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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

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.

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Phaneendra
Technical Solutions Consultant
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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