API Support for region,Inbound number and duration

[vbr2205]

Hi All,

As per our requirement, we are trying to find the following in Genesys Cloud, but unable to find them using APIs

• How to find out the region in which call is made?

• how to find whether the inbound number is an DID/ Toll-Free number?

• how to find out the complete duration of call made?

Thanks,
Bhavana.

[jacobshaw]

Hi @vbr2205

You can use an analytics conversation details query to get these.
The response fields conversationStart and conversationEnd will get you the total duration.

For the inbound number, the response contains an array of participants. You find the participant with purpose of "customer" and read the ani field of that participant within the sessions array.

For region, in my experience both the participantName and remoteNameDisplayable fields within the particpant of purpose "customer" contain the city and state of the inbound caller.

[vbr2205]

Hi Jacobshaw,

Thank you for responding.

Could you please explain in detail about an API to use in each case ??

We are able to get the number using ani field but is there any API to say whether it is DID number or Toll-Free number?

[jacobshaw]

@vbr2205

Yes, analytics conversation details query corresponds to
POST /api/v2/analytics/conversations/details/query

This article goes in depth about the query and how to use it:
https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query

I'm not aware of a way to determine whether the inbound number is DID or toll free with the API. You may be able to parse that from the number itself, for example a toll free number starts with a 3-digit code of 800, 888, 877, 866, 855, 844 or 833.