Genesys Cloud CX

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  • 1.  Getting IP address when users log in

    Posted 03-25-2021 12:36
    Is there any way to get the IP address of users that log into Genesys Cloud for auditing and fraud prevention?

    #PlatformAdministration

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 2.  RE: Getting IP address when users log in

    Posted 03-25-2021 14:29
    I'd be interested in this too, for troubleshooting so would need to see this in a view.  Might need an idea raised if there's no API that might already grab it.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Getting IP address when users log in

    Posted 05-12-2022 02:23
    Curious, Robert.  How did you get on with this?

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    Vaun McCarthy
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  • 4.  RE: Getting IP address when users log in

    Posted 06-04-2022 08:28
    Hi Vaun,

    I am using the EventBridge to grab IP addresses, failed login attempts and a some other stuff.


  • 5.  RE: Getting IP address when users log in

    Posted 06-04-2022 19:26
    Thanks Paulo, admittedly I haven't ever really looked at Eventbridge.  Which topic includes IP address info?  Are you just feeding this into a Lambda for logging or doing something else with that info?

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    Vaun McCarthy
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  • 6.  RE: Getting IP address when users log in

    Posted 06-04-2022 19:47
    Hi Vaun,

    You need to add v2.audits.entitytype.

    I send the info to cloudwatch and then pass it to an S3 bucket so other systems can use it.


  • 7.  RE: Getting IP address when users log in

    Posted 06-05-2022 01:33
    Thanks Paulo, that works perfectly - much appreciated.

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    Vaun McCarthy
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  • 8.  RE: Getting IP address when users log in

    Posted 06-06-2022 13:56
    Our customers audit contact center traffic, including user login IP, based on Network Traffic Analysis.

    It is done by sending mirrored traffic from contact center to our Traffic Analytic Cloud, using VXLAN connectivity.

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    Joseph Cheng
    Prilink Ltd
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  • 9.  RE: Getting IP address when users log in

    NEW MEMBER
    Posted 4 days ago
    @Paulo Mesquita do not use I have two questions, we have a different use-case we want to track the IPs to trace call drops due to network issues and reach the agents. From previous posts I found that there is no API to return the agent IP address. I added  v2.audits.entitytype event to the event bridge and tried to test.
    1. I didn't see the remoteIP when I logged in to the WebRTC phone, the remoteIP was populated when I enabled myself on the queue. Does remoteIP is only populated when you log onto the queue?​
    2. I am on company VPN, when I did ping to the remoteIPs the ping didn't work. I didn't see my IP on that list. What are the IPs in remoteIP list?
    Please let me know if I am not clear.

    Thanks.

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    Subhankar De
    The Vanguard Group, Inc.
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