Genesys Cloud - Developer Community!

 View Only

Sign Up

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

    Posted 4 hours 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
    ------------------------------


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

    Posted 4 hours ago
    Edited by Phaneendra Avatapalli 3 hours 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


Related Content