Ram | 2025-02-11 05:42:24 UTC | #1
Hi Genesys Community,
Due to the holiday period, we haven't received a response yet. Since the customer is waiting, I’m reopening this query.
I’m trying to identify the endpoint objects (e.g., phone, extension, or station) used by a user during a Genesys Cloud conversation. Specifically, I want to understand how to determine if a call was answered using:
- A physical phone.
- A softphone/Genesys Cloud WebRTC station.
- An internal extension or external phone number.
My Observations So Far
- Using the GET /api/v2/analytics/conversations/details API, I can retrieve the conversation details.
Within the participants object, I see fields like dnis, ani, and address.
- However, I’m unclear on how to map these details to specific endpoint objects like:
- A user’s phone (physical device).
- A station configured in Genesys Cloud.
- An internal extension versus an external contact number
Key Questions
- Which API or property can confirm whether the endpoint is a station, WebRTC client, or physical phone?
- How can I differentiate between an internal extension and an external number when examining conversation data?
I couldn’t find a straightforward way to identify the endpoint object used during the call. Any guidance or examples would be greatly appreciated.
The discussion has also been raised as a topic in the developer forum:
https://developer.genesys.cloud/forum/t/how-to-identify-endpoint-objects-phone-extension-or-station-in-genesys-cloud-conversations/30954.
Thank you!
system | 2025-03-14 05:43:23 UTC | #2
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: 31650