Genesys Cloud (formerly PureCloud)

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Call logs from Edge - BYOC

  • 1.  Call logs from Edge - BYOC

    Posted 08-13-2019 06:33
    Hi all,

    I am currently having difficulty getting Edge logs as the edge is managed by PureCloud Edge AWS but not us. Every time we do a test call and we want to see the logs, we have to raise a case at Customer Care and it will be a while before we can see the results of the test. How does anyone troubleshoot effectively with the logs being out of reach?

    Can anyone advise me on how to troubleshoot effectively with so little information being available to us partners?


    Jin Huey Boey
    ITApps Sdn Bhd

  • 2.  RE: Call logs from Edge - BYOC

    Posted 08-14-2019 02:59
    Assuming you are looking for call / interaction information, you can always use the API's to get call information via Developer tools. The way I do is to copy key call data in to attributes ( set attribute step ) in Architect and query the interaction ID using conversation API ( /api/v2/conversations/{conversationId} ). This gives you enough details to understand what happened in the call.

    Gomathi Vasagam