Genesys CTI User Forum

I think you have some custom development in place...there is no such option nor ability of WDE to open an URL by default...

Hi Experts,

We are brainstorming on a unique requirement where we would like to prioritize the rejected push-preview record on WDE.

Scenario:
We have an "AND" capacity rule between Voice & push-preview. In case, CCP is previewing a record and also gets a inbound call, CCP rejects the push-preview record so that it can be taken care by other CCP. But suppose after ending the inbound call, that rejected push-preview record is still hanging around in the campaign then we want to make sure that it is targeted to same agent who rejected it.

One solution we thought was of "Dialing filter" where we will have two campaign for same calling list. We will put rejected record in different campaign with higher priority and use last agent routing. Only downside is having two campaigns as it impacts the reporting calculations.

Is there any other way to achieve this?

Thank you so much in advance!

Is the default CRM URL WDE opens when an interaction lands on the agent. The idea is to use an API to generate a URL that points to CRM's specific customer view. Those options are pre configured, so I was wondering if there's a way to pass that value from IRD.

Ok, this will sound insane, but I cannot figure how to filter recordings on ANI, because Genesys expects ANIs to be in segments and I get them in sessions...

According to API reference, we can filter recordings by Conversation and Segment filters.

So, to filter on ANI, it should be:

[code]2024-06-17 21:00:02,842 - INFO - POST https://api.mypurecloud.jp/api/v2/recording/jobs with headers {'Authorization': 'Bearer my_token', 'Content-Type': 'application/json'} and data {
    "action": "DELETE",
    "conversationQuery": {
        "interval": "2023-01-01T00:00:00.000Z/2024-12-31T23:59:59.999Z",
        "segmentFilters": [
            {
                "type": "or",
                "predicates": [
                    {
                        "type": "dimension",
                        "dimension": "dnis",
                        "operator": "matches",
                        "value": "+12345678900"
                    },
                    {
                        "type": "dimension",
                        "dimension": "ani",
                        "operator": "matches",
                        "value": "+12345678900"
                    }
                ]
            }
        ]
    },
    "actionDate": "2024-06-17T21:00:02Z"
}
[/code]

but if I list all the conversations I have using api/v2/analytics/conversations/details/jobs then the output shows ani / dnis info in the sessions part of json response and not segment.
[code]

{
                    "participantId": "1111111-2222-3333-4444-1234567890",
                    "purpose": "user",
                    "userId": "aaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee",
                    "sessions": [
                        {
                            "ani": "sip:1234567890+whitehouse.xxxspan.com@localhost",
                            "direction": "inbound",
                            "dnis": "tel:9999",
                            "edgeId": "abcdef-cccc-bbbb-aaaa-ffffffffff",
                            "mediaType": "voice",
                            "protocolCallId": “eeeeee-cccc-bbbb-aaaa-ffffffffff"",
                            "provider": "Edge",
                            "remote": "sip:98765432+whitehouse.gov@localhost",
                            "sessionDnis": "sip:1234567890+whitehouse.xxxspan.com@localhost;tgrp=582808e9-9ea0-41d5-93e5-a107ee3b2d92;trunk-context=starsystemsjapan@localhost",
                            "sessionId": “12345-12345-1223-1234-123455”,
                            "metrics": [
                                {
                                    "emitDate": "2023-08-30T15:17:13.725Z",
                                    "name": "tAlert",
                                    "value": 13007
                                }
                            ],
                            "segments": [
                                {
                                    "conference": false,
                                    "disconnectType": "client",
                                    "segmentEnd": "2023-08-30T15:17:13.725Z",
                                    "segmentStart": "2023-08-30T15:17:00.718Z",
                                    "segmentType": "alert",
                                    "sipResponseCodes": [
                                        487
                                    ]
                                }
                            ]
                        }
                    ]
                },[/code]

Question 1: I am scratching my head how I am supposed to filter the recordings based on ANI or any other value for that matter when they are located in sessions and we can only filter by conversations and segments...

Question 2: Why do I get my ANI in sessions while Genesys clearly expects it to be in segments?

You have to import templates for WDE including the metadata file (XML) which defines the available roles for WDE. I would suggest to use GA instead of GAX to achieve it