Genesys Cloud CX

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  • 1.  How to link scheduled callback outbound call with original inbound call?

    Posted 13 days ago
    Hello,

    We use scheduled callback API (/ api / v2 / conversations / callbacks) for creating callbacks from our Architect application. The problem is that the original inbound call and the callback outbound call have different conversation IDs, so we can't associate inbound call and callback outbound call by conversation ID.
    Is it possible to link the original call and the corresponding outbound call by any other parameters?

    Thanks.
    #Outbound
    #Reporting/Analytics

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    Irina Milstein
    ITNavPro
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  • 2.  RE: How to link scheduled callback outbound call with original inbound call?

    GENESYS
    Posted 13 days ago
    You could use Set Participant Data in Architect to add an attribute to the initial call that contains the callback's conversationID. That would allow you to link them together.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: How to link scheduled callback outbound call with original inbound call?

    Posted 12 days ago

    Hi Paul,

    Thanks for your suggestion.

    We are going to add conversation id to participant data for debugging purposes.

    However, our main problem is reports. Our BI team uses the analytics API (/ api / v2 / analytics / conversations / details / query) once a day for downloading all conversations that were made during the day and saving them to our local database.
    But the analytic API does not show participant data. We are not using call conversation API (/ api / v2 / conversations / calls / {conversationId}) because it does not provide the option to download all data at once, only in a loop by conversation id, which requires a lot of API calls.

    Is it possible to link the original call and the corresponding outbound call by any other parameters, without using participant data?

    Thanks.



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    Irina Milstein
    ITNavPro
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