I have a situation whereby I have to offload specific calls to an external phone system. What i would like to know is can i record or capture some metadata within a call flow and report on it later.

example: When a call cycles through the call flow and is not answered by an agent after xx loops, I have to redirect too and external number (managed outside of Purceloud in another telephony system) and want to record "Offload to system XX". This i can then report on as a sort of wrapupcode which can't be added by an agent.

Hope this makes sense.

Hi,

from my opinion , you can :

Add into your In-Queue Call Flow a loop(Loop Count = 3) that contains MOH or prompt and cycle it for 3 Times.

When Count > 3 exit , and use SET PARTECIPANT DATA in order to set an ATTRIBUTE(like "Offload to system XX".After you've SET PARTECIPANT DATA, then you can use TRANSFER TO NUMBER .

If the call is answered and LOOP COUNT <=3 you can also use SET PARTECIPANT DATA and set attribute like "ANSWERED by %MYCOMPANY%".

In both cases you need to extract data through this API :

/api/v2/conversations/calls/{conversationId}

In your response , you can find Attribute that you've set up in Architect.

Does make sense?

I hope this helps.

Stefano