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  • 1.  How to detect "Call Screener Analysis Results" via WebSocket Notifications topics data

    Posted 21 days ago

    Hi Team,

    We are looking for a way to identify when a call connected to an agent has been flagged as an Apple Call Screener.

    Per the <response-element class="" ng-version="0.0.0-PLACEHOLDER"></response-element>Genesys Cloud Documentation (https://help.genesys.cloud/articles/create-call-analysis-response/)<response-element class="" ng-version="0.0.0-PLACEHOLDER"></response-element>, when a call is identified as a screener, it can still be routed to an agent. Our goal is to show a specific pop-up/notification within our custom client application (built with Vue.js using the Platform and WebRTC SDKs) to alert the agent that they are connected to a call screener.

    Currently, we are monitoring the following notification topics for the agent:

    • v2.users.${id}.routingStatus

    • v2.users.${id}.conversations

    • v2.users.${id}.presence

    While we receive conversation updates, we haven't found a specific attribute in the conversation payload that distinguishes a Call Screener from a standard customer interaction.

    My Questions:

    1. Is the callAnalysisResult/disposition.analyzer (or a similar attribute) exposed in the v2.users.${id}.conversations notification topic?

    2. If not, is there a specific participant attribute or a different notification topic we should be subscribing to in order to detect the Call Analysis result in real-time?

    3. What is the recommended way to bridge the Call Analysis Result from the trunk/campaign level down to the Agent's conversation state and notification data?

    Any guidance or examples would be greatly appreciated.

    Thanks

    Anil M


    #Architect
    #PlatformSDK

    ------------------------------
    Anil Mallula
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  • 2.  RE: How to detect "Call Screener Analysis Results" via WebSocket Notifications topics data

    Posted 21 days ago
    Edited by Phaneendra Avatapalli 21 days ago

    Hi Anil,

    You may want to check this related thread:
    https://community.genesys.com/discussion/latest-media-tier-update-re-ios-call-screening-phase-1-support

    From that discussion, the analyzer value to look for appears to be:

    recording.ivr.callscreener

    This is available in Analytics conversation details (e.g. dispositionAnalyzer), not in the real-time v2.users.{id}.conversations notification topic.

    So it can help confirm detection, but may not support a real-time popup.

    Hope this helps and someone might add a different approach.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 3.  RE: How to detect "Call Screener Analysis Results" via WebSocket Notifications topics data

    Posted 20 days ago

    Hi Phaneendra,

    Thank you for your response. While doing some research on Call-Screener, I got a chance to go through the mentioned thread earlier and as you mentioned, I did not find any notification topic which will help me with realtime notification.

    I m hoping Genesys will come up with some work-around to address this.

    Thanks

    Anil M



    ------------------------------
    Anil Mallula
    ------------------------------

    Original Message


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