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Hello Everyone,

We are building integration for a Genesys Pure Cloud Contact Center using the Genesys .Net SDK.  We are subscribed to the real time call events.

The call scenario is an inbound call to the contact center from an extenal party and the first agent then calls the second agent, consults and then transfers.  We are unable to get the correct call direction for the internal call - where the first agent should be "Outbound" to the second agent "Inbound".  

We do get two call recordings - one for the outside caller (with both agents) and the second recording of the internal agent conversations.  The call events indicate the call direction for the first agent to be "inbound" for both the first and the second call.

How do we get the correct call direction for internal calls ?

Thanks in advance.