Extracting Voicemails from Genesys Cloud: A Custom .NET Solution for Seamless Integration

The Challenge: Bridging Genesys Cloud Voicemails to External Systems

Genesys Cloud is a powerful platform for managing customer interactions, including voice calls, voicemails, and analytics. However, our customer faced a common pain point in enterprise environments: the need to export voicemails programmatically into a third-party system for archiving, compliance, or further analysis.

Specifically, they wanted the exported files to include participant data—such as caller ID, agent details, or interaction timestamps—embedded in the filename. This would eliminate manual renaming and reduce errors in downstream workflows.

Project Requirements:

Automate voicemail extraction without disrupting the user's workflow.

Ensure secure, user-impersonated access to Genesys Cloud.

Incorporate participant metadata (e.g., caller name, date, time) into the output filenames.

Output files to a shared directory for easy ingestion by the target solution.

Our Approach: A Lightweight .NET Service

To address this, we designed a simple, efficient .NET service that leverages a combination of screen scraping for authentication and Genesys Cloud's APIs for data retrieval. This hybrid approach allowed us to handle the login process securely while tapping into the platform's robust API endpoints for the heavy lifting.

1. Authentication via Screen Scraping

Genesys Cloud uses OAuth for API access, but generating tokens programmatically while maintaining user context can be complex. To simulate a real user login without storing passwords, we employed screen scraping technology. The service automates a browser session to log in "as the user," respecting role-based access controls, and captures the authentication tokens for subsequent API calls.

2. Fetching Voicemails and Participant Data

With tokens in hand, the service queries the Genesys Cloud Conversation API to retrieve voicemail recordings and pull associated participant data, including:

Participant IDs and names

Timestamps

Custom attributes

3. Filename Generation and File Export

We construct filenames dynamically based on the participant data. For example:

JohnDoe_20260108_0900_Voicemail.mp3

The audio files are then downloaded and saved to a configurable directory. The solution is built as a Windows service, featuring robust logging and error handling.

Benefits and Outcomes

This project delivered immediate value to the organization:

Efficiency: Eliminated manual downloads, saving significant time.

Accuracy: Participant-embedded filenames reduced misfiling errors completely.

Compliance: Improved compliance with traceable metadata.

Value: A cost-effective solution built with standard .NET tools.

The customer is thrilled and is already planning to expand this solution to cover other interaction types.