We just started using Genesys. Only the Service Desk is using Genesys rest of the company is using Teams as a Phone. So when the service Desk (Genesys) forwards calls to an employee using Teams I can't see in the
/api/v2/analytics/conversations/details/query the information where the phone call is sent.
Does Geneseys not track the phonenumber or the employee name where the phone call is being sent?
Any help would be greatly apreaciated, I'm kinda lost in all these API's and don't know where to look!
I don't have a Genesys Cloud environment with Teams.
But reading how the Microsoft Teams Integration is configured, I understand that teams users are also configured/declared in Genesys Cloud.
The agent (Service Desk) transferring the call to a teams user, via the Genesys Cloud Desktop/UI as described here.
In this case, when the call is transferred to a teams user, it should appear as a participant in the conversation details (list/collection of participants for a specific conversation) with "purpose" equal to "user" or "agent".
As a matter of fact, if this teams user is the final destination/participant in this call, it should be the last participant in the list/collection (in the conversation details).
I don't have an environment with Teams Integration so I unfortunately can't check.
If that's what you see, this participant structure (structure for the last participant, with purpose equal to user or agent) should have a userId attribute.
This is the id of the user as declared in your Genesys Cloud environment.
You can then use GET /api/v2/users/{userId} to retrieve information about that user (user name, assigned phone number, ...).