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How to Identify Endpoint Objects (Phone, Extension, or Station) in Genesys Cloud Conversations?

  • 1.  How to Identify Endpoint Objects (Phone, Extension, or Station) in Genesys Cloud Conversations?

    Posted 06-05-2025 19:27

    Ram | 2024-12-24 07:02:43 UTC | #1

    Hi Genesys Community,

    I’m trying to identify the endpoint objects (e.g., phone, extension, or station) used by a user during a Genesys Cloud conversation. Specifically, I want to understand how to determine if a call was answered using:

    1. A physical phone.
    2. A softphone/Genesys Cloud WebRTC station.
    3. An internal extension or external phone number.

    My Observations So Far

    1. Using the GET /api/v2/analytics/conversations/details API, I can retrieve the conversation details.

    Within the participants object, I see fields like dnis, ani, and address.

    1. However, I’m unclear on how to map these details to specific endpoint objects like:
    2. A user’s phone (physical device).
    3. A station configured in Genesys Cloud.
    4. An internal extension versus an external contact number

    Key Questions

    1. Which API or property can confirm whether the endpoint is a station, WebRTC client, or physical phone?
    2. How can I differentiate between an internal extension and an external number when examining conversation data?

    I couldn’t find a straightforward way to identify the endpoint object used during the call. Any guidance or examples would be greatly appreciated.

    Thank you!

    system | 2025-01-24 07:03:09 UTC | #2

    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: 30954



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