Genesys Cloud - Main

Hello, 

I am looking to setup a real-time alert when International calls are dialed.  I am not seeing anyway to do this natively in the trunk, site or organization settings.  So, I turned to Triggers, which look like they could do the trick, but I am having some issues with configuration.  

I have a trigger configured for the "v2.detail.events.conversation.{id}.user.start" topic name.  The Trigger is looking at the following JSON Paths from the Schema:

direction == "OUTBOUND"

mediaType == "VOICE"

DNIS exists True (so the variable can be sent to the workflow consistently for use in the email notification)

Where I am having issues, is identifying an international call.  It would be nice to have a DOES NOT CONTAIN operator so I can act on the DNIS with does not contain. I have tried a bunch of operators against the DNIS value with little success.  

I have this trigger setup to go to a simple workflow configured to send an email when this event occurs.  At this point the email from the workflow only contains a copy of the DNIS for confirmation, I will build that out later once I get the alert working as expected.  I can get this Trigger working perfectly if I have DNIS == (My cell phone number) and make an outbound call to my cell phone, so I know the Trigger and Workflow are working as expected.

Has anyone done this, or does anyone have ideas?

As always, thanks in advance!

#ArchitectureandDesign
#SystemAdministration
#Telephony

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JoeU

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If you can get the Call.ANI from the conversation and use a ToPhoneNumber(call.ani) then check for +1, you will find all US/Canadian numbers and the rest will be international.  The other would be to a web service call with Call.ani to something like Whitepages.com's API to get the information about the number including country.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 11-22-2023 10:59
From: Joe Ulrich
Subject: Alerts when International calls are dialed

Hello, 

I am looking to setup a real-time alert when International calls are dialed.  I am not seeing anyway to do this natively in the trunk, site or organization settings.  So, I turned to Triggers, which look like they could do the trick, but I am having some issues with configuration.  

I have a trigger configured for the "v2.detail.events.conversation.{id}.user.start" topic name.  The Trigger is looking at the following JSON Paths from the Schema:

direction == "OUTBOUND"

mediaType == "VOICE"

DNIS exists True (so the variable can be sent to the workflow consistently for use in the email notification)

Where I am having issues, is identifying an international call.  It would be nice to have a DOES NOT CONTAIN operator so I can act on the DNIS with does not contain. I have tried a bunch of operators against the DNIS value with little success.  

I have this trigger setup to go to a simple workflow configured to send an email when this event occurs.  At this point the email from the workflow only contains a copy of the DNIS for confirmation, I will build that out later once I get the alert working as expected.  I can get this Trigger working perfectly if I have DNIS == (My cell phone number) and make an outbound call to my cell phone, so I know the Trigger and Workflow are working as expected.

Has anyone done this, or does anyone have ideas?

As always, thanks in advance!

#ArchitectureandDesign
#SystemAdministration
#Telephony

------------------------------
JoeU

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