Genesys Cloud - Main

Hello All- Recently we have experienced a potential security breach in our environment. To mitigate the same Client is looking for a customized alert system which will send a notification to any international outbound call that has a talk time more than 30 minutes. Please let me know if anybody has any idea how we can implement a customized alert system.

There might be some AppFoundry products that does this more cleanly.

And I haven't had to do this myself so this is purely theory crafting on my part:

If all international calls are made on behalf of the same queue, then you can just use the standard alerts in performance workspace to setup an alert for when duration is greater than 30 minutes. 

Otherwise one option would be to use the event triggers (or amazon event bridge) to trigger for outbound calls would be to In the workflow, check if it is an international number, if it isn't end the workflow. If it is delay/wait 30 minutes, check if the conversation is still active, if it is, send notification.  Workflows have a Send Notification Action that will send an email to any user you want.

There might be other better ways to do it, but that is my two cents.

Hello All- Recently we have experienced a potential security breach in our environment. To mitigate the same Client is looking for a customized alert system which will send a notification to any international outbound call that has a talk time more than 30 minutes. Please let me know if anybody has any idea how we can implement a customized alert system.

Thank you Anton for the ideas. we do not have an outbound queue. if we create even triggers using workflow, will it work for any international calls automatically or we have to configuration level mapping with outbound route.

There might be some AppFoundry products that does this more cleanly.

And I haven't had to do this myself so this is purely theory crafting on my part:

If all international calls are made on behalf of the same queue, then you can just use the standard alerts in performance workspace to setup an alert for when duration is greater than 30 minutes. 

Otherwise one option would be to use the event triggers (or amazon event bridge) to trigger for outbound calls would be to In the workflow, check if it is an international number, if it isn't end the workflow. If it is delay/wait 30 minutes, check if the conversation is still active, if it is, send notification.  Workflows have a Send Notification Action that will send an email to any user you want.

There might be other better ways to do it, but that is my two cents.

Hello All- Recently we have experienced a potential security breach in our environment. To mitigate the same Client is looking for a customized alert system which will send a notification to any international outbound call that has a talk time more than 30 minutes. Please let me know if anybody has any idea how we can implement a customized alert system.