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  • 1.  Audiohook Amazon EventBridge and Genesys Cloud CX

    Posted 11-09-2023 03:13

    Our team is trying to connect our own product (customer centre system) on AWS and Genesys Cloud CX via Audiohook (Amazon EventBridge),
    but we are having trouble getting correct event topic information from Audiohook when a call starts.

    We initially chose{id}.user.start topic from Audiohook Amazon EventBridge Source to detect whether a call start .
    However, we eventually found out that when an inbound call happen, the topic comes when RTC starts to ring, not when an agent actually pick up the call.

    Things gets worse when there are multiple agents in the queue. If agent A refuse to pick the call and agent B picked it,
    Our system believe agent A picked the call, because the RTC initially rang at agent A, and moved to agent B.

    Is there any way to detect if an agent refused the call, or is there any event topic that detects when an agent actually picked up the call.

    Thanks in advance.


    Saika Kure
    NTT TechnoCross Corporation

  • 2.  RE: Audiohook Amazon EventBridge and Genesys Cloud CX

    Posted 11-21-2023 23:05

    That would be a problem with the conversations topic.  Perhaps you should consider the User..Presence or the User.RoutingStatus instead.  That would look at the users and you could then look for Idle to Interacting change or other status.


    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Audiohook Amazon EventBridge and Genesys Cloud CX

    Posted 11-27-2023 20:03

    Thank you for the comment.

    By using User.RoutingStatus, We were able to detect when the user rejected the call and when they started interacting with the call.
    But we could not detect which call (which conversationId) do they reject or interact with.
    Is there any way (any topic) to find out the conversationId?

    Saika Kure
    NTT TechnoCross Corporation

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