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Hi All,

I'm looking for an appropriate Genesys Cloud notification topic(s) and hope you can help out with your experience and expertise.

The notification topic would generate call events for the following conditions:

1. a call is presented to an agent (eg. EventRinging, alerting)
2. a call is connected to the agent (eg. EventEstablished, connected)
3. a call is disconnected, either by the calling party or the agent) ... (eg. EventReleased, disconnected)
4. a consult call from AgentA to AgentB is completed, so that all 3 parties (caller, AgentA, AgentB) are conferenced together (eg. EventPartyChanged)

... additionally, the notification topic(s) would need to be accessible via Event Bridge.

 On receiving these events, a 3rd party application could process them as desired (eg. screenpop another application).

In Genesys Cloud, I can see that the following web socket notification topic, will provide most/all of the required data, but I need a topic that will work with Event Bridge:

• topic:  v2.users.{id}.conversations.calls
  • looking at response attributes, {purpose, state}, we can determine the actor (eg. customer, agent, ivr, acd, etc.) and the state (eg. alerting, connected, disconnected, etc.).
• but as mentioned, this topic works for web socket, but not Event Bridge.

Any and all thoughts and help are appreciated.

Thanks

Jim

...

The Websockets notifications for conversations that you note were, essentially, determined to be way too chatty for EventBridge and are not included.

You can get some of what you want using the various .start and .end topics, like v2.detail.events.conversation.{id}.user.start/end for when a user connects to or disconnects from a conversation 

Hi All,

I'm looking for an appropriate Genesys Cloud notification topic(s) and hope you can help out with your experience and expertise.

The notification topic would generate call events for the following conditions:

1. a call is presented to an agent (eg. EventRinging, alerting)
2. a call is connected to the agent (eg. EventEstablished, connected)
3. a call is disconnected, either by the calling party or the agent) ... (eg. EventReleased, disconnected)
4. a consult call from AgentA to AgentB is completed, so that all 3 parties (caller, AgentA, AgentB) are conferenced together (eg. EventPartyChanged)

... additionally, the notification topic(s) would need to be accessible via Event Bridge.

 On receiving these events, a 3rd party application could process them as desired (eg. screenpop another application).

In Genesys Cloud, I can see that the following web socket notification topic, will provide most/all of the required data, but I need a topic that will work with Event Bridge:

• topic:  v2.users.{id}.conversations.calls
  • looking at response attributes, {purpose, state}, we can determine the actor (eg. customer, agent, ivr, acd, etc.) and the state (eg. alerting, connected, disconnected, etc.).
• but as mentioned, this topic works for web socket, but not Event Bridge.

Any and all thoughts and help are appreciated.

Thanks

Jim

...