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Need guidance on how to filter internal/external interactions using the Purecloud API

  • 1.  Need guidance on how to filter internal/external interactions using the Purecloud API

    Posted 06-05-2025 18:18

    Gupta_Aakash | 2020-09-10 20:32:36 UTC | #1

    Need guidance on how to filter internal/external interactions using the Purecloud API. We are running into the following issue because we are unable to filter internal/external interactions: For internal interactions we are making API call to get recordings but these interactions doesn't have a recording because it does not go through an external trunk. If this is about recordings, this conversation would be expected to never produce recordings because we only support recording external calls at the moment.

    Please suggest.

    anon90596342 | 2020-09-10 21:54:35 UTC | #2

    Hi,

    Thanks for posting. For the conversation itself, there is no external/internal state. You need to look at all of the participants to determine if any of them are external or customers.

    Thanks

    Gupta_Aakash | 2020-09-11 03:22:33 UTC | #3

    Thanks for your response. But assuming that we do not have any way to determine whether the participants are internal or external, how can we determine that a given conversation will have recording or not?

    We are told by Genesys Customer support that the internal conversations do not produce recordings, and we would like to either determine whether the conversation has a recording or not, or whether the conversation is internal.

    The problem is we are trying to get the recordings for each conversation and there is usually a wait time of sometimes 30 minutes before a retry is attempted which is causing a considerable lag given that we have almost 10,000 calls on an average to mine. We would not want to attempt to get the recordings for any of the internal conversations that will not have recordings.. and would want to know a definitive way to know that. Because sometime it takes couple of retires to get the recordings if and when they exists..

    tim.smith | 2020-09-14 16:00:06 UTC | #4

    Gupta_Aakash, post:3, topic:8800
    But assuming that we do not have any way to determine whether the participants are internal or external

    Weite meant to look at the purpose of the participant. If one has a customer or external value, there was an external participant on the conversation. This property will always be set on every participant.

    system | 2020-10-15 16:00:09 UTC | #5

    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: 8800



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