This is incredibly frustrating. I manage fifteen BYOC Cloud trunks across three different AWS regions. I need a simple report that shows me the “Peak Concurrent Calls” for each specific trunk over the last 30 days so I can right-size our carrier licenses. However, the standard Genesys Cloud UI only shows me live active calls, and the Analytics API tAnswered metrics do not give me “Concurrency” or simultaneous channel usage. How do I get a historical report of peak SIP trunk capacity utilization without having to buy an expensive third-party telecom billing tool?
I just inherited this system six months ago. I had to figure this out last month! You cannot use the standard aggregate API for this. You have to use the “Edge Metrics” API. You can query /api/v2/telephony/providers/edges/trunks/metrics but you have to pass historical timestamps in the query parameters. It will return the calls metric (active concurrent calls) in 5-minute intervals.
Hey! I usually just troubleshoot the Chrome extension for screen recording, but I helped our network team with this once. You cannot just pull 30 days of 5-minute intervals all at once! The Edge Metrics API will timeout or give you a 400 error if you ask for too much data. You have to write a script to pull the data one day at a time, and then find the “Peak” value yourself in Excel. It is a very manual process.
If you are using on-premise Edges (or even BYOC Local), you have another option. You can configure the Edge devices to send their metrics directly to an external syslog server or an SNMP monitoring tool like SolarWinds. The Edge natively calculates the concurrent call count and sends it out as a standard OID (Object Identifier). This allows you to use standard IT infrastructure tools to track peak trunk capacity without dealing with the limitations of the Genesys Cloud REST API!