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Get notifications/alerts for voice interactions

  • 1.  Get notifications/alerts for voice interactions

    Posted 06-05-2025 18:06

    gefil | 2020-10-15 09:10:00 UTC | #1

    I'm trying to figure out in the documentation how I could build a listener for new voice interactions. Does anyone know if WebRTC SDK is the only way to do this? I need my application to know almost real-time when a new voice interaction is taking place. I'm currently lost with the API Client documentation.

    Thanks in advance...

    John_Carnell | 2020-10-15 13:57:40 UTC | #2

    Hi George,

    Are you just trying to understand when a new voice call has been received by an agent? One area I would you recommend looking at is our notifications API. We publish a wide variety of events about activity going on within our Genesys Cloud using this mechanism. This notification happens over a WebSocket and comes in the form of a JSON payload.

    1. Here is the page on notifications: https://developer.mypurecloud.com/api/rest/v2/notifications/notification_service.html
    2. Specifically, you might want to look at this topic: v2.routing.queues.{id}.conversations.calls. This will allow you to see specific call activity associated with a specific topic.
    3. We encourage customers to use the notifications API over the direct APIs when looking to get near-time data results because it significantly cuts down on the amount of API calls they have to make. A lot of time customers will use a polling-style approach to retrieving data and this leads to excessive API consumption.

    I hope that helps.

    Thanks, John

    gefil | 2020-10-26 08:06:48 UTC | #3

    Hi John,

    my apologies for forgetting to thank you since last week. Your answer was actually to the point and offered me the solution I was searching for. I've used the Notifications API and a Websocket client to receive the produced events. The topic that suited more with my case was the "v2.users.{id}.conversations.calls".

    I really thank you for your prompt response!

    Regards George

    John_Carnell | 2020-10-26 12:37:26 UTC | #4

    Hi George,

    Awesome. I am glad that helped. Thanks for the message, it was a great way to start a Monday :).

    Thanks, John Carnell Manager, Developer Engagement

    system | 2020-11-26 12:37:27 UTC | #5

    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: 9083



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