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IP Address returned by v2.audits.entitytype

  • 1.  IP Address returned by v2.audits.entitytype

    Posted 06-05-2025 19:07

    De_Subhankar | 2022-11-29 15:23:22 UTC | #1

    Hello,

    We have a use-case to track the IPs to trace call drops due to network issues and reach the agents to triage the issue. From a previous posts I found that there is no API to return the agent IP address. I added v2.audits.entitytype event to the event bridge to test.

    1. I didn't see the remoteIP when I logged in to the WebRTC phone, the remoteIP was populated when I enabled myself on the queue. Does remoteIP is only populated when you log onto the queue?​
    2. I am on company VPN, when I did ping to the remoteIPs the ping didn't work. I didn't see my IP on that list. What are the IPs in remoteIP list and how those IPs are generated?

    Thanks.

    Eos_Rios | 2022-11-29 16:15:06 UTC | #2

    remoteIp - List of IP addresses of systems that originated or handled the request..

    Networking 101 - Assuming your employees are connecting to Genesys as an internet application the IP address all Genesys should see for each of your users is the IP address those users route external internet traffic on/as, not your individual internal NAT/VPN addresses.

    Example: Bob is Call Center 1 in Denver Alice is Call Center 2 in Ohio

    Rather than seeing Bob or Alice's individual internal IPs I'd expect to see the ISP assigned IP addresses of the session border controller for Denver or Ohio respectively, because those are what the outside world see all agents in Denver and Ohio as being. Only the internal network knows what internal IPs they had unless you use a clientside tech to upload that somewhere.

    De_Subhankar | 2022-11-29 17:22:48 UTC | #3

    Thanks! Is there a way to capture the agent's IP address irrespective how Genesys looks at it.

    Eos_Rios | 2022-11-29 18:27:25 UTC | #4

    Not natively I suspect. You'd have to develop something that either captured it internally, or used an embedded client or similar to find the information from the local machines and attach it to a record somewhere (like the agent participant attributes). It'd all be fairly manual.

    If I were designing it for my environment I'd probably have salesforce capture it along with the asset tag of the machine since our internal IP addresses are dynamic.

    system | 2022-12-29 18:27:57 UTC | #5

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 17425



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