authentication header or authentication fails at this step, execution flow proceeds to the next step.

Case 4 - Security Assertion Markup Language (SAML) Authentication

• Enters here if SAML is enabled and configured.
• Attempt is made to authenticate a user going through various scenarios (Case 1 or Case 2).
• If case of failure, this user gets an anonymous authentication which means that this user will only be given access to unprotected endpoints.