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Capture conversations that hit an organisation in realtime

  • 1.  Capture conversations that hit an organisation in realtime

    Posted 06-05-2025 18:18

    Darren_West | 2021-03-19 16:16:45 UTC | #1

    Hi,

    Is there a topic that we could subscribe to for all calls that hit our genesys organisation similar to v2.routing.queues.{id}.conversations?

    Thanks

    anon11147534 | 2021-03-22 09:12:49 UTC | #2

    Hi,

    v2.routing.queues.{id}.conversations.calls should be used for that. There doesn't appear to be an organisation-wide way of doing subscribing to all calls so you'll have to subscribe to each individual queue. You can see a list of available topics here: https://developer.mypurecloud.com/api/rest/v2/notifications/available_topics.html.

    Darren_West | 2021-03-23 14:26:19 UTC | #3

    Thanks for getting back to me.

    I thought about subscribing to all the queues but that means I will miss any conversations that do not reach a queue. For example if someone hangs up while in an IVR flow. Is there anyway to capture these conversations?

    Thanks

    anon11147534 | 2021-03-23 14:34:34 UTC | #4

    True, I hadn't thought of that scenario. You could use Data Actions in Architect for calls while they're in the IVR.

    Please feel free to use our ideas portal to outline your use case and request organization-wide conversation notifications.

    Becky_Powell | 2021-03-23 14:51:54 UTC | #5

    Hi Darren, we are currently working on a new event type to capture key conversation lifecycle events - including the event you describe above. We will publish this new event type via our EventBridge integration. If you are interested, I'd love to add you to our beta and get your validation and feedback. Please email me at becky.powell@genesys.com if you're interested!

    Darren_West | 2021-03-23 16:32:08 UTC | #6

    Thanks I will email. Do you have any documentation around what lifecycle events, for instance are there events such as Call started, Call ended?

    Becky_Powell | 2021-03-23 17:50:39 UTC | #7

    We have not yet documented the lifecycle events, as they are still being developed, but I can share the plan in more detail with you via email.

    system | 2021-04-23 17:50:42 UTC | #8

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 10336



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