No calltype in Genesys Cloud API

NICE CXone API & Integrations
1

Hi,

I am playing with Genesys Cloud. and there is some cognitive dissonance on my part with call type.

I see inbound, outbound, but I have trouble finding Calltype similar to what we used before: 0,1,2,3,4,5 (unknown, internal, inbound , outbound, consult, conference). Instead, now it is direction such as inbound and outbound. So, placing a call between two DNs is becoming an outbound on the originating DN and inbound on the destination DN. My brain is having issues with this for way too many reason to go into. Please help!

2

Yep, that’s the gist of it. An “internal” call shows Inbound/Outbound which obviously makes sense to them lol For identifying consult, etc you need to use filters in your view for blind/consult/transferred etc. Basically that is showing direction rather than call type and from the point of view of the originator. So agent to agent, or flow to “internal” # all gets flagged as being gone through both inbound and outbound.

3

Hi friend

"Indeed, you’ve captured the essence well. Internal calls’ Inbound/Outbound distinction aligns with their perspective.

4

Tried searching in the API repository to check if anything deeper about call types is available?

5

You’re mostly looking at media type and call direction rather than call type. Media type however can include call and callback separately.