kylecarter | 2022-04-21 16:32:05 UTC | #1
We currently extract call records (recordings/metadata) on a daily basis for ingestion into a speech analytics application. All inbound calls for this customer are handled by a bot/ivr, and outbound calls are made manually by users. We had no issues with the integration until about 3/14 when we no longer were able to see any records for the outbound (user driven) traffic. We are still able to extract all records for inbound (bot) calls.
I'm stumped.
Our process is below. Any guidance would be greatly helpful.
process to retrieve recordings:
- get access token, END-POINT -> POST {{auth_url}}/oauth/token
- Get conversationids, END-POINT -> POST {{apiurl}}/api/v2/analytics/conversations/details/query
- Get recordingmetadata, END-POINT -> POST {{apiurl}}/api/v2/conversations/<conversationid>/recordingmetadata, this returns recording_id and other metdata
- Create batch request using conversationid & recordingid, END-POINT -> POST {{api_url}}/api/v2/recording/batchrequests
This end-point returns a job_id.
- Get batch request's result by jobid, END-POINT -> GET {{apiurl}}/api/v2/recording/batchrequests/<job_id>,
if the expectedResultCount is 1 but the resultCount is 0, retry(after sometime) until both values are the equal, then grab the resultUrl from the results array.
Thanks!
tim.smith | 2022-04-21 16:46:28 UTC | #2
It could have to do with the permissions and/or divisions configured for the client credentials. There's no way for us to investigate this publicly though as we cannot access/transmit customer data or configuration via the forum. If you've reviewed your permissions and divisions configurations and believe everything to be correct, please open a case with Genesys Cloud Care to investigate the missing data.
kylecarter | 2022-04-21 17:31:29 UTC | #3
Appreciate that. We have a supplier managing the Genesys deployment, so I wouldn't be shocked if a change was made there. I'll reach out and see what the response is. Thanks so much for the quick reply.
KC
kylecarter | 2022-04-21 17:41:26 UTC | #4
tim.smith, post:2, topic:14407, full:true
It could have to do with the permissions and/or divisions configured for the client credentials. There's no way for us to investigate this publicly though as we cannot access/transmit customer data or configuration via the forum. If you've reviewed your permissions and divisions configurations and believe everything to be correct, please open a case with Genesys Cloud Care to investigate the missing data.
Tim - working on this. In the interim, do you see any other issues with the string of queries we are using to get this data? I want to make sure I have all our bases covered.
KC
tim.smith | 2022-04-21 17:51:47 UTC | #5
There's not enough information in this post to evaluate anything. I don't know the query you made, but even if I did, I don't have access to your data to see what the query should or shouldn't match. From my position, it's impossible for me to say if you're doing something wrong (or right). Only Care has access to assess that. But if this was working for you and then it suddenly stopped and you didn't change anything at all, it's unlikely to be your query that's the problem.
system | 2022-05-22 17:52:39 UTC | #6
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: 14407