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Torben Hedemann B. Eriksen

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AMD and early media detection on preview campaigns

Posted By Torben Hedemann B. Eriksen 03-31-2026 05:53
Found In Egroup: Genesys Cloud - Main \ view thread
We are working on a customer case where we are facing challenges related to outbound campaigns in Genesys. The customer wants to use Preview campaigns only, and this creates two technical limitations for us regarding the detection of voicemail and SIT (Special Information Tones) / early‑media three‑tone ...

Creating an "Agent Owned" callback within an agent script.

Posted By Torben Hedemann B. Eriksen 02-23-2026 16:06
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, I'm having a challenge creating an "Agent Owned" callback within an agent script. Since it's not possible to mark a callback as "Agent Owned" using the standard Scripter.Schedule Callback function in Customer Actions, I created a Data Action that uses the API endpoint: /api/v2/conversation ...

Need to get the talk time

Posted By Torben Hedemann B. Eriksen 02-03-2026 09:02
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, I'm close to pulling out the last 20 hairs I have left 🙂 In a script, I need to determine the exact duration that an interaction has been in the state Scripter.Raw Interaction State = connected. The requirement is to measure the active conversation time - not the time since the call attempt ...

Recall policy for unanswered leads

Posted By Torben Hedemann B. Eriksen 01-20-2026 14:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I am not sure whether this is the correct forum. If I have chosen incorrectly, I would appreciate it if you could guide me in the right direction. In connection with outbound preview campaigns, I would like to establish a recall policy that governs when unanswered leads (voicemail and busy signals) ...

Avoid agent skip calls before call connected

Posted By Torben Hedemann B. Eriksen 12-18-2025 10:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Is it possible to configure an outbound campaign so that an agent cannot hang up before a connection has been established? We have a customer who uses Preview Dialing, and where some agents mark calls as being answered by voicemail before a connection has been established. The customer ...

RE: Disconnect interaction from agnet script

Posted By Torben Hedemann B. Eriksen 12-10-2025 01:28
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Jan, Yes, I have also come to that conclusion afterwards. Thank you for your feedback :-) Regards, Torben ------------------------------ Torben Hedemann B. Eriksen NA ------------------------------

Disconnect interaction from agnet script

Posted By Torben Hedemann B. Eriksen 12-09-2025 02:00
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, In connection with a customer case, we want to optimize the time an agent spends on outbound lead generation. The customer wants to use preview dialing for outbound. When an agent makes an outbound call and the call ends in a voicemail or another non-human response, the agent must ...

RE: Need to know numbers of callers contact with agent

Posted By Torben Hedemann B. Eriksen 11-18-2025 04:05
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Christoph, I think I owe you a big draft beer :) - your conversationFilters was exactly what I needed. I really appreciate your help. Regards, Torben ------------------------------ Torben Hedemann B. Eriksen NA ------------------------------

RE: Need to know numbers of callers contact with agent

Posted By Torben Hedemann B. Eriksen 11-17-2025 10:17
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Thanks for all the answers – I've made progress with the task, but I'm now facing another issue related to the API Explorer and building the request body for /api/v2/analytics/conversations/details/query. How can I test whether tTalk under the agent session → metrics is present and populated with a ...

RE: Need to know numbers of callers contact with agent

Posted By Torben Hedemann B. Eriksen 11-10-2025 10:49
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Jan, I hadn't thought of that approach. So you're saying that even if the caller isn't being created as an external contact, the ANI and the journey are temporarily stored in Genesys? I tried searching for my "temporary external contact number" using /api/v2/externalcontacts/contacts?q=%2B4599999999, ...

Need to know numbers of callers contact with agent

Posted By Torben Hedemann B. Eriksen 11-10-2025 04:00
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. But I'm not sure that is the ...