Authentication Flow

Genesys Web Services 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).
• If successful, the user get authenticated and execution flow proceeds to the authorization stage.
• If authentication headers are not present or authentication fails, 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.
• If successful, user is authenticated and execution flow proceeds to the authorization stage.
• If authentication headers are not present, CME authentication is disabled, or authentication fails, execution flow proceeds to the next step.

Case 3 - Genesys Web Services/HTCC Authentication

• Enters here if a request contains basic authentication header.
• If successful, user is authenticated and execution flow proceeds to the authorization stage.
• If authentication headers are not present or authentication fails, execution flow proceeds to the next step.

Case 4 - Security Assertion Markup Language (SAML) Authentication

• Enters here if SAML is enabled and configured.
• An attempt is made to authenticate user going through various scenarios (Case 1 or Case 2).
• If case of failure, user receives an anonymous authentication. User will only be given access to unprotected endpoints.